Coordinator - Statewide Complaints Management Oversight Unit (529958, 528279) Department of Health
Office of the Secretary - DoH
OTS - DoH - GEMS
Applications must be submitted by Sunday 19 January, 2025 11:55 PM AEST
Award/Classification: Health and Human Services (Tasmanian State Service) Award, General Stream, Band 6
Employment type: Full-time
Region: South
Location: Hobart
Conditions of Employment Salary: $107,899 to $122,292 pro rata per annum + 11.5% Superannuation (Public Sector Union Wages Agreement) Classification: General Stream Band 6 Hours of Work: 2x Permanent full-time day worker (76hr/fn) Job Ad Closes: 19 January 2025 11:55pm Applicants should note that, for a period of twelve months from the date of publication, this selection process may be used to fill subsequent or fixed term full time, part time and casual vacancies About the Team The Statewide Complaints Management Oversight Unit (SCMOU) is a newer unit within the Office of the Secretary. We work in the management and governance of significant complaints and concerns across the Department of Health (DOH). We are developing a strong and committed culture around complaints management, to improve the State's healthcare system for all in Tasmania.
We provide independent oversight, triage, assessment, and review of referred complaints, focusing on the most complex and sensitive concerns; acting as an escalation point for complex and sensitive complaints and undertaking analysis of complaints data for reporting and identification of areas of systemic concern.
We are responsible for the intake and coordination of requests from regulatory authorities including the Integrity Commission, the Health Complaints Commissioner, the Ombudsman, Equal Opportunity Tasmania and the Australian Health Practitioner Regulation Agency (Ahpra).
We CARE for the health and wellbeing of all in Tasmania, through Compassion, Accountability, Respect and Excellence.
Note: Please see the Statement of Duties for a complete overview of duties.
About You We are seeking applicants who are united by our shared purpose and model our CARE Values through your interactions with others. You should be motivated by working with complainants for a resolution, with a keen ability to analyse, review, problem solve and provide concise written recommendations. It is crucial that you have an awareness of trauma-informed principles, integrity, the ability to maintain confidentiality and a high level of self-awareness and observation skills to work in a sometimes emotive and challenging environment.
To succeed in the duties, the following skills and attributes (selection criteria) are required:
Understanding of trauma-informed principles and ability to apply this to complaints management. High level communication and interpersonal skills, effective liaison, negotiation, and conflict resolution skills with the ability to manage unreasonable, dysregulated, or agitated complainants. High level analysis, information interrogation, and problem-solving skills to work within multiple systems and across teams to identify issues while maintaining accurate records. Well-developed written communication skills, with the ability to prepare concise written documentation that includes comprehensive analysis, recommendations, and identification of systemic issues for a variety of audiences including Ministerial/Executive staff. Demonstrated high levels of personal resilience, flexibility, perseverance, and coping skills, with the capacity to work in an environment of sustained exposure to potentially confronting subject matter. Alignment to our values: Compassion, Accountability, Respect and Excellence. It is essential that you hold a current Working with Vulnerable Persons Registration and consent to a pre-employment Police Check with a satisfactory outcome. How to Apply Your written component should outline your experience, skills, and knowledge with examples in 1-2 pages as it relates to the Statement of Duties (SOD). The STAR technique is preferred and should be in Word or PDF format.
Click on the 'Apply Now' button to log in/create an account and submit the application form. The form requires you to answer eligibility questions, upload a copy of your CV, upload a copy of your written application, and the details of two referees. The email you use to apply with is the one we will communicate to you via.
Contact For more information on the duties, skills required, or application requirements, please discuss with the Contact Officer:
Phone: 0460 021 413
*Please be advised of the shut down period from 25/12/24 to 2/01/2025. Please email any job-related queries, and they will be responded to after 2 January.
Pre-employment check The Head of the State Service has determined that the person nominated for this job is to satisfy a pre-employment check before taking up the appointment, on promotion or transfer. The following checks are to be conducted:
1. Conviction checks in the following areas:
a) crimes of violence b) sex-related offences c) serious drug offences d) crimes involving dishonesty e) serious traffic offences 2. Identification check
3. Disciplinary action in previous employment check.
Please note: We do not require a separate statement addressing the selection criteria. All attachments must be in Microsoft Word or PDF format. Referee details are submitted as part of the online application so make sure you have the contact details of two referees before applying. The Department of Health values workforce diversity and recognises the value each person offers which is shaped by their unique characteristics, background, experiences, knowledge, skills, values, and perspectives.
The core purpose guiding the way in which we work across the Department of Health is to CARE for the health and wellbeing of all in Tasmania through our Values of Compassion, Accountability, Respect and Excellence. We are united by our shared purpose and model our CARE Values through our interactions with one another, our patients, our clients, and the Tasmanian community.
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