What are the responsibilities and job description for the Senior Manager- Feedback and Complaints position at The Salvation Army (VIC) Prpty Trust atf Social Work?
Number of Positions Available:
ABOUT US
The Salvation Army is a Christian movement and one of Australia's largest and most-loved charities. We believe in doing good that transforms lives and futures for the better. It is this belief which drives us to find new ways and places where we can make a difference. From times of personal crisis to moments of national grief, we are always here — providing support, safety, community, and opportunity.
About the Role:
We are seeking a Senior Manager- Feedback and Complaints for a Permanent – Full Time placement based in THQ Blackburn.
Purpose of the Role:
The purpose of the Senior Manager, Feedback and Complaints, as a key leader in the Quality Improvement and Reporting Team, is to develop and monitor the quality systems that enable TSA to effectively manage complaints, advise on and lead the development of continuous improvement plans resulting from feedback across TSA.
Additionally, the Senior Manager will ensure the identification, management and mitigation of critical risks as they emerge, ensuring timely actions are taken to safeguard organisational interests and stakeholder wellbeing and satisfaction.
The Senior Manager will also play a key role in the management and investigation into protected disclosures relating to client wellbeing and matters relating to Quality of Care.
Key Roles and Responsibilities:
Leading successful feedback management in line with TSAs Complaints Management Policy, procedures and supporting documents, you will
Lead the development, implementation and review of the Feedback management system, policies and procedures – noting that the system includes complaints, compliments and suggestions
Lead reporting and data analysis on feedback leading to organisation-wide improvement initiatives.
Lead the investigations related to Protected Disclosure (Whistleblower) matters pertaining to client wellbeing and Quality of Care referred via the Whistleblower Protections Officer (Secretariat Lead)
Have oversight and monitor complaints involving external regulators and authorities and develop strong relationships with these key stakeholders.
Lead and develop the Feedback and Complaints Team to:
Assess and triage all incoming complaints, including risk analysis, categorisation and prioritization of events for resolution and response, as per the Complaints and Feedback Policy and Procedure.
Develop relationships and support, advise and mentor leaders to effectively manage complaints from initial response, investigation, negotiation and finalisation of the outcome.
Monitor the status and progress of complaints throughout the resolution process.
Ensure complaints are addressed in a timely manner, as per the Policy and Procedure
Ensure all Safeguarding matters are referred to the Safeguarding team for review and investigation as a priority
Maintain data records and systems for accurate information and timely reporting.
As required lead root cause analysis investigations to identify systemic areas for improvement
Qualifications and Experience Required:
Qualifications in Quality Management, Social Work, Allied Health, Nursing or similar
More than five years’ experience in a senior leadership quality role or Complaints management role
More than five years’ experience in leadership and management of workforce
Experience in leading the delivery of social/human services
Requirements for the role:
National Police Check
Valid driver’s License
Working with Children’s check
Why work for Us:
NFP salary packaging ($15,900 tax free) plus meals and entertainment benefits
Flexible working conditions
Paid parental leave
Financial, retail and lifestyle discounts and benefits
Employee Assistance Program - Independent confidential counselling service
Opportunity for career development
An inclusive culture of dedicated, passionate and professional team members
Positively supporting and impacting the lives of others through your career contribution.
The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. We are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people.
The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child facing roles will require the successful completion of a Working with Children Check. Applicants for all roles require a mandatory Nationally Coordinated Criminal History Check.
We value Integrity, Compassion, Respect, Diversity, and Collaboration
Salary : $15,900