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Non-ongoing Temporary Employment Register - Complaints Officers and Senior Quality Assessors (ACT/NSW/QLD/VIC/TAS/SA/WA)

Aged Care Quality and Safety Commission

The role of the Aged Care Quality and Safety Commission (the Commission) is to protect and enhance the safety, health, well-being and quality of life of people receiving aged care. 

The Commission is seeking talented people with various skills and experience to register for our Temporary Employment Register (TER). The TER assists the Commission to access appropriately skilled and experienced individuals for temporary positions (up to a possible maximum period of 3 years) and is open for candidates to register an interest in temporary employment as a Complaints Officer and/or Quality Assessor at the APS5 and APS6 level. You can register by submitting your details and resume using our online recruitment system at agedcarequality.gov.au/about-us/careers.

Candidates should be aware this is a register only and that you will only be contacted regarding your application if a vacancy arises that matches your skills, qualifications and/or experience. 

Complaints Officer Position Description – APS Level 5, APS Level 6

Complaints Officers work with people receiving services, their representatives and service providers to resolve concerns and make positive improvements for people receiving aged care using a range of complaint resolution techniques including early resolution, service provider resolution, conciliation and investigation. 

Reporting to the Complaint Manager your main responsibilities will be: 

· working with complainants, people receiving care and approved providers to identify concerns and develop options to achieve resolution

· managing calls in a telephone intake setting, which can include handling difficult conversations

· identifying, escalating and managing risks

· ensuring accurate recording of information

· using a range of complaint resolution techniques including early resolution, service provider resolution, conciliation and investigation

· preparing detailed reports, correspondence and recommendations

· developing positive and collaborative working relationships with team members and internal and external stakeholders

· contributing to the priorities of a team and effectively managing individual caseloads. 

To be successful in this role you will need the following key capabilities: 

· demonstrated analytical and problem-solving skills, including the ability to assess and manage risk, work within legislative requirements, make impartial recommendations and to use specialist advice when needed

· excellent written communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions 

· strong customer outcomes focus, confidence and resilience in liaising with internal and external stakeholders in relation to contentious matters

· capacity to work in a busy environment with demonstrated skills in time management, working with competing priorities and ability to prioritise and manage a case load

· demonstrated ability to work effectively and collaboratively as part of a team to achieve positive outcomes and a positive workplace culture

· experience in aged care or clinical experience is highly desirable but not mandatory as we have a well-developed orientation program to support the right people to excel in this role.  


Salary offered will be between $73,057 to $92,265 per annum depending on skills and experience.  In addition, 15.4% superannuation will be paid. 

Senior Quality Assessor Position Description- APS Level 6

Senior Quality Assessors are responsible for conducting audits and assessments against the Aged Care Quality Standards in residential aged care facilities, home care services and flexi-care services. Successful candidates will be required to become a registered Quality Assessor under the Aged Care Quality and Safety Rules 2018 and maintain registration. Successful candidates will be provided with relevant training to apply for registration. These roles require regular travel away from the office during the middle of the week, very frequently.

These roles will support the regulatory oversight and accreditation of aged care services and come with an attractive salary and superannuation package.

Key Duties and Accountabilities of a Senior Quality Assessor: 

· Represent the Commission with credibility and professionalism

· Assess the quality of care and services provided through aged care services against the Aged Care Quality Standards

· Interview consumers and their representatives about the quality of care and services provided by an aged care service

· Collect, synthesize, and analyse evidence to make findings and recommendations; 

· Interpret the Aged Care Quality and Safety Commission Rules 2018 and other relevant legislation, standards and industry information

· Prepare accurate reports to inform statutory decisions

· Work effectively as a team member and team leader to accomplish organisational goals

· Mentor other staff and share information for the purpose of ensuring knowledge transfer and consistency of understanding regarding the applicable standards, operating procedures and organisational goals

· Travel regularly within your State/Territory and across Australia

· Manage internal and external stakeholder relationships effectively and influence outcomes positively through those relationships

· Adhere to the Commission’s Quality Assessor Code of Conduct

· Become registered and maintain registration as a Quality Assessor under the Aged Care Quality and Safety Commission Rules 2018.   

The Commission encourages people with the following backgrounds and experience to apply:

· Regulatory officers, compliance officers, work health and safety inspectors and human services investigators

· Health professionals, particularly those with an understanding of the aged care operational environment

· Aged care professionals with experience in home care, community care and residential care

· Human service managers, e.g. disability services, indigenous services, services delivered to culturally and linguistically diverse consumers

· Complaints managers

· Systems auditors

· Quality improvement managers 

Successful candidates must have:

· A professional and friendly manner

· Excellent analytical thinking and report writing skills to inform statutory decisions

· Intermediate computer skills including the ability to learn and use new systems

· A willingness to travel each week

· A current driver’s licence


These roles involve regular travel away within each state to aged care services in rural and regional centres. There will be the requirement to undertake consecutive weeknight stays each week or fortnight. This is a requirement of the role and is not negotiable. Applicable travel expenses are covered under the Commission’s travel policy.


These roles are classified APS6 and as such the range of salary will commence at $81,961 up to a maximum of $92,426 The salary offered will be subject to experience of the successful candidate/s and upon registration as a Quality Assessor.  In addition, 15.4% superannuation will be paid.

How to apply:

Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. 

The diversity of our staff is very important to us. We welcome and actively encourage applications from people with disability, women, and people with culturally and linguistically diverse backgrounds. We welcome and actively encourage applications from Aboriginal and Torres Strait Islander people. 

Please complete and submit an online application form at https://www.agedcarequality.gov.au/about-us/careers. Only completed applications will be accepted. 

In your application please provide a statement of claims (no more than 500 words) outlining why you would like to work with us and what strengths you would bring to the role, and a copy of your Resume.  

Further information: 

For further information about the Commission please visit https://www.agedcarequality.gov.au/

For more information on the Australian Public Service, please visit https://www.apsc.gov.au/cracking-code.

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