• Hybrid Melbourne office | Work from home
• Full-time
• Ongoing

About the Association & The Position:

The Australian Association of Social Workers (AASW) is a self-regulating membership body which sets the educational, practice and ethical standards of the social work profession. The AASW receives and responds to complaints about the practice of social work members via its Ethics Complaints Management Process (ECMP), which is informed by the AASW By-Laws on Ethics 2025 and the AASW Code of Ethics 2020. The ECMP strives to uphold the standards of social work practice for members and the community within the scope of a self- regulating, membership framework.

The Ethics Complaints Officer will prepare formal communication to stakeholders regarding complaint outcomes and actions, consistent with the AASW By-Laws on Ethics, Operational Guidelines, and Ethics Council decisions. The Ethics Complaints Officer will provide day-to-day secretariat support to the ECMP, drawing on their experience working in a complaint handling setting.

Key Responsibilities

Your key responsibilities will include [not limited to] the following:

• act as the key point of communication and liaison for the AASW Ethics Office including internal and
  external stakeholders,
• respond to general complaint enquiries via phone and email in a professional and timely manner,
• communicate effectively and apply appropriate strategies when working with individuals experiencing distress or displaying behaviours of concern,
• undertake preliminary assessment of complaint eligibility and prepare complaint handling files, documentation and data,
• provide secretarial support across all ECMP functions and to all core stakeholders
• provide administrative, procedural, and technical support should complaints proceed to Conciliation, Mediation, Hearing or Appeal, and
• undertake assigned project work as required

Please refer to the position description for the full list of duties and responsibilities.

Key Selection Criteria:

• A minimum of 2-3 years' experience in a complaint handling role, preferably within a regulatory, health or community services setting
• Relevant tertiary qualification, preferably in a health, welfare, data management or administrative area
• Excellent administrative skills and high proficiency in the use of information technology
• Demonstrated high-level communication skills including phone, email, and formal correspondence
• Ability to communicate and respond respectfully with people in distress or displaying behaviours of concern
• Ability to work autonomously with minimal supervision
• Ability to work well under pressure and to respond flexibly to changing circumstances
• Strong attention to detail and ability to identify, escalate and manage risk
• Demonstrated ability to effectively manage tasks and deliver to deadlines
• Ability to ensure privacy and confidentiality over information provided, as appropriate
• Demonstrated experience with continual quality improvement frameworks and implementation

How to Apply

The AASW is committed to equal opportunities in employment and embraces diversity and inclusion in its workforce.

We encourage applications from culturally and ethnically diverse communities, particularly those under-represented in the social work profession including the Aboriginal and Torres Strait Islander communities and people with a disability.

Please send your Curriculum Vitae and cover letter addressing the selection criteria to: [email protected] using the subject line: Ethics Complaints & Projects Officer enquiry via EthicalJobs.