Team Leader and Quality Lead

Summary about this job

Detail information about job Team Leader and Quality Lead. Terms and conditions vacancy

• Dynamic and professional organisation with opportunities to develop
• Supportive team environment and great culture
• Great Location in Canberra

A number of opportunities have arisen with the National Redress Scheme for Survivors of Institutional Child Sexual Abuse. These roles require staff to be survivor focused, have an understanding about the nature and impact of child sexual abuse, the cultural needs of survivors, and the needs of particularly vulnerable survivors.

The role

You

It is essential you have:

• Demonstrated management experience
• High level of computer literacy
• Experience in assessing medical, mental health, or other expert documentation, an advantage
• Have a good understanding of diversity, disability and disadvantage
• prioritise workload and delegate and organise accordingly
• Management complex customer relationships

The role

6x Quality Lead-

Your key responsibilities will include:

• Manage escalated complex cases as required, and accept escalated supervisor calls, where needed.
• Conduct quality assurance processes to the recommendation reports completed by the Recommendation Officers, prior to submission to the Independent Decision Makers.
• Investigate, analyse and assess complex, sensitive and contentious escalated issues to negotiate appropriate outcomes or make appropriate determinations.
• Develop written communications to survivors and their representatives, or responses to ministerial and ombudsman complaints.
• Analyse and report on the achievement of business outcomes, key performance indicators and quality assurance to assist management to manage overall performance
• Work in a multidisciplinary environment and work collaboratively with communications and wellbeing staff to achieve best results for survivors.

You

It is essential you have:

• Competent computer literacy
• Experience in applying emotional intelligence, and trauma informed care and practice or ability to grasp concepts and apply in their daily tasks
• Experience in working in a diverse and multi-disciplinary team
• Experience in working in a call centre environment an advantage
• Experience in working with culturally diverse, vulnerable or complex populations
• Experience in assessing medical, mental health, or other expert documentation, an advantage

If it sounds like you meet the key criteria, apply now as this role is scheduled for an asap start. Alternatively, for a confidential discussion, please call Miranda on 6361 1112