About the Team The Intake and Complaints Resolution Group (ICRG) works with people receiving aged care services, their supporters and service providers to resolve concerns and make positive improvements for people receiving aged care. The Complaints section is part of ICRG which supports managing risk, complaint resolution, sharing intelligence and where required, an integrated regulatory response. About the Role Senior Complaints Officers are focused on making positive improvements for people receiving aged care, their supporters and service providers Senior Complaints Officers use a range of techniques to resolve complaints in a timely and effective manner, such as desk-based investigations, facilitated discussions and meetings or site visits. Our complaints teams aim to resolve complaints in an impartial manner, achieving positive outcomes for older people, improving their aged care experience. Senior Complaints Officers have a strong customer outcome focus, with the resilience and confidence to liaise with internal and external stakeholders in all cases, from daily interactions to complex and contentious matters. The key duties of the position include: Position duties include, but are not limited to: Work with complainants, people receiving care, their supporters and service providers to identify concerns and develop options to achieve resolution. Analyse and interpret information presented to you including identifying, prioritising, escalating and managing risks within your caseload. Contribute to the overall objectives and outcomes of your team, including meeting legislated and other key performance indicators. Positively contribute to the work of your team by sharing ideas, offering support and collaborating on key tasks. Manage high caseloads involving complex and sensitive subject matter and competing priorities. Have difficult conversations with stakeholders including aged care recipients, their supporters and service providers Accurately record information including, detailed file notes, risk assessments, referrals, recommendations and escalation briefs. Produce high quality correspondence for complainants, people receiving care, their supporters and service providers. Correspondence needs to be person centred, as well as meeting the principles and requirements of administrative decision making. Be allocated duties that may not be specifically mentioned in the position description, that are within the capacity, qualifications and experience normally expected from persons occupying positions at the APS6 classification. Eligibility To be successful in this role you will need to demonstrate the following: High level analytical and problem-solving skills, the ability to assess and manage risk, work within legislative requirements, make impartial recommendations. A strong understanding of the principles of administrative decision making. A strong understanding of the aged care sector and the ability to interpret, understand and apply, or to quickly acquire knowledge of relevant legislation, including the Aged Care Act 1997 and Aged Care Quality Standards. Excellent written and oral communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions tailored to your audience. Excellent interpersonal, oral and written communication skills as well as the ability to communicate sensitively and effectively with Aboriginal and/or Torres Strait Islander people and stakeholders. A knowledge and understanding of Aboriginal and/or Torres Strait Islander culture, health and wellbeing. Manage interpersonal relationships with respect and work within your team to accomplish organisational goals. 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. Identifying broader factors, trends and influences that may impact on the team’s objectives. Publicly represent the commission, acting professionally (including adhering to APS Values & Code of Conduct) and operating within the boundaries of organisational processes and legal and public policy directions. Desirable skills, experience and qualifications Experience in complaints management, dispute resolution, legal, aged care, clinical experience, or financial experience (including with financial fee structures of aged care providers) is highly desirable but not mandatory. Role specific requirements Required to provide evidence of seasonal influenza and COVID 19 vaccinations Attend the required induction programme, a portion of which will be on site over consecutive weeks Notes To be eligible for employment with the Commission applicants must be an Australian citizen. An applicant’s suitability for employment will also be assessed through a variety of pre-employment check processes, such as: Satisfactory completion of pre-employment screening and a nationally co-ordinated criminal history check. Completion of pre-existing medical condition declaration Providing evidence of qualifications (where required). Shortlisted applicants will be required to provide confirmation of Aboriginal and/or Torres Strait Islander heritage. Further information on Indigenous and Torres Strait Islander careers with the Aged Care Quality and Safety Commission can be found on our website. 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.
