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Senior Complaints Officer
2 months ago
The Aged Care Quality and Safety Commission is seeking a highly skilled and experienced Senior Complaints Officer to join our team. As a Senior Complaints Officer, you will play a critical role in resolving complaints and making positive improvements for people receiving aged care services.
Key Responsibilities- Work with complainants, people receiving care, their representatives, and service providers to identify concerns and develop options for resolution.
- Analyze and interpret information presented, including identifying, escalating, and managing risks within your caseload.
- Manage high caseloads involving complex and sensitive subject matter and difficult conversations with external stakeholders.
- Accurately record information, including preparing detailed file notes, referrals, correspondence, and recommendations.
- Effectively manage individual caseloads while contributing to the overall objectives and outcomes of your team.
- Strong analytical and problem-solving skills, with the ability to assess and manage risk, work within legislative requirements, and make impartial recommendations.
- Excellent written and verbal communication skills, including the ability to write comprehensive evidence-based recommendations and reasons for decisions tailored to your audience.
- Well-developed time management skills to thrive in a busy environment, ensuring your caseload and competing priorities are actioned appropriately.
- Strong stakeholder engagement skills and the ability to maintain productive working relationships.
- Ability to interpret or quickly acquire knowledge and apply relevant legislation, including the Aged Care Act 1997 and Aged Care Standards.
- Identify broader factors, trends, and influences that may impact on the team's objectives.
- Consider the ramifications of issues and longer-term impact of your work and work area.
- Experience in aged care or clinical experience, complaints management, and/or financial experience, including with financial fee structures of aged care providers.
- Be an Australian citizen.
- Satisfy a pre-employment screening.
- Satisfy pre-existing medical condition declaration.
- Provide evidence of seasonal influenza and COVID-19 vaccinations.
- Attend a two-week onsite induction for the role.
