The Aged Care Quality and Safety Commission have several exciting positions within the Intake and Complaints Resolution Group. We are recruiting for both:
APS5 Complaints Officer
Complaints Officers are focused on making positive improvements for people receiving aged care, their supporters and service providers. Complaints Officers use a range of dispute resolution techniques to resolve complaints, such as desk-based investigations, conciliation, service provider resolution or site visits. Investigations are primarily conducted from the office and occasionally site visits are required.
Complaints Officers have a strong customer outcome focus, with the resilience and confidence to liaise with internal and external stakeholders in all matters, from daily interactions to contentious matters.
APS6 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.
ABOUT INTAKE AND COMPLAINTS RESOLUTION GROUP
Intake and Complaints Resolution Group (ICRG) works 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 Resolution section sits within ICRG which supports managing risk, complaint resolution, sharing intelligence and where required, an integrated regulatory response.
APS5 Complaints Officer Duties include:
- Working with complainants, people receiving care and service providers to identify concerns and developing options to achieve resolution
- Managing calls and managing difficult conversations and tailoring communication strategies to a diverse group of stakeholders
- Analyse and interpret information presented to you including identifying, escalating and managing risks within your caseload seeking guidance as required.
- Accurately recording information including, preparing detailed reports, correspondence and recommendations
- Effectively managing individual caseloads while contributing to the overall objectives and outcomes of your team
- The incumbent can expect to be allocated other duties
APS6 Senior Complaints Officer Duties 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 Job Pack, that are within the capacity, qualifications and experience normally expected from persons occupying positions at the APS6 classification.
WHAT YOU’LL NEED TO BE SUCCESSFUL (SELECTION CRITERIA)
APS5 Complaints Officer
To be successful in this role you will need to demonstrate the following:
- Strong analytical and problem-solving skills, the ability to assess and manage risk, work within legislative requirements, make impartial recommendations and access and use specialist advice when needed
- Strong written and verbal communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions tailored to your audience
- Time management skills to thrive in a busy environment ensuring your case load and competing priorities are actioned appropriately.
- Collaboratively achieving outcomes and influencing positive culture in the workplace.
- Ability to identify broader influences that may impact on the team’s work objectives.
- Demonstrates an awareness of the implications of issues for own work and work area.
Desirable skills, experience and qualifications
Experience in complaints management, aged care or clinical experience is highly desirable but not mandatory, as you will undertake a well-developed orientation program to support the right candidate to excel in this role.
APS6 Senior Complaints Officer
To be successful in this role you will need to demonstrate the following:
- High level analytical and problem-solving skills, the ability to assess and manage risk, work within legislative requirements, make impartial recommendations.
- A strong understanding of the principles of administrative decision making.
- A strong understanding of the aged care sector and the ability to interpret, understand and apply, or to quickly acquire knowledge of relevant legislation, including the Aged Care Act 1997 and Aged Care Quality Standards.
- Excellent written and verbal communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions tailored to your audience.
- Manage interpersonal relationships with respect and work within your team to accomplish organisational goals.
- Well-developed time management skills to thrive in a busy environment ensuring your case load and competing priorities are actioned appropriately.
- Strong stakeholder engagement skills and the ability to maintain productive working relationships.
- Identifying broader factors, trends and influences that may impact on the team’s objectives.
- Publicly represent the commission, acting professionally (including adhering to APS Values & Code of Conduct) and operating within the boundaries of organisational processes and legal and public policy directions.
Desirable skills, experience and qualifications
Experience in complaints management, dispute resolution, legal, aged care, clinical experience, or financial experience (including with financial fee structures of aged care providers) is highly desirable but not mandatory.
Role specific requirements
- Required to provide evidence of seasonal influenza and COVID 19 vaccinations
- Attend the required induction programme, a portion of which will be on site over consecutive weeks
POSITION NOTES:
- Salary offered will be between [APS5 - $86,204 - $93,226] or [APS6 – $96,503 – $108,869] 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
- Non-ongoing opportunities will be offered for varying periods with an option to extend to a maximum of 24 months.
- Merit Pool established through this selection process may be used to fill this or future ongoing or non-ongoing vacancies.
HOW TO APPLY
As part of your application, you will need to provide
- Your resume (three pages maximum)
- A statement (up to 600-words max) with examples demonstrating how you meet the key capabilities for the role as described in the position description
Please complete the application and submit by 11:00pm on Sunday, 13 July 2025 (AEST).
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 roles can be directed to Katie Plimpton by emailing Katie.Plimpton@agedcarequality.gov.auwith the position title in the subject line.
SELECTION PROCESS
Candidates will be contacted for virtual interviews and written assessments from 17 July 2025.
Interviews and written assessments will be scheduled 28 July – 1 August.
Merit pool
A merit pool of suitable candidates may be created from this selection process. Suitable candidates placed on the merit pool may be contacted in relation to identical or similar vacancies on a non-ongoing and ongoing basis at the Commission, or the broader APS, within 18 months from the start date of this advertisement. Non-ongoing opportunities may be offered up to a total maximum contract period of 2 years.
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.
Further information:
For further information, please view the position description and the candidate pack.
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 http://www.apsc.gov.au/publications-and-media/current-publications/cracking-the-code/factsheet-4 and http://www.apsc.gov.au/publications-and-media/current-publications/cracking-the-code.
