APS5 Complaint Handling Officers - Melbourne

The Organisation

This Government body works with people with disability, providers, and the community to deliver nationally consistent, responsive, and effective regulation of service providers. They seek to uphold the rights of, and promote the health, safety, and wellbeing of people with disability receiving supports or services.
 
The Role

The Complaints Handling Officers will be part of a dedicated team that is the first point of contact for someone wishing to make a complaint about a NDIS service, support or provider.

Complaints can be received via phone, email or web contact. The Complaints Handling Officers will be required to communicate with parties to the complaint both verbally and in written format, depending on the circumstances of each matter.
 

APS5 Complaints Handling Officer duties will include but not be limited to;

• Utilise statutory provisions under the relevant legislative frameworks and Acts to request relevant information necessary to process complaints and prepare complaints documentation to enable the decision maker to make robust decisions within legislated time frames.
• 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.
• Monitor incoming complaints to ensure high-risk or complex complaints are escalated to be dealt with expeditiously and escalate any delays or workflow obstacles to line managers and managers.
• Actively contribute to education and training programs in relation to the effective handling of complaints to inform and educate participants, NDIS providers and the public about the NDIS Commission’s complaint handling functions.
• Develop and maintain productive working relationships with a large and diverse range of external stakeholders, including state and territory counterparts, service providers, and regulatory bodies to facilitate the work of the complaints handling function and the Commission more broadly.
• Contribute to a learning culture where expertise can be appropriately shared.
• Other related/connected duties as required by the Agency
• Complete all required mandatory training programs in the Agency. The timing and completion of the training will be discussed with the Agency’s contact officer.

About You

Our ideal candidates will have a positive contemporary attitude to people with disability and ideally have worked in a similar position within a social service portfolio.
 
In addition, you will be able to demonstrate the following -

• Previous experience in a complaint handling environment, managing routine complaints to a high standard.
• Well-developed problem-solving skills including the ability to analyse issues from different perspectives and draw sound inferences from available information and data.
• Demonstrated negotiation skills and an understanding of contemporary dispute resolution theory and practice.
• Well-developed analytical skills including a capacity to evaluate complaints, identify risks and contribute to solutions.
• Sound written and oral communication skills.
• Demonstrated organisational skills and the capacity to manage competing demands and to meet deadlines.
• The ability and the confidence to make sound judgements and decisions based on thorough research, problem-solving, and evidence-based practice.
• Knowledge of the issues facing people with disability in the context of their rights, health, safety and wellbeing.

Applicants must:

• Hold Australian citizenship at time of application.
• Currently hold or eligible to obtain a baseline, NV1, or NV2 clearance.
• Be willing to undergo an Australian Federal Police check.

 
 
If you are interested in this role, please APPLY NOW
 
If you require further information, please call DFP Recruitment on 03 8632 9900

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

Note: You may be required to provide evidence of your COVID-19 vaccination status.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

Note: You may be required to provide evidence of your COVID-19 vaccination status.