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.