Your new company

It is a national agency that supports the Australian Community through its commitments, by enhancing the quality of life and increasing the economic and social participation of its participants. This is an integral role in their organisation to join their dedicated team that supports the most vulnerable in our society.

Your new role

• Assessing and monitoring complaints and other regulatory intelligence.

• Managing a caseload of complaints in connection with the provision of support and services by registered or unregistered NDIS providers, including the assessment of complex matters and escalating incidents for investigation or other action where necessary.

• Completing assessments of complaints and other regulatory intelligence to a quality standard within agreed timeframes.

• Developing and maintaining strategic 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 function, and the NDIS Commission more broadly.

• Contributing to a learning culture where expertise can be developed and appropriately shared.

• Contributing to supporting and building capability in a team environment through input in team and national forums.

• Have an understanding of vicarious trauma which may occur through conversations with providers and participants and/or when reading documentation where distressing information may be disclosed.

What you'll need to succeed

• 3 to 5 years of experience as a Complaints Officer, Case Manager, Investigations Officer or related field.

• Communicates messages in a clear, concise and articulate manner tailored to suit the audience, both verbally and in writing.

• Displays discretion and handles confidential and sensitive information appropriately.

• Prioritises and responds to competing and often urgent requests in a professional and efficient manner, while maintaining high work standards and accuracy.

What you'll get in return

Genuine Work Flexibility: Hybrid Work Environment.
Career Progression Opportunities: They value the growth and development of their employees, opening doors to further your career within the Federal Government.
Collaborative Team Environment: Join a passionate and supportive team of professionals where you will have the chance to collaborate with experts in the field, share knowledge and work together to find innovative solutions that positively impact participants' lives.

What you need to do now

If you are interested in being considered for this opportunity, please send me a copy of your most up-to-date CV via email, at Elizabeth Yeow, elizabeth.yeow@hays.com.au.
At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from a diverse background to apply.