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Incident and Complaints Resolution Specialist

2 months ago

Sydney, New South Wales, Australia Mable Full time

About the Role at Mable

Mable is seeking a highly skilled Incident and Complaints Resolution Specialist to join their team. As a key member of the organization, you will play a critical role in ensuring the delivery of high-quality services to clients and support providers by effectively managing incidents and complaints in accordance with regulatory requirements and organizational policies.

Key Accountabilities:

Incident Management:

  • Receive, document, and assess incident reports promptly and accurately.
  • Investigate incidents thoroughly, collaborating with relevant stakeholders to gather necessary information.
  • Analyze root causes of incidents and implement or make recommendations for corrective and preventive actions to mitigate future occurrences.
  • Maintain detailed records of all incidents and actions taken, ensuring compliance with regulatory standards.

Complaint Handling:

  • Act as the primary point of contact for complaints from clients, their representatives, support providers, and other stakeholders.
  • Handle complaints professionally and empathetically, ensuring timely resolution and effective communication throughout the process.
  • Conduct impartial investigations into complaints, engaging with relevant parties to gather evidence and reach fair outcomes.
  • Identify systemic issues contributing to complaints and work proactively to address them, promoting continuous improvement in service delivery.

Regulatory Compliance:

  • Stay abreast of relevant legislation, regulations, and guidelines pertaining to the NDIS and Aged Care sector.
  • Ensure compliance with regulatory requirements in incident and complaint management and reporting processes.

Reporting and Analysis:

  • Prepare comprehensive reports on incidents and complaints, including trends, patterns, and outcomes.
  • Provide regular updates to management and relevant stakeholders regarding incident and complaint status, highlighting areas for improvement and risk mitigation.

Training and Support:

  • Deliver training sessions and workshops to staff members on incident and complaint management protocols, fostering a culture of accountability and transparency.
  • Provide guidance and support to colleagues involved in incident and complaint resolution processes, ensuring consistency and adherence to established procedures.

Requirements:

  • Experience in a relevant field such as Social Work, Health Sciences, or Public Administration is highly regarded.
  • Proven experience in incident and complaint management within the NDIS, Aged Care, or similar healthcare settings.
  • Sound knowledge or a willingness to learn and self-educate on regulatory frameworks and quality standards applicable to the NDIS and Aged Care sector.
  • Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
  • Excellent communication and interpersonal skills, with the ability to interact professionally with diverse stakeholders.
  • Demonstrated ability to work independently, prioritize tasks, and manage competing priorities effectively.
  • High level of integrity and confidentiality, with a commitment to upholding ethical standards in all aspects of work.
  • Emotional Resilience to handle difficult subject matter.