Incident and Complaints Specialist
vor 3 Wochen
This is a Incident and Complaints Specialist role with one of the leading companies in AU right now 🔥 -- Mable -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.
More About the Role at Mable 🧐🧐
As an Incident and Complaints Specialist, you will play a critical role in ensuring the delivery of high-quality services to Clients and Support Providers by effectively managing incidents and complaints in accordance with regulatory requirements and organisational policies. Key Accountabilities: ### **Incident Management** - Receive, document, and assess incident reports promptly and accurately. - Investigate incidents thoroughly, collaborating with relevant stakeholders to gather necessary information. - Analyse root causes of incidents and implement or make recommendations for corrective and preventive actions to mitigate future occurrences. - Maintain detailed records of all incidents and actions taken, ensuring compliance with regulatory standards. ### **Complaint Handling** - Act as the primary point of contact for complaints from Clients, their representatives, Support Providers and other stakeholders. - Handle complaints professionally and empathetically, ensuring timely resolution and effective communication throughout the process. - Conduct impartial investigations into complaints, engaging with relevant parties to gather evidence and reach fair outcomes. - Identify systemic issues contributing to complaints and work proactively to address them, promoting continuous improvement in service delivery. ### **Regulatory Compliance** - Stay abreast of relevant legislation, regulations, and guidelines pertaining to the NDIS and Aged Care sector. - Ensure compliance with regulatory requirements in incident and complaint management and reporting processes. ### **Reporting and Analysis** - Prepare comprehensive reports on incidents and complaints, including trends, patterns, and outcomes. - Provide regular updates to management and relevant stakeholders regarding incident and complaint status, highlighting areas for improvement and risk mitigation. ### **Training and Support** - Deliver training sessions and workshops to staff members on incident and complaint management protocols, fostering a culture of accountability and transparency. - Provide guidance and support to colleagues involved in incident and complaint resolution processes, ensuring consistency and adherence to established procedures. ### **Skills, knowledge, experience** - Experience in a relevant field such as Social Work, Health Sciences, or Public Administration is highly regarded. - Proven experience in incident and complaint management within the NDIS, Aged Care, or similar healthcare settings. - Sound knowledge or a willingness to learn and self educate on regulatory frameworks and quality standards applicable to the NDIS and Aged Care sector. - Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions. - Excellent communication and interpersonal skills, with the ability to interact professionally with diverse stakeholders. - Demonstrated ability to work independently, prioritise tasks, and manage competing priorities effectively. - High level of integrity and confidentiality, with a commitment to upholding ethical standards in all aspects of work. - Emotional Resilience to handle difficult subject matter.
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