Exceptional Quality Assurance Professional

6 days ago

Brisbane, Queensland, Australia Centacare Brisbane Full time
About Centacare Brisbane

Centacare Brisbane is one of the largest not-for-profit organisations in South East Queensland, employing over 3000 people and volunteers across 200 locations. With a proud 60-year tradition of responding to diverse needs and aspirations, we aim to ensure everyone in our communities receives care and support.

Our mission revolves around providing quality services that help individuals live their fullest lives. We offer a range of programs, including aged care, community and pastoral care, disability care, Early EdCare, and family and relationship care.

Key Initiatives:

  • Aged care and disability services: home care, home safety services, supported independent living, respite services, transport, and community services.
  • Family relationship services: relationship education, counselling, family dispute resolution, domestic and family violence services, sexual assault services, community development, and children's programs.
  • Childcare services: outside school hours care, long day care, and kindergarten services.
  • Pastoral ministries: seafarer's mission, hospital chaplaincy, Indigenous ministry, prison chaplaincy, and prison ministry.
Role Overview

The Practice Quality Assurance Coordinator – Complaints will play a crucial role within the Practice Governance Unit (PGU) to enhance the quality, safety, and supports for clients. This position will work alongside a small multiple-disciplinary team across Centacare services, managing escalated and external complaints, and the complaints management system.

Responsibilities:

  1. Coordinate the Complaint Management System for all Centacare Services.
  2. Manage escalated complaints, allegations of serious misconduct, and external complaints.
  3. Assess and manage immediate risks to client safety and wellbeing in consultation with the PGU and other key stakeholders.
  4. Implement and evaluate corrective actions and remedies in response to identified risks and noncompliance.
  5. Work collaboratively with Centacare and Archdiocesan stakeholders to ensure compliance, conducting assessments and investigations as needed.
  6. Identify and report individual cases of concern, systemic trends, and issues to the General Manager Practice Governance.
Requirements

We seek an exceptional professional with:

  • Bachelor degree in law, health, social science, or relevant discipline.
  • Demonstrated experience working in diverse clinical contexts.
  • High-level understanding of NDIS Quality and Safeguarding Framework, Aged Care Quality Standards, and Human Services Quality Framework.
  • Experience in managing complex client complaints in a large, diverse setting.
  • Commitment to collaborative work, skilfully and sensitively with clients, families, and guardians.
  • Track record in managing reportable incidents, undertaking internal investigations, and developing influential relationships with stakeholders.
  • Superior analytical, problem-solving, written, reporting, and evaluation skills.
  • Organisational and systems thinking skills, with resilience to manage competing demands.
  • Proven ability to exercise sound judgement and decision-making based on evidence.
What We Offer

In recognition of your skills and experience, you'll receive a competitive remuneration package, including:

  • Estimated annual salary: $95,000 - $115,000 AUD
  • 12% superannuation
  • Option to salary package (reduce taxable income)
  • Flexible working arrangements

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