• Location: Melbourne CBD
• Job type: Full time / Three year executive contract
• Salary: $225,000 - $290,600
• Reference: VG/DH/HCC/00168222

The Health Complaints Commissioner (HCC) is an independent statutory officer whose role is established under the Health Complaints Act 2016. HCC staff are employees of the Department of Health, (the Department) who report directly or indirectly to the Commissioner. The HCC supports safe and ethical healthcare in Victoria by resolving complaints about health services and conducting investigations into healthcare providers who pose a serious risk to the health, safety or welfare of the public.

The HCC has broad regulatory powers which include significant powers with respect to non-registered health service providers and investigation of contraventions of the Code of Conduct. The Commissioner also administers the Health Records Act 2001 which establishes privacy standards for the handling of health information and gives individuals a legally enforceable right of access to their own health information.

About the role:

The Assistant Commissioner, Operations leads the business unit delivering complaint management, resolutions and investigations functions of the HCC, and ensuring alignment with organisational strategy and values.  

Key accountabilities include leading strategic improvement and innovation for service excellence, meeting demand and needs of our service users (complainants and service providers), and maintaining connection with service users and internal and external stakeholders.

Responsibilities include oversight of the day-today activities of the resolutions and investigations teams, ensure legislative requirements are met, and services are delivered efficiently and effectively.

You will demonstrate excellence in leadership and management and use collaboration to foster an innovative and collaborative culture dedicated to safeguarding and delivering excellence in services to our users. The Assistant Commissioner reports directly to the Health Complaints Commissioner (HCC).

About us: 

The Health Complaints Commissioner is an independent office established under he Healh Complaints Act 2016 to provide health consumers and service providers in Victoria with an independent complaints resolution mechanism.

The Commissioner also administers the Health Records Act 2001 (HRA) which establishes privacy standards for the handling of health information and gives individuals a legally enforceable right of access to their own health information. 

This Act gives the Health Complaints Commissioner substantial statutory responsibilities and discretionary powers.

How you'll make a difference:

Are you:

• A strategic leader able to deliver operational excellence in statutory environments?
• An expert communicator who can influence stakeholders at all levels to get results?
• A leader of high-performing cross-functional teams as they adapt to changing work environment?
• Able to analyse evidence and solve complex problems to deliver results in a time sensitive environment?
• Committed to supporting safe and ethical healthcare in Victoria?

Suitable applicants will be able to demonstrate:

• An appropriate tertiary qualification.
• Postgraduate qualification, credentials or training relevant to executive leadership in the public sector.
• Executive leadership experience is required.
• Knowledge and understanding specific to complaint management and resolutions, and investigation and compliance in health settings is highly desirable.

To learn more please click ‘Apply Now' to view the Position Description on the Careers.vic website or view the document below. 

What we offer: 

• The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
• A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
• A strong commitment to work-life balance, including a diverse array of flexible working arrangements.

How to apply: 

Applications should include a resume and a cover letter. Click the ‘Apply Now' button to view further information about the role including key contact details and the advertisement closing date. 

We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians.

All roles can be worked flexibly and we encourage applications from Aboriginal people, people with disability, LGBTIQ+ and people from culturally diverse backgrounds. Please contact us if you require any adjustments to participate in the recruitment process at [email protected] using the subject line: Assistant Commissioner - Operations enquiry via EthicalJobs.

For more information on our commitment to inclusion and diversity see inclusion and diversity at the Department of Health.

Preferred applicants may be required to complete a police check and other pre-employment checks including proof of 3 vaccinations (including booster) against COVID-19. Information provided will be treated in the strictest confidence in line with our Privacy Policy. 

The Jobs and Skills Exchange (JSE) Recruitment Policy allows for priority consideration for employees who apply through the Jobs Skills Exchange (JSE) jobs board platform. As such, these employees are strongly encouraged to submit their application through the JSE. 

A position description is attached.