Team Leader, Ethics & Complaints

Australian Association of Social Workers (AASW); Melbourne; On-site; AUD 180,000 - 220,000; Full time

Job summary

A leading professional association for social workers in Melbourne is seeking a skilled Team Leader to manage the Ethics Complaints and Notifications team. This role involves overseeing ethical consultations and misconduct complaints. Applicants should have relevant qualifications and strong leadership, communication, and organizational skills. The position offers a salary range of A$180,000.00-A$220,000.00, promoting values of diversity and inclusion within the workforce.

Qualifications

• Proven experience in complaint and misconduct management.
• Understanding of natural justice and administrative law.
• High-level communication skills, both verbal and written.

Responsibilities

• Provide management and leadership support to the team.
• Manage workflow systems for effective processing of complaints.
• Conduct preliminary assessments of breaches of the AASW Code of Ethics.

Skills

Leadership skills

Communication skills

Analytical skills

Organizational skills

Interpersonal skills

Education

Relevant tertiary qualifications in Social Work, Law, Quality and Risk

Tools

CRM systems

Job description

1 day ago Be among the first 25 applicants

A great opportunity is now available for an experienced team leader to join and lead our Ethics Complaints and Notifications team.

The position

In this position you will oversee the effective, and efficient processing of professional standards and ethical consultations, misconduct complaints received through the Ethics Complaint Management Process (ECMP) and member declarations received through the Declaration Assessment Process (DAP).

You will bring a commitment to quality and continuous improvement, energy and enthusiasm as well as key leadership skills for the day-to-day team guidance and development.

About the Association

The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia, with more than 17,000 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 that impact upon the quality of life of all Australians.

What our team thinks

We are proud to share highlights from our recent staff culture survey. Responding with ‘strongly agree’ or ‘agree’, our team reports:

• 94% - find professional meaning in their work
• 88% - are proud to work with us
• 90% - would recommend the AASW as a good place to work

Key responsibilities

• Provide direct management and leadership support to the team.
• Directly accountable for the morale and engagement of direct reports and their professional development.
• Manage workflow systems and processes.
• Manage all guidelines and manuals in relation to the program.
• Maintain necessary records.
• Receive and undertake preliminary assessments of alleged breaches of the AASW Code of Ethics, Practice Standards against criteria and determine jurisdiction.
• Receive and undertake preliminary assessments of criminal or fitness to practice declarations received from AASW members or applicants and determine threshold of severity.
• Manage internal complaint, declarations, dispute resolution and mediation processes to achieve fairness, due process, natural justice and timely resolution of matters pertaining to members and associated parties.
• Liaising with and providing secretariat support to the relevant parties (such as Complainants and Respondents; Ethics Council, Complaints Officer, Case Reviewer, Ethics Officer, Conciliators, Mediators, Hearing Panels, or other formally constituted panels.
• Provide guidance to Ethics Professional Standards Officer to deliver Ethics Consultation to members seeking advice.
• Case-management of Ethics Consultations in line with AASW Code of Ethics and Practice Standards.
• Review and continuously improve systems.
• Report preparation as required.

Refer to the position description for a full list of responsibilities.

• 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 to maintain the 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.
• Works well under pressure and responds flexibly to changing circumstances.
• 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.
• Proficiency in the use of information technology including CRM systems.
• Team management and leadership skills and experience.
• Excellent organisational and planning skills.
• Excellent interpersonal skills.
• High level analytical and research skills.

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 underrepresented 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 close 12th of August 2025 however, we reserve the right to end the closing date early.

Please direct any queries to: [e-mail]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Civic and Social Organizations

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