Homemade Quality, Risk and Complaints Manager

**This role is for HomeMade - a related entity of Mable**

HomeMade is a related entity to Mable: we operate as a completely separate business but have a shared vision for self-management. HomeMade is transforming home care in Australia through our creative approach, designed to support people in achieving their goals while living at home.

We are an approved provider that specialise in self-management and partner with our customers to create a support plan to meet their needs and optimise their funds. Our approach keeps people in control of their package, funding, and support.

A newly created role has been designed to support HomeMades rapid growth and transforming the aged care sector through self-management.

As our Quality, Safety, Risk and Complaints Manager, your key objective will be to assess and manage business risks in our decisions. You will drive an effective, fit-for-purpose risk and safety framework to safeguard our customers and ensure business improvement. You will need to design and implement our framework in the context of relevant standards, legislation and our self-managed business model.

.The Role is Split into Three Areas of Deliverables:
**Quality and Risk**:

- Create and lead the foundations for a safe, reliable customer-centred self-management environment with an open and just culture.
- Oversee the implementation and maintenance of the company’s risk management framework
- Partner with internal and external teams to develop and drive HomeMade’s strategy and approach to safeguards, compliance and moderation in the service and platform
- Ensure the service and corporate objectives are being achieved relating to customer safety, clinical improvement, risk and governance.
- Work with cross-functional teams to ensure the delivery of HomeMade services are following the Aged Care Act and Aged Care Quality Standards
- Participate in, contribute to and implement quality improvement and risk management in all aspects of service, including policies and standard operating procedures
- Undertake independent gap analysis evaluations of the effectiveness of internal compliance systems and processes and identify and advise on areas of concern to the Executive.

**Incidents**:

- You will be a primary point of contact for consumers, informal carers and service providers in the HomeMade network in relation to quality, safety, risk and complaints.
- Using a risk-focused and scalable approach, expand HomeMade’s proactive detection capability and systems across abuse and neglect of customers.
- Monitoring, reviewing, assessing and responding to incidents and complaints at all levels
- Ensure the response, investigation, documentation, reporting and escalation of incidents is managed to a high standard, including fulfilling obligations in relation to reportable incidents, aged care, disability, working with children and other requirements.

**Feedback & Complaints**:

- Lead the team of Incident & Complaints specialists and [moderation analysts] to operate efficiently and achieve key business metrics
- Work closely with the service and support teams to ensure a consistent and high level of customer service
- Developing and delivering training programs
- Ensure that all employees with a responsibility for handling incidents / complaints have received training appropriate to their role

**Your Skills and Expertise**:

- Relevant tertiary qualifications in Finance, Risk and/or Legal disciplines
- Experience working in clinical risk management in a leadership position
- Demonstrated ability to build and implement quality, risk and complaints frameworks.
- Knowledge of customer service principles including metrics and tools
- A good understanding of dispute and conflict resolution practices
- Ability to identify opportunities for process optimisation and take ownership for the end to end design and execution
- Enjoy working in a fast-paced environment and building relationships across multiple teams

**Who you will be working with**

You would be joining our team, a group of people who know they can make a difference to their customers. We are an efficient, contemporary, and customer-focused business that works in a Supportive family-friendly working environment. Our teams live the HomeMade values in all they do towards this:
**PUT PEOPLE FIRST**: People and relationships matter most

**FOSTER FREEDOM**:Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions

**DO THE RIGHT THING**:What is fair, honest, open, ethical, and transparent

**BE BOLD**: With a vision to imagine and create a brighter future

**Benefits of Working at HomeMade**

Work remotely for a disruptor in the Aged care industry

Supportive family-friendly working environment

Remote working or Hybrid work
- depending on what suits your circumstances

Career development opportunities

**Floating Public Holidays **Our Floating Public Holidays policy is just one way the company demon