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Improving Age Care Outcomes
2 weeks ago
As a Senior Complaints Officer, you will play a vital role in addressing complaints and concerns of individuals receiving aged care services, their supporters, and service providers. You will be responsible for investigating and resolving complex complaints in a timely and effective manner.
Key to your success will be your ability to communicate effectively with stakeholders at all levels, from daily interactions to complex and contentious matters. Your goal will be to achieve positive outcomes for older people and improve their aged care experience.
You will work collaboratively with the Intake and Complaints Resolution Group (ICRG) to resolve concerns and make positive improvements for people receiving aged care. The ICRG supports managing risk, complaint resolution, sharing intelligence, and where required, an integrated regulatory response.
Key Accountabilities:- Investigate and resolve complaints in a fair and impartial manner.
- Communicate effectively with complainants, people receiving care, their supporters, and service providers.
- Collaborate with the ICRG to achieve team objectives and outcomes.
- Manage high caseloads involving complex and sensitive subject matter and competing priorities.
- Accurately record information, including detailed file notes, risk assessments, referrals, recommendations, and escalation briefs.
- Produce high-quality correspondence for complainants, people receiving care, their supporters, and service providers.
- High-level analytical and problem-solving skills, including the ability to assess and manage risk.
- Excellent written and verbal communication skills, including the ability to write comprehensive evidence-based recommendations and reasons for decisions tailored to your audience.
- A strong understanding of the principles of administrative decision-making and the aged care sector.
- Ability to work within legislative requirements and make impartial recommendations.
- Strong stakeholder engagement skills and the ability to maintain productive working relationships.
- Opportunity to make a positive impact on the lives of older people and their families.
- Collaborative and supportive work environment.
- Professional development opportunities.
