Connecting...

Complaints and Re-portable Incident Officers

Job Title: Complaints and Re-portable Incident Officers
Contract Type: Contract
Location: Brisbane
Industry:
Salary: Competitive
Start Date: 2020-08-28
Reference: JO-2008-541997
Contact Name: Neil Mennie
Contact Email: neil.mennie@talentinternational.com
Job Published: August 28, 2020 15:43

Job Description

Our client currently is currently seeking two Complaints and Reportable Incidents Officer (APS5) to join their team in the Brisbane office.
  • Two Positions 
  • 6 + 6 month contract
  • Hourly rates
The duties for the APS5 Complaints and Reportable Incidents Officer will include, but not limited to:
  • Regulatory experience, compliance and analytical focus, strong customer focus service and good communicator* Support the implementation, operation and monitoring of the reportable incidents handling function;
  • Assist with the management of a caseload of incidents reported to the Commission by providers, including engaging with providers, where requested, on incidents (including deaths of people with disability) and supporting the Assistant Director in the escalation of incidents for investigation or other action where necessary;
  • Support the development of advice to the Branch Manager about trends, issues, individuals of concern and inadequate investigations by service providers, through the assessment and analysis of information gathered during the reportable incidents handling process;
  • Support the education and training function for providers in identifying incidents, preventing and effectively responding to abuse, and neglect of people with disability and information about the Commission's reportable incidents handling function; and
  • Develop productive working relationships with a range of stakeholders to facilitate the work of the reportable incidents handling function, and the Commission more broadly.
  • Related/connected duties as required.
  • Behave in accordance with the values promoted by the Commission.
  • Utilising statutory provisions under the agencies Quality and Safeguarding Framework and the National Disability Insurance Scheme Act 2013, 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 the agencies providers, including assessing moderately complex complaints and contributing to complaints handling activities, including conciliations.
  • Monitor incoming complaints and status to ensure high-risk complaints are escalated to be dealt with expeditiously, and escalate any delays or workflow obstacles with line managers and managers.* Liaise regularly with managers as to the management of caseload.
  • Contribute to education and training in relation to the effective handling of complaints to inform and educate participants, providers, and the public about the Commission's complaint handling functions.
  • Develop excellent 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.
  • Where requested, provide coaching, mentoring and guidance to others and contribute to a learning culture where expertise can be appropriately shared.
  • Behave in accordance with the values promoted by the Commission.
This is a great opportunity to join a fantastic organisation. For further information please either click "Apply Now' or contact Jackson Bruce by sending through your resume and/or contact details to jackson.bruce@talentinternational.com.