APS6 Senior Complaints Officer

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

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.

About our group and section

The Intake and Complaints Resolution Group (ICRG) work 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.

Key accountabilities

• 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 REQUIREMENTSKey capabilities

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 verbal communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions tailored to your audience.

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.

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

Please note: Nursing allowance may be paid to eligible Registered Nurses.

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.

HOW TO APPLY

Submit an online application through our Careers at the Commission webpage by

11:00 pm (AEST) Sunday 21 September 2025.

As part of your application, you will need to provide

• Your resume (three pages maximum)
• A statement (up to 600-words max) with examples demonstrating how you meet the key capabilities for the role as described in the position description

Please contact our Recruitment Team on 02 9633 3262 or recruitment at agedcarequality.gov.au for assistance with accessing our website or with lodging your application.

CONTACT OFFICER

Specific questions about the role can be directed to ICRG Support by emailing ICRG.Support at 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 APS 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 your answers to the two application questions may not be assessed and may not progress to the next recruitment stage.

SELECTION PROCESS NEXT STAGE

Shortlisted candidates will be contacted from mid-September to confirm availability to attend a virtual interview.

Virtual interviews and written assessment will be conducted start of October.

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 up to 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.

RecruitAbility applies to this vacancy. Under RecruitAbility you will be invited to participate in further assessment activity for the vacancy if you choose to apply under RecruitAbility; declare you have a disability; and meet the minimum requirements for the position. For more information, visit https://www.apsc.gov.au/recruitability.

We provide reasonable adjustments such as access, equipment or other practical support at relevant stages of the recruitment process. Please email recruitment at agedcarequality.gov.au if you need any adjustments made.

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