Consumer and Carer Experience Coordinator

3 weeks ago

Melbourne, Australia Forensicare Full time

Location: Melbourne

Job type: Full time

Organisation: Forensicare

**Salary**: Salary not specified

Occupation: Accounting, Administration/Secretarial, Communications, Marketing and Media, Health and Allied Health, IT and Telecommunications, Medical and Nursing, Occupational Health and Safety, Other, Strategic Management

Reference: 16204
- **Newly created ongoing role responsible for strengthening consumer and carer feedback management.**:

- ** Full Time Ongoing role**:

- ** Salary $119,714 per annum (Classification-HS7) + 11% Super + Benefits (Salary packaging. etc)**:

- ** Extensive investment in facilities and people supporting our significant service expansion**:

- ** A culture where people care**

**Job location**

This role reports to the Manager Quality Systems. The Quality Systems team are based at the offices of the Community Forensic Mental Health Service (CFMHS) in Clifton Hill, 15 minutes from Melbourne's city centre. However, as this role works across all Forensicare Directorates, you will be required to work at other sites as required.

**About the Role**:

- The Consumer and Carer Experience Coordinator is responsible for supporting clinical operations and program staff, Lived Experience and Quality Systems teams through the initiation, planning, implementation, reporting and evaluation of consumer and carer experience functions inclusive of consumer and carer feedback. The role is responsible for assisting in the investigation and response to complaints on consumer care across all Forensicare Directorates including hospital, community, and prison operations. This position will be instrumental in maintaining effective working relationships and Forensicare's reputation with external stakeholders.

**Duties**:

- Act as a central contact point for the organisation and external agencies in relation to all forms of consumer and carer feedback
- Receive and log all consumer and carer feedback on Riskman and assigning action to relevant Managers.
- Ensure all external complaints from regulatory, advocacy and legal representatives have been thoroughly investigated and responded to within required time frames.
- Ensure that final complaint responses are of a high standard and provide feedback on changes where required.
- Where required will facilitate comprehensive complaint investigations deemed high risk to the organisation.
- Co-ordinate and support consumer and family meetings as required to enable feedback resolution including those required to meet Open Disclosure and Duty of Candour Legislation requirements.
- Produce quality reports and Dashboards for Directorate, Executive and Board on status of complaints, compliance progress, themes and trends, and areas for improvement.
- Actively participates in Clinical Governance Committee meetings and be an active member of the Consumer Advisory Group and the Family and Carer Advisory Group Committees.
- Engage in opportunities to inform consumer and carer experience improvement initiatives based on analysis of data.
- Work with the Quality Systems and Clinical Education teams to provide training to staff on complaint processes.

**About You**:

- You will have experience in quality and monitoring related activities with demonstrated experience in effectively managing consumer and carer feedback, including complaints resolution, in a health or human services setting.
- High level interpersonal, communication and influencing skills with proven ability to provide feedback.
- Highly developed oral and written communication skills with demonstrated ability to write professional responses to complainants and quality reports for clinical governance committees.
- Strong analytical skills with proven ability to synthesise a range of data, identify themes and trends and call out opportunities for improvement.

**What you need**:

- Ability to utilise electronic patient care management systems and incident and complaint management databases including Riskman.
- A strong understanding and respect for privacy, confidentiality, and data security
- Demonstrated ability to effectively plan, organise and manage conflicting priorities and competing deadlines.
- Demonstrated ability to work autonomously while part of a wider, multi-disciplinary team.

**A culture where people matter.**
- Excellent supervision and investment in the skill development of all our team members.
- Well defined career pathways existing across our Directorates with multi-disciplined Teams.
- Salary Packaging Options available - Mortgage, Rent, Car, Expenses
- A leading, multi-faceted approach to safety, with unparalleled strategic, practical, individualised, and team-based supports to minimise risks and fear and maximise safety and security, underpinned by our workplace health and safety strategy.
- Celebration and reward for good performance, through employee recognition.
- Access to an employee assistance program - an external, confidential, self-referral employee well being program,

  • Consumer Lived Experience Manager

    4 weeks ago

    Melbourne, Australia The Royal Melbourne Hospital Full time

    -Location: Melbourne | Northern Metropolitan Job type: Full time Organisation: The Royal Melbourne Hospital Salary: Salary not specified Occupation: Medical Reference: 68015 **Consumer Lived Experience Manager** - Ongoing role leading a dedicated team of Consumer Lived Experience staff - Participate in the leadership and codesign of future service...

