Consumer Liaison Officer

Enjoy the benefits of NFP salary packaging - up to $18,550 p.a.
- Come join one of WA's largest Aged Care organisations.
- Permanent Part Time position available

At Southern Cross Care WA we help people live extraordinary lives every day, connected to communities. As a provider delivering care, support and accommodation for West Australians in greatest need, our purpose is clear, and our passion is strong.

Southern Cross Care WA is a place where you can have an extraordinary impact, make an extraordinary difference, and be appreciated for extraordinary contributions.

We hope you will join us and become one of the people who make Southern Cross Care WA an extraordinary place to be.

**About the role and where you will be working**:
The Consumer Liaison Officer plays a key role in promoting a consumer-first culture across the organisation by leading initiatives that enhance consumer engagement and embed person-centred care into everyday practice.

Working closely with internal stakeholders, this role analyses consumer feedback, complaints, and survey data to identify recurring themes and trends. Insights gathered are used to drive strategic improvements in service delivery, ensuring every interaction is an opportunity to enhance the consumer experience.

By fostering strong relationships and championing continuous improvement, the Consumer Liaison Officer supports the organisation's commitment to quality, transparency, and trust.

**We'll also be asking you to**:

- A critical function of the role involves overseeing the recording, monitoring, and timely response to internal and external complaints and information requests. The Consumer Liaison Officer will be expected to produce clear, detailed, and accurate written responses, often of a complex or sensitive nature.
- In partnership with home and senior managers, drive accountability and focus through improved client focussed data, metrics, and reporting.
- Support the organisation's feedback and complaints processes through regular consumer and representative engagement.
- Conducts comprehensive analysis and reviews of consumer feedback and survey results to identify critical themes and trends that will contribute to monthly reports, and the development of strategic improvement plans and deepen consumer engagement.

**About you**:
You're passionate about consumer advocacy and person-centred care. With strong collaboration and analytical skills, you use feedback and data to drive service improvements and embed a consumer-first mindset across teams.

**To be considered for this role, you'll need**:

- Demonstrated ability to follow risk management strategies, identify and report hazards and adhere to work health and safety policies and procedures.
- Prior experience (min 3 years +) working in a similar role.
- Keep up to date with relevant legislation and compliance requirements.

**Working with us**:
At Southern Cross Care WA, we are committed to being an employer of choice. As well as providing a positive and supportive environment, we also offer the following benefits:

- Not-for-profit salary packaging options of up to $15,900 for general living expenses and $2,650 for entertainment benefits.
- Corporate Health Insurance with HBF
- Free employee assistance program
- A diverse range of services which allows professional development and growth
- Paid Parental Leave
- Annual leave starting at 4 weeks
- Carers/personal leave
- Service Awards for long standing employees
- Flexible working environment

**How to apply**:

- Immunisation record (Flu)
- Current WA Drivers Licence
- Hold a satisfactory NDIS Worker Screening Check

**About us**:
Established over 50 years ago, Southern Cross Care WA is a purpose-driven, not-for-profit organisation contributing to social, health and economic development in WA. We do this by enabling the delivery of integrated services in our community for the increasingly complex health, care and accommodation needs of our aging population and those living with mental illness.

Our dedicated and passionate team of around 900 employees and 130 volunteers, deliver care and services to over 3000 West Australians across our residential, retirement village, mental health, community housing and home care portfolio.

Our promise to our clients, residents and each other is to enable extraordinary because we;
**Listen, Act**, **Do not give up, Work as one.**

**Southern Cross Care WA is an equal opportunity employer committed to diversity and inclusion. We also acknowledge the Traditional Owners of the lands on which we work.**

**For more information on the services, we provide visit: scrosswa.org.au