Aged Care Resolution Specialist

5 days ago

Canberra, ACT, Australia beBeeComplaints Full time $97,398 - $124,998
Job Overview

The Aged Care Quality and Safety Commission has opportunities for senior complaints officers to make a positive impact on people receiving aged care, their supporters, and service providers.

Senior complaints officers use various techniques to resolve complaints in a timely and effective manner, including desk-based investigations, facilitated discussions, and meetings or site visits. They aim to resolve complaints impartially, achieving positive outcomes for older people and improving their aged care experience.

Key responsibilities include:

  • Working with complainants, individuals receiving care, their supporters, and service providers to identify concerns and develop options for resolution;
  • Analyzing and interpreting information presented, including identifying, prioritizing, escalating, and managing risks within the caseload;
  • Contributing to the overall objectives and outcomes of the team, including meeting legislated and other key performance indicators;
  • Positively contributing to the work of the team by sharing ideas, offering support, and collaborating on key tasks;
  • Managing high caseloads involving complex and sensitive subject matter and competing priorities;
  • Having difficult conversations with stakeholders, including aged care recipients, their supporters, and service providers;
  • Accurately recording information, including detailed file notes, risk assessments, referrals, recommendations, and escalation briefs;
  • Producing high-quality correspondence for complainants, individuals receiving care, their supporters, and service providers, centered on their needs and meeting administrative decision-making principles.

Successful candidates will possess strong analytical and problem-solving skills, ability to assess and manage risk, work within legislative requirements, and make impartial recommendations. They will also have excellent written and verbal communication skills, ability to write comprehensive evidence-based recommendations, and strong stakeholder engagement skills.

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