Investigations and Continuous Improvement Lead

**Purpose of the role**
The primary purpose of this role is to conduct investigations into client related NDIS and Office of the Children’s Guardian (OCG) reportable incidents, complaints, and alleged breaches of both the Achieve Australia and NDIS Codes of Conduct.
Analyse patterns and trends of reportable and non-reportable incidents, to identify and mitigate the risk of harm to participants and support the improvement and quality of supports and services. Support operations and senior management in the continued implementation, monitoring and support of our Continuous Improvement Framework related to client practice across Achieve Australia.

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Why join team Achieve?*
For many of our staff making a real difference to the lives of people with disability and working with a great, supportive teams is its own reward.
We appreciate that, but we want our team to know that we value them so offer benefits such as:

- Salary sacrifice options including Fringe Benefits Tax and car leasing
- Access to personal and financial counselling for you and your family
- A range of paid leave and flexible working options
- Support to stay fit and healthy with fitness memberships and access to wellness programs.

**At Achieve it’s more than just a job.**
You have the chance to change lives and bring inclusion to life every day.
Our focus is our people; the people we support, and the team we employ, that we value most. We offer a career you can be proud of and a place where you feel safe to be yourself. We invest in our workforce and appreciate the rich diversity they represent of life experience, languages and culture.
Achieve has been providing services to people with disability since the 1950s. Today, we are a registered NDIS provider offering integrated clinical, health, social and disability services in accommodation, community participation, supported employment and support coordination services in the Greater Sydney and in Northern Rivers regions in NSW.
**About the role**
- Provide expert advice and input to the Executive General Manager, Customer, Practice and Quality on the development and implementation of the investigation functions’ policies, practices and procedures to meet governance, quality management and client safety requirements.
- Conduct objective, timely, and accurate investigations into allocated incidents, allegations and complaints to ensure compliance with the NDIS Practice Standards and the organisations policies, procedures and regulatory requirements.
- Build and maintain strong working relationships within the Customer, Practice and Quality team as well as other business functions to enhance operational effectiveness and efficiency.
- Develop and maintain effective and professional working relationships with internal and external stakeholders, mentoring and coaching frontline management to build capabilities in investigations and complaint handling to facilitate high quality client outcomes.
- Provide detailed objective reports on investigations to the appropriate business unit to prepare recommendations to inform executive management decision making.
- Assist the Executive General Manager Customer, Practice and Quality in preparing draft responses to requests from relevant government agencies and other external stakeholders regarding client incidents.
- Undertake analysis of patterns and trends of incidents to identify and mitigate client risk and improve the quality of supports and services delivered.
- Work in consultation with the Executive General Manager Customer, Practice and Quality to manage the Continuous Improvement Framework and support all business units in its implementation.

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**About you**
The suitable incumbent would have:

- Tertiary qualifications or equivalent experience in a relevant discipline.
- Demonstrated experience in conducting investigations into client related incidents, allegations, and complaints.
- Sound knowledge and understanding of legislation and regulations governing the disability sector.
- Previous experience investigating serious incidents and complaint resolution and reporting.
- Strong consumer focus and drive to support delivery of people with disability to achieve their goals.
- Ability to identify and contribute to continuous improvement opportunities.
- Excellent communication (written and verbal) and interpersonal skills with the ability to negotiate and influence a range of stakeholders.
- High degree of empathy and experience in resolving difficult and complex complaints.
- Strong working knowledge of the disability industry including the Disability Practice Standards and Quality Indicators.
- Experience and understanding of the NDIS Quality and Safeguards Commission and associated provider registration requirements

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Pre-employment checks: *
We have a Covid-19 Safety Plan to support our vulnerable clients and our workforce. It is a condition of employment to be fully vaccinated for Covid-19.
**How to apply**:
To register your interest,