• Attractive salary packaging options available
• Full time, Fixed Term contract until September 2023
• Hybrid working arrangements – Work from the comfort of your own home and our East Perth, WA office!

Dementia Australia is the national peak body and source of trusted information, education and services for the estimated half a million Australians living with dementia, and the almost 1.6 million people involved in their care. We advocate for positive change and support vital research. We are here to support people impacted by dementia, and to enable them to live as well as possible. Our commitment to a shared set of values shapes our decisions, actions and behaviours towards achieving our core purpose and strategic priorities.

• We connect by promoting a people centred way of working and respecting all
• We collaborate in a supportive manner with each other, other teams, clients and external parties
• We commit to our purpose and direction, accountable for our actions and support the innovations, reshaping the way we do things

The Quality and Coaching Coordinator National Dementia Helpline is responsible for providing leadership, support and mentoring to Helpline team members to ensure goals and objectives of the Helpline and other Dementia Australia programs and services are accomplished. The position includes development and maintenance of a continuous improvement and quality framework to support the delivery of quality services to people living with dementia, their families and carers and the wider community.

Reporting directly to the General Manager Service Operations you will also be responsible for:

• Develop, implement, and oversee a Quality/ Continuous Improvement Framework for the National Dementia Helpline.
• Assist with the implementation of administrative procedures that aim at enhancing the efficiency of program contractual requirements.
• Preparation and provision of reports and analytics to inform service improvements for Team Leaders and Management
• Coordinate the onboarding, induction, and training of new Helpline staff, including development of an end of induction achievement review
• Support and develop staff so they undertake their work in accordance with organisational and program priorities, policy and procedures, including the provision of regular training and skill development opportunities.
• Support management and team leaders with monitoring work practices and procedures to improve workflow and efficiencies.
• Implement quality assurance processes including regular call audits, and skills and knowledge reviews

To be successful in the position, you will be a team player, show an absolute commitment to the delivery of high quality services and meet the key selection criteria outlined below.

Key Selection Criteria:

1. Experience in team leadership including mentoring and developing people in a positive inclusive manner across multiple locations. (previous experience within a health contact centre environment will be highly regarded)
2. An understanding of Dementia, Dementia Care, and relevant Service Systems, including My Aged Care and the National Disability Insurance Scheme
3. A high level of verbal and written communication and interpersonal skills
4. Ability to build and lead a positive team culture
5. Exceptional organisational skills including time management and prioritisation
6. Solution focused with a can-do attitude
7. High level of IT competency

Qualifications:

• Tertiary qualifications in a relevant discipline (health/allied health/social services sectors) or relevant experience / qualifications in a quality or continuous improvement position

If you thrive on activity and are looking for the next challenge as part of a dynamic team, we would like to hear from you. In return you will be offered a flexible and supportive environment as well as a number of attractive staff benefits. You will be making a difference in the lives of people living with dementia, their families and friends.

To continue with your application and to view the position description, please click Apply Now. You will be required to provide a cover letter outlining your response to the key selection criteria as well as your weekend shift availability within the application process. You will also be requested to attach a copy of your resume.

Please note:

Applications that do not contain a covering letter that addresses each of the key selection criteria will not be considered.

Dementia Australia reserves the right to close recruitment for this position as needed.