Complaints Officer at Health Professions Council of South Africa (HPCSA)

MINIMUM REQUIREMENTS 

• NQF level 5 qualification in health-related field plus current registration with a health statutory council. 
• 2 years complaints handling experience. 

PRINCIPAL ACCOUNTABILITY AND KEY PERFORMANCE AREAS 

• Handle all queries regarding handling of complaints. 
• Create a record of queries on the available case management system. 
• Determine if complaint falls under the remit of HPCSA. 
• Provide advice on the lodging of a complaint including appropriate authority to deal with complaint if outside the remit of the HPCSA. 
• Provide verbal/written advice on complaint lodging process if within the remit of the HPCSA. 
• Receive and screen complaints lodged verbally, in writing or via a physical visit. 
• Ensure that the complaint form is duly completed and signed by the complainant. 
• Ensure that an identity document is attached together with relevant documents before processing the case to Complaints Handling. Ensure that the descriptions of allegations are clear. 
• Check if the complaint was previously registered opened, and: If existing, forward to the relevant person handling the complaint and if new process as a new complaint. 
• Check complaint and where relevant, contact the complainant to collect additional complaint information. 
• Request affidavit from complainants where relevant. 
• Alert the immediate line manager of any complaints where the practitioner is posing danger to members of the public. 
• Prepare and submit monthly, quarterly and annual reports on all kinds of complaints received. 
• Perform ad-hoc duties as maybe required by the Head of Division: Complaints Handling and Investigations.