Client Incident Co-ordinator

**Date**:10 Feb 2025

**Location**: Osborne Park, WA, AU, 6017

**Company**:Silver Chain Group Limited

**Client Incident Coordinator**
- Permanent full-time opportunity - 76 hours per fortnight
- Hybrid working environment, WFH and the office
- WA or SA working locations - parking provided

**The opportunity**

Silverchain is actively seeking a Client Incident Coordinator to join the Care Governance and Risk team on a Permanent basis.

This role will lead the management of serious client incident and complaints nationally for Silverchain. This role will:

- Coordinate the review of all serious incidents and complaints, supporting investigations, open disclosure, quality improvement and sharing of lessons learned.
- Promote and coordinate rigorous incident review methods, safety initiatives, along with developing best practice programs.
- Collect and analyse data and report to inform decisions in relation to risk management and the development of improvement plans.

**Key responsibilities**

Responsibilities may include but are not limited to:

- Develop, establish and evaluate national strategies to ensure effective management of the client incident and complaint management program for Silverchain.
- Facilitate the conduct of Root Cause Analysis and In-depth Reviews when indicated and ensure action plans for change and improvement are established and implementation monitored.
- Record and report progress against recommendations from the investigation of serious incidents and complaints.
- Provide a key resource to the organisation in monitoring issues of care and clinical incidents and client safety.
- Facilitate the education and ongoing support for serious incidents and complaints and open disclosure across the organisation.
- Lead the evaluation of incident management and open disclosure training modules.
- Promote an organisational culture that allows safety issues to be openly reported, discussed and addressed

**About you**
- Tertiary qualifications in a health-related discipline (ideally Bachelor of Nursing).
- Registration with Australian Health Practitioner Regulation Agency (AHPRA) (Essential).
- Demonstrated analytical capability to identify systemic issues to root cause and create action plans to mitigate and/or eliminate risks or leverage opportunities for improvement.
- Demonstrated analytical skills with the ability to analyse data, identify trends and review systems for process and systemic improvements.
- Demonstrated understanding of open disclosure processes, root cause methodology and management of serious incidents and feedback
- Demonstrated ability to work collaboratively with key stakeholders to implement change and improvements.

**Benefits**
- Competitive salary + Super + the ability to salary package up to $18,550.
- Comprehensive health and wellbeing resources and support.
- Exclusive fitness and health insurance discounts.
- Option to purchase an extra 2 weeks leave per calendar year.
- Paid parental leave of 12 weeks.
- 17% Leave Loading.
- Subsidised gym membership with participating gym partners.

**How to apply**

**About Silverchain Group**

For 130 years, Silverchain has been a leading provider of high-quality health and aged care in the homes and across Australia. It is our ambition to create a better home care system for all Australians.

Join our team of more than 5,800 staff, including corporate staff, nurses, doctors, allied health, care experts and a dedicated research and innovation division, operating as Silverchain, RDNS Silverchain and KinCare. We care for more than 140,000 clients across Australia. We’ll provide you with opportunities to help you develop and grow in your career, with training and education programs to help you achieve your goals.

We reserve the right to commence the recruitment process and extend or withdraw this advertisement prior to the closing date.