Compliance Officer, Case Management

About this role

APS Level 5

$89,135 - $96,829 + 15.4% superannuation

Adelaide – SA, Brisbane – QLD, Canberra – ACT, Darwin – NT, Hobart – TAS, Melbourne – VIC, Perth – WA and Sydney – NSW

About the Aged Care Quality and Safety Commission

The Aged Care Quality and Safety Commission is the national regulator of Australian Government-funded aged care services.

We protect and enhance the safety, health, wellbeing, and quality of life of people receiving aged care. This includes managing complaints and feedback about the care older people receive.

We help build confidence and trust in aged care, by promoting best practice and a culture of safety and quality in the sector. We register providers and hold them to account if they don’t meet expected standards of care.

We work with providers, workers, older people, their families, and supporters to make sure they understand and uphold older people’s rights.

About the Team

The Compliance Case Management section responds to non-compliance of providers with their obligations and conditions on registration under the Aged Care Act 2024. The section is responsible for encouraging and promoting compliance through engagement, education, negotiation and the use of regulatory tools, as part of monitoring activities.

The section takes regulatory action proportionate to risk and uses its powers based on the capability and willingness of providers to take action required. Where providers are unable to demonstrate ability or willingness to mitigate the identified risks in a sustained way, the section will closely case manage the provider, often working with other internal and external stakeholders.

Using data and intelligence, Compliance Case Management takes a proportionate risk-based response to identified non-compliance to incentivise sustained long term behavioural change amongst providers.

Compliance Officers monitor a provider’s compliance through a range of mechanisms, including information received from external and internal sources. This role will manage a complex case load effectively, and in a timely manner, within an environment of competing priorities and change.

The role requires ability to identify risk accurately using appropriate decision tools, and prepare comprehensive, well analysed, and evidence-based written recommendations for delegated decisions in accordance with relevant legislation, national policies and procedures. Discretion and judgement are required in dealing with numerous confidential and sensitive issues.

Position duties include, but are not limited to

Assist with managing cases under limited direction, ensuring risks to consumers are appropriately assessed and mitigated, and providers are held accountable for compliance with their aged care responsibilities.

Conduct detailed analysis of data and intelligence from multiple sources to undertake objective, evidence-based risk assessments in line with the Commission’s Regulatory Strategy and Risk Framework.

Engage with and influence internal specialists to seek advice (e.g. legal and/or clinical) with support from Senior Compliance Officer or Assistant Director, to ensure technically accurate and defensible decisions.

Prepare high-quality evidence-based recommendations and regulatory notices in line with legislation, addressing provider non-compliance with aged care responsibilities.

Manage and support the facilitation of provider meetings under limited direction, virtually or onsite, implementing structured engagement plans to assess compliance, gather information, provide regulatory guidance, set milestones and expectations.

Interpret, and apply applicable aged care legislation, with guidance and advice from leadership and the Senior Compliance Officer to support compliance activities.

Develop and maintain key relationships with external and internal stakeholders utilising negotiation and influencing skills.

Assist and contribute in preparing moderately complex to complex content for executive briefs or equivalent high-level reporting and documentation.

Contribute to the continuous improvement of processes, guidance, and technology within the team by identifying opportunities for enhancement.

Position Eligibility Requirements (Selection Criteria)

To be successful in this role you will need to demonstrate the following:

Sound understanding and application of specialist advice for aged care legislation, policy and regulatory frameworks including the ACQSC Regulatory Strategy, and the Aged Care Quality Standards.

Highly developed written communication skills, with demonstrated ability to prepare clear, structured and proportionate compliance recommendations.

Strong verbal communication and negotiation skills with demonstrated experience engaging with stakeholders.

Proven ability to manage competing priorities, ensuing timely and effective case management in alignment with performance indicators.

Strong analytical and problem-solving skills, with the ability to identify, assess, and mitigate regulatory risks.

Ability to exercise sound judgement and make informed decisions, identifying appropriate regulatory actions within established frameworks.

Demonstrated stakeholder management skills, including the ability to build and maintain productive relationships with internal and external stakeholders encouraging consultation and cooperation.

Proficiency in IT systems, with the capacity to effectively learn and utilise Microsoft 365 and other professional applications.

Resilience and adaptiveness to change, demonstrating initiative in identifying practical solutions to challenges.

Role specific requirements

Required to provide evidence of seasonal influenza and COVID-19 vaccinations.

Ability to undertake local and interstate travel when required.

Desirable qualifications/experience

Legal, investigation, compliance or other regulatory field that aligns with the Australian Government Investigations Standards.

Certificate IV in Investigations or an equivalent qualification.

Position Notes

Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit www.apsc.gov.au/citizenship-aps.

Future Non-ongoing opportunities may be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.

Merit Pool established through this selection process may be used to fill this or future ongoing or non-ongoing vacancies.

How to apply

Submit an online application through our Careers at the Commission webpage by Sunday 23 August 2026, 11:30PM AEST.

As part of your application, you will need to provide

Your resume (normally three pages maximum)

In your application provide a 600-word maximum pitch outlining why you are the right person for the role, what you can offer, and how your skills, knowledge, experience and qualifications are relevant to the role (key capabilities).

Follow our guidelines for candidate use of Artificial Intelligence (AI) throughout the recruitment process.

Please contact our recruitment team on (02) 9633 3262 or recruitment@agedcarequality.gov.au for assistance with accessing our website or with lodging your application.

Specific questions about the roles can be directed to Rob Ghali by emailing rob.ghali@agedcarequality.gov.au with Position title in the subject line.

Diversity and Inclusion

The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff.

The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan.

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