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Senior Operations officer


Quality Assessment and Monitoring Group

Full Time, Ongoing

Brisbane (QLD), Box Hill (VIC), Parramatta (NSW), Canberra (ACT), Adelaide (SA)

The Aged Care Quality and Safety Commission (the Commission) was formed on 1 January 2019. The role of the Commission is to protect and enhance the safety, health, wellbeing and quality of life of people receiving aged care.

The Group is responsible for the effective delivery of quality assessment and monitoring of approved provider compliance with the Aged Care Quality Standards. Commission staff in the Group undertake assessments of performance and monitoring activities including accreditation and reaccreditation audits of residential aged care services, Quality Audits of Home Services, and investigations into triaged reports of serious incidents in aged care services.

The Group is led by an Executive Director and leadership team, with staff located across Australia. Group functions include four regional teams undertaking assessment and monitoring against the Aged Care Quality Standards, and national teams responsible for worker regulation and incident investigations, quality audits of Home Services, the delivery of national reaccreditation services supplied by third parties, and program performance.

Position overview

The position is in the Program Planning and Coordination Team which supports the delivery of the Commission's quality assessment and monitoring activities. Some of the team’s functions include:

· Quality Assessor Registration

The Quality Assessor Registration team process Quality Assessor registration and re-registration applications. This includes reviewing applications to ensure all required information is submitted, liaison with applicants to clarify or obtain application information, communicating application decision outcomes to applicants and accurate record keeping. The team also conduct police checks and support general business improvement project work.

· Reporting and Data Analysis

The Reporting and Data Analysis team forecast and monitor the QAMG program of work, support the scheduling of regulatory activities and the dynamic rostering/coordination of the Quality Assessor/regulatory official workforce. The team uses a range of information held by the Commission including intelligence dashboards, databases and tools to inform planning. This team is also responsible for tracking the performance of the group against the projected targets and developing reports on program performance for use by QAMG leadership and the Executive more broadly.

· Business Improvement and Project Planning

The Business Improvement and Project Planning team co-ordinate and monitor the performance of the program of works of business improvement activities in the group in line with risk and Commission priorities. The purpose of the business improvement activities are to support QAMG in undertaking roles efficiently and effectively, continue to lift capability and deliver continuous improvement.

· Data Integrity and Publishing

The Publishing and Data Integrity team publishes performance reports and the non-compliance register and maintains information about services on the Commission’s website and associated operating systems. The team also prepares, publishes, and archives information about regulatory notices on My Aged Care and associated operating systems. The team respond to enquiries and requests for information and reports about aged care services and performs data integrity, extraction and analysis to assist with current and future projects using the tools available in the Commission.

· Business Systems

The Business Systems team supports the processing and maintenance of QAM Group specific systems. This includes providing systems access, system reporting, ICT change management verification and testing and liaison with the Commission ICT support teams to resolve issues and log requests. The team provides advice and information on the system architecture and documents business system processes to enable successful development and improvement.

· Complaints and Privacy

The Complaints team investigates and resolves complaints received from external stakeholders about the conduct of Quality Assessors during field activities. Management of such complaints includes internal and external stakeholder relationship management, impartial review and investigation of allegations and available evidence, timely response to the complainant and accurate record keeping.

Key Accountabilities:

· Support team in activities that relate specifically to a team function outlined above

· Provide support and management to the team, building both individual and team capacity to undertake roles both efficiently and effectively.

· Apply knowledge of Commission methodology to support policy and procedural redesign

· Work constructively with key internal and external stakeholders and provide support to other operational staff as required

· Undertake operational and project support functions within a legislative or regulatory environment to investigate, develop and find resolutions or gaps in processes of the QAMG.

· Interpret policy and translate the requirements of legislation into operational practice.

· Participate in project work and operational initiatives to support achievement of Commission priorities.

· Foster and support staff to motivate team members, building cooperation and optimising team performance

Essential Requirements:

1. Experience in one or more of the following capabilities:

a. Complaints Handling and/or Privacy/Freedom of Information

b. ICT and/or Business Systems Support

c. Data analysis and/or Information Intelligence

d. Formal Project Management Methodology

e. Website building and content publishing

f. Production of statistical analysis and/or reports

2. Excellent interpersonal, oral and written communication skills supporting an ability to produce concise written document.

3. Understand legislative, policy and regulatory frameworks, including:

a. Aged Care Quality and Safety Commission Act and Rules (2018) or be able to demonstrate a capacity to quickly acquire this knowledge.

4. Demonstrated ability to effectively manage interpersonal relationships with respect and communicate with influence with internal and external stakeholders

5. Leadership and management skills, including the ability to respond positively to change, take responsibility for managing work projects and the ability to build capability and provide support to teams

6. Demonstrated ability to apply judgement, intelligence and common sense to identify and respond appropriately to risk within the Commission’s risk management framework and escalate issues accordingly.

7. Strong analytical skills and the ability to make sound operational decisions.

8. Broad understanding of contemporary regulatory processes, inclusive practices and experience in leading investigations including identify likely breaches, and gather, analyse and present evidence.

9. Ability to identify opportunities for continuous improvement to achieve quality outcomes

10. The ability and the confidence to make sound judgements based on thorough research, problem solving, innovation and evidence-based practice, to achieve the objectives of the Commission.

11. The ability to maintain personal resilience, wellbeing and work flexibly in a changing environment.

12. 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.

Position Notes

Salary offered will be between $86,790 and $97,912 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.

Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information please visit https://www.apsc.gov.au/citizenship-aps

How to Apply?

1. Navigate to ‘Current Vacancies’ section of the careers page and locate the relevant job title.  All documentation relating to the role and application process will be located here.

2. Click on the job title and at the bottom of the Advertisement you will be asked to create an account If you are a first-time user or to sign in to complete your application.

3. As part of your application you will be requested to complete a statement of claim and attach your Resume. Cover letter is optional

4. Click ‘Apply Now’ when you are ready to submit your application.

Please complete an online application and submit to https://www.agedcarequality.gov.au/about-us/careers  by 11:59pm (local time) on Wednesday 28 September 2022.

Only completed applications will be accepted.

In your application please provide a statement of claims against the Key Capabilities in no more than 800 words.

Contact Officer:

Please contact our recruitment team on (02) 9633 3262 or recruitment@agedcarequality.gov.au for assistance with accessing our website or with lodging your application. Specific questions about the role can be directed to Katrina Schramko by emailing Katrina.Schramko@agedcarequality.gov.au  with position title in the subject line.

Further information:

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 recognize the richness of Aboriginal and Torres Strait Islander cultures and the unique knowledge Aboriginal and Torres Strait Islander employees bring to our workplace, policy development and service delivery. We welcome and actively encourage applications from Aboriginal and Torres Strait Islander people.

Diversity and Inclusion

The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff.

The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan. The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers

For further information about the Quality Commission, office locations and other related resources, please visit https://www.agedcarequality.gov.au/.

For more information on the Australian Public Service, please visit


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