Complaints Officer

2 days ago

Greater Adelaide SA, Australia Aged Care Quality and Safety Commission Full time

APS Level 5
$83,048 to $89,813 + 15.4% superannuation
Adelaide, Brisbane, Canberra, Hobart, Melbourne, Perth, Sydney
The Aged Care Quality and Safety Commission have several exciting opportunities for Complaints Officers.
Complaints Officers are focused on making positive improvements for people receiving aged care, their supporters and service providers. Complaints Officers use a range of dispute resolution techniques to resolve complaints, such as desk-based investigations, conciliation, service provider resolution or site visits. Investigations are primarily conducted from the office and occasionally site visits are required.
Complaints Officers have a strong customer outcome focus, with the resilience and confidence to liaise with internal and external stakeholders in all matters, from daily interactions to contentious matters.
About our group and section
Intake and Complaints Resolution Group (ICRG) works with people receiving aged care services, their supporters and service providers to resolve concerns and make positive improvements for people receiving aged care. The Complaints Resolution section sits within ICRG which supports managing risk, complaint resolution, sharing intelligence and where required, an integrated regulatory response.
KEY ACCOUNTABILITIES
Working with complainants, people receiving care and service providers to identify concerns and developing options to achieve resolution
Managing calls and managing difficult conversations and tailoring communication strategies to a diverse group of stakeholders
Analyse and interpret information presented to you including identifying, escalating and managing risks within your caseload seeking guidance as required.
Accurately recording information including, preparing detailed reports, correspondence and recommendations
Effectively managing individual caseloads while contributing to the overall objectives and outcomes of your team
The incumbent can expect to be allocated other duties
ELIGIBILITY REQUIREMENTS
Key capabilities
Strong analytical and problem-solving skills, the ability to assess and manage risk, work within legislative requirements, make impartial recommendations and access and use specialist advice when needed
Strong written and verbal communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions tailored to your audience
Time management skills to thrive in a busy environment ensuring your case load and competing priorities are actioned appropriately.
Collaboratively achieving outcomes and influencing positive culture in the workplace.
Ability to identify broader influences that may impact on the team’s work objectives.
Demonstrates an awareness of the implications of issues for own work and work area.
Desirable skills, experience and qualifications
Position eligibility
In addition to the above key capabilities, to be eligible for this position you must:
be an Australian citizen
satisfy a National Coordinated Criminal History Check
satisfy pre-existing medical condition declaration
required to provide evidence of seasonal influenza and COVID 19 vaccinations
attend a two-week onsite induction for the role.
HOW TO APPLY
Your resume (three pages maximum)
CONTACT OFFICER
PREPARING YOUR APPLICATION
SELECTION PROCESS NEXT STAGE
SELECTION PROCESS TIMEFRAMES
**The timeframes for this selection process are**:
**Shortlisting Outcomes**: 14 February 2025
**Interviews and references**: 24 - 26 February 2025
**Selection Outcomes**: 24 March 2025
MERIT POOL
DIVERSITY AND INCLUSION
The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff.
The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan. The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers.
Position Description - APS5 Complaints Officer
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