Ethical Complaints Officer

Our client is a professional representative body within the Allied health sector, which was formed as a national association in 1946 , it has up to 17,000 members and has since supported its members through the profession's many developments and changes.
They set the benchmarks for professional education and practice in their sector and have a strong voice on matters of social justice, human rights and issues that impact upon the quality of life of all Australians.
Today, they have nine branches and a vibrant community of national committees and practice groups supporting the work of the Association.
They are seeking a professional Ethics Complaints Officer to join their team based at their Head office in North Melbourne.
Reporting to the Team Leader, the Ethics Complaints Officer is responsible for receiving and responding to complaints about the practice of the Allied health members via its Ethics Complaints Management Process (ECMP):
Key responsibilities:

• Prepare formal communication to stakeholders regarding complaint outcomes and actions
• Respond to Complainant and Respondent phone calls and emails in a professional and timely manner, ensuring privacy and confidentiality principles to all complaint records
• Communicate effectively and use appropriate strategies with persons who may present with distress or challenging behaviors
• Prepare all complaint files in a manner consistent with ECMP administrative procedures and guidelines
• Undertake preliminary assessment of complaint eligibility to proceed through the ECMP
• Prepare complaint files and documents for allocation to independent Case Reviewers
• Prepare monthly reports
• Prepare agendas, minutes, case data and papers where required for Ethics Council meetings
• Provide day-to-day secretariat support to the ECMP, drawing on your experience working in a complaint handling setting
  To be considered for this position you will require:
• A minimum of 2-3 years' experience in a complaint handling role, preferably within a regulatory, health or community services setting
• Relevant tertiary qualification, preferably in a health, welfare, data management or administrative area
• Excellent administrative skills and high proficiency in the use of information technology
• Demonstrated high-level communication skills including phone, email, and formal correspondence
• Ability to communicate and respond respectfully with distressed or heightened persons
• Ability to work autonomously with minimal supervision
• Ability to work well under pressure and to respond flexibly to changing circumstances.
• Strong attention to detail and ability to identify, escalate and manage risk.
  This position will commence as a 3-month temp assignment, however there is opportunity for the role to become permanent after this period.
  You will be required to commit to working 3 days per week ; 9am-5pm.
  If you require further information that is not listed above, please contact Diana Curcio at Logical Executive Solutions on 0499 441 334