Principal Case Officer

CRVCID. 742241

This is a Permanent Full Time appointment.

Your new role

Are you passionate about making a difference? Do you want to be part of an agency that is dedicated to helping consumers resolve their grievances and ensuring that health services are safe and ethical?

As a Principal Case Officer, you will manage a caseload of complex complaints with tight deadlines, working with consumers and service providers to reach a resolution. Each complaint is different; some will require a conciliation meeting so that a consumer and a service provider can resolve their issues in a face-to-face mediation, while others will be complex investigations that result in regulatory action being taken against a health care worker to prevent them from working in the health sector. Principal Case Officers also take initial enquiries from the public and assist them to lodge their complaint.

You will work in a small but supportive team that values diversity and different perspectives. You will have access to training so that you succeed in the role. Our agency commits to a healthy work life balance and provides opportunities for flexible hours and working arrangements.

To be successful in this role, you will need enjoy solving problems, be organised and able to meet deadlines, and enjoy working with different types of people.

Applicants for the Principal Case Officer role will ideally have experience mediating disputes or conducting investigations. It is beneficial to have a background in health or an understanding of health services. Most important is a ‘let’s get things done’ attitude and a willingness to learn.

If you are a health professional and are looking for a change of scenery, we would encourage you to apply.

If you would like to know more about the role, please don’t hesitate to reach out to the contact person below.

About HaDSCO

We are an independent Statutory Authority providing complaint resolution services in the health, mental health and disability sectors in Western Australia and the Indian Ocean Territories. Our service covers the private, public and not-for-profit sectors and prison health services. To find out more about us, please visit our website at www.hadsco.wa.gov.au.

We are a dynamic organisation, with a focus on customer service and achieving positive outcomes from the complaint resolution process. We also have a commitment to providing an impartial, high-quality service, and we are always looking for ways to do things better.

The Office recognises, values and embraces the diversity of the Western Australian and Indian Ocean Territories communities, including differences in culture, ethnicity, religious beliefs, sexuality, gender identity, age, abilities and life experiences. The Office is committed to providing an inclusive and respectful workplace for all staff and encourages applicants from a diverse range of backgrounds to apply for the role.

Accessibility: If you have any communication or access needs that require adjustment to allow you to participate in this recruitment process, please contact Business Services on (08) 6551 76***or by email at ****@hadsco.wa.gov.au

Want to know more?

Amanda Blaker, Manager Complaint Resolution, is more than happy to talk with you on 08 6551 76***or *************@hadsco.wa.gov.au. You can also talk with her about reasonable requests for things we can do to support you to participate fully in this recruitment.

Eligibility to Apply: To be eligible for appointment, applicants must have a valid working visa (for fixed term appointments) or be an Australian citizen, permanent resident, or have a visa to live and work indefinitely in Australia (for permanent appointments).

Other Conditions:  

Whilst this selection process will initially be used to fill the above vacancy, it may also be used to fill other "similar" vacancies throughout the health service. In addition to this, should the successful applicant decline or vacate the advertised vacancy, then the next most suitable applicant may also be selected from this process. Both of these options remain valid for a period of six (6) months from when the authorised delegate endorses the recruitment decision.

How to apply

You've heard from us, now we'd like to hear from you.

Submit your application online by clicking the 'Apply for Job' button at the bottom of this page. You will need to provide:

• A comprehensive CV that clearly shows your experience relevant to this role.
• A statement of no more than two pages addressing the position essential criteria.
• The names and contact details of two professional referees, one of whom is a current supervisor or manager.

Please allow plenty of time to submit your application, as late, mailed, emailed and proforma applications will not be accepted.

To be successful with your application, you will be required to:

• Undertake a criminal record screening, as part of the appointment process. We may ask referees to comment on your integrity and past demonstration of ethical behaviour.

Employee Benefits: In addition to the great salary our employees enjoy an amazing range of benefits which may include (in line with operational requirements):

• 12% employer contributed superannuation into a fund of your choice. For more information on superannuation click here.
• Access to generous salary packaging arrangements
• Flexible working arrangements
• Professional Development Opportunities and Study leave/assistance
• Flexible working arrangements
• Flexible leave arrangements
• Other professional and location-based allowances.

Selection Criteria: Please see the attached Job Description Form.

Other information

Whilst this selection process will initially be used to fill the above vacancy, applicants found suitable for this position may be considered for other ‘similar’ vacancies within the Health and Disability Services Complaints Office and/or the wider public sector. In addition to this, should the successful applicant decline or vacate the advertised vacancy, then the next most suitable applicant may also be selected from this process. Both of these options remain valid for a period of twelve (12) months from when the authorised delegate endorses the recruitment decision.

If you experience difficulties while applying online, please contact Employee Services on 13 44 77 for immediate assistance during business hours.

Submitting your application

Your application must be submitted online by 4:00PM Monday 24 August 2026. You must have a current, valid email address to apply online and this email address will be used to communicate with you.

Lodgement is system generated. Any submissions on, or after, 4:00pm will not be accepted. 

LATE OR EMAIL APPLICATIONS WILL NOT BE CONSIDERED.