Due to recent promotion, we are now seeking a Continuous Improvement Officer to join our team in our new offices in Cranbourne West.

Purpose of the role:

Maintain and improve a quality management system which achieves continuous improvement in the quality of service delivery, in collaboration with the Quality and Compliance Manager and HR and Communications Manager.

• Maintain the Feedback and Complaints Register, Incidents Register, Continuous Improvement Register and Hazards Register
• Solicit feedback through regular surveys of clients and staff (the latter in collaboration with the HR & Communications Manager).
• Maintain and develop the Continuous Improvement Plan and monitor progress of all elements.
• Organise, direct and minute, regular Continuous Improvement meetings.
• Make recommendations to the updating of policies and processes based on best practice and issues identified in the Continuous Improvement Plan.
• Work with the HR & Communications Manager to identify and act on opportunities to train staff and increase the knowledge and skills levels of support workers and other staff.
• Ensure that staff welcome and encourage feedback from clients and care stakeholders and receive complaints in a professional and respectful manner.
• Ensure that support workers understand what constitutes an “incident” and understand the necessity and method of reporting incidents.
• Monitor missed shifts, staff messages on rostering software and team compliance in forwarding feedback received.
• Occasional project work and assistance in related areas, as determined by the Quality and Compliance Manager and HR and Communications Manager.
• Service Outlet Authority – assisting the Programs Manager with reporting of restrictive practices on RIDS.
• TAC/WorkCover Compliance Supervision – maintaining an overview of TAC/WorkCover compliance and reporting concerns and progress to the Programs Manager and Quality & Compliance Manager

Key Skills and Abilities:

• Passion for supporting individuals and families
• Commitment to organisational excellence
• Strong verbal and written communication skills
• Ability to develop rapport with internal and external stakeholders
• Effective time management
• Ability to manage competing priorities
• A good command of the MS Office suite and comfortable with IT

Knowledge required:

• A thorough understanding of Program compliance, in relation to complaints and incidents for NDIS/HCP/TAC.
• UN Convention on the Rights of Persons with Disabilities.
• UN Convention on the Rights of the Child.
• Victorian Charter of Human Rights and Responsibilities.
• All company policies and procedures in relation to client safety, complaints and incidents.
• Best practice in relation to client safety, complaints and incidents.