Health and Disability Commissioner
Te Toihau Hauora Hauātanga
Position Description: Team Leader Complaints Assessment |
Kaihautū Rōpū (CAT)
DEPARTMENT:
Complaints Assessment Team
REPORTS TO:
Associate Commissioner Complaints Resolution|
Toihau Tuarua Whakatau Amuamu
Ko wai tātou | Who we are
Under the Health and Disability Commissioner Act 1994 (the Act), the Health and Disability
Commissioner (HDC) is required to promote and protect the rights of health and disability
services consumers and facilitate the fair and efficient resolution of complaints relating to
infringement of those rights.
Mō tēnei tūranga mahi | About this role
The Team Leader is accountable for the timely and quality delivery of Complaints Assessment
Team goals for their assigned team. This includes taking responsibility for achieving
organisational and team targets and managing and leading team performance.
The Team Leader provides leadership, coaching, and management to their assigned staff and
is responsible for identifying and supporting the individual training and development needs of
their team members.
The Team Leader will contribute to the operational leadership of the Complaints Assessment Team.
He aha tāu e mahi ana | What you’ll be doing
and/or the Privacy Act 2020
Leadership and management
• Providing effective leadership and management to your assigned team, ensuring that
agreed targets are met and that complaints are processed in a timely manner
•
Information released under the Official Information Act 1982
Managing and maintaining overall day-to-day complaints assessment activities and the
resources needed to ensure the effective and efficient function of your assigned team
• Resolving any issues or conflict and fostering a team environment, both within the
immediate team and the organisation as a whole
• Allocating work to team members
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Position Description: Team Leader Complaints Assessment
• Managing and undertaking HR functions such as recruitment, training, support, and
performance management in accordance with organisational policy
• Providing support and development to team members to enhance individual, team, and
organisational performance
Service management
• Ensuring that staff practice is in accordance with HDC complaints assessment quality
standards, procedures, and quality assurance processes
• Providing operational reporting on performance of the entire team to the Associate
Commissioner, Complaints Resolution
• Ensuring that relevant databases and other IT tools are being used appropriately and that
complaints and appropriate information is uploaded accurately and in a timely manner
• Monitoring the case management system and complaints assessment processes and
delivery and identifying areas for improvement
• Contributing to the development of HDC strategies, policies, and practices
• Ensuring that complaints resolution services are culturally appropriate to Māori and other
ethnically diverse groups
• Monitoring key stakeholder satisfaction
Complaint and quality management
• Ensuring quality control of processes, including compliance with privacy and official
information obligations
• Exercising statutory delegation in a sound and appropriate manner
• Using quality judgement to ensure that team members draft high quality, relevant, and
legally sound correspondence to stakeholders on complaint files
• When required, participating in or overseeing triage meetings and decisions alongside a
Deputy Commissioner and managing telephone and other enquiries
• Reviewing files (particularly when complex information is received) and drafting
recommendations to decision-makers to identify the issues and provide suggestions as to
how the complaint should be handled by this Office
• Undertaking research to assist with decision-making using appropriate tools
•
and/or the Privacy Act 2020
Analysing information provided, identifying any gaps, and requesting further data in order
to progress the complaint
• Obtaining preliminary expert advice on Complaints Assessment files
• Ensuring regular contact and communication with internal staff and other external
Information released under the Official Information Act 1982
stakeholders
• Reviewing letters and documents, ensuring high quality, relevant, and sound information
and correspondence
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Position Description: Team Leader Complaints Assessment
• Managing incoming correspondence regarding complaints or enquiries efficiently and
effectively and identifying any high-risk matters
Relationship management and education
• Establishing and maintaining excellent relations and networks with key external
stakeholders, including Advocacy services, registration authorities, District Inspectors,
Coroners, the Ministry of Health, ACC, and expert advisors
• Undertaking relevant education and promotional presentations as required to promote
the Health and Disability Commissioner Act 1994 and the Code of Health and Disability
Services Consumers’ Rights
Other tasks
• Undertaking project work and managing projects as required by the Associate
Commissioner
• Assisting with the expert advisors database as required
• Complying with the HDC’s information management strategy and policy
• Performing other tasks and duties as required by the Associate Commissioner
Ngā rōpū whaihua | Who you’ll work with
All HDC employees have a responsibility for managing relationships in some or all the key
sectors with which we work. In this role, the key relationships to be developed are as follows:
Reports to:
Associate Commissioner, Complaints Resolution
Responsible for:
Senior Complaints Assessors, Complaints Assessors/Helpline
Assessors, Complaints Administrators and part-time Complaints
Assessor Assistants (as assigned)
Internal HDC relationships: All staff within HDC
Communities and the
Consumers, Health and Disability sector providers, DHBs, advocates,
public:
vendors, Coroners, District Inspectors, ACC, expert advisors, the
Ministry of Health, registration authorities, etc
and/or the Privacy Act 2020
Ko ngā mea ka hiahiatia e koe kia angitū te haere | What you’ll need to be
successful
To be successful in this role, you’ll need:
Information released under the Official Information Act 1982
• Experience and success in team management, including training and development and
performance management
• Sound leadership and management skills to motivate a growing team that processes a
high volume of work within tight deadlines
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Position Description: Team Leader Complaints Assessment
• Excellent written and oral communication skills — with a recognised ability to
communicate with people from a wide cross-section of the community
• Highly developed relationship management skills and a demonstrated focus on quality
and service improvement
• An analytical and enquiring mind with the ability to express complex ideas in a logical way
• Experience in a service delivery environment involving high volumes of work within a
statutory framework
• Experience in business planning, budget management, and management reporting
• Proven ability to work under pressure and meet deadlines
• Initiative and the ability to problem-solve and make pragmatic decisions
• Demonstrated ability in using IT, including databases and Microsoft packages
• Ability to apply legal precedents, follow legal advice, and understand and incorporate
legal concepts and advice into correspondence
• In-depth understanding of relevant legislation, policies, and procedures, with a well-
rounded knowledge of the New Zealand health and disability sector
• An understanding of the principles of Te Tiriti o Waitangi and the aims and aspirations of
Māori
• A relevant tertiary qualification
• An awareness of the systemic barriers disabled people experience in the health and
disability system
• Sensitivity to issues related to equity, people with disabilities, and cultural and social
needs
Te aronga o te ratonga tūmatanui | Public service purpose
Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei,
ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga
i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga
manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina
ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou
mahi.
and/or the Privacy Act 2020
In the public service we work collectively to make a meaningful difference for New Zealanders
now and in the future. We have an important role in supporting the Crown in its relationships
with Māori under the Treaty of Waitangi. We support democratic government. We are unified
by a spirit of service to our communities and guided by the core principles and values of the
public service in our work.
Information released under the Official Information Act 1982
The Health and Disability Commissioner welcomes and supports people of all gender
identities, ages, ethnicities, sexual orientations, disabilities, and religions.
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.
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