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Senior Complaints Officer

THE OPPORTUNITY

The Aged Care Quality and Safety Commission have several exciting opportunities for Senior Complaints Officers.

Senior Complaints Officers focus on making positive improvements for people receiving aged care, their representatives and service providers. The position requires the use of a range of techniques to resolve complaints including investigation, conciliation and service provider resolution.

Senior Complaints Officers are customer outcome focused and have, the resilience and confidence to liaise with internal and external stakeholders in all matters, from daily interactions to contentious matters.

To succeed in this role, you must have strong communication skills (verbal and written), analytical and problem-solving skills to assess and manage risk, work within legislative requirements, make impartial recommendations and consult specialist advice when needed.

Candidates who are Registered Nurses are encouraged to apply for this position.

For more information about the role, please refer to the Job Pack.

About the group and section

The Intake and Complaints Resolution Group (ICRG) works with people receiving aged care services, their representatives and service providers to resolve concerns and make positive improvements for people receiving aged care. The Complaints Resolution section sits within ICRG which supports managing risk, complaint resolution, sharing intelligence and where required, an integrated regulatory response.

More information about the Aged Care Quality and Safety Commission can be found on our website.

KEY ACCOUNTABILITIES

• Working with complainants, people receiving care and service providers to identify concerns and developing options to achieve resolution 
• Managing calls and managing difficult conversations while identifying, escalating and managing risks  
• Accurately recording information including, preparing detailed reports, correspondence and recommendations  
• Effectively managing individual caseloads while contributing to the overall objectives and outcomes of your team

ELIGIBILITY REQUIREMENTS

Key capabilities

• Strong analytical and problem-solving skills, the ability to assess and manage risk, work within legislative requirements, make impartial recommendations and access and use specialist advice when needed 
• Excellent written and verbal communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions tailored to your audience 
• Well-developed time management skills to thrive in a busy environment ensuring your case load and competing priorities are actioned appropriately
• Collaboratively achieving outcomes and influencing positive culture in the workplace 
• Identifying broader factors, trends and influences that may impact on the team’s objectives
• Consider the ramifications of issues and longer-term impact of own work and work area

Desirable skills and experience

Experience in aged care or clinical experience is highly desirable but not mandatory, as you will undertake a well-developed orientation program to support the right candidate to excel in this role

Position eligibility

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

• be an Australian citizen
• satisfy a National Coordinated Criminal History Check
• satisfy pre-existing medical condition declaration
• have current seasonal influenza vaccination and COVID-19 vaccination. Appropriate evidence of vaccination, or medical exemption from vaccination is required.

HOW TO APPLY

Submit an online application through our Careers at the Commission webpage by 11:30 pm (AEST) Monday 12 August 2024.

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

• Your resume (normally three pages maximum)
• A one-page pitch telling us how your skills, knowledge and experience make you the best person for the job (no more than 700 words)

Candidates who are Registered Nurses, please outline this in your application if this is applicable to you.

Any questions about the role can be directed to Shane Taylor-White via phone on (03) 9958 2300, or email on shane.taylor-white@agedcarequality.gov.au with the position title in the subject line.

PREPARING YOUR APPLICATION

You are encouraged to refer to the STAR model in the APSC Cracking the Code when preparing your response to the one-page pitch in your application. Where relevant, please also consider the APS6 Integrated Leadership System with your response.

Please note, applications that do not provide a resume and the one-page pitch may not be assessed and may not progress to the next recruitment stage. For assistance with lodging your application, please contact our recruitment team via recruitment@agedcarequality.gov.au. 

SELECTION PROCESS NEXT STAGE

Candidates who have been shortlisted for interview will be contacted from 22 August 2024 for interviews to commence 28 August – 16 September 2024.

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).

DIVERSITY AND INCLUSION

The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff. 

The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan. The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers.