Disputes / Complaints Assessments Sydney

About Company
Job Info
Job Status: Expired
No of Vacancies: 1
Date Posted: 22/03/2019
Expiry Date: March 31, 2019
Job Type: Temporary
Job Level: Any
Years of Experience:
Salary Info
Salary Type: Negotiable
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Disputes/Complaints Assessments Officer

Sydney CBD

icare is seeking a Disputes/Complaints Assessment Officer to provide prompt resolutions for disputes and complaints for scheme participants and service providers.

  • Utilise your skills in managing disputes and complaints resolution
  • 9-month maternity cover contract
  • From $94,782 + superannuation

We’re looking for someone to investigate, manage and resolve disputes and complaints in the Lifetime Care and Support Scheme. Engaging with participants, their families and service providers, you’ll find solutions to escalated complaints and support staff to resolve issues at the frontline. You’ll also be involved in organising external dispute assessments and negotiating informal solutions within the legislative framework of the dispute resolution framework to ensure any disputes which occur are promptly resolved.

You’ll be working with a diverse mix of high performing, engaging and inquisitive people who really care about making a difference for people and the NSW community. You will have a mind for getting things done and a heart for people and you will set the bar high through the quality of the work you do and the people-oriented decisions you make.

From a health and disability background, mediation or advocacy agency, insurance claims environment or Scheme provider, you will have experience or at least exposure to managing disputes and complaints within legislative or policy framework. A natural problem solver, you’re clear, decisive and resilient.  You’ll bring your experience in handling conflict management, whilst maintaining strong relationships and being non-judgemental.  You have exposure to working in a complex, often highly intensive environment, with the ability to show genuine empathy when negotiating outcomes in sensitive situations.

It’s an exciting environment where no two days are the same. But on a typical day you might find yourself:

  • investigating and resolving complaints from participants, service providers, stakeholders and the general public in relation to the Scheme
  • supporting, coaching and training Lifetime Care staff to resolve frontline complaints
  • managing the process for resolving disputes about eligibility to the Scheme in accordance with legislation and guidelines.
  • managing the process for resolving disputes about participants’ treatment and care needs in accordance with legislation and guidelines, assessing each dispute for resolution as quickly and informally as possible, referring disputes to an external assessor as required.
  • assisting external dispute assessors by providing advice and information about the applicable legislation, guidelines and procedures.
  • Contributing to monitoring of trends in assessments, disputes and complaints to provide input into the overall management of the Lifetime Care and Support Scheme

We’re a new kind of organisation, one that’s as supportive and socially conscious as it is agile and explorative. Our DNA of commercial mind and social heart captures who we are at our core.

If you think you’re the right person for this role, send us your resume (up to 5 pages). Don’t delay as we’re assessing applications as they are received. We’d love to hear how your capabilities, achievements and experience set you apart.

We know our strength comes from the diversity of our people and so we want people with different experiences and backgrounds to apply. We recognise the importance of balance and flexibility and understand that it’s not a one size fits all approach, so we’d be happy to talk about and consider your specific needs.

If there are any accessibility adjustments you need to help you be able to apply for this role, or if you require any further information about the role, please contact Kerry Goode on (02) 9216 3060 for a chat.

Please note that you must be an Australian citizen or a permanent resident of Australia or a New Zealand citizen with a current New Zealand passport to apply for this role.

  • icare is the brand of Insurance & Care NSW
  • For more information about icare visit our website
  • icare operates a direct sourcing model so no agency introductions will be accepted


Family Dispute Resolution Practitioner

About Company
Relationships Australia
Penrith, Sydney, NSW
Job Info
Job Status: Expired
No of Vacancies: 1
Date Posted: 24/08/2018
Expiry Date: September 02, 2018
Job Type: Full Time
Job Level: Top level
Years of Experience: They want you to prove you can do the job
Salary Info
Salary Type: Fixed
Salary: $Base salary between $67,974 and $77,080
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  • A fantastic opportunity to join the existing team of Family Dispute Resolution Practitioners
  • Full time work opportunity
  • Based in Penrith Centre
  • Salary packaging available

Relationships Australia NSW (RANSW) believes everyone is entitled to positive, supportive and healthy relationships. Our work is centred on building strong family relationships and community connections. As a leading independent non-profit organisation, we focus on those in greatest need, and we conduct our work with respect for difference and social inclusiveness.

We are currently looking for an experienced Family Dispute Resolution Practitioner to join our Family Relationship Centre based in Penrith Centre. The Family Dispute Resolution Practitioners provide a range of interventions to families that are experiencing conflict and are unable to reach agreement regarding arrangements in relation to children.

This position requires the practitioner to be registered on the Australian Government Attorney General's Department Register of Family Dispute Resolution Practitioners under the Family Law Act 1975 (see Family Dispute Resolution Practitioners Regulations 2008).

About the role

Some of the responsibilities of the successful applicant will include:

  • Maintaining Family Dispute Resolution service to clients from referral to closure as appropriate, including all clinical and administrative tasks of cases.
  • Providing a range of interventions to families who are experiencing conflict post-separation and are unable to reach agreement regarding parenting arrangements for their children.
  • Provide information to clients and potential clients about other options upon separation, including information about counselling and legal processes. Refer clients to other services (internal and external) as required.

About the successful candidate

This is a full time position working 5 days per week based in Penrith Centre. The successful candidate will have:

  • Registered on the Australian Government Attorney General's Department Register of Family Dispute Resolution Practitioners under the Family Law Act 1975;
  • A tertiary background in law, social sciences, social work or mediation/dispute resolution
  • Demonstrated high level of skills in family dispute resolution including assessments and mediation intervention;
  • Demonstrated ability to work in a child focused approach;
  • Knowledge of issues facing separating families;
  • High level written and oral communication skills;
  • Ability to work as an effective team member;
  • Proficiency at using data management systems, Microsoft Office packages, and video conferencing.

Previous experience in property mediation and workplace mediation is desirable.

How to Apply

Candidates MUST apply online and answer the role selection criteria's. For more information about the role and details on how to apply, visit the link below:


RANSW is an Equal Opportunity Employer. Aboriginal Australians are encouraged to apply. Through our Reconciliation Action Plan (RAP), we aim to drive greater equality by practical actions to increase employment opportunities, and build strong and respectful relationships between Aboriginal and non-Aboriginal Australians. RANSW's RAP can be found at: http://www.relationshipsnsw.org.au/about-us/stretchreconciliation-action-plan/

RANSW recognises the importance of a healthy work-life balance. We work hard to promote a supportive work environment and we have a strong focus on professional development. We offer a range of benefits including salary packaging that provides significant tax-free benefits.



FDR Supervisor Wanted

About Company
Not disclosed
Job Info
Job Status: Expired
No of Vacancies: 1
Date Posted: 03/08/2018
Expiry Date: August 31, 2018
Job Type: Internship
Job Level: Entry level
Years of Experience: Supervisor should have sufficent experience to provide value to the person being supervised
Salary Info
Salary Type: Negotiable
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A current student of another training provider is looking for a FDR Practitioner to be a supervisor to complete her work placement. She requires this in order to complete her course with a college offering an equivalent course to the CHC81115 - Graduate Diploma of Family Dispute Resolution and before she is eligible to apply to become a Family Dispute Resolution Practitioner.

Under the rules of her training provider she needs 20 hours of supervised work placement with a FDR Practitioner but they do not provide any assistance to meet this requirement.

She is a family lawyer based in Southern Sydney and working in Bankstown. She says she's willing to travel to a regional area or interstate if necessary to get her supervised work placement hours.


You must be an accredited FDR Practitioner to provide this supervision.

You would be expected to provide the opportunity for the person to shadow you doing client work and sign off documentation with the college prior to the work placement being approved and following the 20 hours sign off on the students summary of their workplace experiences.


The person seeking supervision understands that you may expect a fee to help compensate you for your time as a supervisor. It is up to you and her to negotiate a suitable arrangement.


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