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Assistant Director


Quality Assessment and Monitoring Group


Brisbane (QLD), Box Hill (VIC), Adelaide (SA),

Parramatta (NSW), Canberra (ACT)

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 Commission is the national end-to-end regulator of aged care services and the primary point of contact for consumers and providers in relation to quality and safety. Our vision is to support a world-class aged care system driven by empowered consumers who enjoy the best possible quality of life.

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.

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.

Position Duties:

· Providing strategic direction and leadership to a team, building both individual and team capacity to undertake their roles efficiently and professionally and meet the expected standards of service quality and consistency.

· Working constructively with key internal and external stakeholders and support staff to effectively manage operational priorities, in a rapidly changing environment.

· Utilising the Commission’s risk management framework to identify, assess and respond to risk.

· Manage high volumes of work considering risk, agreed priorities and key performance indicators.

· Being accountable for monitoring emerging issues and identifying the impact of these on the Group’s operational priorities and finding innovative solutions

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

· Actively support leadership in the team, QAMG and Commission to contribute to the Commission’s strategic direction and corporate priorities.

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. Strong leadership and management skills and the ability to build capability and provide support to staff dealing with high workloads and sometimes stressful external stakeholder interactions

3. Sound judgement, analytical skills and ability to understand and apply legislation and make delegated decision.

4. Ability to build organisational capacity and responsiveness, while managing competing priorities within prescribed timeframes

5. High-level negotiation skills and ability to work with a range of stakeholders to achieve outcomes

6. Excellent interpersonal, oral and written communication skills and the ability to establish and maintain professional relationships with key external stakeholders

7. Ability to work collaboratively with others to focussing on the operational priorities and strategic direction of the Commission

8. Broad experience in conducting investigations including conducting interviews, preparing evidence-based statements, and recommending actions in line with legislative authority

9. Demonstrated ability to identify and respond appropriately to risk within a regulatory risk framework

10. Responds positively to change and takes responsibility for managing work projects to achieve results

11. Excellent attention to detail, strong written and verbal communication skills, and adept time management skills

12. Undertake work activities with an awareness of their possible impact on strategic, political, or operational outcomes for the Commission

13. 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 $106,653 -$121,639 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 www.apsc.gov.au/citizenship-aps

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

Merit Pool established through this selection process may be used to fill this or future vacancies on a non-ongoing or ongoing basis.

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 form and submit to https://www.agedcarequality.gov.au/about-us/careers by 11:59pm (local time) on Friday 30 September 2022.

Only completed applications will be accepted.

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.

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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