Strategic Leader, Complaints Management

6 days ago

Hobart, Tasmania, Australia Aged Care Quality And Safety Commission Full time
About the Role

The Aged Care Quality and Safety Commission is seeking a highly skilled and experienced professional to lead our Complaints team. As a key member of our Intake and Complaints Resolution Group, you will be responsible for driving strategic priorities, building organisational capacity, and supporting staff to navigate complex matters and deliver agreed outcomes.

Key Responsibilities
  • Provide strong leadership and management skills to build the capacity of staff and ensure efficient and professional service delivery.
  • Make delegated decisions under the Commission Act and Rules, based on a good understanding and knowledge of relevant legislation.
  • Ensure the Complaints team operates within the Commission's guidelines and operating procedures.
  • Work collaboratively with external stakeholders and support staff to remain resilient when dealing with conflict and/or challenging behaviours.
  • Identify and respond appropriately to risk.
  • Manage high volumes of work, considering risk, agreed priorities, and KPIs.
  • Actively contribute to the Commission's strategic directions and achievements against our corporate priorities.
  • Foster and support staff wellbeing and contribute towards maintaining a positive culture that is customer-centred and aligned with recruitment, training, HR, and procurement processes.
  • Prepare briefings and reports for senior management on the team's performance.
Eligibility Requirements
  • Strong leadership and management skills, with the ability to build capability and provide support to staff dealing with high workloads and sometimes stressful external stakeholder interactions.
  • Capacity to work in a busy environment with competing priorities and ability to effectively manage and prioritise workload to deliver agreed outcomes.
  • Demonstrated ability to use sound judgement, analytical skills, and ability to understand and apply legislation and make delegated decisions.
  • Ability to build organisational capacity and responsiveness by driving and implementing strategic initiatives.
  • High-level negotiation skills and the ability to work collaboratively with, and maintain professional relationships with a range of stakeholders to achieve operational priorities and strategic direction of the Commission.
  • Excellent interpersonal, oral, and written communication skills, including communicating coherently and concisely to a range of audiences.
  • An understanding of best practice complaints management and risk-based regulation, including the ability to identify and respond appropriately to risk.
  • High proficiency in applying legislation, or the ability to quickly acquire knowledge of aged care legislation and Aged Care Standards.
Desirable Skills, Experience, and Qualifications

Experience in aged care or clinical experience and/or conciliation experience is highly desirable but not mandatory.

Selection Process Timeframes

The timeframes for this selection process are:

  • Shortlisting Outcomes: 4 October 2024
  • Interviews and references: 8 October to 24 October 2024
  • Selection Outcomes: 8 November 2024

Where there are delays in the selection timeframes, candidates will be notified.

Merit Pool

A merit pool of suitable candidates may be created from this selection process. Suitable candidates placed on the merit pool may be contacted in relation to identical or similar vacancies on a non-ongoing and ongoing basis at the Commission, or the broader APS, within 18 months from the start date of this advertisement.

Non-ongoing opportunities may be offered with an initial engagement of up to 18 months, with one possible extension of up to 6 months (a total maximum contract period of 2 years).

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.

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