The Aged Care Quality and Safety Commission is seeking to fill the vacancy for Director, Complaints (NSW/ACT).

This is an exciting opportunity to be a part of a high performing Team and Group. The Intake and Complaints Resolution Group manages the intake of complaints into the organisation via the Customer Contact Team, and then the assessment and resolution of those complaints via our Complaints Teams.

Our Complaints Teams use a range of dispute resolution tools and strategies to resolve complaints for older Australians, ensuring access to safe and high-quality care and services. We seek an individual with leadership and dispute resolution experience to coordinate the activities of our NSW/ACT Team and to be part of the wider, national ICRG leadership group.

ABOUT OUR TEAM

The Intake and Complaints Resolution Group (ICRG) 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 sections sits within ICRG which supports managing risk, complaint resolution, sharing intelligence and where required, an integrated regulatory response.

For more information about the role and the benefits for working at the Commission, please refer to the Position Description and Candidate Pack.

KEY ACCOUNTABILITIES

• Apply work knowledge, precedent and established legislation, policy, procedures and guidance to situations involving a high level of complexity and sensitivity which require considerable interpretation and analysis
• Provide leadership in quality assurance of complaints management, including regulatory and reputational risk for the Commission’s operations
• Oversee day to day operations of the regional team and ensure risks are managed and work undertaken in accordance with agreed priorities and requirements
• Work collaboratively with colleagues across the Commission to implement the organisation’s priorities and support development of an integrated end-to-end regulatory model
• Undertake effective stakeholder engagement at regional and state levels including with consumers and their representatives, aged care providers, regulatory agencies and other government officials
• Provide leadership, direction and support to staff working in a fast-paced, high workload environment during a period of change
• Provide leadership in respect of improved service provision and ICRG’s capacity to respond to reform in the aged care sector

ELIGIBILITY REQUIREMENTS (Selection Criteria)

• Highly developed leadership and management skills, including the ability to lead a team in a dynamic environment and foster a positive and supportive team culture.
• Capacity to work in a busy environment, working with competing priorities and ability to effectively manage and prioritise workload to deliver agreed outcomes.
• Demonstrated ability to effectively manage interpersonal relationships with empathy, impartiality, respect and communicate with influence with internal stakeholders.
• Highly-developed written and oral communication skills and demonstrated ability to communicate information coherently and concisely to a range of audiences.
• Demonstrated strategic, planning, analytical and problem-solving skills, including the ability to assess and manage risk.
• The ability to work calmly under pressure and remain resilient and committed.
• An understanding of and capacity to provide leadership in relation to reforms in the aged care sector.
• An understanding of best practice complaints management and risk-based regulation
• Demonstrated ability to lead a team to prepare and finalise comprehensive, well-analysed and evidence-based documented written reasons for decisions in accordance with relevant legislation, national policies and procedures.
• An understanding of the aged care sector or similar environments (desirable).
• Experience working in complaints resolution or a regulatory environment (desirable).

POSITION ELIGIBILITY

In addition to the above key capabilities, to be eligible for this position you must:

• be an Australian citizen
• satisfy a pre-employment screening
• satisfy pre-existing medical condition declaration

HOW TO APPLY

Submit an online application through our Careers at the Commission webpage by 11:00 pm (AEST) 15 June 2025.

As part of your application, you will need to provide

• Your resume (three pages maximum)
• In your application provide a 800-WORDS maximum statement outlining why do you want to work at the Commission and what skills and experience do you bring

CONTACT OFFICER

Specific questions about the role can be directed to David Pezzanite on (08) 8432 1503 or by emailing [email protected] with the position title in the subject line.

PREPARING YOUR APPLICATION

You are encouraged to refer to the STAR model in the APSC Cracking the Code when preparing your response to the one-page pitch in your application. Where relevant, please also consider the EL2 Integrated Leadership System with your response.

Please note, applications that do not provide a resume and a response to the statement may not be assessed and may not progress to the next recruitment stage.

Please contact our Recruitment Services team on (02) 9633 3262 or [email protected] for assistance with accessing our website or with lodging your application.

SELECTION PROCESS NEXT STAGE

Shortlisted candidates will be contacted from end of June to confirm availability to attend a virtual interview.

MERIT POOL

A merit pool of suitable candidates may be created from this selection process. Suitable candidates placed on the merit pool may be contacted in relation to identical or similar vacancies on a non-ongoing and ongoing basis at the Commission, or the broader APS, within 18 months from the start date of this advertisement. Non-ongoing opportunities may be offered up to a total maximum contract period of 2 years.

This merit pool may be used to fill immediate vacancies in Surry Hills and Canberra. Future vacancies may be filled anywhere in Australia.

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 the implementation of 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.