Assistant Director, Contact And Early Resolution Centre

About the NDIS Quality and Safeguards Commission
The NDIS Quality and Safeguards Commission (the NDIS Commission) is an independent

agency established on 1 July 2018 to improve the quality and safety of NDIS supports and

services. The Commission is the dedicated national regulator of NDIS service providers in

Australia and a non-corporate entity under the Public Governance, Performance and

Accountability Act 2013.

The NDIS Commission’s core legislative functions are to:
uphold the rights of, and promote the health, safety and wellbeing of, people with

disability receiving supports or services, including those received under the

National Disability Insurance Scheme

Job Reference

Number
039_03/23

Number of

Vacancies
1

Position Title

Assistant Director,

Contact and Early

Resolution Centre

Division

Complaints Commissioner

Classification EL1 Branch Complaints Commissioner

Status
Ongoing

Full time
Section Contact and Early Resolution Centre

Salary Range
$111,445 -

$126,503
Location Penrith, NSW

Contact Person Tanya Ellis Contact Job Title
Director, Contact and Early Resolution

Centre

Contact

Number
02 4752 3959 Contact Email tanya.ellis@ndiscommission.gov.au

Date

Applications

Open

29 March 2023
Date Applications

Close
12 April 2023 11:30 PM AEST

NDIS Quality and Safeguards Commission 2

develop a nationally consistent approach to managing quality and safeguards for

people with disability receiving supports or services, including those received under

the National Disability Insurance Scheme

promote the provision of advice, information, education and training to NDIS

providers and people with disability

secure compliance with relevant legislation through effective compliance and

enforcement arrangements, including through the monitoring and investigation

functions conferred on the Commissioner by legislation

promote continuous improvement amongst NDIS providers and the delivery of

progressively higher standards of supports and services to people with disability

develop and oversee the broad policy design for a nationally consistent framework

relating to the screening of workers involved in the provision of supports and

services to people with disability

provide advice or recommendations to the National Disability Insurance Agency

(NDIA) and its Board in relation to the performance of the Agency’s functions

engage in, promote and coordinate the sharing of information to achieve the

objects of the relevant legislation, and

provide NDIS market oversight, including:
i. by monitoring changes in the NDIS market which may indicate emerging

risk; and

ii. by monitoring and mitigating the risks of unplanned service withdrawal.

The NDIS Commission is a disability friendly organisation that offers interesting and

challenging roles. People with a disability are encouraged to apply for jobs in the

Commission.

Complaints Commissioner Branch
The Complaints Commisisoner Branch is responsible for State and Territory operations that
deliver the NDIS Commission’s complaints function and local engagement; building
provider capability to prevent and manage incidents affecting people with disability;
building capability in positive behaviour support strategies; and undertaking compliance
and investigation activities, and enforcement action.

The Compliants Commissioner Branch forms part of the complaints functions in the NDIS
Commission, which also includes

Contact and Early Resolution Centre

National Complaints and Reportable Incidents Policy

National Compliants Operations

Contact and Early Resolution Centre

The Contact and Early Resolution Centre facilitates accessible forms of customer support to

people with disability who are making an enquiry or complaint. It is the first point of

contact for a stakeholder groups, including NDIS participants, their families and carers,

NDIS Quality and Safeguards Commission 3

service providers, employees of service providers (workers), representatives of advocacy

groups, not-for-profit organisations, and the public.

People who contact the NDIS Commission may be seeking information about provider

registration, worker screening, behaviour support, reportable incidents and other general

enquiries. People with disability, their family, carers and others can make a complaint about

an NDIS service by phoning the NDIS Commission. The Contact and Early Resolution Centre

supports the intake and early resolution of complaints and, where the complaint is not for

the NDIS Commission, supports people with their enquiry.

The Contact and Early Resolution Centre maintains positive customer service, efficient

handling of calls and supports internal business areas.

Key duties
The successful candidate will be reporting to the Director, Contact and Early Resolution
Centre and is responsible for carrying out a range of activities including:

Leading the day to day operations and contributing the further development of a
contemporary call centre;

Managing a team of approximately 12 Contact and Early Resolution Centre call
staff;

Leading, motivating and developing the team to drive a culture of excellence and
engagement underpinned by the service values of the NDIS Commission;

Supervising, coaching, mentoring and guiding team members and contributing to a
learning culture where expertise is appropriately shared;

Appropriately allocating resources and maintaining rosters to provide efficient
coverage for the team who provide a national service;

Meeting key performance measures with respect to call volumes, wait times,
customer satisfaction and contact resolution;

Continually seeking opportunities to improve operations, including people,
processes and technologies;

Managing competing priorities while maintaining high work standards and
accuracy;

