Incident Management and Consumer Advocacy Specialist

2 weeks ago

Dunsborough, Western Australia beBeeConsumer Full time $81,600 - $92,880
Incident Management and Consumer Complaints Coordinator

About this pivotal role

This is a key position that oversees incident management systems to ensure they operate effectively, efficiently, and in compliance with quality standards and legislative requirements.

The role coordinates activities, supports staff, and advocates for consumers by managing feedback and complaints respectfully, transparently, and with timely resolution.

Your Key Responsibilities:
  • Oversight of incident and feedback management systems to support staff in meeting their responsibilities.
  • Monitoring workflows, timelines, and trends, conducting root cause analyses and recommending improvements.
  • Liaising with internal and external stakeholders to resolve system issues and coordinate training on incident management and investigations.
  • Central point of contact for consumer feedback, ensuring timely responses, appropriate escalation, and adherence to open disclosure principles.
  • Promoting a culture of openness, respect, and consumer empowerment by advocating for consumers and ensuring feedback is acknowledged and addressed with dignity and trust.
  • Maintenance of accurate records, generation of compliance reports, and identification of opportunities to streamline processes and improve system efficiency.
About You

We seek an experienced professional who is passionate about safeguarding consumer rights and ensuring person-centred care. In this role, you will manage incidents and complaints with professionalism and empathy, driving continuous improvement in systems and processes.

Your strong knowledge of the Aged Care Quality Standards, SIRS, incident management, and consumer rights will be matched by your ability to communicate, negotiate, and resolve conflicts with clarity and care.

Highly organised and detail-focused, you will prepare reports, analyse trends, and provide guidance to staff at all levels. With integrity, empathy, and a solutions-focused mindset, you will help foster a safe, respectful, and supportive environment for both residents and employees.

To Be Successful
  • Demonstrated experience in aged care, healthcare, or related health services sector.
  • Demonstrated experience in incident management and complaint resolution in health or aged care.
  • Experience working with electronic systems or databases for incident or feedback management.
  • Experience in root cause analysis, open disclosure, or conflict resolution.

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