Job Title

Salary range in addition to 15.4% superannuation About the Aged Care Quality and Safety Commission The Aged Care Quality and Safety Commission (the Commission) was formed on 1 January 2019. We work to improve the lives of older people by maintaining the integrity of the aged care system. As the single independent regulator of Australian Government aged care services, we offer a variety of interesting and challenging jobs across most capital cities. It is an exciting time to join the Aged Care Quality and Safety Commission, with major reforms underway to improve aged care in Australia. You will be contributing to our role as the national regulator to safeguard and protect older Australians receiving aged care services. About the Complaints About Us and Conduct Unit The Complaints About Us and Conduct Unit is responsible for managing and responding to concerns raised about the Aged Care Quality and Safety Commissions service delivery, staff conduct and broad organisational practices. This includes handling complaints from external stakeholders regarding the Commissions service delivery functions, concerns regarding the integrity of its operations and overseeing the assessment, coordination, and management of alleged breaches of the APS Code of Conduct to ensure matters are assessed and addressed in line with legislative obligations and procedural fairness. Through this work, the section supports accountability, fosters a culture of ethical conduct, and contributes to continuous improvement across the Commission. About the Role The position undertakes intake, triage, assessment and oversight of complex and sensitive complaints about the Commission. The role plays a key part in ensuring complaint related decisions are fair, evidencebased and consistent with the Commissions policies and values. The role contributes to building a positive integrity culture by identifying emerging themes and trends, recommending improvements to complaint handling processes, and supporting capability development across the organisation. What you will gain from this experience In this role you will deepen your expertise in integrity and accountability frameworks and build strong capability in complaints management, investigations and stakeholder engagement. You will gain experience working on complex and sensitive matters that directly contribute to improving the Commissions service delivery and public trust. You will manage complaints and Code of Conduct investigations from beginning to end and work collaboratively with a range of key stakeholders, including the Integrity and Fraud and People and Culture Teams. Position Duties Manage the endtoend handling of complex or highrisk complaints about the commission, ensuring timely, consistent and fair outcomes Provide highquality advice and briefings to senior executives in the Commissions leadership on complaint outcomes, emerging trends, and systemic issues Complete high quality complaint assessments and oversee the endtoend Code of Conduct process ensuring adherence to procedural fairness and natural justice principles Identify and implement opportunities for process improvement, and contribute to the development and review of complaint handling policies, frameworks and guidance Prepare clear, accurate and sensitive correspondence reports and recommendations for a range of internal and external audiences Build and maintain collaborative relationships with internal stakeholders to support early resolution and promote best practice in complaints management Represent the section on branch and internal working groups or external engagement as required. Support the executive team with case data insights/trends. Occasional interstate travel will be required. Position Eligibility Requirements (Selection Criteria) To be successful in this role you will need to demonstrate the following: Strong understanding of complaint handling frameworks and procedural fairness principles. Demonstrated experience in managing complex or sensitive complaints or investigations in a regulatory, publicsector or integrity context High level analytical, judgement and problemsolving skills, with the ability to identify systemic issues and develop practical solutions Excellent written and verbal communication skills with experience preparing advice and correspondence for senior executives and external stakeholders Proven ability to manage competing priorities and deliver highquality work under pressure Commitment to APS Values, ethical conduct, and continuous improvement Ability to attain Baseline Security Clearance. Desirable Qualifications and Experience Experience working in a Commonwealth integrity, oversight, complaints or regulatory body. Position Notes Salary offered will be between $99,784 - $112,571 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid. Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit www.apsc.gov.au/citizenship-aps Nonongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months. Merit Pool established through this selection process may be used to fill this or future ongoing or nonongoing vacancies. In your application, please provide a statement of claims against the position eligibility requirements (selection criteria) in no more than 600words, including what strengths you would bring to the role, and a copy of your CV. Please complete the application and submit by 30 March 2026 at 11:30pm (AEDT). Follow our guidelines for candidate use of Artificial Intelligence (AI) throughout the recruitment process. #J-18808-Ljbffr