Quality, Risk and Compliance Team Leader

People & Leadership

• Lead the Incident and Complaints Specialists, and provide immediate supervision to them for the day-to-day requirements of their roles. 
• Supervise, coach and mentor direct reports to ensure a high-performing team environment where team members work to their full potential in a complex mobile/remote workforce environment.
• Deliver a high standard of employee experience through a leadership approach that promotes the inclusive culture, vision and values of HomeMade. 

Quality, Risk and Compliance

• Effectively develop, implement and manage quality and risk activities, including internal audit schedules, to ensure organisational compliance with all Approved Provider and legislative obligations. 
• Through audit activities, identify gaps and areas for development and guide the business to formulate effective corrective actions and continuous improvement initiatives. 
• Provide a structured approach and expert support for business teams to continuously update the HomeMade Self-Assessment, ensuring opportunities to strengthen the organisation are identified and promoted, particularly as they relate to the Aged Care Quality Standards..
• Contribute to the development, implementation and maintenance of the organisation’s risk management framework. 
• Review suitability of monitoring and measurement of the service and corporate objectives relating to customer safety, clinical indicators, risk and governance, providing advice to update and improve as required. 
• Work with the Head of Quality and Safeguarding to ensure that HomeMade services and supports are delivered in accordance with the Aged Care Act and the Aged Care Quality Standards. 

Incidents and Complaints

• Lead a team of Incident and Complaint Specialists, supporting them to be a primary point of contact for team members requiring subject-matter expertise on incident and complaint investigation and management.
• Ensure the Incidents and Complaints team are capable and effective in communicating with customers, informal carers and service providers in relation to quality, safety, risk and complaints.
• Lead the Incidents and Complaints team, to operate efficiently using service and technology solutions to achieve key business metrics.
• Monitor, review, and report on incidents and complaints at all levels of the business identifying trends and areas of opportunity.
• Ensure the response, investigation, documentation, reporting and escalation of incidents is managed to a high standard, including fulfilling obligations in relation to reportable incidents for aged care (Serious Incident Reporting Scheme).
• Work in partnership with the Leadership team to ensure that all employees with a responsibility for handling incidents and complaints have received training appropriate to their role.
• Work closely with Service and Support teams to ensure correct foundations are in place to deliver a consistent and high-quality customer service. 

Your Skills & Experience

• Relevant tertiary qualifications
• Demonstrated experience in Home and Community Care, ideally with Aged Care experience.
• Significant experience in organisational accreditation processes, ideally working with the Aged Care Quality Standards.
• Demonstrated experience of guiding and influencing operational teams to effectively implement and address corrective actions and achieve quality improvements.
• Ability to investigate, manage and resolve customer complaints at a Supervisor level and to train others in these skills.
• Demonstrated experience preparing high-quality responses to complaints and incidents to external regulatory bodies. 
• Ability to reach key performance indicators.
• Ability to mentor and coach individuals and teams for success.