Aged Care Resolution Specialist

6 days ago

Canberra, ACT, Australia beBeeComplaints Full time $85,120 - $108,588
Job Description

We are seeking a Senior Complaints Officer to join our team. The role involves working with people receiving aged care, their supporters, and service providers to resolve concerns and make positive improvements for people receiving aged care.

The Senior Complaints Officer will use a range of techniques to resolve complaints in a timely and effective manner, such as desk-based investigations, facilitated discussions, meetings, or site visits.

The aim is to resolve complaints impartially, achieving positive outcomes for older people and improving their aged care experience.

The Senior Complaints Officer will 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.

Key Responsibilities
  • Work with complainants, people receiving care, their supporters, and service providers to identify concerns and develop options for resolution.
  • Analyse and interpret information presented, including identifying, prioritising, escalating, and managing risks within your caseload.
  • Contribute to overall objectives and outcomes, including meeting legislated and other key performance indicators.
  • Positively contribute to team work 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.
Eligibility RequirementsKey Capabilities
  • High-level analytical and problem-solving skills, assessing and managing risk, working within legislative requirements, making impartial recommendations.
  • Strong understanding of administrative decision-making principles.
  • Strong understanding of the aged care sector, interpreting, understanding, and applying relevant legislation, including the Aged Care Act 1997 and Aged Care Quality Standards.
  • Excellent written and verbal communication skills, writing comprehensive evidence-based recommendations tailored to the audience.
  • Well-developed time management skills, thriving in a busy environment ensuring case loads and competing priorities are actioned appropriately.
  • Strong stakeholder engagement skills, maintaining productive working relationships.
  • Representing the commission publicly, acting professionally, adhering to APS values and code of conduct, and operating within organisational processes and legal directions.
Desirable Skills, Experience, and Qualifications
  • Experience in complaints management, dispute resolution, legal, aged care, clinical experience, or financial experience is highly desirable but not mandatory.
How to Apply

To apply for this position, please submit an online application through our website.

As part of your application, you will need to provide a resume and a statement with examples demonstrating how you meet the key capabilities for the role as described in the position description.

Contact Officer

For any questions about the role, please contact our support team via email.

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