Quality Leads (APS6 level equivalent)

All vacancies of AustraliaGovernment & DefenceQuality Leads (APS6 level equivalent)

Interviewing immediately, working with a Federal Government client on a 12 month contract with competitive rates

Summary about this job

Government - Federal

Company: FuturePeople

Location: ACT

Work type: Full Time

Salary: $45-50 per hour + Super

Phone: +61-3-4587-1858

Fax: +61-2-4911-3204

E-mail: n\a

Site:

Detail information about job Quality Leads (APS6 level equivalent). Terms and conditions vacancy

  • 12-24 Month Federal Government Contract
  • Interviewing immediately
  • Be part of FuturePeople's reward and recognition programme
We have an excellent opportunity to join a leading Federal Government Agency responsible for the development of service delivery policy and providiing access to social, health and other payments and service on a 12 month contract, based in Greenway, Canberra!
 
We are looking for an 10 Quality Leads(APS6) to work across the redress Recommendation Team, in the Institutional Redress Branch, which facilitates the recommendation process for the National Redress Scheme for Survivors of Institutional Child Sexual Abuse (the Scheme).
 
Quality Leads (QL6) work under the limited direction of a manager, exercising initiative and judgement in the interpretation of policy and in the application of practices and procedures. Decision-making is substantially dependent on judgement, skills and knowledge. Quality Leads (QL6) manage their own work in the context of competing priorities, including business planning, changes in workplace practices, and business improvement strategies.
 
Key duties/tasks:
 
  • 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.
  • Collaborate with stakeholders to resolve escalated, high profile, complex complaints and systemic issues and completing quality analysis.
  • Develop written communications to survivors and their representatives, or responses to ministerial and ombudsman complaints.
  • Provide feedback to staff and internal stakeholders to improve quality, consistency and accuracy of decision-making.
  • Provide advice and interpretation on technical information.
  • Identify learning gaps, and develop and deliver targeted training materials pertaining to the technical and procedural aspects of the Scheme.
  • Escalate issues that adversely affect policy, performance and/or service, including disaster/emergency situations.
  • Monitor team and individual performance with an in-depth understanding of relevant legislative and policy frameworks.
  • Analyse and report on the achievement of business outcomes, key performance indicators and quality assurance to assist management to manage overall performance
  • Contribute to relevant business and people planning, and develop strategies to improve against key performance measures.
  • Work in a multidisciplinary environment and work collaboratively with communications and wellbeing staff to achieve best results for survivors.
.
Required Skills
Ability to:
  • provide quality assurance and check adherence with relevant procedures and legislation.
  • interpret and apply knowledge and legislation.
  • manage complex customer relationships, and escalated enquiries/cases and issues.
  • manage incidents of aggression and/or inappropriate behaviour in a trauma informed way.
  • display personal resilience and manage challenging and sensitive situations.
  • use strong verbal and written communication skills.
  • communicate sensitively and effectively with survivors and their representative in telephone and written communications, including responses to ombudsman and ministerial escalations.
  • support the Recommendation Team staff in a trauma informed approach through mentoring, coaching and training.
  • demonstrate empathy and understanding of the impact trauma can have on survivors.
  • research, analyse and make decisions using good judgement, expertise and knowledge, under limited guidance.
  • ensure accuracy with attention to detail.
  • build relationships and engage with diverse groups of people.
  • collaborate with other staff in immediate area and in other areas of the department.
  • lead staff through change.
  • work independently and collaboratively.
  • develop and implement improvements and best practice in processes and procedures.
  • exercise delegations appropriate to role in accordance with legislation and guidelines.
 
Knowledge required for the position
 
Knowledge and understanding of:
 
  • adherence to common privacy, ethics, confidentiality, workplace health and safety, and security protocols.
  • quality assurance practices.
  • complaint handling techniques.
  • diversity and cultural sensitivities.
  • survivor groups and related service needs (preferred).
  • the nature, and short and long term impacts, of child sexual abuse  (preferred).
  • the broader system available to work with victims of child sexual abuse(preferred).
  • long term impacts of systemic and institutional child sexual abuse (preferred).
  • causes and debriefing theory (preferred).
  • mandatory reporting processes and procedures (preferred).
 
Qualifications or Experience
 
  • 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
 
Applicants must be Australian Citizens or Permanent Residents with a 5 year footprint of living within Australia.  This is an exciting opportunity - Apply Now!

Responds for Quality Leads (APS6 level equivalent) on FaceBook

Read all comments for Quality Leads (APS6 level equivalent). Leave a respond Quality Leads (APS6 level equivalent) in social networks. Quality Leads (APS6 level equivalent) on Facebook, LinkedIn and Google+