Service Quality Officer

Karakan is a long standing and progressive non-for-profit community organisation that specialises in supporting people who experience mental health needs, including those who may have a disability. We believe that people with mental health needs can live a meaningful and fulfilling life and that recovery is possible.

Our leadership and approach to service and support is continually guided by the belief "YOU CAN. WE CAN.” This speaks to the strength and importance of each individual as well as the power of the collective as we work together to build an inclusive community.

We are a leading and well-established provider of psychosocial services with a long and rich history of working with people whose lives have been impacted by mental health challenges. We strive to make a positive impact in lives of people we support as we promote and support inclusion, connection and building resilience in individual lives through our recovery-oriented and trauma informed services. 

Karakan is a supportive employer who is invested in the growth and professional development of its people.  We are seeking the right person with a drive to continue their professional growth and make a truly meaningful social impact.

In 2024 we are expanding our services. We are looking for a suitably skilled and motivated individual for this pivotal role as we grow and develop new and established services.

You will be a current or aspiring quality/safety/risk professional with experience working in the mental health/ human services/ community organisation/ disability support sector, who is person-centred, uses their initiative, can learn and adapt quickly, and is committed to working with our team to build both personal and organisational resilience with a ‘growth mindset’.

You will have relevant tertiary qualification/s and/or two year’s demonstrated effectiveness working in a similar or relevant other role.

Your application should identify your familiarity with quality, safety and risk management frameworks, and that you are looking for an opportunity to contribute: 

• your ability to consistently attend to a level of detail required for reliable, accurate and professional assurance practices 
• your passion for optimising technology to enable people to experience confidence and satisfaction in how they provide and receive service
• your excellent collaboration and organising skills

We are looking for a unique person who has work experience and abilities to help us in :

1. Supporting the demonstration of conformity to external quality certification conditions (registered NDIS provider and Human Services Quality Framework).
2. Assurance activities and the quality of capture, protection, monitoring, retrieval and analysis of critical data e.g., client contacts and decision making, safety and emergency plans, risks relevant to individual needs and related service provision risk mitigations, incidents and complaints.
3. Supporting client and staff information management system platforms implementation and/or improvement.
4. Supporting people to navigate and adjust to systems and process changes.
5. Microsoft 365 including MS Office Suite and SharePoint.

About the role

This is a new role reporting to the Quality and Risk Manager, created to support Service Quality and safety assurance at a time of service growth and systems change, and will make an integral contribution to enabling continuous improvement in service excellence into the future.

Key functions

• Assist service management by facilitating quality and safety compliance assurance activities in scope of Karakan’s service offerings
• Support the Quality and Risk Manager to provide continuous management oversight and review of Service Quality and risk outputs and associated trends
• Actively contribute to teams

This role will perform operational quality assurance activities such as:

• Supporting system and process change and relevant activities to enable improved collection, monitoring and retrieval of Service Quality and safety data 
• Internal audit schedule review, facilitation and related assurance practices
• Improvement of quality documents, data and records control systems
• Maintaining currency of continuous improvement plan, integrated with other operational registers and schedules
• Development, review and supporting the development, review and implementation of processes, work instructions and guidelines
• Supporting preparations for and addressing requirements and opportunities of external quality certification audits
• Providing day to day guidance to support practice standards conformity to various quality indicators, related standards, codes of practice and other relevant community service sector requirements

If this position interests you, please submit your resume stating your interest in joining the Karakan team. Applications will be reviewed as they are received. For a copy of the position description, please email ***************@karakan.com.au

We look forward to hearing from you!