Department of Health, Tasmania1 follower32 jobs

Coordinator - Statewide Complaints Management Oversight Unit (529958)

Mid levelFull-timeHybridHobart TAS 7000, AustraliaAdministrationProfessional servicesCustomer service and supportPosted 19 hours ago
View your fit0 of 9 criteria met

About the job

The Statewide Complaints Management Oversight Unit (SCMOU) is a specialist team within the Office of the Chief Risk Officer, Department of Health (DoH). This job focuses on providing independent oversight and governance for managing complaints across the health system, ensuring they are handled in a fair and trauma-informed manner. The team values collaboration and aims to foster a culture that supports feedback and accountability, making a significant impact on consumer experience and staff support.

You'll be responsible for

👁️

Providing oversight

Ensuring referred complaints have been triaged, assessed and reviewed, sharing key insights across the agency.
⚠️

Acting as an escalation point

Serving as an escalation point for complex and sensitive complaints, providing alternative avenues for stakeholders to raise concerns.
✅

Conducting quality assurance

Undertaking high-level analysis and reporting of statewide complaints data to ensure quality assurance.

Skills you'll need

🧠

Trauma-informed approaches

Demonstrated high level knowledge, understanding and experience of contemporary trauma-informed approaches to complaint management.
🔍

Research and analytical skills

Well-developed research and analytical skills with a proven ability to identify relevant issues and evaluate information from various sources.
📊

Case management skills

High level case management skills with the capacity to distil information across a large range of data sources accurately and efficiently.

Meet the team

About the company

View your fit

0 of 5 criteria met
Trauma-informed complaint management experience
Demonstrated high-level knowledge of trauma-informed approaches to complaints.

View

Research and analytical skills
Well-developed skills to evaluate information from diverse sources.

View

Case management expertise
Proven ability to manage cases and distill information accurately.

View

Timely complaint resolution
Capacity to deliver outcomes within strict legislative timeframes.

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Stakeholder engagement
Experience in providing robust resolutions for various stakeholders.

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