Consumer Liaison Officer

**Employment Type**:

- Temporary Full Time

**Hours per fortnight** - 76

**Job Category**:

- Administration - Quality

**Req Id -** 4890

**Join Our Team as a Consumer Liaison Officer (CLO) at Barwon Health**
- Are you passionate about improving patient care and ensuring consumer voices are heard?
- Barwon Health is seeking a dedicated Consumer Liaison Officer (CLO) to facilitate and coordinate complaint investigation, response, and resolution, playing a key role in enhancing patient safety and experience.
- Full-time or part-time options available for a temporary 6 month opportunity

**About Barwon Health**

Barwon Health is one of the largest and most comprehensive regional health services in Australia, providing care at all stages of life and circumstance. Services available through Barwon Health cover the full spectrum from primary care, community services, aged care, rehabilitation, mental health, emergency and acute care. We serve more than 500,000 people through the efforts of more than 9000 staff and volunteers across more than 20 sites. Barwon Health is committed to developing a vibrant culture of education, training and research that advances health and wellbeing for all.

**About the facility**

Our major sites include University Hospital Geelong in Geelong’s CBD, the McKellar Centre precinct in North Geelong, Barwon Health North in Norlane, and residential aged care facilities spanning the region. Comprehensive mental health, community health and dental services are delivered through various programs across the Barwon South West Region, including Torquay and Colac.

**About the role**

As CLO, you will manage consumer feedback, support open disclosure processes, and work closely with the Patient Safety team to drive continuous improvement in service delivery. Your expertise in handling complaints, delivering transparent communication, and supporting patient-centred care will contribute directly to creating a safer, more responsive healthcare environment.

**Key Responsibilities**:

- Coordinate and manage consumer complaints and compliments
- Support Open Disclosure & Statutory Duty of Candour processes
- Advise and educate staff on feedback management

**Qualifications & Skills**:

- Relevant tertiary qualifications in health administration, nursing, social work, or related fields
- Strong communication and problem-solving abilities
- Knowledge of healthcare policies, particularly related to patient safety and complaints management

**Reports To**: Deputy Director Patient Safety & Patient Safety Coordinator

Become a vital part of the patient safety team today

**About the culture**

You will have the opportunity to be part of a highly skilled, professional and dedicated team who take pride in providing high quality services. We promote positive, respectful relationships and strong partnerships within the workplace. Grow and develop your capabilities with Barwon Health’s commitment to professional development.

**Barwon Health staff benefits**
- Excellent working conditions with a high sense of job satisfaction
- A vibrant staff wellbeing program and access to our 24/7 Employee Assistance Program
- Wide-range of professional development opportunities to enhance your career
- Attractive salary packaging benefits. Living expenses capped at $9,010 and meals and entertainment capped at $2,650

**About Geelong** - Derived from the local Wathaurong Aboriginal name for the region Djilang, Geelong is thought to mean ‘Tongue of Land’.
- Geelong offers a range of lifestyle choices including inner city, coastal, suburban and rural homes
- Geelong is home to world class schools and education providers
- Doorstep to the Great Ocean Road, Bellarine Peninsula and the Surf Coast
- Appreciate our vast and abundant parklands, sports and entertainment attractions, and thriving dining and shopping complexes

To learn more about the region, click here.

**Diversity and Inclusion**

We believe in the power of diversity and inclusion. We celebrate the unique backgrounds, perspectives, and talents of our team members, fostering an environment where everyone feels valued and respected.

Our commitment to diversity strengthens our ability to provide compassionate and equitable care to all individuals, regardless of their backgrounds, abilities and identities.

We are committed to the safety and wellbeing of all children and young people. Click here for further information on the Victorian Government’s Child Safe Standards.

We are also proud to be Totally Smoke Free.
- Prior to commencement with Barwon Health, all new employees are required to provide a completed Barwon Health Immunity Status form and have Staff Care clearance._
- This role requires you to provide evidence of a 2025 influenza vaccination._

**Contact person: Keren Day**

**Application closing date: 16th June 2025**

**Position Description