Job description
We are seeking experienced APS5 Complaints Officers to join a Federal Government Agency based in Melbourne. This is a 3 month initial contract with the likeliness of further extension, and paying $48.21 per hour + super.
APS5 Complaints Handling Officers will be part of a state-based team, with duties including, but not limited to the following:
The Complaints Officer will have the following attributes:
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.
APS5 Complaints Handling Officers will be part of a state-based team, with duties including, but not limited to the following:
- Utilise statutory provisions under the NDIS Quality and Safeguarding Framework and the National Disability Insurance Scheme Act 2013, 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 NDIS Commission more broadly.
- Contribute to a learning culture where expertise can be appropriately shared
The Complaints Officer will have the following attributes:
- Experience in a similar role
- Strong investigative skills
- Excellent oral and written communication skills with well-developed interpersonal skills.
- The ability to work calmly when presented with ambiguous circumstances that may present with sensitive or highly emotive complainants.
- Effective problem solving skills and the ability to manage complex and difficult conversations
- The ability to remain objective when investigating a complaint.
- The ability to be flexible and responsive to competing demands.
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.