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Aps4/5 Complaint Handling Officers

2 months ago

Canberra, Australia DFP Recruitment Services Full time

**Job description**:
**APS4-1 pay rate: $43.89 p/h Plus Super**

**APS5-1 pay rate: $48.21 p/h Plus Super**

**6-month contract plus possible 6-month extension**

**Braddon location**

**About the Organisation**
This Government body works with people with disability, providers, and the community to deliver nationally consistent, responsive, and effective regulation of service providers. They seek to uphold the rights of, and promote the health, safety, and wellbeing of people with disability receiving supports or services. They are currently looking at expanding their teams with both APS4 and APS5 Complaint Handling Officers for their Canberra branch.

**APS4 Complaints Handling Officer duties will be, but not limited to**:

- Utilise statutory provisions under the relevant legislative frameworks and Acts to request the relevant information necessary to process and prepare complaints documentation to enable the decision maker to make robust decisions within legislated timeframes.
- Manage and resolve a caseload of routine complaints about the provision of supports and services by scheme providers, including assessing straightforward complaints and contributing to complaints handling activities, including conciliations.
- Monitor incoming complaints to ensure high-risk or complex complaints are escalated to be dealt with expeditiously and escalate any delays or workflow obstacles.
- Support education and training programs in relation to the effective handling of complaints to inform and educate participants, scheme providers, and the public about the Commission’s complaint handling functions.
- Actively participate in an environment where learning and information sharing is encouraged.

**APS5 Complaints Handling Officers duties will be as above, and also including**:

- Manage and resolve a caseload of complaints about the provision of supports and services by scheme providers, including assessing moderately complex complaints and contributing to complaints handling activities, including conciliations.
- Monitor incoming complaints to ensure high-risk or complex complaints are escalated to be dealt with expeditiously and escalate any delays or workflow obstacles to line managers and managers.
- Actively contribute to education and training programs in relation to the effective handling of complaints to inform and educate participants, scheme providers and the public, about the Commission’s complaint handling functions.
- Contribute to a learning culture where expertise can be appropriately shared.
- Other related/connected duties as required by the Agency.
- Complete all required mandatory training programs in the Agency. The timing and completion of the training will be discussed with the Agency’s contact officer.

**About you**

In addition, you will be able to demonstrate the following
- Previous experience in a complaint handling environment, managing routine complaints to a high standard.
- Demonstrated negotiation skills and an understanding of contemporary dispute resolution theory and practice.
- Well-developed analytical skills including a capacity to evaluate complaints, identify risks and contribute to solutions.
- Sound written and oral communication skills.
- Demonstrated organisational skills and the capacity to manage competing demands and to meet deadlines.
- The ability and the confidence to make sound judgements and decisions based on thorough research, problem-solving, and evidence-based practice.

**Applicants must**
- Be willing to undergo an Australian Federal Police check.
- Hold a Baseline Security Clearance.

**To apply**

Note: You may be required to provide evidence of your COVID-19 vaccination status.

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