_{24th February, 2025}

Client Safety and Quality Care Coordinator job ad draft
  
Centacare is one of the largest not-for-profit organisations in Southeast 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 is 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 Ed Care 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.

Centacare has embarked on a significant change journey to deliver on our promise that ‘It’s more than care, it’s a calling.’ This includes a focus on creating a truly ‘Client First, One Team’ culture; reimagining our organisational design around the needs of clients; and enhancing our capabilities and person-centred approaches to maintain high-quality service delivery into the future.  A number of key strategies are underway to realise this significant transformation.

About the Opportunity

Client Safety and Quality Care Coordinator – Incidents and Complaints will work within the Quality Risk and Governance Unit (QRGU)to enhance the quality, safety and supports to maximise safe quality care and outcomes for clients. The role will work alongside a multiple-disciplinary team across Centacare services and will provide ongoing support in leadership and management of all Centacare Services. The position will require you to work with the Client Safety and Quality Care Manager and Head of Client Safety and Quality Care in the development, implementation and maintenance of the Centacare Services Reportable Incident Management, Complaint Management and Continuous Improvement Systems and processes.

Key Responsibilities:

• Work collaboratively as part of the Reportable incidents team ensuring that the organisation meets Reporting Obligations under relevant commissioning bodies and is aligned with legislation, regulations, standards, contractual and compliance requirements.
• Participate and Support the Client Risk and Safety Review Panels with all relevant stakeholders.
• Complete Data Analytics and Data trending on client safety incidents and identify emerging trends and risk.
• Apply a quality framework to improve service delivery and apply continuous improvement.
• Undertake all formal reporting requirements relevant to the responsibilities of the role, as required by the General Manager
• Coordinate the complaints management process, including internal and external complaints procedures and ensure this is aligned with legislation, regulations, standards, contractual and compliance requirements.
• Coordinate Level 3 complaints, including complaints relating to allegations of serious misconduct and external complaints.
• Act as a lead on organisational complaints management Policy and Procedures
• Work responsively and collaboratively with operations to implement and evaluate corrective actions and remedies in response to identified risks, noncompliance, and areas for improvement.
• Identify and report individual cases of concern, and systemic trends (including data analysis) and issues to the Client Safety and Quality Care Manager
• Undertake research and provide subject matter expertise input into all relevant areas of organisational policy and procedure, and practices.
• Support in the implementation of all relevant organisational policy, procedure and practice.

About you:

• Bachelor degree in law, health, social science or other relevant discipline highly regarded.
• 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 experience managing reportable incidents, including undertaking internal investigations with a high degree of complexity and in a timely and responsive manner.
• Superior analytical, problem-solving, written, reporting and evaluation knowledge and skills.
• Highly developed organisational and systems skills with the capability to prioritise competing demands and deadlines.
• Demonstrated experience and capability to develop and sustain influential working relationships with a wide range of informal, internal and external stakeholders including government and statutory bodies.
• Proven ability to exercise sound judgement and decision-making based on evidence; and
• Ability to obtain and maintain a driver’s licence, Blue Card, NDIS worker screening clearance and rights to work in Australia.

Your personal qualities are equally important as your skills and experience. You will bring the ability to develop respectful and productive relationships with a range of stakeholders, including government and statutory bodies; a collaborative approach; ability to manage competing priorities; and willingness to take personal responsibility for ensuring that in every decision and in every action, we consider the needs of Centacare clients first.

The benefits
  
In recognition for your skills and experience, in addition to working in a professional, supportive environment, that recognises you as a person, not just an employee, you will be provided with a competitive remuneration package, including 12% superannuation and the option to salary package (reduce your taxable income!), plus options for flexible working arrangements aligned to the organisational policy.

For more information or to request a copy of the position description, please email ccs.recruitment@bne.catholic.net.au. 

As part of your application, please include a cover letter outlining your suitability for the role.

Please note shortlisting and interviews will commence as applications are received.

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