Quality and Service Improvement Specialist

**Quality Service and Improvement Specialist (QSIS) Application Closing date, 8th September 2024**
- Full time perm role - Work from North Parramatta OR Sydney CBD + flex work model
- Quality Champion: Lead and coach service streams to elevate quality systems and processes, ensuring excellence in service delivery.
- Make a valuable difference every day as your expertise will help us make a lasting impact.
- Excellent base salary + Super and NFP Salary Packaging benefits - (extra 18,550 tax free)

**Location: North Parramatta (with free off-street parking) OR Sydney CBD close to all public transport**

Uniting is looking for a dedicated Quality and Service Improvement Specialist to join our team. This role is perfect for someone experienced in service management who is ready to lead quality performance and drive initiatives that truly make a difference.

**The Role**:
As the Quality and Service Improvement Specialist you'll be responsible for contributing to the development of Uniting's continuous improvement and quality management initiatives within the Customer, Governance and Risk Directorate. The role directly reports to the Head of Quality and Service Improvement and works closely with Uniting’s Communities and Seniors Directorates to support the NDIS Quality and Safeguarding framework as well as working with our Disability and Uniting Counselling and Mediation portfolios. Promoting a continuous improvement culture and a commitment to service excellence and outcomes for people

**Your responsibilities will include**:

- Leading and coaching service streams to develop and evaluate quality systems and processes in accordance with Uniting's Quality Management Framework.
- Collaborating with service streams to develop, implement, and monitor quality assurance programs to enhance service quality and outcomes.
- Preparing for accreditation, licensing, funding, and program requirements
- Understanding of NDIS Quality and Safeguarding Framework and experience with the implementation of NDIS practice standards
- Develop, support and monitor service stream continuous improvement initiatives. This includes recording and tracking recommendations and required improvements arising from a broad range of activities. i.e. analysis of incidents and complaints, internal quality audits, external audits and regulator feedback/ direction
- Undertake review of incidents and Complaints
- Identify improvement opportunities and support continuous improvement processes.
- Ensuring compliance requirements are measured and met by working closely with service streams.
- Supporting and monitoring continuous improvement initiatives, including tracking recommendations and improvements resulting from various activities.
- Understand and remain abreast of regulatory/legislation, changes and reforms related to your area of work.
- Provide Subject Matter expertise support to initiatives and projects arising from sector reforms or critical incidents requiring Directorate review and response. These may include involvement in Root Cause Analysis approach and responses
- Building and maintaining strategic, collaborative working relationships across business and shared services functions.

**Who We're Looking For**:

- A positive attitude and a commitment to continuous improvement
- Bachelor's qualification or equivalent in Quality, Business, or Social Sciences.
- Minimum of 5 years' experience in your field of expertise.
- Proven experience with quality frameworks and managing of quality systems.
- Experience with accreditation of quality standards in the Health and Community Sector.
- Experience in delivering services in the Human Services Sector.
- Strong analytical skills along with experience in quality auditing, data analysis, and using data to inform improvement plans.
- Strong administration and report writing skills
- Excellent organisational, written, and verbal communication skills.
- Skilled at navigating a complex organisation, forging relationships, and managing through influence rather than direct authority as required
- **Drivers' license and own motor vehicle is required as there will be planned travel between NSW and ACT.**

PD Quality and Service Improvement Specialist

**What We Offer You**
- A rewarding career with a leading human services organisation.
- Up to $18,550 NFP salary packaging available.
- Access to our U rewards program with exclusive discounts.
- Flexible work hours for work-life balance.
- Access to Fitness Passport - Live your best life.
- A supportive and inclusive and collaborative work environment.
- Opportunities for professional growth.
- Purchase of additional leave.

**About Us**:
When you’re part of Uniting NSW.ACT, you’re part of a diverse, purpose-led team of people who are really making a difference to the world around them.

We contribute to the work and mission of the Uniting Church in NSW and the ACT through social justice advocacy, community services and spiritual care. We provide care