The Aged Care Quality and Safety Commission has multiple Senior Operations Officer positions in our Regulatory Operations Division in the Audit, Inspectorate Planning and Coordination, and Registrar. About the Role - Audit: The Audit Function is responsible for monitoring and assessing approved providers' compliance with the Aged Care Quality Standards by undertaking accreditation and reaccreditation audits of residential aged care services, completion of Quality Reviews of Home Services and flexible aged care services. The audit operations team schedules audits and provides administrative support to the team to enable those audits. The Audit team gathers consumer feedback on care and services and uses this to inform audits. Audit manages identified risk through a Risk Assessment and Response Plan (RARP), referring issues to the Risk Intake & Analysis (RIA) team as needed. Audit also engages extensively with stakeholders and collaborates internally across the Commission and the Regulatory Operations Division. The Senior Operations Officer provides high-level support to the Assistant Director, Operations within the Audit Operations team. The role overseas the daily operations of the team and leads and coordinates team activities to ensure effective scheduling, planning and delivery of administrative support across the audit section. Working with the Assistant Director, Operations, the Senior Operations Officer collaborates with the Assistant Director, Operations Officer and Operations Support Officer and other operations teams within both the Audit section and the Regulatory Operations Division to ensure operational efficiency and alignment. About the Role - Inspectorate Planning and Coordination: Inspectorate Planning and Coordination is responsible for the strategic planning, coordination, and reporting of all regulatory operations within the Inspectorate. Acting as the central liaison between the Commission's operational arms, the sect ion supports the smooth coordination, deconfliction of activities and cases, and visibility across the organisation. It works closely with the Risk Intake and Analysis section to manage case distribution and status reporting, while also supporting frontline service delivery units and overseeing program performance reporting. Additionally, the section provides comprehensive engagement planning and scheduling support, fosters collaboration across Commission areas, and promotes alignment and transparency of the engagement schedule. Reporting to the Assistant Director, Inspectorate Planning and Coordination, the Senior Operations Officer provides high-level operational and administrative support to the Assistant Director and works closely with colleagues within the Inspectorate Planning and Coordination (IPC) section, as well as across other Inspectorate functions, to ensure matters received by the Inspectorate are effectively prioritised, synchronised and coordinated. This coordination supports a targeted regulatory response and ensures that data on Inspectorate activities is accurately captured, communicated and reported in a timely manner. About the Role - Registrar: Registration Operations is responsible for providing a centralised function that collects, triages and coordinates the processing of regulatory applications to support the planning, coordination and delivery of regulatory activities and publishing of provider information. The Registration Operations section includes team focused on the following: Planning and coordinating the registration and audit programs Collecting and triaging provider applications Coordinating publishing of provider information Designing and delivering tools and solutions for ROD. Registration Operations will work closely with each of the teams within the section and collaboratively with the Audit and Provider registration sections to plan, coordinate and support delivery of the Registrar group functions. The Senior Operations Officer - Registration Operations play a key role in supporting the Registrar Group by contributing to the effective delivery of regulatory activities through centralised administration coordination. The role is responsible for assisting in the planning and coordination of processes that enable the collection, triage and management of provider applications, as well as the publishing of provider information. Working with the Assistant Director, Registration Operations, the role collaborates across teams within the section and engages closely with the Audit and Provider Registration sections to ensure efficient implementation of registration and audit programs, and to support the group's operational objectives. The key duties of the position include: Audit - Position duties: Manage operation functions to support the delivery and implementation of the audit program at section level. Manage the day-to-day operational activities in alignment with business priorities, working closely with the Assistant Director to ensure delivery and accountability. Manage and oversee the service delivery functions including scheduling, travel booking, administrative coordination and team supervision. Plan, develop, coordinate, and maintain operational schedules, anticipating and resolving scheduling challenges to support timely delivery of section priorities. Monitor quality assurance practices, ensuring regulatory information is accurately uploaded, stored and shared through Commission systems. Manage team workflows and priorities to meet operational objectives and support effective delivery of audit operations. Support system integrity and reporting by maintaining effective tools, procedures and controls that promote accurate, timely and transparent regulatory operations. Establish and maintain collaborative stakeholder relationships to support strategic outcomes, enhance team cohesion and enable effective coordination of initiatives. Lead and facilitate operational initiatives, projects and continuous improvement to support the team, build capability and achieve the groups priorities. Inspectorate Planning and Coordination - Position duties: Work collaboratively across the IPC team and broader Inspectorate to support the delivery of well-governed, prioritised, and efficient regulatory operations. Provide high-level operational support to the Assistant Director in contributing to planning, coordination, scheduling, and monitoring of Inspectorate activities across multiple operational teams. Assist in maintaining a forward-looking scheduling framework that balances strategic priorities with available capacity, including logistics coordination and workflow tracking. Contribute to the development and maintenance of consistent