Quality Care System Manager

Southern Cross Care NSW & ACT; Tweed Heads; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Salary packaging benefits

Meal and entertainment benefit package

Training and development

LinkedIn Training

Referral Bonus Program

Job summary

Southern Cross Care NSW & ACT is seeking a Quality Care Systems Manager on a maternity leave cover basis. The role sits within the Clinical Governance Team and focuses on leading quality improvement across designated aged care facilities and home care services.

You will oversee audits, compliance with regulatory standards, and incident management while partnering with operations and head office to drive excellence and continual service improvement.

Qualifications

• Senior quality improvement leadership experience in aged care or health services.
• Experience implementing regulatory accreditation and quality systems.
• Ability to analyze clinical data and lead governance forums.

Responsibilities

• Lead development, implementation and monitoring of quality improvement initiatives.
• Ensure regulatory standards compliance across facilities and home care services.
• Oversee audits, PCQIs and quality indicators with corrective actions.
• Investigate critical incidents and drive system-based improvements.
• Collaborate with regional managers, head office and governance committees.
• Support accreditation visits and education initiatives.

Skills

Leadership

Quality management

Audits

Regulatory compliance

Incident management

Clinical governance

Data analysis

Stakeholder engagement

Education

Bachelor of Nursing

AHPRA registration

Job description

Southern Cross Care NSW & ACT - Tweed Heads NSW

We have a long history of providing exceptional care that empowers older people to live a full life. When you join us, you will be provided with not-for-profit salary packaging benefits and the support of an experienced leadership team.

Southern Cross Benefits!

Salary Packaging ($15,900), plus meal and entertainment benefit package to the value of $2,650

Heart HQ - our Southern Cross Care (NSW & ACT) People Platform, packed with exclusive retail discounts, and features designed to help you celebrate, connect and succeed

Fitness Passport - Discounted workplace health and fitness program available to you and your family. Gain full access to nominated gyms, pools, health and leisure centres across NSW & ACT

Discounted private health insurance

Wellbeing initiatives such as Reward and Recognition Program, Employee Assistance Program

Annual leave loading

Ongoing Training and Development

Linkedin Training - SCC's Senior Leaders and Support Office teamscan access adigital library of over 6000courses

Referral Bonus Program

The Role -Maternity Leave Cover for 8 Months (9th November 2026 to 4th June 2027) - will be travelling to Far North Coast NSW facilities

Reporting to the Clinical Governance Manager, the Quality Care System Manager sits within the Clinical Governance Team works across a broad network of internal and external stakeholders.

The Quality Care Systems Manager (QCSM) plays a pivotal role in ensuring exceptional quality of care and engagement across designated aged care facilities or home care services.

This position provides leadership and oversight to foster a culture of excellence and innovation, collaborating closely with operational managers and the head office quality and clinical governance team. Key responsibilities include the development, implementation, and monitoring of quality improvement initiatives, as well as ensuring compliance with regulatory standards.

The QCSM is dedicated to driving continuous enhancement of care practices, ultimately delivering the highest standards of service to residents, clients and their families

Quality Management Systems - Oversight and Compliance

Provide clinical, quality management and continuous improvement advice to Residential Aged Care Managers (Regional Managers, Facility Managers and/or Deputy Facility Managers) and Home Care Managers (Service Advisors and Area Managers).

Complete identified audits as per SCC audit schedule and/or as requested by the head office quality and clinical governance team to confirm adherence with policies and procedures.

Monitor completion of Residential Aged Care Facility or Home Care Services audits as per audit schedule.

Monitor quality indicators across regional facilities, taking corrective and preventative actions as required.

Monitor, analyse, elevate and report on regional quality and clinical audit and indicator results and provide recommendations to Residential Aged Care Managers (Regional Managers, Facility Managers and/or Deputy Facility Managers) and Home Care Managers (Service Advisors and Area Managers).

Monitor completion of PCQIs and ensure strategies are being actioned and measured, particularly in areas of identified non-compliance.

Identify and investigate critical incidents using a systems-based approach to identify contributing factors and develop effective recommendations.

Provide oversight, support and education on effective incident management as required, promoting thorough analysis of all serious incidents.

Actively participate in quality, clinical governance, policy and education meetings and forums.

Actively contribute to the development and review of policies, procedures, audits and quality indicators.

Complete activities as per QCSM Quality and Compliance Schedule.

Identify and mitigate clinical risks through systematic monitoring and intervention strategies

Engage actively in governance committees to support Southern Cross Care's Clinical Governance Framework.

Regulatory Compliance and Accreditation

Support Facilities/Services with accreditation visits as required.

Review self-assessments and associated documentation, provide expert advice to address any issues of concern.

Provide focused and structured leadership to address areas of non-compliance.

Play an active role in the development of Policy, Procedure and clinical process to implement new regulatory requirements.

Use the quality management system to assess on-going adherence to standards, escalating concerns accurately and promptly.

Engage and educate the workforce on regulatory requirements.

Continuous Quality Improvement

Interpret variation in data - inclusive of incident, consumer feedback, audit and clinical indicator data.

Prepare reports on quality metrics and improvement initiatives for senior management and governance committees.

Apply quality improvement methods and tools to address issues of concern.

Develop and lead quality improvement initiatives as required.

Provide expert advice to stakeholders to develop achievable, measurable and effective action plans.

Encourage active involvement in quality improvement initiatives through workshops and training.

Develop training resources in collaboration with the Regional Education Managers, that align with quality standards to enhance staff competency.

Clinical Leadership

Actively recognise and reward staff who speak up about safety concerns and encourage their peers to do the same, fostering a culture of accountability and vigilance.

Utilise a systems approach to analyse data and make improvements.

When responding to an incident, feedback or adverse findings, respond in a way that supports openness, transparency, and learning so that others feel psychologically safe to contribute.

Contribute to a culture of excellence through motivating staff to pursue continuous improvement in clinical practices, enhancing both individual and team performance.

Monitor the open disclosure process, ensuring staff understand and participate effectively in the Open Disclosure process.

Contribute to workforce training and development as required to implement new process, procedures or improvements.

Collaboration and Stakeholder Engagement

Actively seek resident and representative partnerships to drive improvement.

Foster a unified, multidisciplinary approach among facility staff to deliver high-quality care

Encourage and use feedback from residents or clients and their legal representatives to inform service improvements.

Cultivate relationships with internal and external stakeholders to enhance education and training opportunities.

Engage with regulatory and statutory bodies, supporting the operations and clinical governance team as required.

Requirements Capabilities

• High-level written and verbal communication skills
• Exceptional organisational skills
• Mentoring, coaching and team building
• Adept in implementation of quality Improvement activities.
• Ability to contribute to high reliability systems, through understanding and application of elements such as Safety I and Safety II approach, Human Factors, and Systems Thinking.
• Incident review and clinical risk management methodologies.
• Implementation of accreditation standards and requirements, and participation in the accreditation process.
• Skill and experience partnering with consumers, managing feedback, participating in open disclosure. Qualifications Essential Desirable
• Bachelor of Nursing or equivalent
• Current registration as a Registered Nurse (Division 1) with AHPRA.

Previous Experience

• Minimum of three years management experience within the aged care sector or similar healthcare environment.
• Demonstrated success leading quality improvement initiatives within residential aged care facilities or similar environment.
• Experience implementing new regulatory requirements and leading accreditation activities.
• Experience investigating clinical incidents, identifying contributing cause(s), and developing corrective actions.
• Collection, analysis, and reporting on clinical indicator data.
• Completion of clinical audit and other quality assurance activities.
• Experience in delivering training sessions on quality improvement practices and regulatory compliance for staff.
• Participated in the development and implementation of clinical practice change and improvement projects across multiple facilities.
• Experience in providing support and guidance to facility managers and staff in clinical governance and quality care practices.
• Previous Quality Management experience highly regarded.

About Southern Cross Care (NSW & ACT)

We are a not-for-profit organisation with a mission to empower older people to 'live life to the full'. For the last 50 years our name has been trusted by the community to provide care and support for thousands of people in over 40 locations across NSW and the ACT.

We have a passion for providing the best care with clinical excellence. We offer person-centred care services to meet individual needs and preferences in residential aged care as well as in-home care. At SCC, people are at the heart of everything we do. We support our employees to excel!

Join us at SCC NSW & ACT, where your work is not just a job, but a journey filled with opportunities to make a tangible difference in the lives of those we support. Our commitment to diversity and inclusion is unwavering, and we strive to ensure every employee feels valued and heard.

Your growth is our mission. Your wellbeing is our priority. Together, we can create a future that’s not only brighter for our clients and residents but also for every member of our team.

SCC is an equal opportunity employer and values inclusion and diversity. All employment is decided on the basis of qualifications, merit, and business need. We are committed to a safe and respectful workplace.