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Investigation Officer, Incidents and Complaints

4 months ago

Macquarie Park, Australia Catholic Healthcare Full time
Job Description

Investigations Officer, Incidents and Complaints 

  • 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 Celebrating 30 years in care in 2024, is a significant milestone, and reaching 5000+ employees is a testament to Catholic Healthcare’s impact within the Aged Care sector. 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. 

Primary responsibilities 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  

The ideal candidate will have highly developed written and oral communication skills, be resilient and have the ability do approach investigations with professionalism and empathy, in addition to;    

  • 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) 

Catholic Healthcare is a leading not-for-profit provider of residential aged care, home and community services and retirement living across NSW and SE QLD. Together, our team of more than 5,000 people are dedicated to our Mission to promote the dignity, life and spirituality of older people through connected and inclusive communities. Our values of compassion, courage & integrity are at the heart of everything we do. 

If you’re looking for a role where you can make a positive & rewarding impact in a great organisation like ours, then we’d love to hear from you. Apply online now. 

Please note that pre-employment checks (including police) will be completed for all preferred candidates before an offer is made. 

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. 


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