Incidents and Complaints Investigation OfficerDiscover a career where care goes both ways!
• Based in Macquarie Park, short walk from Metro Station• 7 Additional leave days per year + Salary Packaging + WFH options• Collaborative, inclusive, and professional team culture
Exciting things are happening at Catholic Healthcare!
We've grown to 5500+ employees and we're celebrating our 30th year of providing care in 2024.
Our Mission is to promote the dignity, life and spirituality of older people through connected and inclusive communities.
To support our commitment of creating a safe environment and providing high-quality aged care services, we have an opportunity for an experienced Investigations Officer to join the team.
Reporting to the Investigations Manager, Incidents and Complaints, you will support our Residential Aged Care, Home & Communities, and Independent Living business units by reviewing and investigating clinical incidents and complaints and supporting positive resolution for complainants.
This position will be based in Macquarie Park, with flexibility required to travel across Metro Sydney, Regional NSW & S/E Queensland.
Your curious nature and proactive approach, together with your exceptional interpersonal skills and ability to engage respectfully and influence a broad range of stakeholders, will support your success.
Responsibilities within this role will include: Investigating and reporting on complaints and clinical incidents in line with CHL frameworksReceiving and responding to complaints from older persons, families, and external stakeholdersConducting investigations, including gathering evidence, taking statements, conducting interviewsDocumenting complaints, investigation findings, and providing recommendations to support positive resolutionIdentifying improvements to support sound investigation practices and reporting on investigation trends and outcomesEstablishing and maintaining strong stakeholder relationships, coaching and educating operational leads in investigation best practicesDevelopment of comprehensive reports, analysing data to be included in contentIdentify potential/actual risks associated with complaints and escalate appropriatelyEnsure that all complaints managed centrally are appropriately recordedThe ideal candidate will have highly developed written and oral communication skills, be resilient, and have the ability to approach investigations with professionalism and empathy, in addition to:
Qualifications or demonstrated recent relevant experience in Complaints Resolution or RegulatoryNursing and/or other relevant healthcare/Quality Risk experience - desirableAbility to communicate information coherently and concisely to diverse audiencesDemonstrated ability to prepare and finalise comprehensive, evidence-based responses in accordance with relevant legislation, CHL policies and proceduresUnderstanding of best practice complaints management, Aged Care Principles, and ACQSC StandardsAbility to manage and resolve complex complaintsDemonstrated experience to plan, analyse, assess, manage and escalate risksCapacity to work in a busy environment, with competing priorities to deliver agreed outcomesCurrent NSW Drivers Licence (desirable)Willingness to obtain a Police CheckWhat we can offer you as an employee of Catholic Healthcare: Not-for-profit tax benefits - pay less taxFitness Passport - discounted gym benefitsPaid Parental leavePaid Family leave, additional days off each yearLong Service leave after 5 yearsA values-based organisation that welcomes applicants from all faiths and backgroundsIf you're looking for a role where you can make a positive impact in a rewarding organisation like ours, we'd love to hear from you.
Apply online now!
Catholic Healthcare acknowledges the Traditional Owners and Custodians of the lands on which we live, work and dream.
We pay our respects to their Indigenous Elders past and present, for they hold the traditions, culture, and hopes of their people as we journey towards reconciliation.
We welcome and encourage applications from people across our diverse community, especially from Aboriginal and Torres Strait Islander applicants.
We believe everyone has the right to feel safe, respected, valued, and heard regardless of their gender, sexual orientation, ethnicity, or disability.
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