Manager Investigations Team

Company Description

The Health and Disability Commissioner (HDC) exists to promote and protect the rights of health and disability service consumers under the Code of Health and Disability Services Consumers’ Rights. HDC helps ensure that people receive safe, respectful, and quality care when engaging with health and disability services. A core function of HDC is to resolve complaints in a fair, timely, and effective manner, supporting both consumers and providers to improve services. The organization’s work contributes to greater accountability, learning, and trust across the health and disability sector, making it a meaningful environment for professionals committed to justice and consumer rights.

Role Description

The Manager Investigations Team leads a team responsible for assessing and investigating complaints related to health and disability services, ensuring that investigations are thorough, impartial, and aligned with the Code and HDC policies. Day-to-day responsibilities include managing caseloads, allocating work, providing guidance and quality assurance on investigations, and supporting team members’ professional development. The role involves reviewing complex cases, making recommendations on outcomes, preparing high-quality reports and correspondence, and engaging constructively with consumers, providers, and other stakeholders. The manager collaborates with other HDC teams to improve investigative processes, contribute to organizational learning, and identify systemic issues in service delivery. This is a full-time hybrid role, based in Auckland, with the flexibility to work from home for part of the week.

Qualifications

• Strong experience in investigations, case management, or complaints resolution, preferably within health, disability, legal, regulatory, or public sector environments.
• Proven skills in critical thinking, analysis, and decision-making, with the ability to interpret complex information and apply relevant legislation, codes, or standards.
• Demonstrated leadership and people management capabilities, including coaching, performance development, and fostering a supportive, high-performing team culture.
• Excellent written and verbal communication skills, including report writing, plain-language communication, and the ability to engage respectfully with diverse stakeholders.
• Strong organizational and time-management skills, with the ability to prioritize, manage competing deadlines, and maintain attention to detail.
• Sound judgment, integrity, and a commitment to fairness, equity, and consumer rights in health and disability services.
• Relevant tertiary qualification in law, health, social sciences, public policy, or a related field, or equivalent experience.
• Experience working in or alongside the health or disability sectors, and familiarity with New Zealand’s health and disability system, is an advantage.