Coordinator - Statewide Complaints Management Oversight Unit *******)
Department of HealthChief Risk OfficerCRO - Recovery & Child Safeguarding
Applications must be submitted by Wednesday 28 January, ******:30 PM
Award/Classification:
Health and Human Services (Tasmanian State Service) Award, General Stream, Band 6
$107,899 to $122,292 per annum
Employment type:
Permanent, full-time
Region:
South
Location:
The Statewide Complaints Management Oversight Unit (SCMOU) is a specialist team within the Office of the Chief Risk Officer, Department of Health (DoH).
Our purpose is to strengthen complaints management across the health system by providing independent oversight, governance, and quality assurance.
The Team
The Statewide Complaints Management Oversight Unit (SCMOU) is a specialist team within the Office of the Chief Risk Officer, Department of Health (DoH).
Our purpose is to strengthen complaints management across the health system by providing independent oversight, governance, and quality assurance.
We work collaboratively with services across DoH to ensure complaints are managed in a fair, transparent, and trauma-informed way.
The team acts as a central point for monitoring, analysing, and reporting statewide complaints data, enabling insights that drive continuous improvement in consumer experience and staff support.
As part of DoH's commitment to serving the Tasmanian community, SCMOU plays a critical role in building trust and accountability.
We focus on fostering a culture that values feedback, supports staff responding to complaints, and ensures consumers have accessible and responsive pathways to raise concerns.
The Role
The Statewide Complaints Management Oversight Unit (SCMOU) has been established within the Office of the Chief Risk Officer to provide oversight and governance for monitoring and managing complaints across the Department of Health (DoH).
The SCMOU provides independent oversight to ensure referred complaints have been triaged, assessed and reviewed, and key insights are shared across the agency.
This includes developing a strong and committed culture around complaints management and strengthening supports for staff involved in responding to complaints.
The SCMOU also acts as an escalation point for complex and sensitive complaints and an alternative avenue for staff and consumers to make complaints and provides a quality assurance function by undertaking high level analysis and reporting of Statewide complaints data.
You will need
Demonstrated high level knowledge, understanding and experience of contemporary trauma-informed approaches to complaint management.
Well-developed research and analytical skills and experience, with a proven ability to identify relevant issues and formulate and evaluate information from a variety of sources as part of reviewing incoming complaints.
High level case management skills and the capacity to identify relevant issues and information from systems and databases, and the ability to distil information across a large range of data sources with speed, and to record that information with a high level of accuracy.
Ability to provide robust complaint resolution outcomes for our stakeholders within strict legislative timeframes.
Note: Please refer to the Statement of Duties for all the selection criteria of this position to address in your application.
Why Tasmania
The Department of Health Tasmania oversees various hospitals across the state, including the Royal Hobart Hospital, Launceston General Hospital, Northwest Regional Hospital, and Mersey Community Hospital, as well as district hospitals and ambulance services.
Additionally, it provides community health, mental health, and primary healthcare services to the Tasmanian community through more than 300 sites.
Tasmania, Australia's only island state, offers unparalleled natural beauty and a luxurious lifestyle.
Pursuing your health career in Tasmania's public health system means building strong connections with colleagues and patients.
It also means embracing a lifestyle where you can enjoy extraordinary experiences outside of work while making a significant impact on the community during work.
Details of appointment
Permanent, full time, day worker position, working up to 76hours per fortnight, commencing as soon as possible.
*notwithstanding hours to be negotiated with the successful applicant.
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 similar full time, part time, and casual vacancies.
Salary
General Stream Band 6
$107,899 to $122,292 per annum.
Our Employer 12% superannuation contribution is on top of this amount.
Salary range is in accordance with Public Sector Unions Wages Agreement ****
Benefits available to eligible candidates
Professional development and accelerated pathways.
A range of leave entitlements, including study leave and Professional Development Support.
Fitness Passport – You, and your family can access 40+ fitness facilities across Tasmania for just $***** per week per person, or $***** for a family.
More information about our Employee Benefits can be found here
Note: Please refer to the Application Guide for more information of pre-employment check.
Download the Statement of Duties and any Associated Documents
We encourage you to review the Statement of Duties, Applicant Guide, prior to applying for an overview of the duties, program, selection process and application guidance.
Apply Online.
Please click the "Apply" button on this screen to ensure that important questions about you are answered.
You will be prompted to complete a 1–2-page application detailing your experience, skills and knowledge as they relate to the attached Statement of Duties.
A separate statement addressing the selection criteria in the Statement of Duties is not required.
For more information
Applicants who require further information are encouraged to contact the Contact person for detailed information about the vacancy.
What it is like working at the Department of Health
Compassion, Accountability, Respect, Excellent are the key values to work in Department of Health.
Listen to some of the lived experiences from within the department through some of our wonderful staff and hear about their journey in relocating to Tasmania
Department of Health has achieved the "Carer Accredited Employer Status" providing support to employees with caring responsibilities.
(Find out more under the Carer Recognition Act ****).
Respecting diversity is the foundation of everything that Department of Health do.
This allows us to instil trust and collaborate through honest and fair communication and helps cultivate an environment of growth and innovation.
We strongly encourage applicants from key communities including Aboriginal and Torres Strait Islanders, LGBTIQA+ people, and people living with disabilities.
Review the Statement of Duties and consider if you meet the requirements.
Speak to the Contact Officer if you have any questions.
Submit your application including any additional documents as specified in each individual job vacancy notice.
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