• Part time - 0.65 EFT

Company

For more than 20 years, people in Australia have placed their trust in Beyond Blue as a reliable source of mental health information, support and hope.

We are one of Australia’s most well-known, trusted, and visited mental health organisations. We never take this for granted. With that comes a deep responsibility to listen, to understand people’s needs and aspirations, and to ensure they are at the heart of everything we do.

We are a big blue door for many in the community: a safe and reliable place for millions of people to access information, advice and support – whether they’re well and want to stay that way, unsettled or struggling and need support, or in recovery and want to reconnect.

About this Position

The Feedback and Incident Officer (Monday to Friday, 10am to 3pm) responds to and manages complaints, feedback, incidents, requests for information and other community queries in a timely, empathetic and considered manner. The role works collaboratively with Beyond Blue’s third-party service providers to close complaints in a timely manner.

The Feedback and Incident Officer analyses data and outcomes and provides advice and reports to inform continuous improvement which supports improved service delivery directly to the Senior Mental Health Practitioner and the Quality and Safety Manager, Quality and Safety Team as well as the Mental Health Advisor.

The role works with all teams at Beyond Blue to support the broadening of the feedback funnel to ensure that voices from across the community are captured including donors, community members, service users, care recipients, supporters and other target groups.

In responding to people living with a mental health condition the Feedback and Incident Officer works closely with the Mental Health Advisor to ensure the person receives appropriate and timely support. The role triages and refers all internal incoming messages from the Beyond Blue website.

The Quality and Safety Team at Beyond Blue supports the key strategic goal of integrity so the community has trust and confidence we operate with integrity and will make an impact. This means ensuring we are transparent and inclusive, and our workforce is skilled and engaged. Additionally, this role assists all teams across Beyond Blue to achieve our Strategy 2023+ goals of Understanding, Supporting, Connecting and Leading.

The role

The key duties of the role includes:

Community Response

• Monitor and triage requests that come through to the Beyond Blue head office.
• Manage the process and coordinate a response to the community contacting the Beyond Blue Head office with complaints, incidents, and personal information requests. Following appropriate processes and ensuring each is actioned and responded to in timely manner.
• Work with the Mental Health Advisor to respond to people contacting Beyond Blue head office in distress when this cannot be actioned by the Support Service.
• Work with external and internal stakeholders to ensure that requests are appropriately and empathetically managed and responded to.

Complaint and Feedback Management

• Receive and Acknowledge Complaints: Log and acknowledge receipt of customer complaints through various channels (phone, email, in-person).
• Investigate Complaints: Conduct thorough investigations to understand the root cause of complaints, gathering relevant information and documentation.
• Liaise with Departments: Work closely with other departments including Beyond Blue’s third-party service providers to resolve complaints, ensuring that all parties are informed and involved in the resolution process.
• Communicate with Complainants: Provide regular updates to complainants on the status of their complaints and the steps being taken to resolve them.
• Implement Solutions: Develop and implement effective solutions to address complaints and prevent recurrence.
• Maintain Records: Keep detailed records of all complaints, investigations, and resolutions for reporting and analysis purposes.
• Analyse Trends: Identify and analyse trends in complaints to recommend improvements in processes, products, or services.
• Compliance: Ensure all complaint handling processes comply with relevant regulations and company policies.

Internal Information and Education

• Support Beyond Blue business areas to identify possible feedback opportunities.
• Promote the feedback and complaints system and its function in relation to improvement.
• Provide training to staff on the complaint handling process.
• Provide training to staff on the Open Disclosure policy and process.

Personal Information Requests

• Respond to community and legal requests for personal and health information.
• Follow the existing process for personal information requests.
• Liaise with third party providers to ensure information is provided and available in a timely manner.
• Identify areas where processes can be improved.
• Provide regular reports on requests.

About you

To be successful you will have:

• A Bachelor Degree in allied health or humanities desirable.
• Experience managing complaints and feedback in complex environments.
• Experience in the community services sector, mental health experience preferred.
• Excellent communication and interpersonal skills;
• Strong problem-solving and analytical abilities;
• Ability to handle difficult situations with empathy and professionalism;
• Commitment to privacy and confidentiality;
• Attention to detail and strong organisational skills;
• Ability to apply processes and identify opportunities for improvement;
• Excellent written and verbal communications skills, presentation skills;
• Ability to work autonomously without direct supervision.

Culture & Values

Our values are the unseen drivers of our behaviours and ultimately become the organisational culture.

• We're focused
• We're brave
• We rise
• Together

Beyond Blue is committed to fostering and preserving a workplace that values diversity and inclusion. We aim to grow and thrive as a diverse team with individual differences, life experiences, knowledge, self-expression, and talents. In recruiting for our team, we welcome the unique contributions that you can bring in terms of education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, colour, religion, ability, sexual orientation, and beliefs.

How to Apply

To apply, applications should include a current CV with a cover letter that addresses how your qualifications, skills and experience would be attributes to the position and why you would consider yourself to be a cultural addition to Beyond Blue. For detailed information about this position including the closing date, please refer to the position description attached below.

Preferred candidates will be required to undertake pre-employment screening, including a National Police Check and where required, a Working with Children Check.

We encourage early applications as interviews may commence before the closing date. All applications will be treated with strict confidentiality.

A position description is attached.