Egm Customer Quality And Safeguarding, Livebetter

The Organisation
 
LiveBetter is one of the largest Human Service providers in regional Australia supporting customers across Disability, Aged Care, Child & Family Services, Community Transport, Home Modification and Clinical Services. Operating across over 40 locations in Regional NSW, Queensland and Victoria, LiveBetter provides support and employment to people in the communities they serve.
 
LiveBetter focuses on a person-centred approach to service delivery to ensure contact with customers is caring and empathetic, providing both psychological and emotional safety to ensure people live their best lives.
 
The Opportunity
 
Reporting to the Chief Executive Officer, the EGM Customer Quality and Safeguarding is a key member of the Executive team and will ensure the customer voice is at the heart of the organisation and enhance integration to LiveBetter’s governance, systems and continuous improvement. This role will lead the organisation’s Quality Improvement focus, Safeguarding, Service Delivery Risk Management, Customer Feedback and Engagement, Impact Measurement, Research and Innovation and Social Policy/Advocacy.
 
The purpose of this position is to ensure:

• LiveBetter’s consumers' voice is placed front and centre in the organisation, is heard at all levels, and is an integral part of our governance, systems and continuous improvement.
• Safeguarding and the desired outcomes of the people that LiveBetter support, are enhanced by robust risk and quality management systems, and contemporary practice and clinical governance.
• The LiveBetter strategy, brand and service delivery is underpinned by evidencing the outcomes and impact we achieve, our approach to innovation, research, advocacy and social policy influence.

As the EGM you will encourage an organisation-wide commitment to quality by leading customer-centric services, building collaborative relationships with internal and external stakeholders, building a culture of inclusivity and empower all staff by recognising the importance of individual contributions and analysing and evaluating data to make decisions which address current and future business and human capability needs.

About You
 
As a strategic partner to the CEO, you will coach, advise and influence the organisation with all matters of customer safety and customer satisfaction. You will have the ability to lead and drive change in a growing organisation working with a complex external environment. The successful candidate will have a strong track record in Quality and risk management preferably gained in Disability, Aged Care, Child, Youth and Family, or Community settings. You will have detailed knowledge of the regulatory environment and considerable exposure to contemporaneous safeguarding practices.  
 
With a track record leading service best practice across care in a geographically dispersed Human Services within the community, the successful candidate will have:

• High level leadership and management experience, leading and/or influencing the development of strategic action plans to support the goals of an organisation.
• Well-developed negotiation and influencing capabilities to effectively influence stakeholders, foster collaborative relationships, resolve complex issues, and achieve sustainable outcomes.
• In depth understanding of regulatory standards applicable to the community services sector.
• Demonstrated strong track record in Quality and risk management.
• Experience in dealing with regulators and an understanding of safeguarding.
• Demonstrated ability to develop consumer engagement strategies.
• Demonstrated success in using outcomes to drive practice and organisational continual improvement.
• Proven record of ethical behaviour and a demonstrated commitment to the beliefs, values, and ethics of our organisation.

 What’s on Offer
 
The key function of this role is to create an environment that fosters safety and promotes service delivery that is contemporary, value focused and enhances the lives of some of Australia’s most important individuals. This is a rare opportunity for a care centric individual to join LiveBetter’s Executive in this newly created role and drive customer centric safeguarding principles on a large scale that will enhance the lives of some of Australia’s most vulnerable communities. An attractive remuneration package and benefits will be offered to the successful applicant, including Not-for-Profit salary packaging.
 
How to Apply
For a confidential discussion or role related questions, please contact Amanda Halliday of The Orchard Talent Group on 02 9157 6*** or email ******@orchardtalent.com.au. To apply please submit your current CV via the link. Please note applicants must have a legal right to work in Australia.
 
Applications close Friday, 29th March.