work processes and tools that support a common operating picture, data accuracy, and visibility of regulatory activities. Proactively identify, assess and respond to risk and coordination issues during the prioritisation, planning and execution of matters received by the Inspectorate. Escalate complex issues appropriately and propose strategic solutions to maintain operational continuity and alignment with regulatory priorities. Support quality assurance and governance processes, including accurate record keeping, timely updates in relevant systems and fostering effective relationships with internal and external stakeholders to support coordinated regulatory operations. Contribute to the planning and delivery of change and implementation initiatives, including training support and onboarding for new processes or systems within the Inspectorate. Exercise sound judgement and initiative in coordinating activities, engaging with stakeholders, and ensuring integration of new practices to support operational objectives. Contribute to performance monitoring, reporting, and improvement initiatives by providing insights into trends, bottlenecks, and optimisation opportunities across the Inspectorate. Lead and coordinate projects to progress the IPC and Inspectorate strategic objectives, ensuring alignment of Inspectorate activities. Support a culture of continuous improvement by contributing ideas and feedback to strengthen the capabilities of the IPC function and wider Inspectorate and drive deconfliction and coordination across the Inspectorate. Registrar - Position duties: Coordinate and maintain the delivery of the Commission's registration and audit program, working collaboratively across the Registrar Group to support regulatory outcomes. Oversee the collection, triage and processing of provider applications and internal referrals, ensuring assessments are completed efficiently and in line with established procedures. Lead the coordination and quality assurance of publishing regulatory information on the Commission's website, including maintaining the Provider Register, with attention to accuracy and compliance. Manage team workflows and priorities to meet operational objectives and support effective delivery of registration operations. Provide guidance and assist in the developing team capability, including supporting staff training and mentoring to strengthen performance and adherence to procedures. Monitor and respond to internal and external communications related to provider registration, preparing complex correspondence where required. Support the Assistant Director in managing day-to-day operations, maintaining oversight of section performance and aligning requirements with strategic priorities. Analyse and apply relevant information sources and intelligence to inform operational planning and program coordination. Maintain strong and effective work practices, systems and controls to upload data integrity, reporting accuracy, and regulatory effectiveness. Foster continuous improvement initiatives and contribute to projects of operational enhancements that support the broader objectives of the Registrar Group and Commission. Eligibility Experience within operations, administrative management and/or project/service delivery roles within an identified framework to deliver outcomes. Ability to apply judgement, intelligence and common sense to identify and respond appropriately to risk. Strong analytical skills and the ability to make sound operational decisions. Highly developed written and verbal communication skills, including the ability to convey complex planning information clearly and prepare accurate, strategic recommendations for decision-making. Strong stakeholder engagement and relationship management capabilities, including negotiation, consultation, and the ability to build trust with internal and external partners. Ability to understand and apply principles of contemporary risk-based regulation reflected in the Commission's Regulatory Operating Model. Ability to mentor, train and build capability across varying levels of experience to support ongoing operational development and performance. Proficient in the use of MS Office Suite and other relevant business systems at an intermediate level to support operational delivery and date integrity. Organisational capability and ability to manage own and team's evolving work in a high-pressure environment whilst supporting the shared purpose and direction of the section. Ability to support a team working with competing priorities and introduce and respond to change and uncertainty in a positive manner, value individual differences and diversity. Proactively anticipate needs and priorities in managing work functions to achieve results and reliably respond to urgent requests. Capability to work in a busy environment, working with competing priorities and ability to effectively manage and prioritise workload among a team to deliver agreed outcomes. Additionally, as a Senior Operations Officer - Inspectorate Planning and Coordination, you will also demonstrate the following: Experience in operational planning and coordination, including workflow management, scheduling, logistics and administrative delivery in complex environments. Ability to work flexibly across multidisciplinary teams, managing competing demands in a high-volume, high-pressure environment and adjusting effectively to change and uncertainty. Proven ability to support change initiatives, applying sound judgement and modelling a positive, solution-focused approach. Experience in continuous improvement and system/process refinement, with a focus on supporting performance, governance, and operational assurance. Notes Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit www.apsc.gov.au/citizenship-aps Non-ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months. If a merit pool is established through this selection process it may be used to fill this or future ongoing or non-ongoing vacancies. Getting to know the Aged Care Quality and Safety Commission The Aged Care Quality and Safety Commission (the Commission) was formed on 1 January 2019. We work to improve the lives of older people by maintaining the integrity of the aged care system. As the single independent regulator of Australian Government aged care services, we offer a variety of interesting and challenging jobs across most capital cities. It is an exciting time to join the Aged Care Quality and Safety Commission, with major reforms underway to improve aged care in Australia. You will be contributing to our role as the national regulator to safeguard and protect older Australians receiving aged care services.
