First listed on: 03 May 2024

Assistant Director (Strategic Initiatives and Support / Complaints)



The Aged Care quality and Safety Commission have an exciting opportunity for strong leaders with experience driving strategic priorities, building organisational capacity, and supporting staff to navigate through complex matters to deliver agreed outcomes.

We have several existing and anticipated vacancies for two Assistant Director roles in our Complaints Resolution and Strategic Initiatives and Support (SIS) teams:

Assistant Director – Complaints

The Assistant Director – Complaints works within the Complaints Resolution section, which is responsible for managing risk, complaint resolution, sharing intelligence and where required, an integrated regulatory response. 

The Assistant Director role will be responsible for providing direction and guidance to Complaints Officers, exercising delegations in the resolution of complaints under the Aged Care Quality and Safety Commission Act 2018, and monitoring the quality assurance and performance of the team. The role will also be responsible for establishing and maintaining service level agreements and supporting continuous improvement. This role may be based in Melbourne, Hobart or Adelaide.

Assistant Director – Strategic Initiatives and Support

The Assistant Director – Strategic Initiatives and Support works within the Strategic Initiatives and Support (SIS) section, which supports and prepares for implementation of the new Aged Care Reforms.

The section also supports the functions of the Intake and Complaints Resolution Group (ICRG) ensuring complaints officers have the guidance, information and education necessary to provide a nationally consistent, appropriate and high-quality service to customers, and implementing the Complaints Operations Quality Assurance and Improvement Framework.?This role may be based in either Melbourne or Adelaide only.

The Complaints Resolution and SIS sections sit within the Intake and Complaints Resolution Group (ICRG) who works with people receiving services, their representatives and service providers to resolve concerns and make positive improvements for people receiving aged care. 

More information about the Aged Care Quality and Safety Commission and this role can be found on our website, and the Job Pack for these roles are located on our Careers at the Commission web page.


As the Assistant Director – Complaints, you will be required to:

  • Provide strong leadership and management skills and build the capacity of staff to undertake their roles efficiently and professionally and to meet expected standards of service and quality
  • Make delegated decisions under the Commission Act and Rules based on a good understanding and knowledge of relevant legislation
  • Ensure the Intake and Complaints teams operate within the Commission’s guidelines and operating procedures
  • Work constructively with external stakeholders and support staff to remain resilient when dealing with conflict and/or challenging behaviours
  • Identify and respond appropriately to risk
  • Manage high volumes of work considering risk, agreed priorities and key performance indicators
  • Actively contribute to the Commission’s strategic directions and achievements against our corporate priorities
  • Foster and support staff wellbeing and contribute towards maintaining a positive culture that is customer centred and aligned with recruitment, training, HR and procurement processes
  • Prepare briefings and reports for senior management of the team’s performance
  • Work collaboratively with colleagues within the ICRG and across the Commission to implement the organisation’s priorities and support development of an integrated end-to-end regulatory model

As the Assistant Director – Strategic Initiatives and Support, you will be required to:

  • Reviewing and drafting guidance and information products for Complaints Operations and Code of Conduct teams 
  • Developing and reviewing guidance in response to aged care reforms.
  • Establishing frameworks for technical guidance documentation and embedding processes for ongoing maintenance of technical guidance 
  • Undertaking knowledge management activities, including integration of technical documentation into the Commission’s Digital Toolkit / knowledge management framework  
  • Coordinating and delivering ICRG-specific training activities and materials, including supporting induction of complaints and Code of Conduct officers as required 
  • Coordinating ICRG-specific information and education in response to reforms and other key developments in the sector 
  • Drafting of content for regular newsletter on recent and upcoming activities 
  • Completing Quality Assurance (QA) activities for Complaints Operations including monthly QA evaluation activities, reporting of QA outcomes and contributing to the development of recommendations to address issues identified through QA activities 
  • Developing a QA framework and completing QA activities for work related to the Code of Conduct 
  • Managing key projects within ICRG, including for Reform for Better Aged Care (RBAC) Program
  • Liaising with Operational Policy and Support, operational areas and other key stakeholders


Ideal candidate capabilities

Our ideal candidate will possess the following capabilities:

  • Highly developed leadership and management skills and the ability to build capability and provide support to staff dealing with high workloads and sometimes stressful external stakeholder interactions.
  • Capacity to work in a busy environment, working with competing priorities and ability to effectively manage and prioritise workload to deliver agreed outcomes. 
  • Judgement, analytical and problem-solving skills, and the ability to understand and apply legislation, make delegated decisions and support the development of sound guidance.
  • Ability to build organisational capacity and responsiveness, while managing competing priorities within prescribed timeframes 
  • Excellent interpersonal, oral and written communication skills and the ability to establish and maintain professional relationships with key external stakeholders. 
  • Demonstrated ability to work collaboratively with others in accordance with the strategy direction of the Commission and the strategic priorities of ICRG.
  • Demonstrated ability to identify and respond appropriately to risk (for Complaints role)
  • An understanding of best practice complaints management and risk-based regulation (for Complaints role)
  • Excellent organisational skills including the capacity to establish and implement work plans, manage competing demands effective and lead in the development of organisational capacity
  • Understanding of the Australian aged care system and experience working in a regulatory environment, including complaints management, are desirable

Position eligibility

In addition to the above key candidate qualities, to be eligible for this position you must:

  • be an Australian citizen
  • satisfy a National Coordinated Criminal History Check
  • provide evidence of seasonal influenza and COVID 19 vaccinations (Assistant Director – Complaints role only)


How to apply

Submit an online application through our Careers at the Commission webpage by 11.59 pm (AEST) on Sunday 19 May 2024

As part of your application, you will need to provide: 

  • Your resume (up to 3 pages maximum) 
  • A ‘pitch’ telling us how your skills, knowledge and experience make you the best person for the job (no more than 500 words)

You are encouraged to refer to the Ideal candidate capabilities, EL1 Integrated Leadership System and position duties where relevant to assist you with your response. Candidates are recommended to consider the APSC Cracking the Code when drafting your statement.

Please note, applications that do not provide a resume and/or pitch may not be assessed and may not progress to the next recruitment stage.

Merit Pool

A merit pool of suitable candidates may be created from this selection process. Suitable candidates placed on the merit pool may be contacted in relation to identical or similar vacancies on a non-ongoing and ongoing basis at the Commission, or the broader APS, within 18 months from the start date of this advertisement.

Non-ongoing opportunities may be offered with an initial engagement of up to 18 months, with one possible extension of up to 6 months (a total maximum contract period of 2 years).

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