Feedback Manager

**About us**

HammondCare is a not-for-profit, values-based organisation that is passionate about improving the quality of care for people in need. As one of Australia’s most innovative health and aged care providers, we aim to set the global standard of relationship-based care for people with complex needs. HammondCare provides care primarily through hospitals, residential care homes and home-based care as well as services for dementia support, community palliative care, rehabilitation, positive aging and older persons’ mental health.

**About the role**

The Feedback Manager ensures the implementation, ongoing operation and continuous improvement of the HammondCare feedback system and the quality of care and service. This role is critical to the ongoing success of our services and seeks to continually monitor and improve how we manage feedback across all HammondCare services and portfolios. Success in this role will be demonstrated by improvements in the management and resolution of feedback across all operational and enabling services.

**_ This role is based at St Leonards and has working from home options with flexibility to work from other HammondCare sites if required._**

**What we can offer you**

We care about your wellbeing at HammondCare and as a result offer a wide range of health and lifestyle benefits including:

- NFP salary packaging ($15,900 tax free) plus meals and entertainment benefit (up to $2,650 tax free)
- Additional leave purchase options and 14 weeks paid parental leave
- Flexible working options, including hybrid arrangements
- Discounts on everyday products and services
- Discounted healthcare memberships - access to network of fitness centres and pools for employees and families
- Free access to independent counselling support for employees and families
- Health & Wellbeing programmes
- Reward & Recognition programmes
- Referral bonuses
- Career and professional development opportunities

**Key Responsibilities include**
- Overseeing the implementation of the feedback policy and processes ensuring they are effectively implemented in all operational and enabling areas
- Working with services to identify and resolve feedback and provide advice and assistance to ensure complaints are managed in a sensitive, intelligent and measured way
- Communicating with a variety of audiences including staff, residents, clients, patients and their representatives, and other stakeholders such as government bodies over the phone and in writing
- Provide support and guidance in the investigation of complaints and development of improvement plans or projects to address deficits in care or service
- Liaising with external complaint bodies including the Australian Aged Care Quality and Safety Commission, to provide information and work with them to resolve the concerns of complainants
- Monitoring feedback to identify trends and emerging risks and ensure these are escalated for review and action as required
- Identifying and escalating key sentinel events which may occur in the context of feedback management
- Supporting the Head of Quality and Risk to report on formal complaints to the HammondCare Leadership Team and Board as required

**About You**
- Demonstrated experience working in a fast paced role where you have supported the management of feedback and resolution of complaints
- A relevant health or care related tertiary qualification
- Experience working with a team of skilled professionals
- Strong interpersonal and communication skills including high level written and oral communication, negotiation, customer focus and solution focused skills
- Strong administrative and computer skills
- Ability to work independently and as part of a wider team
- Experience and knowledge of Health and/or Residential Aged Care, continuous improvement, quality management and/or accreditation standards and processes _(desirable)_
- Demonstrated experience managing enquiries from and coordinating responses to government/regulatory bodies _(desirable)_

**To Apply**

**Pre
- Employment Checks**
- All short-listed applicants will be asked to consent to a criminal record check and references._
- HammondCare is committed to creating an inclusive workplace that promotes and values diversity and inclusion. We strive on creating an equal employment environment where everyone from any background can be themselves._