Volunteer & Consumer Experience Manager

MQ Health Pty; Sydney; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Salary packaging benefits

12% superannuation

Full-time permanent

Job summary

Macquarie University Health, based at Macquarie University, is seeking a Volunteers, Consumer Partnership and Experience Manager to lead an established volunteer program and ensure it aligns with care planning and service improvements. You will partner with clinical, operational and academic teams to embed consumer voices in governance and decision making.

The role requires building structures for consumer partnership across education, research and care delivery, with strong governance,

Qualifications

• Relevant tertiary qualification in health, social services, management or a related field, and/or equivalent experience in volunteer services, consumer engagement, patient experience or quality improvement.
• Demonstrated experience establishing and supporting consumer participation structures, such as consumer representatives, advisory committees or volunteer programs, and facilitating co-design to improve services and care pathways.
• Experience designing roles, recruiting, onboarding, training and developing staff or volunteers.
• Strong understanding of clinical governance and operational risk management, including privacy and confidentiality, safeguarding, WHS and infection prevention controls relevant to volunteers and consumer engagement.
• High-level written and verbal communication and interpersonal skills, with proven ability to build trusted relationships and influence clinical leaders, operational teams, volunteers and executives across a complex organisation.
• Demonstrated experience leading improvement initiatives from planning through to implementation and evaluation, supported by proficient computer skills including word processing, Excel and rostering systems.

Responsibilities

• Leading the volunteer program end to end, including strategy, role design, recruitment, onboarding, rostering and day-to-day coordination.
• Maintaining volunteer policies, procedures, scope-of-practice boundaries and escalation pathways, and ensuring alignment with WHS, infection prevention and patient safety requirements.
• Coordinating volunteer training, mandatory education, supervision, feedback, recognition and annual celebration activities.
• Supporting the Consumer Advisory Committee, including member recruitment, agenda development, liaison with the Chair and presenters, and closing the loop on consumer feedback.
• Developing broader consumer engagement and partnership mechanisms in line with the Consumer Partnership Framework and Action Plan, and building organisational capability through training, coaching and toolkits.
• Applying experience-based co-design methods and monitoring experience measures, qualitative insights and workforce metrics, with regular reporting to governance committees and executives.

Skills

Stakeholder engagement

Governance

Communication

Training & development

Volunteer management

Job description

Macquarie University Health, based at Macquarie University, is seeking a Volunteers, Consumer Partnership and Experience Manager to lead an established volunteer program and ensure it aligns with care planning and service improvements. You will partner with clinical, operational and academic teams to embed consumer voices in governance and decision making.

The role requires building structures for consumer partnership across education, research and care delivery, with strong governance,