Health and Disability Commissioner
Te Toihau Hauora Hauātanga
Position Description:
POSITION:
Manager – Complex Resolution and Investigations
DEPARTMENT:
Operations
REPORTS TO:
Deputy Commissioner (Operations)
DIRECT REPORTS:
Team leaders – Investigations
Project Leader – Investigations
Ko wai tātou | Who we are
Under the Health and Disability Commissioner Act 1994, the Commissioner is required to
promote and protect health and disability services consumers’ rights and facilitate the fair,
simple, speedy and efficient resolution of complaints relating to infringement of those rights.
Mō tēnei tūranga mahi | About this role
The primary role of the Manager - Complex Resolution and Investigations
is to
• Provide effective operational leadership of the
complex resolution and investigations
function.
• This includes innovative and effective leadership, management, and development of a
Complex Resolution and Investigations team that contributes to:
and/or the Privacy Act 2020
o achievement of organisational targets, goals and priorities
o high-quality, timely and people/whānau-centred services
o fair, simple, speedy, and efficient resolution of complaints
o Identifying and effectively managing risk
Information released under the Official Information Act 1982
He aha tāu e mahi ana | What you’ll be doing
•
Complex resolution and investigations team leadership and management
Ensures that the team contributes to organisational goals, priorities, and outcomes.
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Position Description:
Undertakes planning, budgeting, and management activities required for the team to
function effectively.
Builds and maintains a capable and proactive team.
Builds an environment of professional trust, encouraging individuals to take
ownership of their commitments and the quality of their work.
•
Management and professional development of Team Leaders
Undertakes team leader recruitment and ensures a balanced mix of skills and
experience that meet organisational needs.
Develops, mentors and actively manages team leaders, creating professional
opportunities for growth and development.
Provides clear, timely and adequate direction to team leaders.
Supports and empowers team leaders to lead their teams well.
Monitors and manages team leader wellbeing.
•
Productivity and Performance
Drives and actively monitors productivity and high-quality performance across the
team
Ensures team processes, practice and deliverables are in accordance with HDC
complaints resolution quality standards, procedures, and quality assurance
processes.
Builds team capability to achieve high performance and implements clear
accountability mechanisms to support and manage performance
Demonstrates ownership and accountability for team performance
•
Workload management and prioritisation
Proactively oversees team workflow to ensure a steady pipeline of files and avoid
significant workload fluctuations.
Initiates and oversees implementation of efficient and effective processes and
methods that streamline the complaints process.
•
Risk management
Pre-emptively identifies and manages risks
Proactively identifies problems and applies critical thinking to solve them
Demonstrates innovative thinking and the ability to flexibly respond to changing
workflow needs
and/or the Privacy Act 2020
•
Department culture
Fosters a culturally safe and inclusive team environment.
Empowers their team
Encourages team staff to think about issues from the customer perspective and adopt
people and whānau-centred approaches to their work.
Information released under the Official Information Act 1982
Encourages team staff to think about issues from a systems perspective, considering
how their advice can make a tangible systems impact.
•
Cross organisation collaboration
Fosters and actively supports a one organisation culture
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Position Description:
Contributes positively and proactively to organisational processes, projects,
decisions, and policy development.
Fosters professional trust, transparency, and collaboration between teams
Ensures team staff work proactively with other teams to deliver timely and people
and whānau centred complaint processes and outcomes.
•
External relationships and education
Supports HDC external relationships
Contributes to wider sector education and upskilling
Other reasonable duties as required.
Ngā rōpū whaihua | Who you’ll work with
All HDC employees have a responsibility for managing relationships in some or all of the key
sectors we work with. In this role, the key relationships to be developed are as follows:
Reports to:
Deputy Commissioner (Operations)
Responsible for:
Complex Resolution and Investigations
Team
Internal HDC
All staff within HDC
relationships: External relationship - Consumers, Health and Disability sector providers; DHBs,
Communities and the advocates, vendors, Coroners, District Inspectors, ACC,
public:
expert advisors, Ministry of Health, registration authorities
etc.
Ko ngā mea ka hiahiatia e koe kia angitū te haere | What you’ll need to be
successful
• Experience and success in team leadership and team management, including risk
management, learning 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
• Experience and success with the implementation of innovative, efficient and effective
processes and methods to streamline workflows.
• Excellent written and oral communication skills – with a recognised ability to
and/or the Privacy Act 2020
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
• Analytical and enquiring mind with ability to express complex ideas in a logical way
• Experience in a service delivery environment involving high volumes of work within a
Information released under the Official Information Act 1982
statutory framework
• Experience in business planning, budget management and management reporting
• Proven ability to work under pressure and meet deadlines
• Displays initiative, problem-solves and makes pragmatic decisions
• Demonstrated ability in using IT, including databases and Microsoft packages
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Position Description:
• 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
• A good understanding Te Tiriti o Waitangi and HDC’s commitment and obligations arising
from Te Tiriti
• Ability to demonstrate awareness of and respect for the diversity of all people and
whanau; and to engage inclusively with an understanding of the systemic barriers that
people may face in the health and disability system
• A relevant tertiary qualification
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.
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.
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. and/or the Privacy Act 2020
Information released under the Official Information Act 1982
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