Senior Regulatory Coordinator - Sydney, Australia - Legal Aid NSW

Legal Aid NSW Sydney, Australia

Found in: Talent AU C2 - 1 week ago

Full time

Description

Senior Regulatory Coordinator-00009MD0

Senior Regulatory Coordinator

Committed to protecting public health and safety

HEALTH CARE COMPLAINTS COMMISSION

Are you or someone you know looking for a change in 2023 and answers yes to the following:

Are you experienced in leading teams in the management of consumer complaints within a complaint handling agency or other environment?

Are you experienced in identifying and managing risk?

Able to draw upon your day- to-day complaints experience to contribute to the design and delivery of process improvements.

Passionate about the idea of working in an integrity agency?

Delivering excellence and customer centrism across all complaints handling functions

Maintaining strong and effective operational collaboration with co-regulators and other stakeholders

What will you receive in return?

Fantastic ongoing full-time Clerk 9/10 opportunity.

Salary range from ($116,211 – 128,061) plus superannuation and annual leave loading

Flexible working arrangements (including but not limited to a hybrid work from home/office model, flexible start and finish times and accrual of flex leave).

Great Office location, Sydney CBD, close to Surry Hills and walking distance from Central Station.

Access to our wellbeing initiatives such as Fitness Passport, Headspace subscription and more

Access to unique growth and development opportunities, including access to over 17,700 online Linkedin Learning courses

ABOUT THE HCCC

The Health Care Complaints Commission (HCCC) is an independent statutory body (set up under the Health Care Complaints Act 1993) that plays a central part in maintaining the integrity of the NSW health system, with the overarching consideration of protecting the health and safety of individuals and the community. The Assessments Branch plays a key role by responding to and providing sound advice and direction to ensure consistent risk-based decisions which are timely and customer centric.

To learn more about the HCCC, please view our website .

ABOUT THE ROLE

The position works within the overall strategic objectives of:

Delivering excellence and customer centrism across all complaints handling functions.

Contributing to business led systems and process changes and improvements.

Building capability and tools to support risk-based complaints management.

Overseeing high quality performance reporting and risk management in complaints operations.

Maintaining strong and effective operational collaboration with co-regulators and other stakeholders.

It has a central role in leading and co-ordinating the end- to- end triaging and assessment of designated categories of complaints with a moderate risk level, as well as supporting the assessment of higher risk complaints. It also draws on day- to day complaints experience to contribute to the design and delivery of process improvements.

To learn more about the position, please view the

ABOUT YOU:

Previous experience of working for a complaints handling entity, regulatory agency or independent oversight /review agency, is desirable.

It is an essential requirement that all prospective employees are able to carry out their duties in an honest and consistent way, with uncompromising adherence to strong moral and ethical principles of the HCCC and public sector values and code of ethics and conduct.

The position requires:

Lead a specialist assessment team with carriage of specific types of complaints and provide sound advice and direction to ensure consistent risk-based decisions which are timely and customer centric.

Ensure consistent and effective risk-based triaging and /or management of complaints, with direct accountability for the processes, practices and outcome decisions for medium risk complaints.

Review and authorise relevant information requests to health practitioners, consumers, and health organisations.

Provide advice and mentorship to team members to strengthen their professional development including: advising on caseload management strategies; fostering customer centric complaints practices; providing options for effectively addressing difficulties in managing a complaint; guide the framing of assessment briefs; maintain high quality and timely decision letters; and implement quality assurance measures.

ESSENTIAL REQUIREMENTS

·To be eligible to apply for this position, applicants must have existing Australian work rights and tertiary qualifications in a relevant discipline or equivalent experience.

·All employees of the HCCC are required to have received the COVID-19 vaccine or have an approved medical contraindication certificate. You will be required to provide a record of your COVID-19 vaccination status if successful.

·You must be willing if the selected applicated to complete relevant background verification checks.

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