Nurse/Midwife Management Coordinator

Job Description

Agency Department of Health Work unit Custodial Care

Job title Nurse/Midwife Management Coordinator (Complaints) Designation Nurse Level 5 - RDO

Job type Full time Duration Fixed for 2 years

Salary $136,235 - $143,391 Location Darwin

Position number RTF Closing 04/09/2025

Contact officer Ted Murphy on or

About the agency

Apply online

APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR TERTIARY

QUALIFICATIONS.

Information for applicants – Inclusion and diversity and Special Measures recruitment plans

The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates people with disability

by making reasonable workplace adjustments. If you require an adjustment for the recruitment process or job, please discuss this with the contact

officer. For more information about applying for this position and the merit process, go to the OCPE website.

Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures plans, go to the OCPE

website.

Primary objective

Provide sound professional advice critical in dealing with significant issues related to assessment, planning, review, evaluation, and coordination

of service delivery in defined practice area.

Context statement

The Complaints Coordinator plays a critical role in managing and resolving healthcare complaints across multiple custodial settings, including

correctional centres, youth detention facilities, and other secure environments. Working within a complex intersection of healthcare and justice

systems, this role is central to promoting accountability, transparency, and continuous improvement in custodial health services.

Operating in environments where individuals often experience complex health challenges—such as mental illness, substance dependency, chronic

conditions, and social disadvantage—the coordinator ensures that all complaints related to health care are handled with fairness, integrity, and in

line with professional, legal, and ethical standards. A trauma-informed and culturally responsive approach is essential to supporting the rights and

dignity of people in custody.

Demonstrated experience in complaints management processes is essential, including skills in triaging concerns, conducting investigations,

preparing responses, and liaising with internal and external stakeholders. The coordinator must also navigate the sensitive and at times high-risk

nature of complaints in custodial settings, balancing patient advocacy with institutional and operational considerations.

The role contributes to broader service improvement by identifying complaint trends, supporting staff education, and advising on policy and

practice enhancements. Through this work, the Complaints Coordinator supports the delivery of safe, effective, and person-centred care within

secure environments, ensuring health services remain responsive, accountable, and aligned with community standards of care.

Key duties and responsibilities

1. Provide contemporary human, material, and financial resource management for defined area of practice.

1. Support delivery of excellence in nursing/midwifery care by modelling advanced knowledge, skills, and behaviours for the provision of client

care and facilitating less experienced staff to develop appropriate skills, knowledge, abilities, and attitudes.

3. Demonstrate NTH values - safe; responsive; kind – in all decision-making and interactions with consumers and colleagues

1. Follow defined service quality standards, work health and safety policies and procedures relating to the work being undertaken in order to

ensure high quality, safe services and workplaces.

5. Foster a positive workplace culture through exemplary leadership practices and role modelling behaviour.

Selection criteria

Essential

1. Current registration with Nursing and Midwifery Board of Australia or eligible for same.

2. Demonstrated advanced clinical knowledge and management skills in an area of nursing/midwifery relating to this vacancy, supporting well-

developed decision-making and problem solving to enable delivery of high-quality clinical services.

3. Demonstrated experience with operational planning and proficient management of human, material, and financial resources to support

operational effectiveness and attainment of organisational objectives.

4. Demonstrated ability to facilitate a positive work environment, modifying work practices where necessary to meet the needs of healthcare

consumers and staff.

5. Demonstrated use of effective communication skills to maximise productive working relationships, including with relevant specialists and

executive management, and manages conflict to promote co-operation, teamwork and understanding.

6. Demonstrates and applies well-developed knowledge and understanding of the social and cultural issues, influences and sensitivities that

influence health care provision for individuals and groups.

Desirable

1. Graduate Diploma, or equivalent, beyond entry to practice relevant to specialty area.

Further information

Ongoing appointment is subject to attainment of Graduate Diploma, or equivalent, beyond entry-to-practice relevant to specialty.

The preferred or recommended applicant will be required to hold a current working with children clearance notice and undergo a criminal history

check. A criminal history will not exclude an applicant from this position unless it is relevant to the position. This role carries specific immunisation

requirements. To be eligible for appointment you will be required to meet the immunisation requirements associated with Category A healthcare

workers (direct contact with blood or body substances). Please contact for further information.