Download POSITION DESCRIPTION POSITION: Complaints Assessor

POSITION DESCRIPTION
POSITION:
Complaints Assessor
LOCATION:
Auckland
REPORTS TO:
Complaints Assessment Manager
CONTRACT TYPE:
A full-time permanent position on an individual agreement
Job Purpose
To assist the Commissioner to promote and protect the rights of consumers and
improve the quality of health and disability services, by receiving and progressing
complaints in accordance with the legally available options, and within defined
timeframes.
Function
This is a frontline position. Complaints assessors handle most complaint files. Their
task is to acknowledge and record complaints, gather and assess information, identify
issues, and recommend appropriate action. They engage with key stakeholders and
members of the public to provide information and foster understanding of the
Commissioner’s role. A significant part of the job involves drafting sound, highquality correspondence.
Key Responsibilities
 Manage a caseload of complaint files, including associated maintenance of the
database and hard-copy files.
 Draft sound, legally correct correspondence — requesting information, advising of
options, updating parties, and conveying decisions.
 Report and, where appropriate, make recommendations on complaint files to the
Complaints Assessment Manager.
 Maintain contact with complainants and providers, providing regular updates,
aiming to ensure complaints are resolved in a timely manner.
 Assist to accurately summarise new complaints as directed by a Senior
Complaints Assessor or the Complaints Assessment Manager.
 Attend complaint assessment meetings when required to present new complaints
and assist in the decision making process.
 Assist Complaints Helpline Assessors to provide information to callers on the
Commissioner’s 0800 helpline when requested.
 Meet with members of the public who visit the office with complaints and
enquiries, recording all details accurately.
 Contribute to the achievement of team objectives.
 Undertake other duties as required by the Complaints Assessment Manager.
Complaints Assessor, August 2013
Key Relationships
All HDC employees have a responsibility for managing relationships in some or all of
the key sectors we work with. In this role, the key relationships to be developed are
as follows:
Reports to:
Responsible for:
Internal
HDC
relationships:
Communities and
the public:
Complaints Assessment Manager
n/a
All staff within HDC
Consumers, Health and Disability sector providers, DHBs,
advocates, mediators and experts.
Skill Requirements, Experience and Personal Attributes
 Excellent writing skills — with a recognised ability to communicate with people
from a wide cross-section of the community, as well as with HDC staff of all
levels.
 Calm and professional approach with a sensitive manner.
 Proven ability to identify and solve problems, in consultation with colleagues.
 Proven ability to explain decisions clearly and rationally.
 Ability to manage a caseload and daily tasks in an organised and professional
manner.
 Team player — empathetic and supportive of colleagues.
 Demonstrated ability to use information technology, including databases and word
processing packages.
 Enthusiasm for, and genuine interest in, the health and disability sector, with a
strong awareness of topical issues and trends.
 Awareness of issues related to the Treaty of Waitangi and the aims and aspirations
of Māori.
 A relevant tertiary qualification is preferable.
Note:
This position description, both in terms of actual responsibilities and focus, is subject to
change over time, as the role and the organisation develop.
Complaints Assessor, August 2013