Compliance & Complaints Consultant

**Compliance & Complaints Consultant**

At BaptistCare, we believe in delivering the best possible individualised care by keeping our residents at the centre of all that we do, promoting their dignity and protecting their choices.

**Your Role**

BaptistCare is seeking a Compliance & Complaints Consultant to enhance the quality and safety of aged care services by managing complaints and ensuring compliance with regulations.

Reporting to the Head of Clinical Governance, you will play a crucial part in supporting homes across NSW/ACT and WA by managing responses to complaints from external agencies, such as the Aged Care Quality and Safety Commission.

Your primary responsibilities will include ensuring that all responses and evidence are submitted on time and to the highest standards. Additionally, you will have the opportunity to educate site teams to enhance their ability to effectively respond to complaints and support compliance with the Aged Care Standards and Aged Care Act.

Moreover, you will be instrumental in assisting homes with responses to any reports or requests from the Aged Care Quality and Safety Commission and providing guidance on submissions for the Serious Incident Response Scheme when needed. Tracking timelines for follow-up responses to meet legislative requirements will also be a key aspect of your role.

This role offers a hybrid-working model combining flexibility with collaboration. The team is asked to have a minimum of three days in the office or on-site at a home (so two days working from home). This can be at either Macquarie Park or Norwest. While Wednesday is a day the team tries to come together, it is not a mandatory requirement, as many team members travel to the homes.

**What do we need from you?**
- Qualifications or demonstrated recent relevant experience in complex complaints resolution/management.
- Minimum 3 years’ experience in residential aged care.
- Proven experience and knowledge of accreditation and quality frameworks, and sound knowledge of the Aged Care Quality and Safety Standards.
- A deep knowledge and understanding of aged care policy issues is essential, particularly regarding evidence-based practices, aged care quality systems, funding, and legislation.
- Demonstrated experience in managing the implementation of a continuous improvement program at an organisation-wide level.
- Ability to travel between sites as required, current driver licence. Proficiency in the use of complaints management systems and software essential for effectively handling and resolving customer complaints. Attention to detail in documentation and tracking is also crucial.

**The benefits are endless when you join BaptistCare**
At BaptistCare, we believe that our people are our greatest asset. That’s why we’re committed to providing a supportive, inclusive, and engaging workplace, placing employee wellbeing right at the centre. Our people-first approach has earned us awards for being an exceptional employer, and we’re proud to support our dedicated teams to flourish and grow.

As an employee, enjoy access to salary packaging which may increase your take-home pay, novated leasing, rewards and recognition, programs to support your wellbeing, employee referral program and retail discounts to name a few.

**About Us**
BaptistCare is a leading for-purpose Christian-based care organisation that supports thousands of people across more than 100 locations in NSW, ACT and WA. From humble beginnings in 1944, BaptistCare has grown into one of the nation’s most respected care and community services providers. We create strong and caring communities and place people at the centre of all we do.