First listed on: 10 May 2024

EL1 Assistant Director – Strategic Initiatives and Support



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 Assistant Director – Strategic Initiatives and Support roles which work within the Strategic Initiatives and Support (SIS) section that support and prepares for implementation of the new Aged Care Reforms.

The Assistant Director takes the lead on key projects within Intake and Complaints Resolution Group (ICRG), including the Reform for Better Aged Care (RBAC) Program. The role is responsible for developing QA frameworks, establishing frameworks for technical guidance, undertaking knowledge management activities, and delivering ICRG-specific training activities and supporting inductions of Complaints and Code of Conduct officers as required.

The successful candidate will need to possess strong organisational skills, high attention to detail, good judgement, analytical and problem-solving skills, and the ability to understand and apply legislation, make delegated decisions and support the development of sound guidance.

Group and Section

The SIS section sits within the ICRG who works with people receiving services, their representatives and service providers to resolve concerns and make positive improvements for people receiving aged care. The section supports the functions of 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.

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 – 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
  • 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


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.

Advertisement Contact

For questions about the role can be directed to Jane Evans via with the position title in the email subject line or via phone on (08) 8217 6061.


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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