Aps5 Complaints Officer

2 weeks ago

Melbourne, Australia Talent International Full time

australia melbourne contract up to au$55.24 per hour**The opportunity**

Our client is a community focused Regulatory Federal Government Agency. They have an exciting opportunity available for multiple APS5 Senior Complaints Officers to join the Outstanding Matters Team in resolving complaints about the quality and safety of services and supports by NDIS providers in accordance with legislation.

Labour Hire daily rate contract spanning an initial 6 months with the option to extend for a further 6. Hourly rate on offer is $55.24 + Superannuation, to be based out of our client’s Melbourne CBD location.

**About the role**

The position is an important team leadership position and will have delegated authority and responsibility to resolve issues and risks across wide-ranging activities of substantial depth involving significant detail. The role requires providing leadership, control, planning, resource management, performance management and decision making for the Team Membership and assigned Contractors working within the work area.

**Responsibilities**:

- Assessing and monitoring complaints and other regulatory intelligence, consistent with the National Disability Insurance Scheme Act 2013 and Rules.
- Managing a caseload of complaints in connection with the provision of supports and services by Registered or unregistered NDIS providers, including the assessment of complex matters and escalating incidents for investigation or other action where necessary.
- Identifying and providing advice on trends and issues through the oversight and review of complaints received by the NDIS Commission.
- Completing assessments of complaints and other regulatory intelligence to a quality standard within agreed timeframes.
- Providing education and training to providers in relation to identifying incidents, preventing and effectively responding to abuse and neglect of people with disability, through the provision of information about the Commission’s functions.
- Developing and maintaining strategic relationships with a large and diverse range of external stakeholders, including state and territory counterparts, service providers, and regulatory bodies to facilitate the work of the function.
- Preparing complex and/or sensitive correspondence and corporate documentation, including reports, briefings and submissions.
- Contributing to a learning culture where expertise can be developed and appropriately shared.
- Contributing to supporting and building capability in a team environment through input in team and national forums.
- Have an understanding of vicarious trauma which may occur through conversations with providers and participants and/or when reading documentation where distressing information may be disclosed.

**Please note**:
**About you**
- **Australian citizenship is a requirement to be eligible for this position**:

- **You must already possess a baseline security clearance**:

- Good communicator in a variety of formats
- Demonstrated experience within a Complaints environments
- Background with regulatory bodies, Disability or Government highly advantageous
- High emotional intelligence

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