Assistant Director, Contact and Early Resolution

1 week ago

Penrith, Australia NDIS Quality and Safeguards Commission Full time

**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.

**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

**Job Reference**

**Number**
039_03/23

**Number of**

**Vacancies**
1

**Position Title**

Assistant Director,

Contact and Early

Resolution Centre

**Division**

Complaints Commissioner

**Classification **EL1 **Branch** Complaints Commissioner

**Status**
Ongoing

Full time
**Section** Contact and Early Resolution Centre

**Salary Range**
$111,445
- $126,503
**Location **Penrith, NSW

**Contact Person **Tanya Ellis **Contact Job Title**
Director, Contact and Early Resolution

Centre

**Contact**

**Number**

**Date**

**Applications**

**Open**

29 March 2023
**Date Applications**

**Close**
12 April 2023 11:30 PM AEST

NDIS Quality and Safeguards Commission 2

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, and

provide NDIS market oversight, including:
i. by monitoring changes in the NDIS market which may indicate emerging

risk; and

ii. by monitoring and mitigating the risks of unplanned service withdrawal.

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

Commission.

**Complaints Commissioner Branch**
The Complaints Commisisoner Branch is responsible for State and Territory operations that
deliver the NDIS Commission’s complaints function and local engagement; building
provider capability to prevent and manage incidents affecting people with disability;
building capability in positive behaviour support strategies; and undertaking compliance
and investigation activities, and enforcement action.

The Compliants Commissioner Branch forms part of the complaints functions in the NDIS
Commission, which also includes

Contact and Early Resolution Centre

National Complaints and Reportable Incidents Policy

National Compliants Operations

**Contact and Early Resolution Centre**

The Contact and Early Resolution Centre facilitates accessible forms of customer support to

people with disability who are making an enquiry or complaint. It is the first point of

contact for a stakeholder groups, including NDIS participants, their families and carers,

NDIS Quality and Safeguards Commission 3

service providers, employees of service providers (workers), representatives of advocacy

groups, not-for-profit organisations, and the public.

People who contact the NDIS Commission may be seeking information about provider

registration, worker screening, behaviour support, reportable incidents and other general

enquiries. People with disability, their family, carers and others can make a complaint about

an NDIS service by phoning the NDIS Commission. The Contact and Early Resolution Centre

supports the intake and early resolution of complaints and, where the complaint is not for

the NDIS Commission, supports people with their enquiry.

The Contact and Early Resolution Centre maintains positive customer service, efficient

handling of calls and supports internal business areas.

**Key duties**
Centre and is responsible for carrying out a range of activities including:
Leading the day to day operations and contributing the further development of a
contemporary call centre;
Managing a team of approximately 12 Contact and Early Resolution Centre call
staff;
Leading, motivating and developing the team

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