Locations: Melbourne, Canberra, Parramatta, Surry Hills, Brisbane, Hobart, Adelaide, Perth
About the Aged Care Quality and Safety Commission
The role of the Commission is to protect and enhance the safety, health, wellbeing and quality of life of people receiving aged care.
The Commission is the national end-to-end regulator of aged care services and the primary point of contact for consumers and providers in relation to quality and safety. Our vision is to support a world-class aged care system driven by empowered consumers who enjoy the best possible quality of life.
We aim to build confidence and trust in aged care, empower older persons, promote best practice service provision, promote quality standards and hold providers to account for their performance against the expected standards of care. We seek to promote an aged care system that develops safer systems of care, inculcates a culture of safety and quality, and learns from mistakes, while providing the oversight that can assure the community that aged care services are operating as they should, including working on continuous improvement.
About the Team
Intake and Complaints 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 section sits within Intake and Complaints which supports managing risk, complaint resolution, sharing intelligence and where required, an integrated regulatory response.
About the Role
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, Intake and Complaints may take on new responsibilities over time. Flexibility and the ability to engage positively with change is required.
Key Accountabilities
As 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 quality
- Make delegated decisions under the Commission Act and Rules based on a good understanding and knowledge of relevant legislation
- Ensure the Complaints teams operate within the Commission’s guidelines and operating procedures
- Work constructively with external stakeholders and support staff to remain resilient when dealing with conflict and/or challenging behaviours
- Identify and respond appropriately to risk
- Manage high volumes of work considering risk, agreed priorities and KPIs
- Actively contribute to the Commission’s strategic directions and achievements against our corporate priorities
- Foster and support staff wellbeing and contribute towards maintaining a positive culture that is customer centred and aligned with recruitment, training, HR and procurement processes
- Prepare briefings and reports for senior management of the team’s performance
- Work collaboratively with colleagues within the ICRG and across the Commission to implement the organisation’s priorities and support development of an integrated end-to-end regulatory model
Key capabilities
Our 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 interactions
- 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 use sound judgement analytical skills and ability to understand and apply legislation and make delegated decisions
- Ability to build organisational capacity and responsiveness by driving and implementing strategic initiatives
- High-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 High proficiency in applying legislation, or the ability to quickly acquire knowledge of aged care legislation and Aged Care Standards
- Excellent 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 risk
- High proficiency in applying legislation, or the ability to quickly acquire knowledge of aged care legislation and Aged Care Standards
Role specific requirements
- required to provide evidence of seasonal influenza and COVID 19 vaccinations
- attend a two-week onsite induction for the role.
Desirable skills, experience and qualifications
- Experience in complaints management, dispute resolution, legal, aged care, clinical experience, or financial experience (including with financial fee structures of aged care providers) is highly desirable but not mandatory.
Position Notes:
- Salary offered will be between $122,620 to $139,850 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 apsc.gov.au/citizenship-aps
- Both Ongoing and Non-ongoing roles are available for this role. Non-ongoing 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 non-ongoing vacancies.
In your application, please provide a statement of claims against the position eligibility requirements (selection criteria) in no more than 600-words, including what strengths you would bring to the role, and a copy of your CV.
- Please complete the application and submit by Sunday 5 April 2025 at 11:00 pm AEST.
- Follow our guidelines for candidate use of Artificial Intelligence (AI) throughout the recruitment process. Please note that the Commission does not allow the use of AI in performing the duties of the role outlined in the candidate pack.
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.
Specific questions about the role can be directed to ICRG Support by emailing ICRG.Support@agedcarequality.gov.au with the position title in the subject line.
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.
RecruitAbility applies to this vacancy. Under RecruitAbility you will be invited to participate in further assessment activity for the vacancy if you choose to apply under RecruitAbility; declare you have a disability; and meet the minimum requirements for the position. For more information, visit https://www.apsc.gov.au/recruitability.
We provide reasonable adjustments such as access, equipment or other practical support at relevant stages of the recruitment process. Please email recruitment@agedcarequality.gov.au if you need any adjustments made.
Further information:
For further information about the Aged Care Quality and Safety Commission, office locations and other related resources, please visit https://www.agedcarequality.gov.au
For more information on the Australian Public Service, please visit http://www.apsc.gov.au/publications-and-media/current-publications/cracking-the-code/factsheet-4 and http://www.apsc.gov.au/publications-and-media/current-publications/cracking-the-code.