Aps5 Complaints Officers

5 months ago

Canberra, Australia Talent International Full time

australia australian capital territory contract negotiable- **Multiple APS5 Contracting roles - Complaints Officers / Reportable Incidents - Intake Triage and Early Resolution Officers**:

- **Contract Term: 24 Months Long Term Contract**:

- **Canberra City location - Flexible working arrangement available**

**About the Client**
Our client is an independent body that works with people with disability, providers and the community to deliver the nationally consistent, responsive and effective regulation of National Disability Insurance Scheme providers.

**Key Responsibilities**
**APS5 Complaints Officers**
- Assessing and monitoring complaints and other regulatory intelligence, consistent with the National Disability Insurance Scheme Act 2013 and Rules.
- Managing a caseload of complaints in connection with the provision of supports and services by Registered or unregistered NDIS providers, including the assessment of complex matters and escalating incidents for investigation or other action where necessary.
- Identifying and providing advice on trends and issues through the oversight and review of complaints received by the NDIS Commission.
- Completing assessments of complaints and other regulatory intelligence to a quality standard within agreed timeframes.
- Providing education and training to providers in relation to identifying incidents, preventing and effectively responding to abuse and neglect of people with disability, through the provision of information about the Commission’s functions.
- Developing and maintaining strategic relationships with a large and diverse range of external stakeholders, including state and territory counterparts, service providers, and regulatory bodies to facilitate the work of the function, and the NDIS Commission more broadly.
- Preparing complex and/or sensitive correspondence and corporate documentation, including reports, briefings and submissions.
- Contributing to a learning culture where expertise can be developed and appropriately shared.
- Contributing to supporting and building capability in a team environment through input in team and national forums.
- Have an understanding of vicarious trauma which may occur through conversations with providers and participants and/or when reading documentation where distressing information may be disclosed.

**APS5, Reportable Incidents - Intake Triage and Early Resolution Officers**
- Assessing and monitoring reportable incidents and other regulatory intelligence, consistent with the National Disability Insurance Scheme Act 2013 and Rules.
- Managing a caseload of reportable incidents in connection with the provision of supports and services by Registered NDIS providers, including the assessment of complex incidents (including deaths of people with disability) and escalating incidents for investigation or other action where necessary.
- Identifying and providing advice on trends and issues through the oversight and review of reportable incidents received by the NDIS Commission.
- Completing assessments of reportable incidents and other regulatory intelligence to a quality standard within agreed timeframes.
- Providing education and training to providers in relation to identifying incidents, preventing and effectively responding to abuse and neglect of people with disability, through the provision of information about the Commission’s functions.
- Developing and maintaining strategic relationships with a large and diverse range of external stakeholders, including state and territory counterparts, service providers, and regulatory bodies to facilitate the work of the function, and the NDIS Commission more broadly.
- Preparing complex and/or sensitive correspondence and corporate documentation, including reports, briefings and submissions.
- Contributing to a learning culture where expertise can be developed and appropriately shared.
- Contributing to supporting and building capability in a team environment through input in team and national forums.

**Skills and Experience**
- Strong communication and interpersonal skills to build relationships with various stakeholders.
- Proven analytical and problem-solving abilities to handle compliance issues effectively.
- Previous experience in compliance, regulatory, or related fields is highly advantageous.
- A commitment to inclusivity and supporting the wellbeing of people with disabilities.

**Eligibility/Other Requirements**:

- To be eligible for employment in this role, you must be able to provide evidence of Australian citizen, be able to obtain a satisfactory National Police Check, and hold, or have the ability to obtain and maintain a Baseline security clearance.

**How to Apply**:

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