Senior Compliance Officer, Case Management

The Compliance Case Management section responds to non-compliance of providers with their obligations and conditions on registration under the Aged Care Act 2024. The section is responsible for encouraging and promoting compliance through engagement, education, negotiation and the use of regulatory tools, as part of monitoring activities.

The section takes regulatory action proportionate to risk and uses its powers based on the capability and willingness of providers to take action required. Where providers are unable to demonstrate ability or willingness to mitigate the identified risks in a sustained way, the section will closely case manage the provider, often working with other internal and external stakeholders.

Using data and intelligence, Compliance Case Management takes a proportionate risk-based response to identified non-compliance to incentivise sustained long term behavioural change amongst providers. 

Senior Compliance Officers monitor a provider’s compliance through a range of mechanisms, including information received from external and internal sources. This role will manage a complex case load effectively, and in a timely manner, within an environment of competing priorities and change.

The role requires ability to identify risk accurately using appropriate decision tools, and prepare comprehensive, well analysed, and evidence-based written recommendations for delegated decisions in accordance with relevant legislation, national policies and procedures. Discretion and judgement are required in dealing with numerous confidential and sensitive issues.

The incumbent may be appointed as an Authorised Commission Officer (ACO) and exercise regulatory powers under the Aged Care Act 2024, subject to meeting all statutory and eligibility requirements. The regulatory powers and appointment of an ACO are governed by the Aged Care Act 2024.

• Case manage and closely supervise providers to ensure risks to consumers are being appropriately managed and that providers comply with their legislative obligations. Where appropriate, use regulatory powers to incentivise changes in provider behaviour and delivery of required actions.
• Gather and analyse complex data and intelligence from various sources to conduct fair, balanced, and effective risk assessments in line with the Commission’s Regulatory Strategy and Risk Framework.
• Apply expertise and sound judgement to lead the assessment of matters applying the legislative framework in providing recommendations, analysing risk and managing more complex matters through to resolution.
• Lead and manage the investigation of issues, including through the use of regulatory tools, produce high-quality briefs and recommendations, analyse and interpret evidence and have sound judgement in influencing behaviour and achieving outcomes.
• Facilitate provider meetings (virtually or onsite) by preparing for engagements, setting milestones, clearly communicating expectations, and gathering information to support outcome delivery.
• Work collaboratively and liaise with stakeholders, develop and maintain professional relationships, seek information and specialist advice (e.g. legal and/or clinical) on complex or sensitive matters to support unbiased and defensible decisions.
• Professionally engage, negotiate and influence difficult and sensitive conversations with a provider, other government entities and members of the public. 
• Support the Assistant Director and Director by independently preparing and/or contributing to the preparation of executive reports, briefings or equivalent.
• Develop, train and mentor new and existing staff to build their knowledge and capability on compliance-related matters as well as leading teams to achieve outcomes.
• Contribute to the continuous improvement for operational processes and technological enhancements to support compliance activities and team objectives. 
• Hold or be eligible to obtain, appointment as an Authorised Commission Officer (ACO) to undertake field-based duties, subject to meeting all statutory and eligibility requirements.

• In-depth knowledge, or the ability to quickly acquire knowledge, of aged care legislation, policy, and regulatory frameworks, such as the Aged Care Act and the Commission's Regulatory Strategy.
• Strong analytical and problem-solving skills to support well-reasoned recommendations based on evidence.
• Highly developed written communication skills with demonstrated experience in preparing high quality documents, reports, or regulatory notices.
• Highly developed interpersonal skills with demonstrated negotiation, conflict resolution and engagement skills with internal and external stakeholders.
• Ability to work independently under strict deadlines with demonstrated skills in effective time management, working with competing priorities and managing a case load effectively in line with agreed performance measure indicators.
• Proven experience driving continuous improvement initiatives to improve operational efficiency and compliance.
• Demonstrate the ability to take ownership of personal and professional development.
• Demonstrate initiative, self-motivation and resilience with ability to identify practical solutions to problems.
• Ability to obtain Authorised Commission Officer approval in line with Commission policy and to meet obligations in respect to statutory powers, suitability requirements and the responsibilities associated with field-based duties, including any travel.

Role specific requirements:

• Required to provide evidence of seasonal influenza and COVID-19 vaccinations.
• Ability to undertake local and interstate travel when required.

Desirable qualifications/experience:

• Legal, investigation, compliance or other regulatory field that aligns with the Australian Government Investigation Standards.
• Certificate IV in Investigations or an equivalent qualification.

• Be an Australian citizen. For more information, please visit www.apsc.gov.au/citizenship-aps
• Satisfy a National Coordinated Criminal History Check
• Satisfy a pre-existing medical condition declaration

The Aged Care Quality and Safety Commission is the national regulator of Australian Government-funded aged care services. We protect and enhance the safety, health, wellbeing, and quality of life of people receiving aged care. This includes managing complaints and feedback about the care older people receive. We help build confidence and trust in aged care, by promoting best practice and a culture of safety and quality in the sector. We register providers and hold them to account if they don’t meet expected standards of care. We work with providers, workers, older people, their families, and supporters to make sure they understand and uphold older people’s rights.