Incident Management

• Develop and implement effective incident management procedures and protocols.
• Monitor, investigate and analyse incidents promptly, ensuring a thorough understanding of the root causes.
• Escalate more serious issues to the Head of Customer Operations as required
• Collaborate with relevant stakeholders to establish preventative measures and strategies to mitigate future incidents.

Complaints Resolution

• Manage the complaints resolution process in accordance with industry regulations and organisational policies.
• Ensure the Incidents and Complaints team demonstrate high quality service when working with clients, their families, and support providers to address and resolve complaints in a timely and empathetic manner.
• Identify trends and patterns in complaints to proactively address systemic issues.

Regulatory Compliance

• Stay updated on relevant legislation, standards, and guidelines pertaining to the aged care and disability sector.
• Ensure that all incidents and complaints processes align with regulatory requirements and industry best practices.
• Develop, implement and manage quality activities to ensure organisational compliance with all legislative obligations and collaborate with regulatory bodies during audits and inspections.
• Provide relevant information to support the Trust & Safety team’s response to formal regulatory requests received by Mable

Leadership

• Supervise, develop and coach the Incidents and Complaints Specialists by setting clear performance goals, conducting regular performance evaluations, and providing timely coaching and feedback for development.
• Ensure all team members feel supported in their roles and are comfortable seeking guidance from above. Develop their understanding and approach, enabling team members to manage similar situations independently in the future
• Provide training and support to staff on incident reporting, investigation, and complaint resolution processes.
• Deliver a high standard of employee experience through a leadership approach that fosters a culture of openness and accountability among team members in reporting incidents and addressing complaints.
• Manage a small caseload of incidents and complaints to develop an understanding of case management
• Serve as the escalation point for your team on complex incidents, complaints and any other cases that they are managing
• Ensure that incident / complaint record quality is of a high standard and accurately depicts the timeline of actions taken by the team

Continuous Improvement

• Identify gaps, areas for development and implement strategies for continuous improvement in incident and complaints management processes.
• Regularly review and update policies and procedures to reflect best practices and evolving regulatory requirements.

Skills, knowledge and experience

• Relevant qualifications in healthcare management, social work, or a related field advantageous.
• Proven experience in incidents and complaints management within the aged care and disability sector.
• Previous experience managing a team.
• Experience of handling challenging conversations with customers.
• In-depth knowledge of relevant legislation, standards, and guidelines.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.- attention to detail, ability to clearly explain decision-making and a skilled use of language are key
• Ability to collaborate effectively with diverse stakeholders.

Personal Attributes

• Compassionate and empathetic approach to client care.
• Strong leadership skills and the ability to inspire and motivate a team.
• Detail-oriented with a commitment to maintaining high-quality standards.
• Adaptable and able to thrive in a dynamic and fast-paced environment.
• Ability to remain calm and composed under pressure