The Aged Care Quality and Safety Commission has several exciting opportunities for strong leaders with experience driving strategic priorities, building organisational capacity, and supporting staff to navigate through complex matters to deliver agreed outcomes.The position will be responsible for leading best practice complaints management and providing direction and guidance to Complaints Officers to identify and respond appropriately to risk. The role will make delegated decisions under the Commission Act and Rules and ensure the Complaints team operate within the Commission's guidelines and operating procedures.Our ideal candidate will possess strong leadership, negotiation and communication skills to work collaboratively with, and maintain professional relationships with a range of stakeholders to achieve operational priorities and strategic direction of the Commission.About the groupThe Intake and Complaints Resolution Group (ICRG) works with people receiving services, their representatives and service providers to resolve concerns and make positive improvements for people receiving aged care.Provide strong leadership and management skills and build the capacity of staff to undertake their roles efficiently and professionally and to meet expected standards of service and qualityMake delegated decisions under the Commission Act and Rules based on a good understanding and knowledge of relevant legislationEnsure the Complaints teams operate within the Commission's guidelines and operating proceduresWork constructively with external stakeholders and support staff to remain resilient when dealing with conflict and/or challenging behavioursIdentify and respond appropriately to riskManage high volumes of work considering risk, agreed priorities and KPIsActively contribute to the Commission's strategic directions and achievements against our corporate prioritiesFoster and support staff wellbeing and contribute towards maintaining a positive culture that is customer centred and aligned with recruitment, training, HR and procurement processesPrepare briefings and reports for senior management of the team's performanceWork collaboratively with colleagues within the ICRG and across the Commission to implement the organisation's priorities and support development of an integrated end-to-end regulatory modelELIGIBILITY REQUIREMENTSKey capabilitiesStrong leadership and management skills and the ability to build capability and provide support to staff dealing with high workloads and sometimes stressful external stakeholder interactionsCapacity to work in a busy environment with competing priorities and ability to effectively manage and prioritise workload to deliver agreed outcomesDemonstrated ability to use sound judgement, analytical skills, and ability to understand and apply legislation and make delegated decisionsAbility to build organisational capacity and responsiveness by driving and implementing strategic initiativesHigh-level negotiation skills and the ability to work collaboratively with, and maintain professional relationships with a range of stakeholders to achieve operational priorities and strategic direction of the CommissionExcellent interpersonal, oral and written communication skills including communicating coherently and concisely to a range of audiencesAn understanding of best practice complaints management and risk-based regulation including the ability to identify and respond appropriately to riskHigh proficiency in applying legislation, or the ability to quickly acquire knowledge of aged care legislation and Aged Care StandardsDesirable skills, experience and qualificationsExperience in aged care or clinical experience and/or conciliation experience is highly desirable but not mandatory.In addition to the above key capabilities, to be eligible for this position you must:be an Australian citizensatisfy a National Coordinated Criminal History Checksatisfy pre-existing medical condition declarationrequired to provide evidence of seasonal influenza and COVID 19 vaccinationsattend a two-week onsite induction for the role.As part of your application, you will need to provide:Your resume (normally three pages maximum)In your application provide a 700-WORD maximum pitch outlining why you are the right person for the role, what you can offer, and how your skills knowledge, experience and qualifications are relevant to the role (Key capabilities).Please note, applications that do not provide a resume and the one-page pitch may not be assessed and may not progress to the next recruitment stage.SELECTION PROCESS TIMEFRAMESThe timeframes for this selection process are:Shortlisting Outcomes: 4 October 2024Interviews and references: 8 October to 24 October 2024Selection Outcomes: 8 November 2024Where there are delays in the selection timeframes, candidates will be notified.MERIT POOLA 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.DIVERSITY AND INCLUSIONThe 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.
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