Job Description

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Complaints Handling Officer APS4

Advertiser: McArthurMore jobs from this company

Job Information

Job Listing Date
15 Oct 2020
Location
Sydney, Parramatta & Western Suburbs
Work Type
Full Time
Classification
Government & Defence, Government - Federal

Complaints Handling Officer APS4

  • Penrith based
  • Key Federal Government roles
  • Make a positive difference to lives

The NDIS Quality and Safeguards Commission is an independent agency established to improve the quality and safety of NDIS supports and services provided to people with disability. They regulate the providers of the supports and services, promote continuous improvement in the supports and services and resolve complaints about them.

The NDIS Commission is looking for people with the commitment and passion to help improve the safety and quality of NDIS services delivered to people with disability.

Senior Complaints Handling Officer APS6 - Ref. 141682

You will provide senior level support across the implementation, operating and monitoring of the Complaints Handling function. You will also manage and resolve a caseload of complaints about the provision of supports and services by NDIS providers, including assessing moderately complex complaints and contributing to complaints handling activities, including conciliations.

Complaints Handling Officer APS5 - Ref. 141695

A key aspect of the role will be to request relevant information necessary to process complaints and prepare complaints documentation to support effective decision-making within legislated time frames.

You will also 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.

Complaints Handling Officer APS4 - Ref. 141696

You will provide key support across all aspects of the Complaints Handling function while also working under direction to assist with the management and administration of a caseload of complaints about the provision of supports and services by NDIS providers, including assessing moderately complex complaints and contributing to handling activities, including conciliations.

Ideally you will have experience of working within a complaint handling environment and a strong understanding of contemporary dispute resolution practices. You will also have the confidence, to make sound judgements and decisions based on thorough research, problem-solving, innovation and evidence-based practice, to achieve the objectives of the complaints handling function, and the Commission more broadly.

Knowledge of the NDIS and an understanding of the role of the NDIS Commission, experience working in a social service portfolio, and knowledge of the issues facing people with disability in the context of their rights, health, safety and wellbeing would be distinct advantages.

You will need to be an Australian Citizen and may be required to obtain at minimum a baseline security clearance.

RecruitAbility applies to all of the above roles. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability

Affirmative Measures - Disability may apply to some roles available across all classifications. More information about Affirmative Measures can be found at https://www.apsc.gov.au/affirmative-measure-recruiting-people-disability-guide-applicants

We welcome and encourage applications from people with disability and Aboriginal and Torres Strait Islander people.

  • To apply or download a Candidate Information Pack please visit mcarthur.com.au and search under the applicable reference number
  • Applications Close 11.30pm Monday, 2nd November 2020

The NDIS Quality and Safeguards Commission is an independent agency established to improve the quality and safety of NDIS supports and services provided to people with disability. They regulate the providers of the supports and services, promote continuous improvement in the supports and services and resolve complaints about them.

The NDIS Commission is looking for people with the commitment and passion to help improve the safety and quality of NDIS services delivered to people with disability.

Senior Complaints Handling Officer APS6 - Ref. 141682

You will provide senior level support across the implementation, operating and monitoring of the Complaints Handling function. You will also manage and resolve a caseload of complaints about the provision of supports and services by NDIS providers, including assessing moderately complex complaints and contributing to complaints handling activities, including conciliations.

Complaints Handling Officer APS5 - Ref. 141695

A key aspect of the role will be to request relevant information necessary to process complaints and prepare complaints documentation to support effective decision-making within legislated time frames.

You will also 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.

Complaints Handling Officer APS4 - Ref. 141696

You will provide key support across all aspects of the Complaints Handling function while also working under direction to assist with the management and administration of a caseload of complaints about the provision of supports and services by NDIS providers, including assessing moderately complex complaints and contributing to handling activities, including conciliations.

Ideally you will have experience of working within a complaint handling environment and a strong understanding of contemporary dispute resolution practices. You will also have the confidence, to make sound judgements and decisions based on thorough research, problem-solving, innovation and evidence-based practice, to achieve the objectives of the complaints handling function, and the Commission more broadly.

Knowledge of the NDIS and an understanding of the role of the NDIS Commission, experience working in a social service portfolio, and knowledge of the issues facing people with disability in the context of their rights, health, safety and wellbeing would be distinct advantages.

You will need to be an Australian Citizen and may be required to obtain at minimum a baseline security clearance.

RecruitAbility applies to all of the above roles. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability

Affirmative Measures - Disability may apply to some roles available across all classifications. More information about Affirmative Measures can be found at https://www.apsc.gov.au/affirmative-measure-recruiting-people-disability-guide-applicants

We welcome and encourage applications from people with disability and Aboriginal and Torres Strait Islander people.

  • To apply or download a Candidate Information Pack please visit mcarthur.com.au and search under the applicable reference number
  • Applications Close 11.30pm Monday, 2nd November 2020

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