Principal Complaints Management and Oversight

4 days ago

Brisbane, Australia Office of the Health Ombudsman Full time

**In this role you will**:

- Manage the development and ongoing performance of the Assessment and Resolution referral function to ensure it supports the OHO to meet its strategic and legislative objectives. This includes the development, monitoring and review of referral policies and procedures ensuring sound governance.
- Build and maintain strong internal and external stakeholder relationships to facilitate effective collaboration and engagement. This includes providing guidance to external agencies on the management of complaints to ensure the OHO meets its objectives in terms of safety and quality in healthcare and maintaining public confidence. A key aspect of the role is the adoption of a people-centred approach to complaints management and meaningful resolution through ensuring that external entities have sufficiently addressed the complaint including the review of policy and processes where applicable.
- Lead and manage a team where individuals are valued, supported and provided with clear direction.
- Implement reporting to identify and escalate operational risks and ensure responsive team performance through data analysis, trend identification and quality audits.
- Provide high level advice and manage the reporting of high-risk matters to the Crime and Corruption Commission (CCC Liaison Officer) and Queensland Ombudsman (QO) (PIDs - RaPID) to ensure OHO meets its external legislative obligations.

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.

**APPLICANTS ARE REQUESTED TO APPLY ONLINE - scroll down and click the 'APPLY ONLINE' button**
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