Aged Care Improvement Specialist

2 weeks ago

Hobart, Tasmania, Australia beBeeCustomerFocused Full time $75,000 - $123,456
Senior Complaints Officer Role Overview

The Aged Care Quality and Safety Commission has several exciting opportunities for Senior Complaints Officers to make positive improvements for people receiving aged care, their supporters, and service providers.

Senior Complaints Officers use a range of techniques to resolve complaints in a timely and effective manner. This includes desk-based investigations, facilitated discussions and meetings, or site visits. Our complaints teams aim to resolve complaints in an impartial manner, achieving positive outcomes for older people and improving their aged care experience.

Senior Complaints Officers have a strong customer outcome focus, with the resilience and confidence to liaise with internal and external stakeholders in all cases, from daily interactions to complex and contentious matters.

About our role and responsibilities
  • We work closely with complainants, people receiving care, their supporters, and service providers to identify concerns and develop options to achieve resolution.
  • Our team is responsible for analysing and interpreting information presented to us, including identifying, prioritising, escalating, and managing risks within our caseload.
  • We contribute to the overall objectives and outcomes of our team, including meeting legislated and other key performance indicators.
  • Our team works together to share ideas, offer support, and collaborate on key tasks.
  • Senior Complaints Officers manage high caseloads involving complex and sensitive subject matter and competing priorities.
  • They have difficult conversations with stakeholders, including aged care recipients, their supporters, and service providers.
  • Accurate record-keeping is essential, including detailed file notes, risk assessments, referrals, recommendations, and escalation briefs.
  • High-quality correspondence is produced for complainants, people receiving care, their supporters, and service providers.

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