PrintedGazette

To Apply

Selection Documentation:	[e-mail]
Position Contact:	Alison Lane, 0439 759 466
Agency Recruitment Site:	http://www.ndis.gov.au

This notice is part of the electronic Public Service Gazette PS34 - 24 Aug 2017 Published by Australian Public Service Commission.

Applicants to vacancies notified in all formats of the electronic Public Service Gazette should be aware;

. that the names of successful applicants will also be notified in all formats of the electronic Public Service Gazette

. applicants found suitable may be offered similar employment opportunities by other Australian Public Service agencies

Social Services

Vacancy N.N. 10711626

National Disability Insurance Agency Closing date: Monday, 4 September 2017 Participant Pathway Design

Technical Advisory and Complaints team

Job Title:	EL2 Director Complaints and Feedback
JobType:	Ongoing, Non-ongoing (Temporary), Full-time
Location:	Geelong - VIC
Salary:	$116,868 - $132,684
Classifications:	Executive Level 2

Job Description ^{https://ndis.gov.au/about-us/jobs-ndia.html}

Duties

No. PS34 - 24 Aug 2017
The NDIA values all feedback as a rich source of data that provides insight into Agency performance through the identification of themes and issues that may help to improve systemic issues and drive continuous improvement and development.

The National Complaints Team are the central point of coordination for the Agency complaints handling processes, feedback handling process and resolution of escalated complaints. The team have responsibility for the resolution of escalated complaints and issues management from a range of sources. The National Complaints Team works hand-in-hand with regional sites to manage and resolve complaints and work directly with internal and external staff in a coaching and mentoring role to develop their understanding and critical analytic thinking relating to participant and community feedback.

The NCT prepares high level advice including letters, briefs and reports for a range of audiences including the Minister, Executive Management Group, NDIA Board, IAC and Regional Managers.
Position

The Director will oversee the leadership of the National Complaints Team and ensure feedback is managed in a timely and consistent manner to participants, significant stakeholders, providers and the NDIS service delivery network according to performance expectations. The Director's role includes being able to exercise higher level decisions and to manage NCT relationships across the national service delivery network. You will identify best practice complaints and feedback management systems and adapt Agency policy, practice and process accordingly.

As Director of the National Complaints team you will be responsible for tracking trends in complaints and identifying common themes to inform changes to process or operational policy.You will ensure that the governance frameworks and systems for complaints handling conform to standards of fairness, accessibility, responsiveness, integration and efficiency set out by the Commonwealth Ombudsman.

You will have extensive knowledge and experience of disability impacts on daily living and how to reduce impacts and/or improve outcomes for the individual, the community and the Scheme. The role will require a strong understanding of how the NCT will strategically link information from complaints and feedback to scheme sustainability and participant outcomes.

Responsibilities include –

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  Leadership and management of NCT staff, including establishing performance standards, mentoring and coaching;
  
• 
  Ensuring team and individual performance requirements are met within timeframes and quality expectations;
  
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  Managing and coordinating performance and quality improvement using a data-driven focus to set priorities aligned to operational imperatives;
  
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  Build productive working relationships with external stakeholders, NDIA service delivery network and key national office stakeholders;
  
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  Contribute to the development of team and network capability in complaints and issues management;
  
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  Providing regular reporting on conformance with Scheme management controls and on complaints related trend analysis with a particular emphasis on improving service delivery decision making and participant interactions at the local level and, where relevant, to improved Agency performance and systems at a national level;
  
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  Monitoring decision making processes and trends, report on consistency, trend analysis, network practice and outcomes analysis;
  
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  Supporting continual improvement in business processes and practices identifying opportunities for improvement and efficiencies;
  
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  Providing technical support with escalated complaints of a complex nature including investigating complex issues and complaints escalated referred to the NCT referral to the Independent Investigator where required to investigate unresolved complaints or potential systemic issues.
  
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  Investigate and manage complaints and prepare responses received by the Agency relating to Ministerial, Board or Executive or correspondence as outlined in the Ministerial and Parliamentary (insert link to policy) (MaPs) complaints process policy.
  
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  Provide a liaison point for external complaint authorities including the Ombudsman.
  
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  Ensuring referral of complaints about abuse, neglect or exploitation to the appropriate external body based on jurisdictional arrangements for each state or territory.
  

Eligibility

Successful candidates will be required to undergo a pre-employment National Police History check, and provide evidence of Australian Citizenship. Failure to do so may jeopardise your offer of employment.
Dependent on the role the appropriate working with children and/or vulnerable people checks may need to be undertaken as per State Legislation.

Notes

Non-ongoing opportunity will be offered for a specified term
This position will be offered for a specified term of up to 18 months, with the possibility of extension up to three years.
This non-ongoing position may become ongoing. Should the position become ongoing then the Order of Merit established through this selection process may be used to fill the vacancy on an ongoing basis.
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information see: href='http://www.apsc.gov.au/priorities/disability/recruitability' target='APSC recruitability page'>http://www.apsc.gov.au/priorities/disability/recruitability.

About National Disability Insurance Agency

The purpose of the National Disability Insurance Agency (NDIA) is to implement the National Disability Insurance Scheme

(NDIS) which will support a better life for hundreds of thousands of Australians with a significant and permanent disability. The NDIA will also provide great benefit to the families and carers of Australians living with disability.
The NDIS is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean peace of mind for every Australian who has, or might acquire, a disability.
We are committed to becoming a model employer for people with disability who are specifically encouraged to apply