Team Leader, Complaints & Notifications

• Full time
• Hybrid office and work from home
• Initial term 12 months

The Position:

This positionoversees thetimely effective and efficient processing of professional standards misconduct complaints and declarations related to the social work Team Leaderis responsible forday-to-day staff management and leadership guiding and developing staff to ensure continual growth and job positionis responsible forday-to-day management of the program in consultation with the Manager Professional Standards and Regulations including a focus on continual quality improvementoutcomes.

The Team Leaderis responsible forthe management of complaints received through the Ethics Complaint Management Process and declarations received through the Declaration Assessment Process. The Team Leader willparticipatein and present to Ethics Council meetings asrequired. The Team Leader is also responsible for management of the social work professional standards and ethics consultations service as well as the legal referrals to AASWs partner legal firms.

About the Association:

The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia with more than 17000 members. The AASW sets the benchmarks for professional education and practice in social work and has a strong voice on matters of social justice human rights and issues thatimpactupon the quality of life of all Australians.

Your key responsibilities:

Team Leadership & Management

• Lead support and develop the team with direct accountability for morale engagement and performance.
• Set clear direction provide training andmaintainhigh work quality through oversight and feedback.
• Promote a culture of learning collaboration and alignment with organisational goals.

Program & Operational Management

• Manage workflows systems guidelines and quality control processes.
• Ensure work is delivered within budget and meets customer service standards and KPIs.

Complaints & Declarations Management

• Assess complaints ethical breaches and fitness-to-practice declarations todeterminevalidity and severity.
• Manage end-to-end case processes ensuring fairness due process and compliance with AASW By-Laws and governance requirements.
• Coordinate with stakeholders (e.g. complainants panels Ethics Council) andmaintainproper records in line with privacy laws.
• Oversee integrity and proper conduct of misconduct and declarations processes.

Ethics Consultations

• Oversee delivery and case management of ethics consultations for members.
• Support relevant stakeholders and ensure proper documentation and compliance.
• Contribute to development of ethical guidelines andmaintainintegrity of the consultation service.

Policy Procedures & Quality Improvement

• Contribute to ongoing review and improvement of policies processes and governance frameworks.
• Collaborate across teams to ensure systems are efficient effective and properly audited.
• Develop andmaintainstandards guidelines and customer service frameworks for complaints and misconduct functions.

Key selection criteria:

• Relevant tertiary qualifications in Social Work Law Quality and Risk or Professional Complaints and Misconduct management.
• Knowledge and experience in complaint and misconduct management and the use of alternative dispute resolution and mediation strategies.
• Sound understanding of the principles of natural justice administrative law and or good governance.
• Demonstrated experience in professional standards and how the standards work tomaintainthe respect and integrity of a profession.
• Demonstrated understanding of the compliance role in a self-regulating profession.
• Demonstrated high-level communication skills including verbal written and report-writing skills.
• Ability to work well under pressure and to respond flexibly to changing circumstances.
• Excellent time management skills.
• Demonstrated experience with continual quality improvement frameworks and their implementation e.g. internal auditing processes.
• Demonstrated ability to effectively manage several projects and deliver to deadlines.
• Ability to ensure privacy and confidentiality over information provided asappropriate.
• Proficiencyin the use of information technology including CRM systems.
• Team management and leadership skills and organisationalplanning skillsandinterpersonal skills.
• High levelanalytical and research skillswith the ability to work autonomously with minimal supervision.

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 thoseunderrepresented in the social work profession including the Aboriginal and Torres Strait Islander communities and people with a disability.

To be considered for this role your application must include your résumé and a cover letter addressing the key selection criteria listed above.

Applications close29th of April 2026however we reserve the right to end the closing date direct any queries to: