Consumer Experience & Volunteer Engagement Lead

Macquarie University Health; Ryde; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

12% Superannuation

Salary packaging benefits

Job summary

Macquarie University Health seeks a Volunteers, Consumer Partnership and Experience Manager to lead and grow its volunteer program, ensuring governance, rewarding engagement, and meaningful consumer participation in service planning, redesign, education and research. You will partner with clinical and academic teams to translate consumer insights into improvements.

The role focuses on building structures for consumer partnership, recruiting and supporting volunteers, and driving engagement

Qualifications

• Relevant tertiary qualification or equivalent experience in volunteer services, consumer engagement, patient experience or quality improvement.
• Experience establishing consumer participation structures (advisory committees, volunteers) and enabling co-design to improve services.
• Experience designing roles, recruitment, onboarding, training and developing staff or volunteers.
• Strong governance and operational risk management knowledge including privacy, confidentiality, WHS and infection controls.
• Excellent written and verbal communication with ability to influence clinical leaders and executives.

Responsibilities

• Lead the volunteer program end-to-end: strategy, design, recruitment, onboarding and day-to-day coordination.
• Maintain volunteer policies, scope-of-practice boundaries, escalation paths, and WHS/patient-safety alignment.
• Coordinate volunteer training, mandatory education, supervision, feedback and recognition activities.
• Support the Consumer Advisory Committee: recruitment, agenda development and stakeholder liaison.
• Develop broader consumer engagement mechanisms aligned to the Consumer Partnership Framework and Action Plan.
• Apply experience-based co-design methods and monitor experience measures with regular reporting to governance.

Skills

Volunteer program design

Consumer engagement

Governance & risk management

Communication

Staff training

Rostering systems

Privacy & confidentiality

Stakeholder influence

Relationship building

Education

Tertiary qualification in health/social services/management

Tools

Excel

Word processing

Rostering software

Job description

Macquarie University Health seeks a Volunteers, Consumer Partnership and Experience Manager to lead and grow its volunteer program, ensuring governance, rewarding engagement, and meaningful consumer participation in service planning, redesign, education and research. You will partner with clinical and academic teams to translate consumer insights into improvements.

The role focuses on building structures for consumer partnership, recruiting and supporting volunteers, and driving engagement