Non-ongoing Temporary Employment Register – Complaints Officers and Senior Quality Assessors (ACT/NSW/QLD/VIC/SA/WA/TAS)
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 Complaints 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.
These roles are classified APS5 & 6 and as such the range of salary will commence at $74,518 up to a maximum of $94,110. In addition, 15.4% superannuation will be paid.
Senior Quality Assessor Position Description - APS Level 6
We are looking for the right people to join our high performing team who are responsible for the assessing and monitoring the performance of individual aged care providers (residential, home care and flexible care) against the Aged Care Quality Standards.
Quality Assessors roles, which are predominantly field based positions with only occasional attendance at a regional office required, undertake visits to aged care services across each state and territory.
The roles support the regulatory oversight and accreditation of aged care services and come with an attractive salary & superannuation package and employment conditions.
Becoming a registered Quality Assessor is an essential requirement. Successful candidates will be provided with a comprehensive training program leading to registration as Registration as a Quality Assessor.
Primary Role Duties include:
• Undertaking visits to services to conduct site audits and performance assessments and for residential aged care services, home care services and flexi-care services either as part of a team or individually.
• Engaging with aged care service providers to collect information/evidence, including conducting interviews with service staff and management, to support regulatory our functions.
• Conducting interviews with consumers and/or their representatives about the quality of care and services provided by an aged care service either in person or on the telephone.
• Collecting and analysing evidence to record audit & assessment findings in written reports, using the Commission’s IT applications.
• Preparing well-reasoned and accurate reports for a delegate, which may be published, on your assessment of the quality of care and services provided by a service to inform statutory decisions within legislated timeframes.
Applicants must be able to demonstrate the following specific capabilities*:
• Understand and comply with legislative, policy and regulatory frameworks in particular Aged Care Quality and Safety Commission Act and Rules 2018 and the Aged Care Quality Standards, or be able to demonstrate a capacity to quickly acquire this knowledge.
• Critically analyse information, including and communicate key points clearly and succinctly both orally and in writing
• Be an effective representative of the organisation, acting professionally (including adhering to APS Values & Code of Conduct and the Commission’s Quality Assessor Code of Conduct) and operating within the boundaries of organisational processes and legal and public policy directions.
• Understand and identify risk and potential harms in an aged care service and then escalate findings within the Commission’s Regulatory Risk Management Framework.
• Work effectively as a team member and/or team leader to accomplish organisational goals, this may include mentoring other staff.
*Note: All APS6 employees and contractors are expected to meet the APS6 level capabilities outlined in the APS Integrated Leadership System and it is recommended that applicants familiarise themselves with the behavioural expectations outlined in this framework to support preparation of an application.
Travel Expectations: Extensive travel within each state is an inherent requirement of the role. Travel requirements involve overnight travel each week or fortnight. Applicable travel expenses are covered under the Commission’s travel policy. A current driver’s licence is essential to support the travel expectations of the role.
Eligibility: Only candidates who hold an Australian citizenship can apply. Refer to the Department of Immigration and Border Protection website www.border.gov.au for further information.
Appointment is also conditional on:
• Providing evidence of having had a seasonal influenza vaccination
• Being able to meet the travel expectations of the role
Employment Conditions and Benefits are outlined in the Commission’s Enterprise Agreement and supporting policies. The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture. We actively encourage applications from Aboriginal and Torres Strait Islander people, people living with a disability, people from culturally and linguistically diverse and/or gender diverse backgrounds.
These roles are classified APS6 and as such the range of salary will commence at $83,600 up to a maximum of $94,275. In addition, 15.4% superannuation will be paid.
Your application will be assessed on your ability to demonstrate that you possess or have the potential to quickly acquire, the required skills, knowledge, experience and qualifications to perform the role as outlined above.
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.
To apply please scroll to the bottom of the screen and click 'create an account' or 'Have an account - Sign In'. Follow the prompts and ensure you attach your CV and a completed application form which can be downloaded at https://www.agedcarequality.gov.au/media/87537. 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.
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.