• Professional Membership Association.
• Full time hybrid office and work from home.
• 12-month fixed term.

Your key focus as Project Manager, Complaints & Notifications position is to complete key business projects within the Professional Standards and Assessments business unit associated with the implementation of an updated Complaints and Notifications Management Process. You will also produce the required business unit information and collateral (which may include for example program information, procedural guides, reports, manuals, training materials and process maps).

The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia, with more than 16,000 members. AASW sets the benchmarks for professional education and practice in social work and have a strong voice on matters of social justice, human rights and issues that impact upon the quality of life of all Australians.

Your key responsibilities will include [not limited to] the following:

Develop a Project Plan to implement the agreed changes to the Complaints and Notifications Management Process to include:

• Ensure that all recommended changes which have been adopted are updated and reflected in relevant sections of policy and procedure.
• Develop policy documentation and procedures for the effective management of the AASW Collective Trademark Notification process.
• Develop a Mandates Policy and Procedure covering both personal responsibility and the responsibility of AASW practitioners to report substandard fitness to practice or knowledge of disciplinary action about a social worker.
• Develop a new complaint online lodgement form to reflect recommended changes.
• Work with the PSA Manager and Company Secretary to ensure recommended changes to bylaws have been adopted.
• Work with the marketing and communications department to review the AASW website to update general information, policy, procedures and change of language, where recommended.
• Update the complaints section of the website so that it clearly states what complaints are accepted and which ones are not.
• Make public information about alternative dispute resolution sites on jurisdiction specific pages, for people who want to complain about non AASW member social workers.
• Develop a service level commitment [stages and timelines] for dealing with complaints and publish on website.
• Develop online information and tools which will enable a potential complainant to self-assess the complaint and the appropriateness of using this site or going elsewhere to resolve.
• Work with the PSA Manager to prepare relevant documentation, for Board approval, relating to renaming the Ethics Council to ‘Complaint and Misconduct Management Council’ and updating Council membership, function, and terms of reference in accordance with agreed recommendations.
• Update the case review procedures and documentation based on internal reviewers and no external reviewers appointed.
• Apply knowledge of contemporary complaints, mediation and dispute resolution systems and methodologies relevant to the operations of a profession, an organisation or an industry.
• Development of the operations manual.

Please refer to the position description for a full list of duties and responsibilities.

Key selection criteria:

• Tertiary qualifications in project management, business, allied health, organisational change management, human resource management or equivalent.
• At least five years' experience in a professional organisational environment, with a proven history of managing successful project teams via Project Management principles resulting in business improvements and positive change management outcomes.
• Demonstrated knowledge of contemporary complaints, mediation and dispute resolution systems and methodologies relevant to the operations of a profession, an organisation or an industry.
• Experience in establishing, implementing, and maintaining a standardised project management system and framework including relevant processes, policies, and tools.
• Demonstrated knowledge of project management techniques, tools, and methodologies, and in particular designing and implementing new systems and processes.
• Excellent interpersonal, oral, and written communication skills. proven aptitude for communicating effectively with a variety of audiences.
• Experience preparing high quality status reports and project presentations suitable for executive level audiences.
• Advanced analytical and problem-solving skills, with a solutions-based work ethic.
• Proven ability to deliver to agreed deadlines, as well as meet budget, quality and specifications.
• Demonstrated commitment to continuous improvement and best practice principles.
• Ability to lead, coach, train and mentor team members in relation to system and process changes
• Experience in leading, directing and influencing stakeholders and customers to achieve high quality project outcomes
• Customer focussed, friendly disposition, professional.

Please direct any queries to [email protected] using the subject line: Project Manager - Complaints & Notifications enquiry via EthicalJobs.

The AASW is committed to equal opportunities in employment and embraces diversity and inclusion in its workforce. We encourage applications from culturally and ethnically diverse communities, particularly those underrepresented in the social work profession including the Aboriginal and Torres Strait Islander communities and people with a disability.

A position description is attached.