Manager - Statewide Complaints Management Oversight Unit (528136)

The Team:

The Statewide Complaints Management Oversight Unit (SCMOU) provides a centralised point for the management and oversight of the complaints process, adding value to the operations of the Department of Health (DoH) by supporting the effective management of concerns and complaints raised by employees, patients, carers and members of the public.

The unit is based within the Office of the Chief Risk Officer in the Department of Health, Tasmania. You’ll be joining a small, supportive, and purpose-driven team committed to improving how complaints and concerns are managed across the entire health system.

The Role:

Are you an experienced leader passionate about fair and effective complaints resolution in complex environments? The Department of Health is seeking a strategic and values-driven Manager to lead the Statewide Complaints Management Oversight Unit.

The SCMOU provides a centralised point for managing and overseeing complaints across the Department. In this critical role, you will lead a small team responsible for ensuring complaints are handled in a timely, efficient, and trauma-informed manner, while identifying systemic issues, improving processes, and providing strategic advice to senior leadership.

You will need to:

Lead the SCMOU team to provide a central point in the Department to review, manage and oversee reported and identified concerns and complaints, including:

• Assessing complaints received to determine their status and to determine any potential conflict of interests in investigating and responding to the complaint.
• Working with complainants to identify key concerns and possible outcomes with a trauma informed lens in all interactions.
• Collaborating with internal and external stakeholders to ensure consistency and accountability in complaints processes.
• This is a unique opportunity to shape a fairer, more responsive health system through high-level strategic oversight and compassionate leadership.

Note: - Please refer to the Statement of Duties for all the selection criteria of this position to address in your application.

Details of appointment:

Permanent full time, day worker position, working 76 hours per fortnight, commencing as soon as possible.

*notwithstanding hours to be negotiated with the successful applicant.

Applicants should note that, for a period of twelve months from the date of publication, this selection process may be used to fill subsequent or similar full time, part time, and casual vacancies.

Salary: $139,470 to $148,863 per annum. Our Employer 12% superannuation contribution is on top of this amount.

• Salary range is in accordance with Public Sector Unions Wages Agreement 2022.

Benefits available to eligible candidates:

• Fitness Passport – You, and your family can access 40+ fitness facilities across Tasmania for just $13.95 per week per person, or $25.95 for a family.

More information about our Employee Benefits can be found here

Eligibility:

Applicants should note the following criteria are desirable:

• Relevant academic qualifications.
• Knowledge and experience managing complaints functions in a complex organisation

Note: - Please refer to the Application Guide for more information of pre-employment check.

Download the Statement of Duties and any Associated Documents

We encourage you to review the Statement of Duties, Applicant Guide, prior to applying for an overview of the duties, program, selection process and application guidance.

Statement of Duties: 

Manager Statewide Complaints Management Oversight Unit Band 8 (WORD)

Application Guide:  

Department of Health - Applicant Guide (WORD)

How to apply:

Apply Online. Please click the "Apply" button on this screen to ensure that important questions about you are answered.

You will be prompted to complete a 1-2 page application detailing your experience, skills and knowledge as they relate to the attached Statement of Duties. A separate statement addressing the selection criteria in the Statement of Duties is not required.

*Applications from Recruitment agencies will not be accepted for this role

For more information:

Applicants who require further information are encouraged to contact the Contact person for detailed information about the vacancy.

Name: Tracey Turner
Position: A/ Chief Risk Officer
Phone number: (03) 6166 1598
Email address:  tracey.turner@health.tas.gov.au 

What it is like working at the Department of Health? 

Compassion, Accountability, Respect, Excellent are the key values to work in Department of Health. Listen to some of the lived experiences from within the department through some of our wonderful staff and hear about their journey in relocating to Tasmania!

Make It Tasmania | Move for a great lifestyle

One Health Podcast - Spotify 

One Health Podcast - Apple 

Tasmanian Health Careers | Tasmanian 

Respecting diversity is the foundation of everything that Department of Health do. This allows us to instil trust and collaborate through honest and fair communication and helps cultivate an environment of growth and innovation. We strongly encourage applicants from key communities including Aboriginal and Torres Strait Islanders, LGBTIQA+ people, and people living with disabilities.