Incidents and Complaints Investigation Officer

Discover a career where care goes both ways
- Based in Macquarie Park, short walk from Metro Station
- 7 Additional leave days per year + Salary Packaging + WFH options
- Collaborative, inclusive, and professional team culture

Exciting things are happening at Catholic Healthcare We’ve grown to 5500+ employees and we’re celebrating our 30th year of providing care in 2024. Our Mission is to promote the dignity, life and spirituality of older people through connected and inclusive communities. To support our commitment of creating a safe environment and providing high quality aged care services, we have an opportunity for an experienced Investigations Officer, to join the team.
Reporting to the Investigations Manager, Incidents and Complaints you will support our Residential Aged Care, Home & Communities, and Independent Living business units, by reviewing and investigating clinical incidents and complaints and supporting positive resolution for complainants. This position will be based in Macquarie Park, with flexibility required to travel across Metro Sydney, Regional NSW & S/E Queensland.
Your curious nature and proactive approach, together with your exceptional interpersonal skills and ability to engage respectfully and influence a broad range of stakeholders, will support your success.
Responsibilities within this role will include
- Investigating and reporting on complaints and clinical incidents in line with CHL frameworks
- Receiving and responding to complaints from older persons, families, and external stakeholders
- Conducting investigations, including gathering evidence, taking statements, conducting interviews
- Documenting complaints, investigation findings and providing recommendations to support positive resolution
- Identifying improvements to support sound investigation practices and reporting on investigation trends and outcomes
- Establishing and maintaining strong stakeholder relationships, coaching and educating operational leads in investigation best practices
- Development of comprehensive reports, analysing data to be included in content
- Identify potential/actual risks associated with complaints and escalate appropriately
- Ensure that all complaints managed centrally are appropriately recorded
- Qualifications or demonstrated recent relevant experience in Complaints Resolution or Regulatory
- Nursing and/or other relevant healthcare/Quality Risk experience - desirable
- Ability to communicate information coherently and concisely to diverse audiences
- Demonstrated ability to prepare and finalise comprehensive, evidence-based responses in accordance with relevant legislation, CHL policies and procedures
- Understanding of best practice complaints management, Aged Care Principles and ACQSC Standards
- Ability to manage and resolve complex complaints
- Demonstrated experience to plan, analyse, assess, manage and escalate risks
- Capacity to work in a busy environment, with competing priorities to deliver agreed outcomes
- Current NSW Drivers Licence (desirable)
- Willingness to obtain a Police Check

What we can offer you as an employee of Catholic Healthcare
- Not-for-profit tax benefits - pay less tax
- Fitness Passport - discounted gym benefits
- Paid Parental leave
- Paid Family leave, additional days off each year
- Long Service leave after 5 years
- A values-based organisation that welcomes applicants from all faiths and backgrounds

If you’re looking for a role where you can make a positive impact in a rewarding organisation like ours, we’d love to hear from you.
Hello Recruitment Agencies, thanks for thinking of us. Right now, we’re looking to fill this opportunity directly so if we do need your assistance we’ll be in touch.