Aged Care Service Improvement Specialist
2 weeks ago
The Aged Care Quality and Safety Commission is seeking a Service Improvement Officer to make positive improvements for people receiving aged care.
As a Service Improvement Officer, you will use a range of techniques to resolve complaints in a timely and effective manner. This may include desk-based investigations, facilitated discussions and meetings or site visits.
Your strong customer outcome focus will ensure that you liaise with internal and external stakeholders in all cases, from daily interactions to complex and contentious matters.
About the RoleThis role is part of the Intake and Complaints Resolution Group which works with people receiving aged care services, their supporters and service providers to resolve concerns and make positive improvements for people receiving aged care.
The Complaints section supports managing risk, complaint resolution, sharing intelligence and where required, an integrated regulatory response.
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-centered, as well as meeting the principles and requirements of administrative decision making.
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