  • Consumer Relations Coordinator

    4 weeks ago

    Melbourne, Australia Monash Health Full time

    Location: Melbourne | Eastern Metropolitan Job type: Full time Organisation: Monash Health **Salary**: Salary not specified Occupation: Administration/Secretarial, Communications, Marketing and Media, Finance, Health and Allied Health, Human Resources, Information Management, Procurement Reference: 65673 **Embark on a rewarding career and be part of a...

  • Carer Lived Experience Worker Level2

    4 weeks ago

    Melbourne, Australia Austin Health Full time

    Location: Melbourne | Northern Metropolitan Job type: Part time Organisation: Austin Health **Salary**: Salary not specified Occupation: Community Services Reference: 51055- **Part-time, permanent position (15.2hours p/w)**: - ** Heidelberg location**: - ** Base salary + salary packaging + super + 5 weeks annual leave**: - ** Rotating 7-day roster,...

  • Consumer Relations Cooridinator

    4 days ago

    Melbourne, Australia Monash Health Full time

    Location: Melbourne | Eastern Metropolitan Job type: Part time Organisation: Monash Health **Salary**: Salary not specified Occupation: Administration/Secretarial, Communications, Marketing and Media, Finance, Health and Allied Health, Human Resources, Information Management, Procurement Reference: 57141 **About Monash Health** **About the Patient...

  • Family and Carer Consultant

    4 weeks ago

    Melbourne, Australia Forensicare Full time

    Location: Melbourne | Eastern Metropolitan Job type: Part time Organisation: Forensicare **Salary**: Salary not specified Occupation: Health and Allied Health Reference: 15828 - Permanent Part-time position Family and Carer Consultant - Based at Thomas Embling Hospital - A culture where people care **Job location** Forensicare is the statutory agency...

  • Project Officer- Patient Experience Consumer

    4 weeks ago

    Melbourne, Australia Alfred Health Full time

    **Alfred Health** Alfred Health is a leader in health care delivery, improvement, research and education. We are the main provider of health services to people living in the inner southeast suburbs of Melbourne, from ambulatory to inpatient and home and community-based services. - **Project Officer Patient Experience Consumer Engagement**: - ** Full-Time,...

  • Participation Lead

    4 days ago

    Melbourne, Australia Alfred Health Full time

    **Alfred Health** Alfred Health is a leader in health care delivery, improvement, research and education. We are the main provider of health services to people living in the inner southeast suburbs of Melbourne, from ambulatory to inpatient and home and community-based services. - **Permanent, Full-time with flexible ADO**: - ** Based across St Kilda Road...

  • Consumer Liaison Officer

    4 weeks ago

    Melbourne, Australia The Royal Melbourne Hospital Full time

    -Location: Melbourne | Northern Metropolitan Job type: Full time Organisation: The Royal Melbourne Hospital Salary: Salary not specified Occupation: Administration/Secretarial, Health and Allied Health, Research, Family Violence Workers, Medical, Nursing Reference: 71170 **Consumer Liaison Officer** - ** Key member of the growing Patient Experience and...

  • Consumer Liaison Officer

    4 weeks ago

    Melbourne, Australia The Royal Melbourne Hospital Full time

    Reference Number- 71170- Position Title- Consumer Liaison Officer- Location- The Royal Melbourne Hospital - City & Royal Park Campus- Award- Admin Officers [10]- Advertisement text**Consumer Liaison Officer** - **Key member of the growing Patient Experience and Community Engagement team**: - **Work directly with consumers and carers to seek feedback and to...

  • Older Adults Carer/peer Supp

    4 weeks ago

    Melbourne, Australia Mercy Health Full time

    **ABOUT THE ROLE**: - Mercy Mental Health & Wellbeing Service, a provider of Adult and Older Adult Mental Health and Wellbeing services in the southwest metropolitan area of Melbourne, is establishing an Older Adults community based team. - Be part of a growing lived experience workforce at Mercy Health. We are seeking people with a lived experience who are...

