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SalaryThe Practice Quality Assurance Coordinator (PQAC) - Complaints will work within the Practice Governance Unit (PGU) to enhance the quality, safety and supports to maximise outcomes for clients. The role will work alongside a small multiple-disciplinary team across Centacare services and will provide ongoing management of escalated and external complaints and the complaints management system, providing support across all service streams.About CentacareCentacare is one of the largest not-for-profit organisations in South East Queensland. We employ more than 3000 people and volunteers across 200 locations, and have a proud, 60-year tradition of responding to the diverse needs and aspirations of people in the many local communities of which we are a part.At Centacare, care is a calling. Our people share a commitment to doing whatever they can to ensure that everyone in their communities are not just cared for, but cared about, in ways that help them live their fullest lives. Across aged care, community and pastoral care, disability care, Early EdCare and family and relationship care our teams walk alongside people, providing the support they need to achieve their goals.
Centacare services include:
- Aged care and disability services including a range of home care and home safety services, supported independent living services, respite services, transport and community services.
- Family relationship services, including relationship education, counselling, family dispute resolution, domestic and family violence services, sexual assault services, community development and children’s programs.
- Childcare services, including outside school hours care, long day care and kindergarten services.
- Pastoral ministries, including seafarer’s mission, hospital chaplaincy, Indigenous ministry, prison chaplaincy and prison ministry.
The role of Practice Quality Assurance Coordinator – Complaints will:
- Work alongside a small multiple-disciplinary team across Centacare services and will provide ongoing management of escalated and external complaints and the complaints management system, providing support across all service streams.
- Coordinate the Complaint Management System for all Centacare Services
- Coordinate escalated complaints, complaints relating to allegations of serious misconduct and external complaints.
- As necessary, manage immediate risks to a client’s safety and wellbeing in close consultation with the PGU and other key senior operational and organisational stakeholders
- Work responsively and collaboratively with operations to implement and evaluate corrective actions and remedies in response to identified risks, noncompliance, and areas for improvement.
- Work collaboratively with Centacare and Archdiocesan key stakeholders to ensure appropriate compliance actions, including undertaking assessments and investigations –where this is in the scope of PGU responsibilities.
- Identify and report individual cases of concern, and systemic trends (including data analysis) and issues to the General Manager Practice Governance including recommendations for service improvement.
You will have:
- Bachelor degree in law, health, social science or other relevant discipline highly regarded.
- Demonstrated experience in working in diverse clinical contexts
- High level understanding, familiarity and experience in the application of the NDIS Quality and Safeguarding Framework, Aged Care Quality Standards, and Human Services Quality Framework.
- Demonstrated knowledge, skills and experience in managing complex client complaints in a large and diverse client services setting
- Demonstrated commitment in working collaboratively, skilfully and sensitively with clients, families and guardians.
- Demonstrated track record and knowledge in managing reportable incidents, including undertaking internal investigations of a high degree of complexity, and in a time driven and responsive manner.
- High-level commitment and dedication to supporting the best possible outcomes for clients with diverse needs, complexities, goals and expectations.
- Demonstrated experience and capability to develop and sustain influential working relationships with a wide range of informal, and internal and external stakeholders including government and statutory bodies.
- Superior analytical, problem-solving, written, reporting, and evaluation knowledge and skills.
- Highly developed organisational and systems thinking skills and the capacity and resilience to manage competing demands and deadlines.
- Proven ability to exercise sound judgement and decision-making based on evidence
- Dedication to achieving exceptional outcomes for clients
- Knowledge of and commitment to Catholic Social Teachings
- Strong commitment to Social Justice
- Organised, systematic, thorough, accurate and disciplined
- Relationship Builder
- Excellent time management
- Ability to obtain and maintain a current driver’s license, blue card, criminal history check, NDIS Worker Screening Clearance and evidence of rights to work in Australia.
For more information or to request a copy of the position description, please email recruitment@bne.catholic.net.au.As part of your application, please include a cover letter outlining your suitability for the role (no more than 2 pages).Applications must be received no later than close of business 7 July 2024.The Archdiocese of Brisbane has standards of conduct for workers to maintain a safe and healthy environment for children. Our commitment to these standards requires that we conduct working with children checks and background referencing for all persons who will engage in direct and regular involvement with children and young people (0 – 18 years) and/or vulnerable adults. The organisation is fully committed to child safety and has a zero tolerance to abuse of children or vulnerable adults.
