Assessment Officer

Role Summary: As an Assessment Officer, you'll play a pivotal role in managing and resolving complaints within the health and community services sector. You will be responsible for planning, coordinating, and conducting preliminary inquiries, providing expert advice, assistance, and information to complainants and service providers, and ensuring the delivery of high-quality services.
Key Responsibilities:
Provide responsive first-point-of-contact services for consumers, clients, and health services regarding complaint enquiries under the Health and Community Services Complaints Act 2004.
Identify and analyse complex complaints, providing impartial advice and assistance to resolve them effectively.
Coordinate and conduct impartial preliminary inquiries, facilitating negotiations between all parties involved.
Liaise with internal teams and external stakeholders, including complainants, service providers, and registration authorities.
Monitor and maintain the complaints management database, ensuring comprehensive records of all complaint matters.
Coordinate and deliver administration services, including document development, database maintenance, and continuous improvement processes.
Contribute to SA government complaint-related projects and research, analysing results and preparing reports and recommendations.
Essential Requirements:
Demonstrated ability to provide excellent customer service, handle sensitive and confidential matters, and identify complaint-related issues effectively.
Proven experience in coordinating and delivering high-quality customer complaint resolution services.
Ability to work independently and as part of a team, prioritise tasks effectively, and achieve desired outcomes.
Strong interpersonal, written, and verbal communication skills.
Sound knowledge of administrative processes, complaint handling practices, and relevant legislation.
Desirable Characteristics:
Experience in complaint handling within health and/or community services, particularly involving complex and sensitive situations.
Knowledge of relevant standards and guidelines in complaints handling and the health and community services sectors.
Familiarity with database development and website administration.
How to Apply: If you're passionate about resolving complaints and making a difference in the health and community services sector, we'd love to hear from you. Please submit your resume and a cover letter outlining your relevant experience.
Application Deadline: 8 AM - Thursday 18 April
Join us in our mission to ensure fair and effective resolution of complaints in the health and community services sector. Apply now!
At HOBAN we embrace diversity, inclusion and equal opportunity. We welcome and encourage applications from people from all backgrounds.
We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email ***********@hoban.com.au or visit hoban.com.au/adjustments . Please click here to apply.