Senior registration support officer

Locations: Adelaide – SA, Brisbane – QLD, Canberra – ACT, Darwin – NT, Hobart – TAS, Melbourne – VIC, Perth – WA, Sydney (Parramatta and Surry Hills) - NSW

About the Aged Care Quality and Safety Commission

The Aged Care Quality and Safety Commission is the national regulator of Australian Government-funded aged care services. We protect and enhance the safety, health, wellbeing and quality of life of older people accessing aged care, including dealing with complaints and feedback about the care they receive. We aim to build confidence and trust in aged care by promoting best practice and a culture of safety and quality in the sector, and we hold providers to account if they don't meet expected standards of care. We work with providers, workers and older people, and their families and supporters, to ensure that older people's rights are upheld. For more information visit www.agedcarequality.gov.au.

About the Team

The Provider Registration Support Section ensures the effective operation of the Registry Branch by developing local level procedures and tools and helping operational teams translate legislation and policy into practice. The Section works within established policy frameworks to ensure guidance and tools for staff to drive consistent, efficient and effective practice in line with statutory and administrative law requirements. The Section represents the Branch in policy and system development forums, provides advice on complex matters or escalates for formal advice and engages in reform or strategic initiatives as required. The Section may also take the lead on initial implementation of new areas of practice, such as imposing conditions on registered providers, so can have an element of operational work within their scope of practice. It works closely with the Commission's central Knowledge Management, Operational Policy, Legal Services and Regulatory Strategy areas, and may interface with other regulators or government departments to address operational matters.

About the Role

Reporting to the Assistant Director, the Senior Registration Support Officer will manage a varied and complex workload, provide leadership and guidance to junior team members, and ensure high-quality assessments in accordance with the Aged Care Act 2024. The role includes staff management responsibilities and proactive contribution to strategic initiatives to achieve organisational objectives. The Officer will refine and implement clear, consistent internal operational policy, knowledge resources and procedures, and introduce new and emerging aspects of Registry operational practice. Working closely with internal and external stakeholders, the Officer will ensure that regulatory practices are evidence‐based, align with legislation, and support effective, consistent and risk‐based decision‐making across the Commission.

Position Duties

• Provide strong leadership, coaching and mentoring to the team; facilitate knowledge transfer and foster a collaborative learning environment that encourages professional growth and high performance.
• Analyse complex information to identify risks, make informed assessments and ensure compliance with the Act and other relevant legal frameworks. Support decision‐making by providing sound, evidence‐based recommendations.
• Use case management systems to document and track assessment progress, prepare comprehensive assessments, risk analyses and other documentation while ensuring alignment with updated legislation and principles.
• Oversee an allocated workload, prioritise tasks to ensure completion within deadlines while maintaining quality; use case management systems to manage case progress and meet performance standards.
• Allocate or assist with allocation of work to the team and monitor workload to ensure outcomes are delivered within legislated and administrative timeframes.
• Contribute to continuous improvement of assessment processes and guidance materials, identifying opportunities to enhance compliance and efficiency in line with aged‐care reforms.
• Maintain clear, consistent, professional communication with applicants, aged‐care entities, internal stakeholders, other government departments and members of the public; ensure messaging aligns with regulatory requirements and promotes understanding of obligations under the new Aged Care Act and related legislation.
• Collaborate across business areas and represent the section by contributing to the development of frameworks, strategies, policies and procedures; report progress to the Director and/or Assistant Director.
• Pursue professional development to stay informed on sectoral changes, adapting knowledge and skills in response to ongoing changes in the aged‐care sector.
• Perform other duties and tasks to support team goals and organisational needs, adapting to the regulatory environment's evolving demands.

Position Eligibility Requirements (Selection Criteria)

• Capability to lead and inspire a team, building a culture of high performance, accountability and continuous improvement; promote open communication and model behaviours that align with APS values.
• Ability to interpret complex information from varied sources, including financial and operational documents, to identify risks and support well‐founded conclusions; apply a meticulous approach to all assessments to ensure compliance with regulatory standards.
• Exceptional written and verbal communication skills, conveying detailed regulatory information to diverse audiences, fostering mutual understanding and compliance.
• Advanced problem‐solving abilities to analyse challenges, offer innovative solutions and drive process improvements aligned with the Commission's strategic objectives.
• Ability to develop and maintain effective relationships with internal and external stakeholders, fostering collaboration and shared goals; demonstrate diplomacy and professionalism in all interactions.
• Expertise in utilising case management systems to track, document and manage assessment cases effectively, ensuring consistency, accuracy and adherence to timelines.
• Comprehensive knowledge of the responsibilities of a Commonwealth Regulator, with the capacity to contribute to policy and strategic initiatives that drive business improvement and adapt to government reform priorities.
• Strong organisational skills to manage competing priorities and maintain high standards, particularly under pressure in an adaptive environment.
• Ability to proactively identify risks and opportunities to improve assurance processes and guidance materials, ensuring that all assessments meet quality and compliance requirements.
• Commitment to the APS Code of Conduct and APS Values; set an example through respectful, ethical behaviour and encouraging these standards within the team.

Desirable qualifications or experience

• Higher education qualifications in a relevant discipline.
• Understanding of the Australian aged‐care system.
• Experience working in a contemporary regulatory environment.

Position Notes

• Salary offered: $99,784 – $112,571 per annum plus 15.4% superannuation.
• Only candidates who hold Australian citizenship may apply; appointment is conditional on successfully completing a national police check.
• Opportunity is for an irregular/intermittent term, up to 12 months with option to extend to a total of 24 months.
• Merit pool established through this selection process may be used to fill this or future vacancies.

Diversity and Inclusion

The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff. The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to implementing our Reconciliation Action Plan. The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees, which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged‐care consumers.