Minimum Requirements

• NQF Level 7 health-related qualification plus current registration with a health statutory council.
• 3 years professional (clinical and/ or non-clinical) experience in the field of study. 

Competency Requirements

• Knowledge of the relevant legislations
• Communication (writing, presentation, verbal and listening) skill
• Proficiency in MS Office
• Customer Relations Management Skills
• Understanding of complaints process in terms of legislation
• Analytical, Problem-Solving, and Decision-Making skills
• Planning and Organising skills
• Conflict management skills
• Attention to detail
• Report writing skills 

Principal Accountability and Key Performance Areas

• Assist with the development, implementation, monitoring & evaluation (M & E), and reporting on complaints screening strategies and plans.
• Assist with the implementation and comply with procedures for internal collaboration and information sharing on complaints against practitioner registered in terms of the Health Professions Act.
• Implement legislative prescripts, policy, procedures, guidelines and standards.
• Receive complaints, record and screen the contents of each complaint.
• Peruse and analyse the contents and details of each complaint
• Referral of complaints categorised as minor for mediation.
• Referral of complaints categorised as serious for preliminary investigation.
• Referral of complaints to relevant departments and/ or relevant entities.
• Identification of high-profile matters and matters where the practitioner is posing danger to members of the public.
• Management of data and compliance with data governance principles, POPIA, PAIA, etc.
• Alert the Head of Division of any complaints where the practitioner is posing danger to members of the public, high-profile matters and/or matters of public interest.
• Request affidavit from complainants and all relevant information timeously.
• Prepare and submit monthly, quarterly and annual reports on the trends of complaints.
• Perform ad-hoc duties as may be required by the Head of Division: Complaints Handling and Investigations.