Investigations and Continuous Improvements Lead

2 weeks ago

North Ryde, New South Wales, Australia Bloom HR Full time
Work with an Employer of Choice - A Leading Disability Services Provider

  • Awarded One of the country's best places to work
  • North Ryde Location attractive salary package

The Organisation


We are proud to partner with an Employer of Choice, one of Australia's leading disability services provider who have been achieving social inclusion for people with a disability for over 70 years As a registered NDIS provider, the organisation offers accommodation, community support, employment and programs in Greater Sydney the NSW Northern Rivers regions.


Purpose of the role


The primary purpose of this role is to conduct investigations into client related NDIS and Office of the Children's Guardian (OCG) reportable incidents, complaints, and alleged breaches of both the Achieve Australia and NDIS Codes of Conduct.


This role will analyse patterns and trends of reportable and non-reportable incidents, to identify and mitigate the risk of harm to participants and support the improvement and quality of supports and services.

Support operations and senior management in the continued implementation, monitoring and support of our Continuous Improvement Framework related to client practice across Achieve Australia.


About the role

  • Provide expert advice and input to the Executive General Manager, Customer, Practice and Quality on the development and implementation of the investigation functions' policies, practices and procedures to meet governance, quality management and client safety requirements.
  • Conduct objective, timely, and accurate investigations into allocated incidents, allegations and complaints to ensure compliance with the NDIS Practice Standards and the organisations policies, procedures and regulatory requirements.
  • Provide detailed objective reports on investigations to the appropriate business unit to prepare recommendations to inform executive management decision making.
  • Assist the Executive General Manager Customer, Practice and Quality in preparing draft responses to requests from relevant government agencies and other external stakeholders regarding client incidents.
  • Undertake analysis of patterns and trends of incidents to identify and mitigate client risk and improve the quality of supports and services delivered.
  • Work in consultation with the Executive General Manager Customer, Practice and Quality to manage the Continuous Improvement Framework and support all business units in its implementation.

About you

The suitable incumbent would have:

  • Tertiary qualifications or equivalent experience in a relevant discipline.
  • Demonstrated experience in conducting investigations into client related incidents, allegations, and complaints.
  • Sound knowledge and understanding of legislation and regulations governing the disability sector.
  • Previous experience investigating serious incidents and complaint resolution and reporting.
  • Strong consumer focus and drive to support delivery of people with disability to achieve their goals.
  • Ability to identify and contribute to continuous improvement opportunities.
  • Excellent communication (written and verbal) and interpersonal skills with the ability to negotiate and influence a range of stakeholders.
  • High degree of empathy and experience in resolving difficult and complex complaints.
  • Strong working knowledge of the disability industry including the Disability Practice Standards and Quality Indicators.
  • Experience and understanding of the NDIS Quality and Safeguards Commission and associated provider registration requirements
Applications for this role will be assessed as they are received so please don't hesitate in applying.

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