Consumer and Carer Experience Coordinator

Location: Melbourne

Job type: Full time

Organisation: Forensicare

**Salary**: Salary not specified

Occupation: Accounting, Administration/Secretarial, Communications, Marketing and Media, Health and Allied Health, IT and Telecommunications, Medical and Nursing, Occupational Health and Safety, Other, Strategic Management

Reference: 16204
- **Newly created ongoing role responsible for strengthening consumer and carer feedback management.**:

- ** Full Time Ongoing role**:

- ** Salary $119,714 per annum (Classification-HS7) + 11% Super + Benefits (Salary packaging. etc)**:

- ** Extensive investment in facilities and people supporting our significant service expansion**:

- ** A culture where people care**

**Job location**

This role reports to the Manager Quality Systems. The Quality Systems team are based at the offices of the Community Forensic Mental Health Service (CFMHS) in Clifton Hill, 15 minutes from Melbourne's city centre. However, as this role works across all Forensicare Directorates, you will be required to work at other sites as required.

**About the Role**:

- The Consumer and Carer Experience Coordinator is responsible for supporting clinical operations and program staff, Lived Experience and Quality Systems teams through the initiation, planning, implementation, reporting and evaluation of consumer and carer experience functions inclusive of consumer and carer feedback. The role is responsible for assisting in the investigation and response to complaints on consumer care across all Forensicare Directorates including hospital, community, and prison operations. This position will be instrumental in maintaining effective working relationships and Forensicare's reputation with external stakeholders.

**Duties**:

- Act as a central contact point for the organisation and external agencies in relation to all forms of consumer and carer feedback
- Receive and log all consumer and carer feedback on Riskman and assigning action to relevant Managers.
- Ensure all external complaints from regulatory, advocacy and legal representatives have been thoroughly investigated and responded to within required time frames.
- Ensure that final complaint responses are of a high standard and provide feedback on changes where required.
- Where required will facilitate comprehensive complaint investigations deemed high risk to the organisation.
- Co-ordinate and support consumer and family meetings as required to enable feedback resolution including those required to meet Open Disclosure and Duty of Candour Legislation requirements.
- Produce quality reports and Dashboards for Directorate, Executive and Board on status of complaints, compliance progress, themes and trends, and areas for improvement.
- Actively participates in Clinical Governance Committee meetings and be an active member of the Consumer Advisory Group and the Family and Carer Advisory Group Committees.
- Engage in opportunities to inform consumer and carer experience improvement initiatives based on analysis of data.
- Work with the Quality Systems and Clinical Education teams to provide training to staff on complaint processes.

**About You**:

- You will have experience in quality and monitoring related activities with demonstrated experience in effectively managing consumer and carer feedback, including complaints resolution, in a health or human services setting.
- High level interpersonal, communication and influencing skills with proven ability to provide feedback.
- Highly developed oral and written communication skills with demonstrated ability to write professional responses to complainants and quality reports for clinical governance committees.
- Strong analytical skills with proven ability to synthesise a range of data, identify themes and trends and call out opportunities for improvement.

**What you need**:

- Ability to utilise electronic patient care management systems and incident and complaint management databases including Riskman.
- A strong understanding and respect for privacy, confidentiality, and data security
- Demonstrated ability to effectively plan, organise and manage conflicting priorities and competing deadlines.
- Demonstrated ability to work autonomously while part of a wider, multi-disciplinary team.

**A culture where people matter.**
- Excellent supervision and investment in the skill development of all our team members.
- Well defined career pathways existing across our Directorates with multi-disciplined Teams.
- Salary Packaging Options available - Mortgage, Rent, Car, Expenses
- A leading, multi-faceted approach to safety, with unparalleled strategic, practical, individualised, and team-based supports to minimise risks and fear and maximise safety and security, underpinned by our workplace health and safety strategy.
- Celebration and reward for good performance, through employee recognition.
- Access to an employee assistance program - an external, confidential, self-referral employee well being program,