Complaints Resolution Officer (Part Time Contractor)

Location: Remote (Work from Home)
Employment Type: Independent Contractor (MUST have your own ABN)
Hours: Flexible, as required to manage the allocated complaints caseload
Rate: $60.00 per hour

 

About APPTA:

The Australasia Pacific Play Therapy Association (APPTA) is the peak professional association representing Play Therapists across Australia and the Asia Pacific region.

Since its establishment in 2007, APPTA has been committed to advancing the profession of play therapy through professional standards, advocacy, accreditation, education, and member support. As APPTA continues to grow, we are seeking an experienced, impartial and highly professional Complaints Resolution Officer to support the fair, timely and effective management and resolution of complaints.

 

About the Role:

The Complaints Resolution Officer is an independent contractor responsible for supporting the fair, impartial and effective management of complaints received by APPTA.

Working remotely and reporting to the APPTA Board of Directors, with administrative liaison through the APPTA Manager, the Complaints Resolution Officer assesses and manages complaints in accordance with APPTA's complaints policies, procedures and applicable requirements.

The role uses a range of complaint resolution approaches, including early resolution, facilitated resolution, conciliation and investigation. It requires the ability to manage sensitive and contentious matters professionally, assess risk, maintain appropriate confidentiality and procedural fairness, and provide evidence-based findings and recommendations to the Board where required.

The Complaints Resolution Officer also contributes to continuous improvement by identifying complaint trends, systemic issues and opportunities to strengthen APPTA's complaints processes, policies and organisational practices.

Key Responsibilities:

Complaint Assessment, Resolution & Investigation

• Receive, assess, triage and manage complaints in accordance with APPTA policies, procedures and applicable timeframes.

• Determine and implement the appropriate complaint resolution pathway, including early or facilitated resolution, conciliation, referral or investigation.

• Work impartially with complainants, respondents and relevant stakeholders to identify concerns, facilitate communication and explore appropriate resolution options.

• Conduct impartial investigations, including identifying relevant issues, obtaining and reviewing evidence, communicating with relevant parties and determining factual findings.

• Manage difficult or contentious matters professionally, respectfully and in accordance with procedural fairness.

• Manage an individual complaints caseload and keep relevant parties appropriately informed throughout the complaints process.

• Identify matters requiring escalation, external referral or specialist advice.

Risk, Confidentiality & Records Management

• Identify, assess and appropriately escalate risks arising from complaints, including risks to members, complainants, the public, APPTA or the profession.

• Maintain accurate, comprehensive and contemporaneous complaint records within APPTA's approved systems.

• Ensure complaint documentation, correspondence, evidence, findings and outcomes are appropriately recorded and securely managed.

• Maintain strict confidentiality and manage personal, sensitive and confidential information in accordance with APPTA policies, privacy requirements and governance obligations.

Reporting, Findings & Advice

• Prepare clear, comprehensive and evidence-based correspondence, reports, findings and recommendations.

• Provide complaint reports and updates to the APPTA Board as required and clearly articulate the basis for findings and recommendations.

• Provide independent and confidential advice to the APPTA Board regarding complaint resolution, investigations, risk and appropriate complaint-management responses.

• Identify and report complaint trends, recurring concerns, systemic issues and organisational risks.

Education, Policy & Continuous Improvement

• Support APPTA to strengthen its complaint-handling capability by providing information, guidance and, where required, training or resources to Board Directors, staff and relevant representatives.

• Contribute to the review and continuous improvement of APPTA's complaints framework, systems, policies, procedures and practices.

• Recommend improvements arising from complaint trends, systemic issues, identified risks and lessons from individual matters.

• Assist with the development or review of complaints, investigation and risk-related policies where requested.

• Promote a fair, accessible, impartial and responsive approach to complaint management across APPTA.

 

About You

You are an impartial and highly professional complaints practitioner who is comfortable managing sensitive, complex and potentially contentious matters.

You demonstrate sound judgement, strong analytical skills and the ability to assess information objectively while maintaining appropriate professional boundaries. You communicate clearly with people who may be distressed, frustrated or in conflict and can manage difficult conversations while remaining calm, respectful and focused on resolution.

You are comfortable working independently, managing competing priorities and maintaining a high degree of confidentiality and discretion.

Essential Skills & Experience

·         Demonstrated experience in complaint handling, dispute resolution, investigations, conciliation, mediation, regulatory matters or a comparable role.

·         Strong analytical, critical-thinking and problem-solving skills.

·         Demonstrated ability to assess and manage risk and escalate significant matters appropriately.

·         Ability to conduct impartial assessments and investigations and make evidence-based findings and recommendations.

·         Sound understanding of procedural fairness, confidentiality, impartiality and appropriate complaint-handling practices.

·         Excellent written communication skills, including the ability to prepare professional correspondence, investigation reports, findings and recommendations.

·         Strong verbal communication and interpersonal skills, including the ability to manage difficult or contentious conversations.

·         Ability to communicate effectively with complainants, respondents, Board Directors, members and external stakeholders.

·         Demonstrated ability to maintain professional independence, objectivity and appropriate boundaries.

·         Strong organisational and time-management skills with the ability to manage an individual caseload and competing priorities.

·         High level of accuracy and attention to detail in recordkeeping and documentation.

·         Ability to handle confidential, sensitive and personal information appropriately.

·         Ability to work independently in a remote environment while collaborating effectively with the APPTA Board and Manager.

Desirable

·         Experience working within a professional association, regulatory body, complaints authority, not-for-profit organisation, health service or allied health environment.

·         Formal qualifications or professional development in complaint handling, investigations, mediation, conciliation, dispute resolution, law, governance, psychology, social sciences or a related discipline.

·         Knowledge of professional conduct, ethics and complaints processes within health or allied health professions.

·         Understanding of relevant privacy, governance and risk-management principles.

·         Knowledge of play therapy or the broader mental health and allied health sector.

Why Join APPTA?

By joining APPTA, you'll become part of a passionate organisation dedicated to supporting the growth of Play Therapy throughout Australia and the Asia Pacific region.

We offer:

• Flexible remote working arrangements.

• A supportive and collaborative team environment.

• Meaningful work that contributes to the development of an important profession.

• Opportunities to contribute ideas and improve organisational systems.

• Ongoing learning and professional development opportunities.

How to Apply

If you're an experienced complaints professional with a commitment to fairness, impartiality and effective resolution, we'd love to hear from you.

Please submit:

• A current resume.

• A cover letter outlining your experience and suitability for the role.

• Any relevant supporting documentation.

Applications will be reviewed as they are received.

We thank all applicants for their interest; however, only shortlisted candidates will be contacted.