Aps5 Complaints Officer

3 weeks ago

Geelong, Australia Chandler Macleod Full time

**Location***
- Geelong, Victoria
- **Category***
- Health
- **Salary**
- $55.24 AUD - $55.24 AUD Hourly
- **Posted**
- 22-Feb-2024
- **Work type**
- Casual/Temp
- **Contact**
- Teresa Zanatta
- **Reference**
- BH-157498-1
- **MANDATORY: AUSTRALIAN CITIZEN required to work within Federal Government**

**APPLICATIONS CLOSE: 3pm Wednesday 6th of March 2024.**

**Our Federal Government Agency which supports a better life for hundreds of thousands of Australians with a significant and permanent disability and their families and carers. Is seeking to engage in MULTIPLE** **APS5 Complaints Officers** **for a 12-month assignment with potential extension in** **Geelong and Broadmeadows VIC** **.**

**About the Team**
The Internal Reviews and Complaints Branch is the central point of coordination for the Agency's handling and resolution of internal reviews and complaints. Working directly with participants, providers, internal staff and external agencies, the branch aims to manage and resolve complaints in a timely manner as outlined in the NDIA Service Charter.
The Complaints Team prepares high level advice including letters, briefs and reports for a range of audiences including Ministers, Executive Leadership Team, NDIA Board, Independent Advisory Council and oversight bodies.
**About the Role**
The APS5 Complaints Officer is accountable under limited supervision to undertake moderately complex to complex work. Legislation, policies, procedures, standards, methodologies and precedents guide the position.
The position will be required to undertake technical, research, policy and analysis activities and tasks using available information where options are not always evident. It will be required to perform procedural, clerical, administrative and operational tasks that supports and contributes to NDIA’s objectives to “build a world-leading National Disability Insurance Scheme”.
The APS5 Complaints Officer will have a considerable level of contact with internal and external stakeholders and will be required to communicate with and provide advice on a range of matters to resolve moderately complex to complex enquiries.
**Key skills required for role/s**:

- Undertaking a range of data entry and high quality record keeping.
- Ability to support the coordination of complaints received by the NDIA including recording, assessing, resolving at point of entry and referring as required.
- Ability to liaise with stakeholders and assist to undertake actions to progress complaints.
- Reviewing and assessing information to determine complaint risk and escalate in accordance with established Agency complaint handling processes.
- Ability to contribute to record keeping activities to ensure team records are accurate and current.
- Ability to coordinate correspondence, briefing and reporting functions to the branch as needed

**Desirable skills to haves for the role/s**:

- Good communication skills - both written and verbal
- Ability to work autonomously and as part of a team.
- Ability to analyse and interpret information of a moderate level of complexity.
- Ability to effectively manage one’s time and resources to ensure that work is completed efficiently.
- Ability to adapt well to change.

**Responsibilities of the role include but are not limited to**:

- Managing complaints and participant incidents, including assessing, recording, resolving and referring as required.
- Managing escalated complaints and ensuring strict deadlines are met.
- Producing quality written correspondence for a range of audiences, including formal responses for the Minister.
- Coordinating correspondence, briefing and reporting functions for the Complaints Team.
- Supporting the Complaints Team to resolve day to day operations issues and assist in achieving the branch’s strategic objectives.

**What's in it for you?**
- **Position located in** **Geelong and Broadmeadows VIC** **.**:

- **APS5 $55.24/Hourly + super**:

- **Temporary contract for 12 months, with possibility to extend**:

- **Standard Hours or work - Monday to Friday, 8:30 am till 5:00 pm - 7 & ½ hour days 5 days a week.**

**APPLICATIONS CLOSE: 3pm Wednesday 6th of March 2024.**
(NOTE: the key responsibilities of the role are based on current priorities and may change over time)
**It is highly desirable that the successful applicant understand or lived experience in the field of disability.

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