Nurse/Midwife Clinical Coordinator - Complaints Officer

Job Description
Agency Department of Health Work unit Population and Primary Health Care

Job title Nurse/Midwife Clinical Coordinator - Complaints Officer Designation Nurse Level 5 RDO

Job type Full time Duration Fixed for 6 months

Salary $136,235 - $143,391 Location Darwin

Position number 70261359 RTF 347446 Closing 20/05/2026

Contact officer Damien Milne on 08 8928 7483 or damien.milne@nt.gov.au

About the agency http://www.health.nt.gov.au/

Apply online https://jobs.nt.gov.au/Home/JobDetails?rtfId=347446
APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR TERTIARY
QUALIFICATIONS.
Information for applicants – Inclusion and diversity and Special Measures recruitment plans
The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates people with disability
by making reasonable workplace adjustments. If you require an adjustment for the recruitment process or job, please discuss this with the contact
officer. For more information about applying for this position and the merit process, go to the OCPE website.
Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures plans, go to the OCPE
website.

Primary objective
Provide sound professional advice critical in dealing with significant issues related to assessment, planning, review, evaluation, and coordination
of client care in defined practice area.

Context statement
The Complaints Coordinator is a senior, clinically informed role responsible for leading the management, investigation, and resolution of healthcare
complaints across custodial settings, including correctional centres, youth detention facilities, and watchhouses. Operating at the intersection of
health and justice, the role provides high-level consultancy, expert clinical insight, and strategic advice to executives, clinicians, and
multidisciplinary teams to ensure complaints, incidents, and feedback are addressed promptly, ethically, and in accordance with legislative and
professional standards.
The position requires demonstrated expertise in complaints management processes, including triaging concerns, conducting investigations,
preparing comprehensive responses, and liaising with internal and external stakeholders. The coordinator must confidently navigate sensitive and
high-risk matters, balancing patient advocacy with operational and institutional considerations.
Beyond individual case management, the role drives system-level improvement by identifying trends, escalating high-risk issues, and contributing
to policy development, staff education, and quality and safety initiatives. Through this work, the Complaints Coordinator strengthens
accountability, transparency, and continuous improvement, ensuring custodial health services remain responsive and aligned with community
expectations.

Key duties and responsibilities
1. Provide specialist clinical care, advice, and education for client group with diverse and/or complex care requirements in a defined practice

area.
2. Support delivery of excellence in nursing/midwifery care by modelling advanced knowledge, skills, and behaviours for the provision of client

care and working alongside less experienced staff to develop appropriate skills, knowledge, abilities, and attitudes.
3. Demonstrate NTH values - safe; responsive; kind – in all decision-making and interactions with consumers and colleagues.
4. Follow defined service quality standards, work health and safety policies and procedures relating to the work being undertaken in order to

ensure high quality, safe services and workplaces.
5. Foster a positive workplace culture through exemplary leadership practices and role modelling behaviour.

Selection criteria
Essential
1. Current registration with Nursing and Midwifery Board of Australia or eligible for same.
2. Demonstrated advanced clinical knowledge, skills, and experience in a relevant area of nursing/midwifery relating to this vacancy, supporting

well-developed clinical decision-making and problem solving to achieve best practice healthcare outcomes.
3. Demonstrated proficiency in the understanding, application, analysis and interpretation of a professional body of knowledge to provide sound

advice and support to the multidisciplinary team.
4. Experience contributing to the development and implementation of local/regional policy, including interpreting established professional

precedents and organisational policies and supporting change management.
5. Demonstrated use of effective communication skills to maximise productive working relationships, including with relevant specialists and

executive management, and manages conflict to promote co-operation, teamwork and understanding.
6. Demonstrates and applies well-developed knowledge and understanding of the social and cultural issues, influences and sensitivities that

influence health care provision for individuals and groups.

Desirable
1. Graduate Diploma, or equivalent, beyond entry to practice relevant to specialty area.

Further information
Ongoing appointment is subject to attainment of Graduate Diploma, or equivalent, beyond entry-to-practice relevant to specialty.
The preferred or recommended applicant will be required to hold a current working with children clearance notice and undergo a criminal history
check. A criminal history will not exclude an applicant from this position unless it is relevant to the position. This role carries specific immunisation
requirements. To be eligible for appointment you will be required to meet the immunisation requirements associated with Category A healthcare
workers (direct contact with blood or body substances). Please contact NursingMidwifery.DoH@nt.gov.au for further information.