AddressMcArthur is proudly partnering with a dedicated national regulator of NDIS service providers in Australia responsible for improving the quality and safety of NDIS supports and services.
The role of the Complaints Officer is to focus on resolving complaints about the quality and safety of services and supports by NDIS providers in accord with legislation, and enable people to move forward.
This position is on a 6-month contract with potential to extend until May 2026 and offers flexible working arrangments.
Key Responsibilites:
- Assess and monitor complaints and regulatory intelligence aligned with the NDIS Act and Rules.
- Manage a caseload of complaints about NDIS supports and services, including complex matters and escalation.
- Identify trends and issues from complaints received by the NDIS Commission and advise on them.
- Complete complaint assessments and handle regulatory intelligence efficiently and on time.
- Educate and train providers on identifying incidents, preventing abuse and neglect, and responding effectively.
- Build and maintain relationships with stakeholders like state counterparts, service providers, and regulators.
- Prepare complex and sensitive reports, briefings, and submissions.
- Foster a learning culture for knowledge sharing and development.
- Contribute to team and national forums to support and build team capability.
- Understand vicarious trauma that may arise from interactions with providers, participants, or disturbing information.
Essential Requirements:
- Must be an Australian Citizen.
- Be willing to obtain a Baseline vetting security clearance.
The ideal candidate will have a strong complaints background, that has lived experience of disability or demonstrated understanding of disability services in state, territory or Commonwealth government context.
