Manager, Resolution and Referrals

**In this role you will**:

- Manage the efficient and effective delivery and coordination of high-quality referrals and resolution practitioner (registered and unregistered) and health service providers, in line with organisation policies, procedures, and legislation, including:

- prioritisation and progression of caseloads to achieve timelines in a sensitive and increasingly complex environment
- provision of technical supervision and guidance
- effective personnel management of highly skilled Principal and Senior officers undertaking referrals and resolution activities
- Lead the Referrals and Resolution team in achieving high quality complaints management and overall quality assurance including:

- Supporting Team Leaders to progress matters within statutory timeframe (sensitive matters, clinical / adverse outcomes, death of consumers, performance and conduct matters, systemic issues affecting quality and safety in healthcare).
- Achieving organisational performance indicators for timeliness and quality, including ensuring matters relating to corrupt conduct, public interest disclosures, and human rights complaints are managed appropriately and in accordance with the requirements of those relevant legislations
- Ensuring referrals and resolution decision making system is effective and efficient whilst being person-centred, trauma informed and culturally safe and capable
- Preparing high-quality briefs for the Director, Executive Director and at times the Health Ombudsman, including targeted responses to media matters and sensitive consumer complaints
- Coordinating the team to meet performance indicators in line with divisional targets and benchmarks, including accurate data collection for reporting.
- Lead sound, consistent administrative decisions and reasons regarding complaints and other matters. This includes decisions as to whether matters are resolved (or not), suitable for no further action or suitable for further relevant action.
- Actively engage with internal and external stakeholders and develop high-level and effective relationships (including co-ordinating and driving interagency liaison and collaboration) to support Referrals and Resolution processes and to ensure effective use of public resources, enhance service delivery and the office's relationship within the wider healthcare setting.
- Provide high level operational support to the Director Assessment and Resolution in relation to leading sensitive case management, s91C assurance monitoring and briefings, human resource management and escalation of risk pathways for high priority issues only.

The role description will outline any qualifications, licences and specific requirements of the role. If you are interested in this job we encourage you to read the attached role description and talk to the contact officer.
- Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar).
- Prior to appointment, current and previous public sector employees are required to disclose any history of serious disciplinary action in accordance with section 71 of the Public Sector Act 2022.
- All employees are required to disclose any interest/s that conflict, may conflict or may be perceived to conflict with the discharge of their duties in accordance with section 182 of the Public Sector Act 2022.

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