Manager, Assessment

4 months ago

Brisbane, Australia Office of the Health Ombudsman Full time

**In this role you will**:

- Manage the efficient and effective delivery and coordination of high-quality assessments - practitioner (registered and unregistered) systemic, complex priority in line with organisation policies, procedures, and legislation, including:

- prioritisation and progression of caseloads to achieve strict deadlines in a complex and sensitive environment
- provision of technical supervision and guidance
- effective personnel management of highly skilled Principal and Senior officers undertaking complex assessment activities
- Lead the Assessment team in achieving high quality complaints management and overall quality assurance including:

- Supporting Team Leaders to progress priority matters within statutory timeframe (serious clinical / adverse outcomes, death of consumers, serious clinical, performance and conduct matters, systemic issues affecting quality and safety in healthcare).
- Achieving organisational performance indicators for timeliness and quality, including ensuring matters relating to corrupt conduct, public interest disclosures, and human rights complaints are managed appropriately and in accordance with the requirements of those relevant legislations
- Ensuring complaints Assessment decision making system is effective and efficient whilst being person-centred, trauma informed and culturally safe and capable
- Preparing high-quality briefs for the Health Ombudsman, including targeted responses to ministerial enquiries, media matters and sensitive consumer complaints
- Coordinating the Assessment team to meet performance indicators in line with divisional targets and benchmarks, including accurate data collection for reporting
- Lead sound administrative assessment decisions and reasons regarding complaints and other matters. This includes decisions as to whether no further action should be taken, or where complaints should be referred for local resolution, conciliation, investigation (for practitioners or systemic issues) and /or referral to another entity and where appropriate, to prepare briefing documents for the Health Ombudsman on high risk, serious matters that raise concerns about issues of public interest and safety.
- Actively engage with internal and external stakeholders and develop high-level and effective relationships (including co-ordinating and driving interagency liaison and collaboration) to support Assessment processes and to ensure effective use of public resources, enhance service delivery and the office's relationship within the wider healthcare setting.
- Oversee and co-ordinate staff provision of independent clinical advice, input, scoping and planning of Assessments
- Provide high level operational support to the Director Assessment and Resolution in relation to leading complex case management and consultations, human resource management and escalation of risk pathways for high priority issues only.

The role description will outline any qualifications, licences and specific requirements of the role. If you are interested in this job we encourage you to read the attached role description and talk to the contact officer.
- Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar).
- Prior to appointment, current and previous public sector employees are required to disclose any history of serious disciplinary action in accordance with section 71 of the Public Sector Act 2022

**APPLICANTS ARE REQUESTED TO APPLY ONLINE - scroll down and click the 'APPLY ONLINE' button**
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