Advisor Issues Resolution

Use your investigative, stakeholder engagement and conflict resolution skills to make a real difference in the lives of the disabled people supported by DSS
- Work across our quality assurance programme and mechanisms to support continuous improvement and accountability
- Join a team that values diversity and lived experience of disability

Play a key role in ensuring that disabled people who receive disability support services experience quality supports that enable them to live a good life.

This is your opportunity to work within a high functioning, fast paced, and supportive team to resolve quality concerns, issues and complaints before they escalate into more serious quality issues.

**About our team | Mo te tima**:

- The Disability Support Services (DSS) Group is responsible for commissioning, funding, and stewarding high-quality services that support disabled people, their families, and whanau.
- We're building leadership and management capacity across our teams to deliver both change and business-as-usual effectively, with a strong focus on quality assurance and service improvement.
- We work closely with providers, stakeholders, and communities to ensure services are fair, consistent, transparent and sustainable. With a strong focus on performance monitoring, data, and insights, we're committed to continuous improvement and evidence-based decision-making.
- It's an exciting time to join DSS as we strengthen our systems and expand our capabilities.
- We're looking for passionate people to help us achieve our goals and make a meaningful impact.

**About the role | Mo te tunga**:

- As an Advisor Issues Resolution, you'll support the resolution of quality issues, feedback and complaints received about disability support services funded by DSS. You will work with both internal staff and external stakeholders and listen to the voices of disabled people and their whanau to understand situations, identify solutions and improve outcomes for disabled people.
- You'll assist with investigations, track progress through regular recording of updates, and contribute ideas towards process improvement. Your focus will be on early resolution of concerns, preventing escalation into more serious quality issues, while building a culture of accountability and continuous improvement.

**Key responsibilities include**:

- Provide timely, high-quality advice and analysis to support our quality assurance and improvement activities
- Support the work of the Quality Assurance team, with a particular focus on early resolution of complaints, provider reports of critical incidents including deaths of disabled people receiving DSS funded disability support services, and assistance in the audit and evaluation activities.
- Analyse data, evidence and trends to identify recurring issues and areas for quality improvement
- Provide high-quality, balanced analysis and considered advice on how to approach, navigate and resolve issues, presented in clear formats to a high standard.
- Ensure clear and effective communication is maintained with disabled people and their whanau, providers, and staff both within DSS, and across MSD
- Maintain accurate records of issues, investigations, and resolutions
- Embed the Enabling Good Lives Principles, Nga Paerewa standards, Te Tiriti o Waitangi, and the UNCRPD into all aspects of your work.
- Support the Quality Assurance team to deliver internal reporting to senior leadership and Ministers, draft responses to requests for information under the Official Information Act, and the Privacy Act.- Please contact us if there is any support that we can provide to ensure the recruitment process is accessible to you.

**What you bring | Ou pumanawatanga**:

- Sound knowledge of the disability sector and support services, with understanding of person-directed support and rights-based approaches
- Proven experience in conflict resolution and early intervention, including de-escalating concerns and facilitating respectful, culturally responsive solutions is preferred but not essential
- Strong stakeholder engagement and relationship building skills with people from diverse backgrounds, adopting approaches that can be applied across service providers, advocates, disabled people and their whanau
- Analytical thinker, analysing trends and themes to identify risks, and inform continuous improvement
- Understanding of Te Tiriti o Waitangi and commitment to embrace diversity, equity, and cultural safety across quality systems
- Well-developed planning and organisational skills to manage competing deadlines
- Problem solving and analytical skills to identify cause and effect
- Ability to develop trust, handle confidential information sensitively, to identify and escalate risks and issues appropriately

**Position Description | He Whakaahuatanga Tunga**:

- A copy of the position description can be found here. Advisor Issues Resolution position description.
- **Salary | Utu-a-tau: $79,200.00 - $95,873.00**
- **Applic