Contact Centre Officer

2 weeks ago

Penrith, Australia NDIS Quality and Safeguards Commission Full time

**APS 3 - Contact Centre Officer**

**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**
070_05/23

**Number of**

**Vacancies**
Various

**Position Title**
Contact Centre

Officer
**Division**

Complaints Commissioner

**Classification **APS 3 **Branch** NDIS Commission Contact Centre

**Status**
Ongoing Full

time
**Section** As above

**Salary Range**
$65,631
- $71,211
**Location **Penrith NSW

**Contact Person **Rachel Mathison **Contact Job Title**
Director Contact and Early Resolution

Centre

**Contact**

**Number**

03 9473 5216 or

043692 1276

**Date**

**Applications**

**Open**

Tuesday 23 May

2023 12:00 AM

**Date Applications**

**Close**
Tuesday 6 June 2023 11:30 PM

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 Division**
Staff within the Complaints Commissioner Division assist the Complaints Commissioner to
manage the Commissioner’s complaints functions. This includes:
functions relating to the investigation, management, conciliation and resolution of
complaints conferred on the Commissioner by the NIDS rules

assisting with the continued development of the complaints function, including
implementation of best practice, policy, procedures and training

functions relating to the intake and triaging function within the NDIS Commission

educating people about, and developing resources relating to best practice handling
of complaints arising out of, or in connection with, the provision of supports or
services by NDIS providers

building the capacity of people with disability to pursue complaints in relation to the
provision of supports and services

supporting registered NDIS providers develop and implement effective incident
management and complaint systems

collecting, correlating, analysing and disseminating information relating to
complaints to identify trends or systemic issues, and

NDIS Quality and Safeguards Commission 3

building NDIS provider capability to develop a culture of learning and innovation to
deliver high quality supports and services, prevent incidents and respond to
complaints.

**Complaints**_ _
This role provides you with the opportunity to work with NDIS participants, their families
and advocates, to ensure their voices are heard on the important issues of quality and
safety that matter to them.

Anyone can make a complaint about NDIS services and supports. The NDIS Commission
takes complaints about whether a support or service has been provided by an NDIS
provider in a safe way and to an appropriate standard.

**The NDIS Commission’s Contact Centre**
The Contact Centre facilitates accessible forms of customer support to ensure that people

with disability are supported in making their enquiry or complaint and is the first point of

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

carers, servic

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