- Full time
- Hybrid office and work from home
- Initial term 12 months
The Position:
This position oversees the timely, effective, and efficient processing of professional standards, misconduct complaints and declarations related to the social work profession. The Team Leader is responsible for day-to-day staff management and leadership, guiding and developing staff to ensure continual growth and job satisfaction. This position is responsible for day-to-day management of the program in consultation with the Manager, Professional Standards and Regulations, including a focus on continual quality improvement outcomes.
The Team Leader is responsible for the management of complaints received through the Ethics Complaint Management Process and, declarations received through the Declaration Assessment Process. The Team Leader will participate in and present to Ethics Council meetings as required. The Team Leader is also responsible for management of the social work professional standards and ethics consultations service as well as the legal referrals to AASW’s partner legal firms.
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.
Your key responsibilities:
Team Leadership & Management
- Lead, support, and develop the team, with direct accountability for morale, engagement, and performance.
- Set clear direction, provide training, and maintain high work quality through oversight and feedback.
- Promote a culture of learning, collaboration, and alignment with organisational goals.
Program & Operational Management
- Manage workflows, systems, guidelines, and quality control processes.
- Ensure work is delivered within budget and meets customer service standards and KPIs.
Complaints & Declarations Management
- Assess complaints, ethical breaches, and fitness-to-practice declarations to determine validity and severity.
- Manage end-to-end case processes, ensuring fairness, due process, and compliance with AASW By-Laws and governance requirements.
- Coordinate with stakeholders (e.g. complainants, panels, Ethics Council) and maintain proper records in line with privacy laws.
- Oversee integrity and proper conduct of misconduct and declarations processes.
Ethics Consultations
- Oversee delivery and case management of ethics consultations for members.
- Support relevant stakeholders and ensure proper documentation and compliance.
- Contribute to development of ethical guidelines and maintain integrity of the consultation service.
Policy, Procedures & Quality Improvement
- Contribute to ongoing review and improvement of policies, processes, and governance frameworks.
- Collaborate across teams to ensure systems are efficient, effective, and properly audited.
- Develop and maintain standards, guidelines, and customer service frameworks for complaints and misconduct functions.
Key selection criteria:
- 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.
- Ability to work well under pressure and to respond flexibly to changing circumstances.
- Excellent time management skills.
- 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.
- Ability to ensure privacy and confidentiality over information provided, as appropriate.
- Proficiency in the use of information technology including CRM systems.
- Team management and leadership skills and experience. Excellent organisational, planning skills and interpersonal skills.
- High level analytical and research skills with the ability to work autonomously with minimal supervision.
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 29th of April 2026 however, we reserve the right to end the closing date early. Please direct any queries to: courtney.thompson@aasw.asn.au
