Branch Manager, Complaints Management and FOI - Fisher Leadership
All Capital Cities and flexible arrangements
Close Date: 14/04/2024
REF: NDIfoi0324
Apply now
All Permanent Opportunities

Branch Manager, Complaints Management and FOI

All Capital Cities and flexible arrangements
Close Date: 14/04/2024
REF: NDIfoi0324
Apply now All Permanent Opportunities
  • Key leadership role impacting system wide reform
  • Place NDIS participants at the core of your work
  • Seeking a systems thinker with multidisciplinary mindset


About the NDIA

The National Disability Insurance Agency (NDIA) is an independent statutory agency. We are responsible for implementing the world leading National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms since Medicare.  The NDIS is designed to enhance the quality of life and increase economic and social participation for people with disability and provide peace of mind for every Australian.

The NDIA’s complaints management and freedom of information (FOI) functions play a critical role in ensuring a positive experience for NDIS participants. FOI is also an important avenue for people to access information held by the Agency. The NDIA’s complaints management and FOI systems both act as key feedback mechanisms to inform continuous improvement of the NDIA’s systems and how it delivers services to people with disability. At the heart of both systems is the NDIA’s commitment to listening to NDIS participants and keeping them at the centre of its work.


About the Role

As the inaugural Branch Manager, Complaints Management and FOI, you will have the opportunity to build team capacity, capability and culture to shape and transform the NDIA’s management of complaints and FOI to enable timely and positive outcomes for NDIS participants and drive improvement.

Reporting into the General Counsel, the position will drive a culture of continuous improvement and lead 4-5 direct reports and approximately 140 staff in various locations across Australia.  The role will consolidate the branch integrating complaints management (including participant critical incidents) and FOI functions. This is a unique leadership opportunity to influence day to day outcomes and policy, practice and system improvements.

The position has accountability for engaging with a range of internal and external stakeholders including people with a disability, their families and carers, peak bodies, industry, advisory groups, and other agencies. This engagement needs to be inclusive and responsive across the range of settings. The disability community need to be at the centre of solutions thinking, and stakeholder engagement needs to be based on transparency and genuine consultation.


About You

We seek highly driven candidates with values driven leadership and an ideally a track record in complaints management and FOI.  Alternatively, you may be a leader with lateral experience in relevant environments who can quickly apply these skills to the complaints management and FOI context. This experience could come from a variety of sectors (e.g. service and system design, customer engagement, quality assurance, legal).

You will be a systems thinker, change agent and be motivated by seeing your teams develop and thrive.

You enjoy working with people, for people, and bring energy and commitment to our shared passion for driving social change, so people with disability have choice and control over their lives.

You are comfortable working with ambiguity and navigating multi-dimensional and complex issues. Your track record of engagement, leadership, collaboration and strategic nous is built on respect for diverse ideas and perspectives, that results in continuous organisational learning and quality and service improvement.

We are seeking an individual who is committed to the NDIS, puts participants at the centre of the work and able to deliver through people and prosecute change and a culture of continuous improvement. Success in the role requires a person-centred and facilitative approach to managing complaints and FOI as standard practice, along with building cases for systemic reform.

You understand that we put participants at the heart of everything we do. You further understand that for the Scheme to succeed, it is critical that we listen to and work with our participants, their families and carers and the disability community to make sure each improvement is a step in the right direction and the Scheme is available for generations to come.

Your peers will embrace your diversity of skills, experience, abilities, and ideas. We know a diverse workforce and inclusive workplace drives our success and have outlined our commitment in the Inclusion and Diversity Framework.


What you should know 

To be eligible for employment with the NDIA, you must be an Australian citizen. A candidate’s suitability for employment with the Agency will be assessed through a pre-employment screening process. This will include a criminal history check and the ability to obtain and maintain an Australian Government security clearance, at the Negative Vetting 1 level. This will be arranged for you, if successful.

The NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role.

We strongly and actively encourage applicants from a diverse range of backgrounds and experiences, including people with disability. First Nations peoples, people from culturally and linguistically diverse (CALD) backgrounds and LGBTIQA+.


Application Instructions

To apply, please  click on ‘Apply Now’ using reference NDIfoi0324 and addressing your application to Dani White. Alternatively, please email application to

Your application should include:

  • A complete current resume.
  • A one-page pitch (maximum 750 words) quoting reference NDIfoi0324.


Your pitch should highlight relevant examples and accomplishments that demonstrate:

  • Your ability to lead people to deliver results.
  • Why you want to work for us.
  • What you will bring to the role.
  • Your leadership will bring about positive change.


The closing date for applications is 14 April 2024

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activities for the vacancy if you choose to opt-in to the scheme, declare you have a disability and meet the minimum requirements for the vacancy. All requests for reasonable adjustments will be considered and managed in consultation with you.

Further information can be found at

If you wish to opt in under the RecruitAbility scheme, please clearly state this intention at the beginning of your one-page pitch.

For enquiries, or if you would like help understanding this document or would like to receive it in another format, please contact Dani White of Fisher Leadership via phone: 1300 347 437 using the National Relay Service 133 677 if required or email

Apply now

Download candidate information

Lead Consultants

No, thank you.