APS6 Senior Complaints Officer

APS6 Senior Complaints Officer

THE OPPORTUNITY

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

Senior Complaints Officers are focused on making positive improvements for people receiving aged care, their representatives and service providers. Senior Complaints Officers use a range of techniques to resolve complaints, such as desk-based investigations, conciliation, service provider resolution or site visits. Investigations are primarily conducted from the office and occasionally site visits are required.

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

About the group and section

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 SA/WA Complaints section sits within ICRG which supports managing risk, complaint resolution, sharing intelligence and where required, an integrated regulatory response.

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

• Work with complainants, people receiving care, their representatives and service providers to identify concerns and developing options to achieve resolution
• Analyse and interpret information presented to you including identifying, escalating and managing risks within your caseload.
• Manage high caseloads involving often complex and sensitive subject matter and difficult conversations with external stakeholders including aged care recipients, their representatives and service providers 
• Accurately recording information including, preparing detailed file notes, referrals correspondence and recommendations
• Effectively managing individual caseloads while contributing to the overall objectives and outcomes of your team including meeting key performance measures

ELIGIBILITY REQUIREMENTS

Key capabilities

• Strong analytical and problem-solving skills, the ability to assess and manage risk, work within legislative requirements, and make impartial recommendations
• 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
• Strong stakeholder engagement skills and the ability to maintain productive working relationships
• Ability to interpret or to quickly acquire knowledge and apply relevant legislation, including the Aged Care Act 1997 and Aged Care Standards
• 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, experience and qualifications

Experience in aged care or clinical experience, complaints management and/or financial experience including with financial fee structures of aged care providers is highly desirable.

Position eligibility

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

• be an Australian citizen
• satisfy a pre-employment screening
• 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) 30 September 2024.

As part of your application, you will need to provide

• Your resume (normally three pages maximum) 
• In your application provide a 600-WORDS maximum pitch outlining why you are the right person for the role and how your skills knowledge, experience and qualifications are relevant to the role (key capabilities).

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

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 Ana Chenoweth by emailing Ana.Chenoweth@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 pitch may not be assessed and may not progress to the next recruitment stage.

SELECTION PROCESS NEXT STAGE

Shortlisted candidates will be contacted to confirm availability to complete a written assessment. The written assessment will be emailed to candidates at an agreed time with an assessment duration of 30 minutes including reading time.

Shortlisted candidates with satisfactory written assessments will progress to the next stage of the selection process and be invited to interview. All candidates that are unsuccessful with their written assessment will be notified. 

SELECTION PROCESS TIMEFRAMES

The timeframes for this selection process are:

• Shortlisting outcomes: 10 October 2024
• Written Assessments: 10 - 11 October 2024
• Interviews: 21 - 25 October 2024
• Selection Outcomes: 18 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.