EL1 Assistant Director, Complaints

THE OPPORTUNITY

The Aged Care Quality and Safety Commission has several exciting opportunities for strong leaders with experience driving strategic priorities, building organisational capacity, and supporting staff to navigate through complex matters to deliver agreed outcomes.

The position will be responsible for leading best practice complaints management and providing direction and guidance to Complaints Officers to identify and respond appropriately to risk. The role will make delegated decisions under the Commission Act and Rules and ensure the Complaints team operate within the Commission’s guidelines and operating procedures.

Our ideal candidate will possess strong leadership, negotiation and communication skills to work collaboratively with, and maintain professional relationships with a range of stakeholders to achieve operational priorities and strategic direction of the Commission. 

About the group

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

For more information about the role and the benefits for working at the Commission, please refer to the Position Description and Candidate Pack.

KEY ACCOUNTABILITIES

• 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 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 KPIs
• 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

ELIGIBILITY REQUIREMENTS

Key capabilities

• Strong 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 with competing priorities and ability to effectively manage and prioritise workload to deliver agreed outcomes
• Demonstrated ability to use sound judgement, analytical skills, and ability to understand and apply legislation and make delegated decisions
• Ability to build organisational capacity and responsiveness by driving and implementing strategic initiatives 
• High-level negotiation skills and the ability to work collaboratively with, and maintain professional relationships with a range of stakeholders to achieve operational priorities and strategic direction of the Commission
• Excellent interpersonal, oral and written communication skills including communicating coherently and concisely to a range of audiences
• An understanding of best practice complaints management and risk-based regulation including the ability to identify and respond appropriately to risk
• High proficiency in applying legislation, or the ability to quickly acquire knowledge of aged care legislation and Aged Care Standards

Desirable skills, experience and qualifications

Experience in aged care or clinical experience and/or conciliation experience is highly desirable but not mandatory.

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
• required to provide evidence of seasonal influenza and COVID 19 vaccinations
• attend a two-week onsite induction for the role.

HOW TO APPLY

Submit an online application through our Careers at the Commission webpage by 11:30 pm (AEST) Monday 23 September 2024.

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

• Your resume (normally three pages maximum)
• In your application provide a 700-WORD maximum pitch outlining why you are the right person for the role, what you can offer, and how your skills knowledge, experience and qualifications are relevant to the role (Key capabilities).

CONTACT OFFICER

Please contact our Recruitment Team on (02) 9633 3262 or recruitment@agedcarequality.gov.au for assistance with accessing our website or with lodging your application. Specific questions about the role can be directed to Koula Louras by emailing koula.louras@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 EL1 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.

SELECTION PROCESS TIMEFRAMES

The timeframes for this selection process are:

• Shortlisting Outcomes: 4 October 2024
• Interviews and references: 8 October to 24 October 2024
• Selection Outcomes: 8 November 2024

Where there are delays in the selection timeframes, candidates will be notified.

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.