Consumer And Carer Feedback Coordinator
vor 2 Wochen
Posted Monday 16 December 2024 at 7:53 am | Expires Wednesday 15 January 2025 at 8:20 am
14 Month Full-Time Fixed-term leave cover contract (February 2025 to April 2026) Extensive investment in facilities and people supporting our significant service expansion Free On-site Parking A culture where people care A career in the forensic mental health sector is diverse, challenging and rewarding.
A career at Forensicare will be like no other.
If you're passionate about supporting people in their mental health recovery, Forensicare is where you need to be.
You will be a part of a caring and supportive team, making a real difference to people living with the dual stigma of mental illness and offending.
We approach our work with curiosity and a commitment to understanding the unique needs of our consumers and carers.
Working across community, hospital and prison settings, you can learn, apply your specialist skills and advance in your profession.
Together, we can contribute to a more connected, compassionate mental health and criminal justice system.
Job location Our Corporate Office is located at Thomas Embling Hospital just 15 minutes north of the city.
Due to our announced expansion across all Directorates, we have a need for experienced like-minded professionals to join our team to support our growing services.
Our Directorates include Thomas Embling Hospital, Prison Operations and our Community Directorate with highly skilled disciplines including Nursing, Lived Experience, Occupational Therapy, Psychiatry, Psychologists and Social Work.
We have an outstanding L&D and discipline Educator co-hort that continually upskill our already skilled and supportive team.
About the Role: The Consumer and Carer Feedback Coordinator supports clinical operations and program functions, Lived Experience and Quality Systems Team in the initiation, planning, implementation, reporting and evaluation of consumer and carer experience functions inclusive of consumer and carer feedback.
The Consumer and Carer Feedback Coordinator is responsible for coordinating, investigating and responding to complaints on consumer care across all Forensicare Directorates including hospital, community, and prison operations.
This position assists the Quality Systems Manager and Forensicare Executive to maintain compliance with national quality standards, effectively manage external complaints and maintain effective working relationships and Forensicare's reputation with internal and external stakeholders.
Duties: Act as a central contact point for the organisation in relation to all forms of consumer and carer feedback, including complaints received from external agencies. Monitor and respond to emails received to the Feedback inbox, and all calls received to the central feedback phone. Acknowledge all complaints received, including those received via email, post, call to the central feedback phone line, submission of the Forensicare feedback form, and from external agencies. Administration of complaints by logging and updating all consumer and carer feedback on RiskMan and assigning action to the relevant Manager. Coordinate responses by ensuring complaint reviewers understand the complaint and can source evidence to investigate the complaint. Work with Unit Managers and Program staff to ensure all external complaints from regulatory, advocacy and legal representatives have been thoroughly investigated and appropriately responded to within required timeframes. Draft written responses to complaints to a high standard and seek feedback from complaint reviewers and other relevant staff where required. Coordinate and facilitate mediations between complainants and staff, such as members of the treating team, where required, including for complaints relating to restrictive practices. About You: Tertiary degree (or equivalent) in health or relevant field OR extensive experience in complaints management at a high level. Experience in quality management and monitoring related activities with demonstrated experience with effectively managing consumer and carer feedback, including complaints resolution in a health or human services setting. High level interpersonal, communication and influencing skills with a willingness and ability to provide feedback. Highly developed oral and written communication skills to support accurate communication with internal and external stakeholders.
Ability to write professional responses to complainants and quality reports for clinical governance committees. *Please Note - Applications will be reviewed and interviewed as they are received. A culture where people matter.
Excellent supervision and investment in the skill development of all our team members.
Well defined career pathways existing across our Directorates with multi-disciplined Teams.
Salary Packaging Options available – Mortgage, Rent, Car, Expenses
A leading, multi-faceted approach to safety, with unparalleled strategic, practical, individualised and team-based supports to minimise risks and fear and maximise safety and security, underpinned by our workplace health and safety strategy.
Celebration and reward for good performance, through employee recognition.
Access to an employee assistance program – an external, confidential, self-referral employee wellbeing program, for personal or work-related matters.
A mental health and wellbeing program providing psychological, peer support and critical incidence response programs.
Influenza and Immunisation Evidence This position is subject to a Police Check Forensicare is an equal opportunity employer and is committed to attracting and developing a diverse workforce which reflects the community we serve.
We encourage applications from Aboriginal and Torres Strait Islander people, people who identify as LGBTQI, people with a lived experience of disability, as well as people from culturally and linguistically diverse backgrounds.
Forensicare promotes our guiding principles of curiosity, purpose, strong ethics, compassion and fairness; and promotes behaviours that are consistent with these values at all times.
Forensicare is an equal opportunity employer and offers a smoke free environment.
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