Job Details
  • Reference361907A_1597381027
  • LocationCanberra, Australian Capital Territory
  • Job TypeContract
  • Postedabout 2 months ago
  • ConsultantAshish Bhetwal

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our Federal Government client is seeking to engage an APS5 Complaints and Reportable Incident Officer on a contract for 6 Months, with potential extensions of 6 months.

Duties & Responsibilities:

  • regulatory experience, compliance and analytical focus, strong customer focus service and good communicator
  • Support the implementation, operation and monitoring of the reportable incidents handling function;
  • Assist with the management of a caseload of incidents reported to theclient by providers, including engaging with providers, where requested, on incidents (including deaths of people with disability) and supporting the Assistant Director in the escalation of incidents for investigation or other action where necessary;
  • Support the development of advice to the Branch Manager about trends, issues, individuals of concern and inadequate investigations by service providers, through the assessment and analysis of information gathered during the reportable incidents handling process;
  • Support the education and training function for providers in identifying incidents, preventing and effectively responding to abuse, and neglect of people with disability and information about the client's reportable incidents handling function; and
  • Develop productive working relationships with a range of stakeholders to facilitate the work of the reportable incidents handling function, and the client more broadly.
  • Related/connected duties as required.
  • Behave in accordance with the values promoted by the Commission.
  • Utilising statutory provisions, request relevant information necessary to process complaints and prepare complaints documentation to enable the decision maker to make robust decisions within legislated time frames.
  • Manage and resolve a caseload of complaints about the provision of supports and services by providers, including assessing moderately complex complaints and contributing to complaints handling activities, including conciliations.
  • Monitor incoming complaints and status to ensure high-risk complaints are escalated to be dealt with expeditiously and escalate any delays or workflow obstacles with line managers and managers.
  • Liaise regularly with managers as to the management of caseload.
  • Contribute to education and training in relation to the effective handling of complaints to inform and educate participants, providers, and the public about the clienn's complaint handling functions.
  • Develop excellent working relationships with a large and diverse range of external stakeholders, including state and territory counterparts, service providers, and regulatory bodies to facilitate the work of the complaints handling function, and the Client more broadly.
  • Where requested, provide coaching, mentoring and guidance to others and contribute to a learning culture where expertise can be appropriately shared.

Ideal Candidate:

  • Lived experience of disability or demonstrated understanding of disability services in a State or Territory Government context would be an advantage.
  • Relevant tertiary qualifications.

Applicants also must be able to establish their background as checkable to be considered eligible for a security clearance. This includes:

  • hold Australian citizenship
  • be willing to undergo an Australian Federal Police check
  • be willing and eligible to obtain a security clearance to the level applicable to the position.

If you feel you are a suitable candidate submit your application by hitting "Apply for this job". Alternatively you can call on 02 6268 9933 to discuss further.