  • Older Adults Carer/peer Supp

    4 weeks ago

    Melbourne, Australia Mercy Health Full time

    Location: Melbourne | Western Metropolitan Job type: Full time, Part time Organisation: Mercy Health **Salary**: Salary not specified Occupation: Health and Allied Health, Nursing, Aged Care Reference: 19972 **ABOUT THE ROLE**: Mercy Mental Health & Wellbeing Service, a provider of Adult and Older Adult Mental Health and Wellbeing services in the...

  • Manager Lived Experience Workforce

    4 weeks ago

    Melbourne, Australia Peninsula Health Full time

    Location: Melbourne | Southern Metropolitan Job type: Full time Organisation: Peninsula Health **Salary**: Salary not specified Occupation: Health and Allied Health, Medical, Nursing Reference: 33165 - **Opportunity to advance your career and develop yourself further**: - **Attractive salary between $94,000 - $97,000 per annum full time and great...

  • Carer Consultant

    7 days ago

    Melbourne, Australia The Royal Melbourne Hospital Full time

    Reference Number- 75644- Position Title- Carer Consultant- Location- Inner West Area Mental Health Service - RMH- Award- Psych Health ProfessionNDC [77]- Advertisement text**Carer Consultant** **Part Time** - The Carer Consultant role is part of the Carer Lived Experience team and together with the team actively amplifies the carer Le voice across the...

  • Carer Consultant

    7 days ago

    Melbourne, Australia The Royal Melbourne Hospital Full time

    -Location: Melbourne | Northern Metropolitan Job type: Part time Organisation: The Royal Melbourne Hospital Salary: Salary not specified Occupation: Health and Allied Health Reference: 75644 **Carer Consultant** **Part Time** - The Carer Consultant role is part of the Carer Lived Experience team and together with the team actively amplifies the carer Le...

  • Care Coordinator

    4 days ago

    Melbourne, Australia Right at Home Full time

    **Description**: Right at Home Melbourne Brighton is looking for EN in part time or casual to join our talented team. Purpose of Position Recruitment and training of carers, scheduling and monitoring operational performance in accordance with an established plan of care in accordance with Right at Home policies and procedures and all other laws and relevant...

  • Family Carer Peer Worker

    7 days ago

    Melbourne, Australia Peninsula Health Full time

    Location: Melbourne | Southern Metropolitan Job type: Part time Organisation: Peninsula Health **Salary**: Salary not specified Occupation: Health and Allied Health Reference: 33343 - **Great team, respectful culture & supportive management**: - **Excellent salary packaging benefits and employee benefits program**: - **Frankston, Mornington Peninsula...

  • Director, Relationship Manager, Consumer and

    4 weeks ago

    Melbourne, Australia Westpac Institutional Banking Full time

    **Opportunity to join Westpac’s Institutional Bank**: - **Established career path and progression opportunities**: - **Melbourne Based **How will I Help?** Westpac Institutional Bank (WIB) manages the financial needs of corporate, institutional and government clients that are based, or have interests in, Australia and New Zealand. The Consumer and...

  • Consumer Liaison

    4 weeks ago

    Melbourne, Australia The Royal Women's Hospital Full time

    Location: Melbourne | Northern Metropolitan Job type: Not provided Organisation: The Royal Women's Hospital **Salary**: Salary not specified Occupation: Administration/Secretarial, Communications, Marketing and Media, Facilities Management, Finance, Health and Allied Health, Human Resources, IT and Telecommunications, Information Management, Medical,...

  • Kinship Engagement Coordinator-fitzroy

    4 weeks ago

    Melbourne, Australia Department of Families, Fairness and Housing Full time

    THE ROLE This innovative position will drive positive changes and enhance the life outcomes for children and young people across each of the Department of Families Fairness and Housing areas. The Kinship Engagement Coordinator will work under the new model of kinship care that was rolled out across Victoria, in the early identification of potential kinship...

  • Family Carer Peer Worker

    7 days ago

    Melbourne, Australia Orygen, The National Centre of Excellence in Youth Mental Health Full time

    Orygen Specialist Program Melbourne Part-time 4/8/2023 - Ongoing part-time role | 2 days per week - Based in Sunshine and Wyndham | Excellent team culture - Make a difference in the lives of young people and their families/carers Your new role: - Work collaboratively within a multidisciplinary team and provide a lived experience specific values and...