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Consumer Engagement Lead

3 weeks ago

Surry Hills, Australia INDEPENDENT COMMUNITY LIVING AUSTRALIA LIMITED Full time

Are you passionate about consumer advocacy & co-design of mental health services? Are you committed to best practice and improved consumer experience? This could be your opportunity to:

- Play an integral role in improving consumer experience & advocacy through supporting high quality, best practice services
- Establish Consumer Advocacy Committee & deliver best practice consumer engagement framework
- Enjoy a supportive work environment in a varied and exciting role including in-person consumer engagement and opportunities to WFH

**ABOUT US**

Independent Community Living Australia (ICLA) is a not-for-profit community organisation delivering mental health recovery services and personalised support to individuals with psychosocial, intellectual and other disabilities as well as those seeking support at difficult times in their life. ICLA offers a wide range of services across the greater Sydney region, from supported residential services to supported mental health services, empowering individuals with independence and inclusion in the community.

ICLA’s mission to deliver personalised support, enabling individual choice to improve people’s lives is achieved by living our values:
**Respect** for all; **Integrity **in what we do; **Accountable **for all we do; and **Results **for those we serve.

**ABOUT THE ROLE**

**Responsibilities**:

- Maintaining ICLA’s consumer engagement framework across ICLA’s range of service offerings, ensuring and reflecting best practice in the market
- Establishing, managing and maintaining a consumer committee
- Analysing consumer journeys, through the collection of quantitative and qualitative data, including internal surveys or workshops and external data sources throughout the consumer journey
- Analysing quality of ICLA’s relevant processes & identifying areas for improvement in consumer journeys & ICLA practice
- Working with relevant stakeholders to ensure changes are timely implemented in the best interest of the consumers
- Advocate for consumer needs, wants and rights
- Reporting to senior management regarding identified improvements, consumer best practice and consumer journey feedback

ABOUT YOU
- Minimum of 3 years work experience in the mental health sector with a focus on consumer needs and wants
- Proven experience in qualitative and quantitative analysis & data collection
- Understanding of compliance requirements and standards in the mental health sector
- Commitment to consumer co-design, advocacy & continuous improvement
- Excellent stakeholder and consumer engagement skills
- Demonstrated initiative, creative thinking, analytical & problem solving skills
- Excellent interpersonal communication skills with people of diverse backgrounds
- Experience in policy and procedure writing
- Current NSW driving license, as well as NDIS WC and First Aid (or willingness to obtain)
- Unrestricted right to work in Australia

Desirable:

- Relevant tertiary degree, e.g., in psychology, social work or community services
- Lived experience of mental health

**BENEFITS**:

- We offer:_
- Charity salary packaging for permanent staff to pay benefits and living expenses from pre-tax salary
- Inclusive and committed culture where everyone’s contribution is valued
- Ongoing learning and development opportunities
- Flexible working practices
- Paid Parental Leave

HOW TO APPLY

Are you passionate about consumer advocacy & co-design of mental health services? Join ICLA & support best practice service & improved consumer experience
- Improve consumer experience through advocacy & in-person consumer engagement
- Drive consumer co-design of best practice, high quality services
- Exciting full time role | Friendly supportive team | Greater Sydney travel & WFH