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Assistant Director, Complaints (National)Join to apply for the Assistant Director, Complaints (National) role at Aged Care Quality and Safety CommissionAssistant Director, Complaints (National)1 week ago Be among the first 25 applicantsJoin to apply for the Assistant Director, Complaints (National) role at Aged Care Quality and Safety CommissionGet AI-powered advice on this job and more exclusive features.Assistant Director, Complaints (National)The Assistant Director plays a critical leadership role in the operation of the Intake and Complaints function within the Commission. The Assistant Director provides direction and guidance to Complaints Officers, exercises delegations in the resolution of complaints under the Aged Care Quality and Safety Commission Act 2018, monitors quality assurance and performance of the team.The Assistant Director is also responsible for supporting the continuous improvement within ICRG by understanding and responding to operational requirements of internal business areas. This includes establishing and maintaining service level agreements.The Commission is undergoing continuous reform as well implementation of the recent external capability review. As a result, ICRG may take on new responsibilities over time. Flexibility and the ability to engage positively with change is required.For more information about the role, please refer to the Position Description and Candidate PackAbout our group and sectionIntake 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.Key accountabilitiesAs the Assistant Director, you will be required to:Provide strong leadership and management skills and build the capacity of staff to undertake their roles efficiently and professionally and to meet expected standards of service and qualityMake delegated decisions under the Commission Act and Rules based on a good understanding and knowledge of relevant legislationEnsure the Complaints teams operate within the Commissions guidelines and operating proceduresWork constructively with external stakeholders and support staff to remain resilient when dealing with conflict and/or challenging behavioursIdentify and respond appropriately to riskManage high volumes of work considering risk, agreed priorities and KPIsActively contribute to the Commissions strategic directions and achievements against our corporate prioritiesFoster and support staff wellbeing and contribute towards maintaining a positive culture that is customer centred and aligned with recruitment, training, HR and procurement processesPrepare briefings and reports for senior management of the teams performanceWork collaboratively with colleagues within the ICRG and across the Commission to implement the organisations priorities and support development of an integrated end-to-end regulatory modelELIGIBILITY REQUIREMENTSKey capabilitiesOur ideal candidate will possess the following capabilities:Strong leadership and management skills and the ability to build capability and provide support to staff dealing with high workloads and sometimes stressful external stakeholder interactionsCapacity to work in a busy environment, working with competing priorities and ability to effectively manage and prioritise workload to deliver agreed outcomesDemonstrated ability to use sound judgement analytical skills and ability to understand and apply legislation and make delegated decisionsAbility to build organisational capacity and responsiveness by driving and implementing strategic initiativesHigh-level negotiation skills and the ability to work collaboratively with, and maintain professional relationships with a range of stakeholders to achieve operational priorities and strategic direction of the CommissionExcellent interpersonal, oral and written communication skills including communicating coherently and concisely to a range of audiences, and an understanding of best practice complaints management and risk-based regulation including the ability to identify and respond appropriately to riskHigh proficiency in applying legislation, or the ability to quickly acquire knowledge of aged care legislation and Aged Care StandardsIn addition to the above key capabilities, to be eligible for this position you must:be an Australian citizensatisfy a National Coordinated Criminal History Checksatisfy pre-existing medical condition declarationattend a two-week onsite induction for the role.HOW TO APPLYSubmit an online application through our Careers at the Commission webpage by11:30 pm (AEST) 18 May 2025.As part of your application, you will need to provideYour resume (three pages maximum)A statement of claims (up to 800-words max) with examples demonstrating how you meet the key capabilities for the role as described in the position description.Please contact our Recruitment Team on (02) 9633 3262 or recruitment@agedcarequality.gov.au for assistance with accessing our website or with lodging your application.CONTACT OFFICERSpecific questions about the role can be directed to Koula Louras on 03 9978 4216 or by emailing koula.louras@agedcarequality.gov.au with the position title in the subject line.PREPARING YOUR APPLICATIONYou 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 EL1 Integrated Leadership System with your response.Please note, applications that do not provide a resume and your statement of claims may not be assessed and may not progress to the next recruitment stage.SELECTION PROCESS NEXT STAGEShortlisted candidates will be contacted from mid-May to confirm availability to attend a virtual interview and written assessment.Where there are delays in the selection timeframes, candidates will be notified.MERIT POOLA 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 list or pool may be used to fill other vacancies anywhere in Australia.DIVERSITY AND INCLUSIONThe 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.Seniority levelSeniority levelNot ApplicableEmployment typeEmployment typeFull-timeJob functionJob functionOtherIndustriesGovernment Administration and Government Relations ServicesReferrals increase your chances of interviewing at Aged Care Quality and Safety Commission by 2xSign in to set job alerts for Assistant to the Director roles.Executive Assistant to Chief Commercial and Aviation OfficerPerth Airport, Western Australia, Australia 2 weeks agoSubiaco, Western Australia, Australia 1 week agoPerth, Western Australia, Australia 1 week agoPerth, Western Australia, Australia 2 weeks agoPerth, Western Australia, Australia 2 weeks agoPerth, Western Australia, Australia 2 weeks agoFront Desk Manager Assistant Club Med ResortPerth, Western Australia, Australia 1 week agoKwinana Beach, Western Australia, Australia 3 weeks agoAssistant Human Resources Manager (M/W) Club Med ResortPerth, Western Australia, Australia 1 week agoMandurah, Western Australia, Australia 1 week agoPerth, Western Australia, Australia 1 week agoPerth, Western Australia, Australia 1 month agoPerth, Western Australia, Australia 1 week agoPerth, Western Australia, Australia 1 week agoPerth, Western Australia, Australia 1 week agoPerth, Western Australia, Australia 1 day agoPerth, Western Australia, Australia 1 week agoAssistant Manager In Training Myaree WA, 6154Myaree, Western Australia, Australia 3 hours agoRETAIL ASSISTANT STORE MANAGER BULL CREEKBull Creek, Western Australia, Australia 1 week agoHamersley, Western Australia, Australia 1 week agoPerth, Western Australia, Australia 1 week agoMelville, Western Australia, Australia 1 day agoManager to Associate Director - Technology RiskPerth, Western Australia, Australia 3 days agoPerth, Western Australia, Australia 7 hours agoPerth, Western Australia, Australia 1 week agoMaddington, Western Australia, Australia 4 weeks agoAssistant Chief Executive Club Med ResortPerth, Western Australia, Australia 1 week agoCottesloe, Western Australia, Australia 4 weeks agoExecutive Director Electronic Medical RecordPerth, Western Australia, Australia 4 weeks agoArmadale, Western Australia, Australia 6 days agoAssistant Store Manager - David Jones ClaremontPerth, Western Australia, Australia 1 week agoPerth, Western Australia, Australia 1 month agoPerth, Western Australia, Australia A$139,500.00-A$254,500.00 3 days agoJoondalup, Western Australia, Australia 1 week agoPerth, Western Australia, Australia 1 month agoPerth, Western Australia, Australia A$140,890.00-A$160,176.00 3 days agoAssistant Director - Operations and Knowledge, EL1, SASD (EA2025/71)Perth, Western Australia, Australia 1 week agoWere unlocking community knowledge in a new way. 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