About the Team
Intake and Complaints works with people receiving aged care services, their supporters and service providers to resolve concerns and make positive improvements for people receiving aged care. The Complaints section sits within Intake and Complaints which supports managing risk, complaint resolution, sharing intelligence and where required, an integrated regulatory response.
About the Role
The Assistant Director plays a critical leadership role in the operation of the Intake and Complaints function within the Commission. The Assistant Director provides direction and guidance to Complaints Officers, exercises delegations in the resolution of complaints under the Aged Care Quality and Safety Commission Act 2018, monitors quality assurance and performance of the team.
The Assistant Director is also responsible for supporting the continuous improvement within ICRG by understanding and responding to operational requirements of internal business areas. This includes establishing and maintaining service level agreements.
The Commission is undergoing continuous reform as well implementation of the recent external capability review. As a result, Intake and Complaints may take on new responsibilities over time. Flexibility and the ability to engage positively with change is required.
The key duties of the position include
As the Assistant Director, you will be required to:
- Provide robust leadership and management skills and build the capacity of staff to undertake their roles efficiently and professionally and to meet expected standards of service and quality
- Make delegated decisions under the Commission Act and Rules based on a good understanding and knowledge of relevant legislation
- Ensure the Complaints teams operate within the Commission's guidelines and operating procedures
- Work constructively with external stakeholders and support staff to remain resilient when dealing with conflict and/or challenging behaviours
- Identify and respond appropriately to risk
- Manage high volumes of work considering risk, agreed priorities and KPIs
- Actively contribute to the Commission's strategic directions and achievements against our corporate priorities
- Foster and support staff wellbeing and contribute towards maintaining a positive culture that is customer centred and aligned with recruitment, training, HR and procurement processes
- Prepare briefings and reports for senior management of the team's performance
- Work collaboratively with colleagues within the ICRG and across the Commission to implement the organisation's priorities and support development of an integrated end-to-end regulatory model
📌 Assistant Director, Complaints
🏢 APS
📍 Perth