Resolution Specialist

6 days ago

Canberra, ACT, Australia beBeeComplaints Full time $98,950 - $109,290
Job Title: Senior Complaints OfficerAbout the Role

The Aged Care Quality and Safety Commission is seeking a highly skilled Senior Complaints Officer to join their team. The successful candidate will play a key role in resolving complaints in a timely and effective manner, ensuring positive outcomes for older people and improving their aged care experience.

Key Responsibilities

  • Work with complainants, people receiving care, their supporters and service providers to identify concerns and develop options to achieve resolution.
  • Analyse and interpret information presented to you including identifying, prioritising, escalating and managing risks within your caseload.
  • Contribute to the overall objectives and outcomes of your team, including meeting legislated and other key performance indicators.
  • Positively contribute to the work of your team by sharing ideas, offering support and collaborating on key tasks.
  • Manage high caseloads involving complex and sensitive subject matter and competing priorities.
  • Have difficult conversations with stakeholders including aged care recipients, their supporters and service providers.
  • 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. Correspondence needs to be person centred, as well as meeting the principles and requirements of administrative decision making.
Required Skills and Qualifications

Skills

  • High level analytical and problem-solving skills, the ability to assess and manage risk, work within legislative requirements, make impartial recommendations.
  • A strong understanding of the principles of administrative decision making.
  • A strong understanding of the aged care sector and the ability to interpret, understand and apply, or to quickly acquire knowledge of relevant legislation, including the Aged Care Act 1997 and Aged Care Quality Standards.
  • Excellent written and verbal communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions tailored to your audience.
  • Manage interpersonal relationships with respect and work within your team to accomplish organisational goals.
  • Well-developed time management skills to thrive in a busy environment ensuring your case load and competing priorities are actioned appropriately.
  • Strong stakeholder engagement skills and the ability to maintain productive working relationships.
  • Identifying broader factors, trends and influences that may impact on the team's objectives.
Benefits

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. RecruitAbility applies to this vacancy.

Diversity and Inclusion

We are an equal opportunities employer and welcome applications from candidates who can demonstrate the potential to excel in this role.

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