Complaints Intake Officer

1 week ago

Canberra, Australia NDIS Quality and Safeguards Commission Full time

NDIS Quality and Safeguards Commission 1

**Job Reference Number **044_02/24

**Position Title** Complaints Intake Officer

**Classification **APS4

**Status **Ongoing Full time and Ongoing Part time

**Salary Range **$74,357 - $79,924 + 15.4% Superannuation

**Contact Person **Vicki Bors

**Contact Number **08 9318 9630

**Date Applications Open **Friday 2 February 2024 12:00 am

**Number of Vacancies **Multiple

**Division **Complaints Commissioner Division

**Branch **Complaints & Incidents

**Section** Complaints

**Location**

Adelaide SA, Brisbane QLD, Canberra ACT, Darwin NT,

Hobart TAS, Melbourne VIC, Penrith NSW, Parramatta

NSW, Perth WA

**Contact Job Title **Assistant Director, Complaints & Incidents

**Date Applications Close **Friday 16 February 2024 11:30 pm

**About the NDIS Quality and Safeguards Commission**
The NDIS Quality and Safeguards Commission (the NDIS Commission) is an independent

agency established on 1 July 2018 to improve the quality and safety of NDIS supports and

services. The Commission is the dedicated national regulator of NDIS service providers in

Australia and a non-corporate entity under the Public Governance, Performance and

Accountability Act 2013.

NDIS Quality and Safeguards Commission 2

**The NDIS Commission’s core legislative functions are to**:
Uphold the rights of, and promote the health, safety and wellbeing of, people with

disability receiving supports or services, including those received under the

National Disability Insurance Scheme.

Develop a nationally consistent approach to managing quality and safeguards for

people with disability receiving supports or services, including those received under

the National Disability Insurance Scheme.

Promote the provision of advice, information, education and training to NDIS

providers and people with disability.

Secure compliance with relevant legislation through effective compliance and

enforcement arrangements, including through the monitoring and investigation

functions conferred on the Commissioner by legislation.

Promote continuous improvement amongst NDIS providers and the delivery of

progressively higher standards of supports and services to people with disability.

Develop and oversee the broad policy design for a nationally consistent framework

relating to the screening of workers involved in the provision of supports and

services to people with disability.

Provide advice or recommendations to the National Disability Insurance Agency

(NDIA) and its Board in relation to the performance of the Agency’s functions.

Engage in, promote and coordinate the sharing of information to achieve the

objects of the relevant legislation.

Provide NDIS market oversight, including:
i. monitoring changes in the NDIS market which may indicate emerging risk;
and

ii. Monitoring and mitigating the risks of unplanned service withdrawal.

**An exciting new role awaits**
The NDIS Commission is undergoing a period of exciting transformation. If you are forward

thinking, self-motivated, resilient, and adept at building high performing teams and

building relationships in a complex and fast paced environment, we welcome you to

explore the NDIS Commission.

The NDIS Commission is a disability friendly organisation that offers interesting and

Commission.

People interested in part time roles are also encouraged to apply.

NDIS Quality and Safeguards Commission 3

**Complaints and Incidents Branch
**The Complaints and Incidents Branch is responsible for National Operations that deliver

the NDIS Commission’s complaints and incident management function and is committed to

upholding the rights of NDIS participants, to elevate quality and safety and enable

consumer independence.

The Complaints and Incidents Branch forms part of the complaints/incidents functions in

the NDIS Commission, which also includes:
Incident Intake

Complaint Intake

Complaints Early Resolution

Safeguarding

Complaints Operations

Complaints and Incidents Policy

Staff within the Complaints and Incidents Branch assist the Complaints Commissioner to

manage the Commissioner’s complaints functions. This includes:
Functions relating to intake, complaints management, conciliation and resolution

of incidents and complaints.

Assisting with the continued development of the incident and complaints intake

functions, including implementation of best practice, policy, procedures and

training.

Functions relating to the intake, triaging and early resolution of incidents and

complaints within the NDIS Commission.

Undertaking and generating solutions to support immediate safeguarding needs.

Educating people about, and developing resources relating to best practice

handling of complaints and incidents arising out of, or in connection with, the

provision of supports or services by NDIS providers.

Building capacity of people with disability to pursue complaints in relation to the

provision of supports and services

Collecting, correlati

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