Resolution Officer
Resolution Officer - ongoing and temporary roles
Summary about this job
Other
Company: Health Care Complaints Commission
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-3-1300-1534
Fax: +61-3-1238-4842
E-mail: n\a
Site: n\a
Detail information about job Resolution Officer. Terms and conditions vacancy
Health Care Complaints Commission
Clerk Grade 7/8 – Ongoing and Temporary Roles
Salary: Package includes salary ($94,782 to 104,918) plus superannuation and annual leave loading.
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 Role:
We are currently have an ongoing and temporary (6-12 month) vacancy in the Resolution team. Resolution Officers play a vital role at the HCCC, working across the state and closely with complainants and providers in the NSW health service to assist primarily with complaints resolution and provide outreach education services.
Your Key Accountabilities:
• Provide accurate and appropriate information, advice, resolution strategies and referral options to callers and record inquiries.
• Conduct timely reviews of assessment decisions taking into account all new and relevant information and provide recommendations to the Commission.
• Develop, organize and present workshops and seminars to health services and health consumers to promote the work of the Commission and to network extensively with advocacy groups, consumer groups and health service providers.
• Plan and facilitate an impartial and timely process which provides an opportunity for the resolution of complaints.
How to apply
Your online application must include a resume outlining your relevant skills and experience and a cover letter, describing your suitability for the role.
You will also be required to respond to two targeted questions listed below (maximum 1 page each):
1. Give an example of when you have applied resolution/ alternative dispute resolution skills to resolve a complex complaint or situation and what was the outcome.
2. Provide an example of a time when you have delivered a presentation or training to internal or external stakeholders in order to educate and provide them with information. What challenges or resistance did you experience and how did you deal with these?
Shortlisted applicants will be required to complete two comparative assessments which includes online cognitive ability test and a work sample assessment as well as attend a behavioural interview to assist in determining your suitability for the role.
The successful applicant will be required to complete a Background Verification Check.
A talent pool may be created to fill both ongoing and temporary opportunities if and as they arise.
For further information regarding this role, please download the Role Description.
Contact: Nicole Scheidel 02 9219 7513
Closing Date: Monday, 30 July 2018