Team Leader

2 weeks ago

Melbourne, Australia National Health Practitioner Ombudsman and Privacy Commissioner Full time

Location: Melbourne | CBD

Job type: Full time / 30 June 2024

Organisation: National Health Practitioner Ombudsman and Privacy Commissioner

**Salary**: $105,479 - $127,621

Occupation: Strategic Management

Reference: VG/DH/NHPO/1708731

***:
Team leaders provide professional advice and direction regarding the resolution of a broad range of complex and sensitive matters in relation to the regulation of registered health practitioners.

In general, Team leaders lead, motivate and support a small team to ensure we meet our performance standards within our Service Charter. Team leaders typically lead a team with a specific function, such as the early resolution of matters, investigating complex complaints and conducting reviews or own motion investigations into systemic concerns.

All Team leaders must have the capability to move seamlessly across all of our office's functions and contribute to the achievement of our strategic goals.

**Are you**:

- a leader who can motivate a team to meet high standards?
- a confident decision maker with experience working in an oversight entity?
- an effective and confident communicator with excellent written and verbal communication skills?

**Accountabilities**
- manage the intake and assessment of new complaints and enquiries received by the NHPO, including by rostering staff to answer phone calls and respond to written correspondence. This may include liaising with other Team leaders to ensure adequate coverage due to staff absences.
- In partnership with their manager and other Team leaders, oversee the management of complaints, enquiries and FOI matters received by the NHPO. This includes ensuring all enquiries, complaints, FOI matters are:
a) recorded in the NHPO's case management system, including accurately saving documents and other relevant information

b) responded to within the NHPO's service standards and individual performance targets.
- Where applicable, lead, motivate, and support a small team by:
a) providing professional advice and direction to staff in relation to the effective management of a broad range of complex and sensitive matters, having regard to law, good practice policies and procedures and delegated powers

c) being available to manage escalated phone calls when staff are communicating with individuals who have complex concerns or are exhibiting unreasonable behaviour
- Provide leadership by supporting team members to achieve their potential, including by:
a) providing orientation and training for new staff and managing the transfer of knowledge when staff exit

b) developing annual performance development plans with team members

c) providing timely and constructive feedback to team members, to enable the completion of tasks within agreed timeframes

d) assisting with the recruitment of new team members.
- Work in partnership with their manager and other Team leaders to ensure co-operation between staff, the most effective use of resources and consistency in approach.
- Liaise with stakeholders to obtain information and documentation required to support our work and the workflow between different teams.

**Mandatory Vaccination Policy**

**HOW TO APPLY**:
For this position, you are not required to address each of the key selection criteria in a separate written document.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.

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