Providing expert advice to the Complaints Commissioner, senior executive staff in
the Commission, about trends, resourcing and emerging issues; and

Promoting workplace practices consistent with the NDIS Commission’s policies,
including the NDIS Commission values, in accordance with APS values and
behaviours;

Skills, knowledge, and personal attributes

To be successful in the role, you must thrive under pressure in a fast-paced environment

and enjoy juggling multiple competing and constantly evolving priorities. Our ideal

candidate will have a positive contemporary attitude to people with disability and will have:

Demonstrated experience in leading and managing a call centre to deliver consistent
and timely high quality services in a fast paced, constantly evolving and complex
environment;

NDIS Quality and Safeguards Commission 4

Demonstrated commitment to excellence in client service and working
collaboratively to achieve results;

Demonstrated high emotional intelligence and excellent people skills, including the
ability to build and nurture productive working relationships in a complex, high-
pressured and sensitive environment;

Demonstrated ability to build and lead teams, coach and mentor staff to elicit high
performance, and manage underperformance;

Ability to engender trust and respect, complemented by sound judgement and the
ability to build organisational capability;

Excellent written communication skills and the capacity to manage competing
demands to meet deadlines;

Ability to think creatively and take an innovative approach to resolving complex
issues and identify opportunities for continuous improvement to achieve quality
outcomes;

Resilience and take responsibility for individual health and welfare.

Our ideal candidate will also have:
An understanding of the NDIS Quality and Safeguarding Framework and the NDIS
Act;

Experience in or demonstrated understanding of disability services in a state or
territory government context would be an advantage;

Experience, qualifications or formal training contact centre environment;

Experience managing change particularly in the area of work practices, training and
performance to ensure positive, efficient and effective work environment.

Pre-Employment Requirements

NDIS employees are required to be Australian Citizens.

Candidates employed by the NDIS Commission are required to undertake a Police
Records Check prior to commencement of employment. If the position involves
working with children and/or vulnerable people, the appropriate check for this will
also be required to be undertaken.

Successful candidate(s) will be required to obtain and maintain at least a baseline
security clearance.

For this role, the NDIS Commission requires you to have received COVID-19
vaccination as defined by the Department of Health and Thereapuetic Goods
Administration (TGA). You will be required to provide evidence of your COVID-19
vaccination status if successful.

To be eligible to obtain a security clearance (Baseline, Negative Vet 1 or Negative Vet 2)

the successful candidate must be an Australian Citizen. Candidates must be able to

establish their background as checkable to be considered eligible for a security clearance.

Any gaps or periods of time spent overseas for 12 or more months (cumulative) that

cannot be verified by an Australian referee are typically deemed uncheckable, rendering

the candidate ineligible for a security clearance. Background history must cover 5/10 years

(Baseline / Negative Vet 1 or Negative Vet 2) of employment, education, residential,

NDIS Quality and Safeguards Commission 5

criminal history and anything else specified by the AGSVA. The successful candidate must

be willing to disclose all relevant and required information to fulfil this process. We

encourage applications from people with disability, LGBTIQA+ people, women and people

with diverse linguistic and cultural backgrounds.

The assessment/selection process
The merit assessment process is chosen to suit the circumstances of the vacancy, the

business environment in which it operates and generally includes the following stages:

The application
applicants provide written evidence of their skills, knowledge and experience

supported by relevant examples. Your application should not exceed 1000 words

Shortlisting
is undertaken to identify the applicants with the strongest claims

Further assessment
the selection panel (usually 3 people) acquires as much information as they

consider necessary. This may include contacting referees, undertaking an interview,

a work sample test and/or psychometric testing may also be included in the

assessment. The contact person for the vacancy is available to provide further

information about which assessment techniques will be used.

RecruitAbility
We participate in the Australian Public Service RecruitAbility Scheme to attract applicants

with disability by removing some of the barriers in recruitment and employment

processes. The scheme provides an opportunity for applicants with disability to progress

to the next stage in the selection process if they are assessed as meeting the minimum

requirements of the job. Disability is defined as ‘current limitation, restrictions or

impairment, which has lasted, or is likely to last, for at least six months and restricts

everyday activities. More information about RecruitAbility can be found here:

http://www.apsc.gov.au/priorities/disability/recruitability .

Aboriginal and Torres Strait Islander peoples
We recognise the richness of Aboriginal and Torres Strait Islander cultures and the unique

knowledge Aboriginal and Torres Strait Islander employees bring to our workplace, policy

development and service delivery. We welcome and encourage applications from

Aboriginal and Torres Strait Islander peoples.

Merit Pool
A merit pool may be created and utilised within 18 months from the date this vacancy was

advertised in APSJobs

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