Senior Aged Care Advocate

2 days ago

Hobart, Tasmania, Australia beBeeComplaints Full time $80,000 - $104,000
Role Overview

The Senior Complaints Officer plays a pivotal role in enhancing the aged care experience for individuals and their supporters. This position requires a high level of analytical and problem-solving skills to resolve complaints in a timely and effective manner.

Key responsibilities include working with complainants, people receiving care, their supporters, and service providers to identify concerns and develop options for resolution. The Senior Complaints Officer will also be responsible for analysing and interpreting information, prioritising risks, escalating issues, and managing caseloads involving complex and sensitive subject matter.

To be successful in this role, you will require excellent written and verbal communication skills, as well as the ability to manage interpersonal relationships and work collaboratively within a team environment.

The ideal candidate will have a strong understanding of the principles of administrative decision-making, as well as knowledge of relevant legislation, including the Aged Care Act 1997 and Aged Care Quality Standards.

This is an exciting opportunity for a motivated and results-driven individual to make a positive impact on the lives of aged care recipients and their supporters.

  • Key Accountabilities:
    • Work with complainants, people receiving care, their supporters, and service providers to identify concerns and develop options for resolution.
    • Analyse and interpret information, prioritise risks, escalate issues, and manage caseloads involving complex and sensitive subject matter.
    • Contribute to the overall objectives and outcomes of the team, including meeting legislated and other key performance indicators.
    • Positively contribute to the work of the 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.
Requirements

To be eligible for this role, you will require:

  • High-level analytical and problem-solving skills.
  • 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 relevant legislation.
  • Excellent written and verbal communication skills.
  • Strong stakeholder engagement skills.
  • Well-developed time management skills.
  • Ability to publicly represent the Commission, acting professionally, and operating within organisational processes and legal and public policy directions.

Desirable skills and experience include:

  • Experience in complaints management, dispute resolution, or similar.
How to Apply

Submit your application through our online portal. Please ensure you provide a resume and a statement (up to 600-words max) demonstrating how you meet the key capabilities for the role.

Selection Process

Candidates who meet the minimum requirements will be shortlisted and contacted to participate in further assessment activities.

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