The Health Complaints Commissioner (HCC) is an independent statutory officer whose role is established under the Health Complaints Act 2016. HCC staff are employees of the Department of Health, who report directly or indirectly to the Commissioner. The HCC supports safe and ethical healthcare in Victoria by resolving complaints about health services and conducting investigations into healthcare providers who pose a serious risk to the health, safety, or welfare of the public. The HCC has broad regulatory powers which include significant powers with respect to non-registered health service providers and investigation of contraventions of the Code of Conduct. The Commissioner also administers the Health Records Act 2001 which establishes privacy standards for the handling of health information and gives individuals a legally enforceable right of access to their own health information.
About the role: The Assistant Commissioner, Operations leads the business unit delivering complaint management, resolutions, and investigations functions of the HCC, ensuring alignment with organisational strategy and values. Key accountabilities include leading strategic improvement and innovation for service excellence, meeting demand and needs of our service users (complainants and service providers), and maintaining connection with service users and internal and external stakeholders. Responsibilities include oversight of the day-to-day activities of the resolutions and investigations teams, ensuring legislative requirements are met, and services are delivered efficiently and effectively. You will demonstrate excellence in leadership and management and use collaboration to foster an innovative and collaborative culture dedicated to safeguarding and delivering excellence in services to our users. The Assistant Commissioner reports directly to the Health Complaints Commissioner (HCC).
About us: The Health Complaints Commissioner is an independent office established under the Health Complaints Act 2016 to provide health consumers and service providers in Victoria with an independent complaints resolution mechanism.
The Commissioner also administers the Health Records Act 2001 (HRA) which establishes privacy standards for the handling of health information and gives individuals a legally enforceable right of access to their own health information. This Act gives the Health Complaints Commissioner substantial statutory responsibilities and discretionary powers.
How you'll make a difference: Are you: A strategic leader able to deliver operational excellence in statutory environments? An expert communicator who can influence stakeholders at all levels to get results? A leader of high-performing cross-functional teams as they adapt to changing work environments? Able to analyse evidence and solve complex problems to deliver results in a time-sensitive environment? Committed to supporting safe and ethical healthcare in Victoria? Suitable applicants will be able to demonstrate: An appropriate tertiary qualification. Postgraduate qualification, credentials, or training relevant to executive leadership in the public sector. Executive leadership experience is required. Knowledge and understanding specific to complaint management and resolutions, and investigation and compliance in health settings is highly desirable. To learn more please click 'Apply' to view the complete job listing.
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