Vacancy reference VCID: 657538

This is a Recruitment Pool for Permanent Full Time, Permanent Part Time, Fixed Term Full Time, Fixed Term Part Time and Casual appointments with the possibility of extension(s) and/or permanency.

Your new role

Are you passionate about making a difference? Do you want to be part of an agency that is dedicated to helping consumers resolve their grievances and ensure that health services are safe and ethical?

Case Officers are responsible for providing a dispute resolution service to the public. As a Case Officer, you will manage a caseload of complaints, working with consumers and service providers to try and reach a resolution. Each complaint is different; some are straightforward, such as a request for a refund for a service that was not provided, while others can be more complex and will involve several issues that need to be addressed.

You will work in a small but supportive team that values diversity and different perspectives. You will have a mentor who will help you learn on the job, and access to training so that you succeed in the role. Our agency commits to a healthy work life balance and provides opportunities for flexible working hours and flexible working arrangements.

To be successful in this role, you will need to be a problem solver, be organised, and enjoy working with different types of people.

Applicants for the Case Officer role will ideally have some experience managing complaints or mediating disputes. It is beneficial to have a background in health or an understanding of health services. Most important is a keen interest in problem solving and a willingness to learn.

If you are a health professional and are looking for a change of scenery, we would encourage you to apply. Most important however, is a keen interest in problem solving and a willingness to learn.

If you would like to know more about the role, please don’t hesitate to reach out to the contact person below for a chat.

About HaDSCO

We are an independent Statutory Authority providing complaint resolution services in the health, mental health and disability sectors in Western Australia and the Indian Ocean Territories. Our service covers the private, public and not-for-profit sectors and prison health services. To find out more about us, please visit our website at www.hadsco.wa.gov.au.

We are a dynamic organisation, with a focus on customer service and achieving positive outcomes from the complaint resolution process. We also have a commitment to providing an impartial, high-quality service, and we are always looking for ways to do things better.

The Office recognises, values and embraces the diversity of the Western Australian and Indian Ocean Territories communities, including differences in culture, ethnicity, religious beliefs, sexuality, gender identity, age, abilities and life experiences. The Office is committed to providing an inclusive and respectful workplace for all staff and encourages applicants from a diverse range of backgrounds to apply for the role.

Accessibility: If you have any communication or access needs that require adjustment to allow you to participate in this recruitment process, please contact Business Services on (08) 6551 7600 or by email at [email protected]

Want to know more?

Your future manager Glodia Figredo, A/Manager Complaint Resolution is more than happy to chat with you on 08 6551 7615 or [email protected]. You can also talk with her about reasonable requests for things we can do to support you to participate fully in this recruitment.

How to apply

You’ve heard from us, now we’d like to hear from you.

Submit your application online by clicking the ‘Apply for Job’ button at the bottom of this page. You will need to provide:

• A comprehensive CV that clearly shows your experience relevant to this role.
• A statement no more than 2 pages addressing the position essential criteria.

Please allow plenty of time to submit your application, as late, emailed and mailed and proforma applications will not be accepted.

To be successful with your application, you will be required to:

• Provide evidence of your Australian citizenship or permanent residency (to be considered for permanent positions in the WA public sector).
• Undertake a criminal record screening, as part of the appointment process. We may ask referees to comment on your integrity and past demonstration of ethical behaviour.

Suitable applicants will be placed in a pool from which appointments may be made when similar vacancies occur. Appointments may be made from this pool until 27/09/2025.

Submitting your application

Your application must be submitted online via the Jobs WA website by 16 March 2025 4:00 PM. You must have a current, valid email address to apply online and this email address will be used to communicate with you.

If you experience difficulties while applying online, please contact Employee Services on 13 44 77 (select option 2 from the menu options) for immediate assistance during business hours.

As the submission is system generated, any submissions on, or after, 4:00pm cannot be accepted.