Program Officer

Program Officer


Recruitment Pool (temporary or ongoing roles may become available)

Clerk Grade 5/6

Remuneration: $

85,488 - $94,327 pa (

plus superannuation and annual leave loading)

Hours per Week: 35


Sydney CBD
Requisition ID: REQ166149

Please note this is a Recruitment Pool advertisement. If you are successful as part of this assessment process, you may be contacted for current or upcoming ongoing or temporary role vacancies. The HPCA has offices at two locations, Gladesville and Sydney CBD. Please specify your preferred location on your application.


The Health Professional Councils Authority (HPCA) is an executive agency of the NSW Ministry of Health.  We play an important role in protecting the health and safety of the public by supporting the 15 NSW Health Professional Councils in managing complaints about NSW health practitioners.

What you’ll be doing:

The role provides support to one or more NSW Health Professional Councils, to protect the health and safety of the public through the regulation of health practitioners in NSW.

The successful candidates will be allocated to roles where their responsibilities may include any of the functions below:

  • Manage a case load of practitioners who are subject to complaints that have been referred to one of the Council programs (conduct, performance, health)

  • Under the overall guidance of the Team Leader, provide secretariat support to Council/Committees including drafting of agenda items, coordinating background submissions and recommendations, accurately drafting minutes from Council/Committees as required, and communicating and actioning Council/Committees decisions to relevant stakeholders within required timeframes

  • Monitor the effective and efficient progress of complaints and take action to ensure information is provided to enable Council/Committees to make timely and informed decisions, and provide appropriate updates and feedback to practitioners and / or complainants in line with legislative requirements and timeframes, and internal procedures, process measures and benchmarks

  • Coordinate and assist with scheduling of interviews, assessments, hearings , management of notifications regarding conflict of interest in relation to assigned matters, and provision of relevant Council guidelines and documentation for these proceedings

  • Respond to telephone enquiries and correspondence from the public, complainants, practitioners, and employers to provide accurate and comprehensive information on a range of matters relating to the regulation of health practitioners in NSW

  • Handle complaints and confidential enquiries, including dealing with distressed callers and sensitive cases that are potentially contentious or subject to public scrutiny; and maintain data and provide an overview of the complaints process including possible outcomes and likely timeframes, as required

  • Analyse complaint information and undertake a provisional risk assessment on serious complaints; refer complaints and enquiries accurately; determine if further information is required to assist with initial assessment and referral of complaint; and follow up on incomplete information as required


Essential Requirements:

  • Demonstrated experience in providing high quality administrative support to committees and delegates, preferably within a regulatory environment

  • Well-developed organisational skills and proven ability to manage high volume workloads, to work autonomously and be proactive

  • High level of understanding of confidentiality and privacy requirements; ability to be sensitive and discreet in a range of situations

  • Experience in the review / development of operational policies and procedures


The Program Officer role offers the successful candidates an exciting opportunity to further develop and enhance their skills. The HPCA offers flexible working hours and a supportive work environment. Positions may become available at either the HPCA Pitt Street office located only a short walking distance from Central Station and Belmore Park which has a number of facilities located within the building, including a food court, a rooftop garden, Yoga and Pilates sessions, bike storage and other amenities. Alternatively, positions may become available at our Gladesville office, located at the impressive grounds of the old Gladesville Hospital in Gladesville, which is a short walk to Banjo Paterson Park and Bedlam Point. The HPCA upholds NSW Health CORE values of Collaboration, Openness, Respect and Empowerment.