APS5 Compliants Officer - Geelong VIC

APS5 Complaints Officer

Agency: Australia's largest Federal Government Organisation supporting the NDIS/disability sector.

• Location: Geelong, VIC (Hybrid Role)
• Pay Rate: $55.24 per hour + Super
• Work Hours: Full-time hours
• Vacancies: Multiple

This vital APS5 role requires a Senior Complaints Officer to coordinate and resolve escalated, sensitive complaints, ensuring strict adherence to the NDIS Participant Service Charter timeframes and legislative requirements. You will engage with the public, internal teams, and external oversight bodies to resolve concerns and address underlying systemic issues within the Agency.

Key Responsibilities

Operating with a higher degree of complexity and risk management, your responsibilities will include:

• Escalated Complaint Resolution: Manage and resolve complex, high-level complaints from diverse sources, ensuring all deadlines are met.
• Critical Incident Monitoring: Proactively monitor and assess Participant Critical Incidents, identifying risks and ensuring appropriate escalation to safeguard participant welfare.
• High-Level Stakeholder Management: Act as a key liaison with external agencies and oversight bodies to resolve intricate disputes and coordinate official responses.
• Expert Communication: Draft professional, high-quality written correspondence and lead professional outbound calls to participants and their representatives.
• Operational and Strategic Support: Assist the branch in achieving strategic objectives and resolve day-to-day operational issues within the team.

Selection Criteria

We are seeking seasoned professionals who possess:

• Disability Sector Expertise: A deep understanding of disability, combined with a positive, rights-based, and contemporary approach.
• Emotional Resilience: Proven ability to handle distressing information, supported by effective self-care and wellbeing strategies.
• Legislative and Analytical Acumen: Experience interpreting and applying complex legislation to achieve fair outcomes, and the ability to assess incident data to identify risks and ensure policy compliance.
• Technical Proficiency: Advanced skills in using PACE (or similar CRM systems) and Microsoft Office for accurate and confidential record-keeping.

Eligibility: Only Australian Citizens are eligible to apply.