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Non-ongoing Temporary Employment Register -complaints Officer And Senior Quality Assessors (Act, Nsw, Qld, Vic, Sa, Wa)

Australian Public Service (APS) - Australia,

Health, Medical & Pharmaceutical
Source: uWorkin


Aged Care Quality and Safety Commission

The role of the Aged Care Quality and Safety Commission (the Commission) is to protect and enhance the safety, health, well-being and quality of life of people receiving aged care.

The Commission is seeking talented people with various skills and experience to register for our Temporary Employment Register (TER). The TER assists the Commission to access appropriately skilled and experienced individuals for temporary positions (up to a possible maximum period of 3 years) and is open for candidates to register an interest in temporary employment as a Complaints Officer and/or Quality Assessor at the APS5 and APS6 level. You can register by submitting your details and resume using our online recruitment system at https://www.agedcarequality.gov.au/about-us/careers

Candidates should be aware this is a register only and that you will only be contacted regarding your application if a vacancy arises that matches your skills, qualifications and/or experience.

Complaints Officer Position Description - APS Level 5 & APS Level 6

Complaints Officers work with people receiving services, their representatives and service providers to resolve concerns and make positive improvements for people receiving aged care using a range of complaint resolution techniques including early resolution, service provider resolution, conciliation and investigation.
Reporting to the Complaints Manager your main responsibilities will be:
• Working with complainants, people receiving care and approved providers to identify concerns and develop options to achieve resolution
• Managing calls in a telephone intake setting, which can include handling difcult conversations
• Identifying, escalating and managing risks
• Ensuring accurate recording of information
• Using a range of complaint resolution techniques including early resolution, service provider resolution, conciliation and investigation
• Preparing detailed reports, correspondence and recommendations
• Developing positive and collaborative working relationships with team members and internal and external stakeholders
• Contributing to the priorities of a team and effectively managing individual caseloads.

To be successful in this role you will need the following key capabilities:

• Demonstrated analytical and problem-solving skills, including the ability to assess and manage risk, work within legislative requirements, make impartial
recommendations and to use specialist advice when needed
• Excellent written communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions
• Strong customer outcomes focus, confidence and resilience in liaising with internal and external stakeholders in relation to contentious matters
• Capacity to work in a busy environment with demonstrated skills in time management, working with competing priorities and ability to prioritise and manage a case load
• Demonstrated ability to work effectively and collaboratively as part of a team to achieve positive outcomes and a positive workplace culture
• Experience in aged care or clinical experience is highly desirable but not mandatory as we have a well-developed orientation program to support the right
people to excel in this role.

The key duties of the position include
Senior Quality Assessor Position Description - APS Level 6

We are looking for the right people to join our high performing team who are responsible for the assessing and monitoring the performance of individual aged care providers (residential, home care and flexible care) against the Aged Care Quality Standards.

Quality Assessors roles, which are predominantly Field based positions with only occasional attendance at a regional office required, undertake visits to aged care services across each state and territory.

The roles support the regulatory oversight and accreditation of aged care services and come with an attractive salary & superannuation package and employment conditions.

Becoming a registered Quality Assessor is an essential requirement. Successful candidates will be provided with a comprehensive training program leading to registration as Registration as a Quality Assessor.

Primary Role Duties include:

• Undertaking visits to services to conduct site audits and performance assessments and for residential aged care services, home care services and fexicare services either as part of a team or individually.
• Engaging with aged care service providers to collect information/evidence, including conducting interviews with service staff and management, to support regulatory our functions.
• Conducting interviews with consumers and/or their representatives about the quality of care and services provided by an aged care service either in person or on the telephone.
• Collecting and analysing evidence to record audit & assessment findings in written reports, using the Commission's IT applications.
• Preparing well-reasoned and accurate reports for a delegate, which may be published, on your assessment of the quality of care and services provided by a service to inform statutory decisions within legislated timeframes.

Applicants must be able to demonstrate the following specific capabilities*:

• Understand and comply with legislative, policy and regulatory frameworks in particular Aged Care Quality and Safety Commission Act and Rules 2018 and the Aged Care Quality Standards, or be able to demonstrate a capacity to quickly acquire this knowledge.
• Critically analyse information, including and communicate key points clearly and succinctly both orally and in writing
• Be an effective representative of the organisation, acting professionally (including adhering to APS Values & Code of Conduct and the Commission's Quality
Assessor Code of Conduct) and operating within the boundaries of organisational processes and legal and public policy directions.
• Understand and identify risk and potential harms in an aged care service and then escalate findings within the Commission's Regulatory Risk Management Framework.
• Work effectively as a team member and/or team leader to accomplish organisational goals, this may include mentoring other staff.