EMPLOYMENT

About the Team The Intake and Complaints Resolution Group (ICRG) work 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 is part of ICRG which supports managing risk, complaint resolution, sharing intelligence and where required, an integrated regulatory response. About the Role The Aged Care Quality and Safety Commission have several exciting opportunities for Senior Complaints Officer. Senior Complaints Officers are focused on making positive improvements for people receiving aged care, their supporters and service providers Senior Complaints Officers use a range of techniques to resolve complaints in a timely and effective manner, such as desk-based investigations, facilitated discussions and meetings or site visits. Our complaints teams aim to resolve complaints in an impartial manner, achieving positive outcomes for older people, improving their aged care experience. Senior Complaints Officers have a strong customer outcome focus, with the resilience and confidence to liaise with internal and external stakeholders in all cases, from daily interactions to complex and contentious matters. The key duties of the position include • 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 centred, as well as meeting the principles and requirements of administrative decision making. • Be allocated duties that may not be specifically mentioned in the position description, that are within the capacity, qualifications and experience normally expected from persons occupying positions at the APS6 classification.