Clinical Risk And Quality Officer

Position

Clinical Risk & Quality Officer

Team

Clinical Practice, Evidence & Quality

Role Classification

SCHADS Level 6

Employment Type

Permanent, Full Time

Location

Frankston, Dandenong (Wurundjeri Land) and Sandringham locations (Bunurong Land)

From time to time the incumbent may be requested to work from, or be based at, other Family Life sites.

Reports To

Director, Clinical Practice, Evidence and Quality

Effective Date

August 2025

Overview of Program

The Clinical Practice, Evidence & Quality team leads and supports strategic growth and development at Family Life. A key component of this focus is to establish and drive an integrated and connected systems approach that enables strong clinical governance and a continuous improvement view of quality beyond compliance obligations. This role is a member of the Clinical Practice, Evidence & Quality team, working closely with the Practice and Program Development Advisors, Research & Evaluation Manager, OHS Officer as well as Service's Program Managers and Team Leaders.

Position Objective

The Clinical Risk & Quality Officer supports the Director of Clinical Practice, Evidence and Quality in responding to clinical and quality risks. Clinical decision-making sits with DCPEQ and Director Services. To support this structure, the officer works within the Clinical Practice, Evidence & Quality team in close collaboration with Program & Practice Development Advisors, the OHS Officer, and Service Program Managers. This role ensures that the administrative elements of clinical risk, quality assurance, and continuous improvement processes are effectively coordinated across the organisation. The Officer is responsible for maintaining compliance with regulatory standards while also supporting a culture of learning, safety, and quality that enhances service delivery and outcomes for clients.

Key Responsibilities

The key responsibilities include but are not limited to:

• Support administrative Clinical Governance Operations: Assist the Director of Clinical Practice, Evidence and Quality (DCPEQ) in coordinating the Clinical Governance Committee, maintaining meeting schedules, preparing agendas, taking minutes, and ensuring the Clinical Governance Framework is consistently updated and aligned with best practices.
  • Coordinate administrative processes for Critical Incident & Complaint Processes: Coordinate the administrative handling of critical incidents and complaints, ensuring timely documentation, tracking, and reporting. Ensure the DCPEQ and Director of Services (DOS) are fully briefed with accurate summaries and updates to support their clinically informed decision-making.
    • Coordinate Clinical Risk Management Activities: Administer the organisation's clinical risk management functions, including identifying risks, maintaining risk registers, scheduling reviews, and supporting the development and implementation of risk treatment plans.
      • Support Continuous Improvement Initiatives: Collaborate with the DCPEQ to embed a culture of continuous improvement across the organisation. Ensure improvement objectives are integrated into the Quality Management System and that all related documentation and actions are tracked and completed.
        • Lead Quality Audit Processes: Plan, coordinate, and execute internal and external quality audits, including ISO 9001 compliance. Ensure all stakeholders are prepared, documentation is complete, and post-audit actions are monitored and reported.
          • Ensure OHS Compliance in Clinical Governance: Work closely with the Occupational Health & Safety Officer to ensure that clinical governance activities comply with relevant OHS standards. Support joint reporting and ensure alignment between clinical risk and workplace safety protocols.
            • Implement the Reconciliation Action Plan (RAP): Coordinate the administrative and operational aspects of Family Life's RAP, ensuring working group actions are completed on schedule. Provide support to the DCPEQ in their role as Chair, including preparing reports, tracking progress, preparing RAP working group meeting agendas and taking minutes.
              • Support Privacy and Data Protection Functions: Support the DCPEQ in fulfilling the Privacy Officer role by coordinating the response to subpoenas, privacy requests, and complaints. Ensure all matters are logged, responded to promptly, and handled in accordance with legal and regulatory requirements.
                • Facilitate Governance Committees and the Diversity and Inclusion Working Group: Coordinate internal committees such as the Quality Improvement and Assurance Team (QIAT) meetings and the Diversity and Inclusion working group, ensuring meetings are scheduled, agendas and materials are prepared, minutes are taken, and actions are followed up. Support cross-functional collaboration, communication and data informed decision making.
                  • Provide Corporate Governance Support: Deliver administrative support to the DCPEQ, CEO, and Board, including preparing governance reports, compiling data for decision-making, and ensuring timely access to clinical risk and quality information.
                    • Monitor Risk Management Systems: Maintain and monitor Family Life's risk management systems (e.g., Riskware), liaise with software developers for system improvements, and support Program Managers in resolving outstanding actions following critical incidents.
                      • Maintain Quality Documentation and Compliance: Ensure all quality-controlled documents are developed, reviewed, and updated according to schedule. Collaborate with document owners, delegates and the OHS Officer to maintain compliance with internal standards and external regulations.

Key Selection Criteria

1. Graduate or postgraduate professional qualification in relevant discipline; health, therapeutic or community services related qualifications highly desirable.
2. A systems thinker that enjoys problem solving and working with others to find solutions
3. Advanced communication skills, with the ability to enable effective and empathetic communication in complex circumstances, with internal and external stakeholders including service users.
4. Previous employment in the community services sector and/or not-for-profit organisation and / or clinical experience which can be applied to the community services sector, with relation to risk management, critical incident management and clinical governance.
5. Demonstrated ability to enact continuous improvement initiatives, internal and external quality audits and the maintenance of quality management systems
6. Demonstrated ability in key stakeholder relationship management; demonstrate a strong customer service philosophy.
7. Demonstrated ability in management of projects to outcomes, targets, timeline and budget.
8. Excellent attention to detail and clear presentation of information.
9. Employs an ethical and professional approach to the work of the organisation.
10. Respect for confidentiality and demonstrated integrity.
11. Flexible and adaptable in response to the needs of the organisation, the community, and the role.
12. Information technology skills, including proficiency in Microsoft Office suite