Quality, Care and Compliance - Feedback Manager

Whiddon; Newcastle; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Hybrid working model

Salary packaging options

Learning and development programs

Employee Assistance Program

Not-for-profit organisation culture

Job summary

Whiddon is seeking aQuality, Care and Compliance - Feedback Manager to lead and oversee feedback and complaints management across the organisation. The role works with service leaders to drive fair, respectful processes and positive outcomes for residents, clients and families.

The role focuses on investigation, escalation and learning across the Quality, Care and Compliance team, ensuring alignment with Aged Care Act 2024, Strengthened Standards and NDIS requirements.

Qualifications

• Experience in complaints, feedback, quality, compliance, clinical governance or a similar environment.
• Strong investigation, problem-solving and analytical skills.
• Exceptional written and verbal communication, especially for sensitive matters.
• Understanding of procedural fairness, confidentiality and risk-based decisions.
• Ability to build trusted relationships with residents, clients, families and staff.
• Experience in aged care, health or other highly regulated settings is valued.

Responsibilities

• Support assessment, investigation and resolution of complex complaints and feedback.
• Provide guidance on complaint handling, procedural fairness and escalation.
• Support respectful, person-centred communication with residents and families.
• Monitor complaint trends and identify opportunities for improvement.
• Document and manage complaints within the risk management system and framework.
• Assist services to meet Aged Care Act, Quality Standards and NDIS requirements.
• Collaborate with operational and clinical teams to translate learnings into improvements.

Skills

Complaints management

Quality assurance

Investigation

Stakeholder communication

Tools

Risk management system

Job description

Quality, Care and Compliance - Feedback Manager

At Whiddon, feedback is more than something we respond to. It is an opportunity to listen, learn and improve the care and services we provide.

We are looking for an experienced and compassionate Quality Advisor - Feedback Manager to join our Quality, Care and Compliance team. This role plays an important part in supporting the effective management of feedback and complaints across Whiddon, ensuring concerns are handled fairly, respectfully and with a genuine focus on achieving positive outcomes.

The Role

Working closely with service leaders and the broader Quality, Care and Compliance team, you will provide guidance and oversight across Whiddons feedback and complaints management processes.

Key responsibilities of this position include:

• Supporting the assessment, investigation and resolution of complex complaints and feedback.
• Provide advice and guidance to managers on complaint handling, procedural fairness, open disclosure and appropriate escalation.
• Support timely, respectful and person-centred communication with residents, clients, families and other stakeholders.
• Monitor complaint trends and identify opportunities for systemic and continuous improvement.
• Support accurate documentation and management of complaints within our risk management system and framework.
• Assist services to meet Whiddons obligations under the Aged Care Act 2024, Strengthened Aged Care Quality Standards and relevant NDIS requirements.
• Work collaboratively with operational and clinical teams to ensure learnings from feedback translate into meaningful improvements.

The Essentials

You will bring:

• Experience in complaints, feedback, quality, compliance, clinical governance or a similar environment.
• Strong investigation, problem-solving and analytical skills.
• Exceptional written and verbal communication skills, particularly when navigating sensitive or complex matters.
• A sound understanding of procedural fairness, confidentiality and risk-based decision making.
• The ability to build trusted relationships with residents, clients, families, managers and internal stakeholders.
• Strong attention to detail and the ability to manage multiple matters and competing priorities.
• Experience within aged care, health, disability or another highly regulated environment will be highly regarded.

We are a not-for-profit organisation, but more importantly, we are like one big family and treat each of our residents, families, clients, and team members with the same levels of passion, care, and respect.

We are hoping youll join our fantastic Whiddon family at Glenfield (location may be negotiated) on a permanent full-time basis.

WHAT WE OFFER

At Whiddon, we provide our people with benefits that will enhance their experience and provide them with things they actually want and will use. Our benefits are centred around 'Five Pillars - mind, body, financial, social and career.

• Comprehensive leave options to support you in mind and body
• 5 weeks Annual Leave (or the option to cash out Annual Leave)
• Access to Long Service Leave after 5 years
• 12 weeks paid Parental Leave
• Up to 5 days paid Fertility leave
• Up to 3 days paid Community Service leave each year
• Up to 4 days paid Compassionate leave
• Extra public holiday per year with Frank Whiddon Day
• Employee Assistance Program for when you need extra support
• Hybrid working model. Enjoy a mix of working from home and in the office, and our Work from Anywhere Policy - Support services only
• Salary Packaging options so you can keep more of your pay. Did you know that by salary packaging, you can increase your hourly rate by more than $2? This is how:
• Up to $611.53 per fortnight to pay your mortgage, rent, school fees, etc.
• Up to $101.92 per fortnight to pay entertainment activities like cafes, restaurants, etc.
• Remote living options including rent and mortgage packaging, utilities and holiday transport.
• Novated leasing, a financial wellness program, a personal car buying service and a rewards program through our partners.
• Quarterly gifts, including Cost of living voucher, ACE Day, Christmas gifting and other ad-hoc gifts from time to time.
• Access to retail benefits and perks, including great discounts, and passes to the cinema, tickets to concerts or sports events, food vouchers, and more!
• Employee Referral Program. Get paid up to $500 to refer our next Whiddon star.
• Learning, learning, learning. Whiddon Scholarships Programs, Leadership Development Programs, Traineeships and more… we want to support your educational journey!
• Get recognised for your great work! Just in Time Recognition, Milestone Celebrations, Everyday Heroes, Annual Awards night and more.
• Recognition for successfully completing your probation period.
• Locations across NSW and QLD. If you need to relocate or wish to transfer between our Homes

The successful candidate will be required to complete a NDIS Worker Screening Check.