Quality Specialist

This role is for Home Made - a related entity of Mable Home Made is a related entity to Mable and operates as a completely separate business, however both have a shared vision for self-management. We are a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach which is designed to support people in achieving their goals whilst living at home. Leveraging our technology platform, we are an approved provider that specializes in self-management. We partner with our customers to create unique support plans that meet their needs and optimize their funds, making the most out of their Home Care Package (HCP). Our approach is simple and keeps people in control of their package, funding, and support. To find out more, click here . As Home Made grows and scales at a rapid rate, we are looking for a Quality Specialist to join our Quality and Safeguarding team. As a Quality Specialist, you will play a critical role in ensuring the delivery of high-quality services and support to Home Made customers by effectively managing incidents and complaints in accordance with regulatory requirements and organisational policies. You will also play an integral part in the Home Made internal audit function, which helps the business to identify areas for improvement. The Quality Specialist assists Home Made to be prepared for external audits and supports the business through a Quality Audit. Key Responsibilities Work with customers, their representatives, and internal teams to respond to and investigate incidents and complaints and achieve resolution within required timeframes. Follow best practice complaint management processes to deliver positive outcomes for Home Made customers and the business. Ensure all incidents and complaints are recorded and maintained within the Incidents and Complaints Management Systems. Work with external service providers to investigate complaints relating to the provision of service and support, gathering information within the required timeframes. Provide support and guidance to Home Made staff when they are investigating and managing internal complaints, before they have been escalated to the I&C team. Investigate and prepare formal responses for escalated complaints to external bodies. Investigate and prepare formal responses, in short time-frames for reportable incidents under the Serious Incident Response Scheme (SIRS). Working under the direction of the Quality Manager to provide support and guidance on mitigation strategies and 'closing the loop' for incidents. Preparation of feedback and complaints reports using insights gathered on all complaints, compliments, and general feedback. Identify gaps in process, or areas for improvement and escalate appropriately. Assist with managing and mitigating customer and business risk. Support the business and engage with opportunities for improvement where required. Complete file audits and phone audits on a regular basis in line with the Home Made internal audit schedule. Working under the direction of the Quality Manager to assist with cross-functional team support in addressing gaps identified through auditing. Your skills and expertise Experience in a relevant field such as Social Work, Health Sciences, or Public Administration is well-regarded, though not essential. Exposure to incident and complaint management within Aged Care, the NDIS, or similar healthcare settings. An understanding of the role internal audit plays in relation to continuous improvement and enhanced quality of the care and services we provide. Sound knowledge or a willingness to learn and self-educate on regulatory frameworks and quality standards applicable to the Aged Care sector. Strong analytical and problem-solving skills, with the ability to support the business to implement effective solutions. Excellent communication and interpersonal skills, with the ability to interact professionally and collaborate with a diverse range of stakeholders. Strong written communication skills. Demonstrated ability to work independently, prioritize tasks, and manage competing priorities effectively. Ability to work within a small team to offer support to peers balancing shared workload. High level of integrity and confidentiality, with a commitment to upholding ethical standards in all aspects of work. Ability to complete tasks within short time frames. Emotional resilience to handle difficult subject matter. Attention to detail, customer-centric and a passion for continuous improvement is a must! Who you will be working with You would be joining our team, a group of people who know they can make a difference to their customers. We are an efficient, contemporary, and customer-focused business that works in a supportive family-friendly working environment. The values we live by PUT PEOPLE FIRST - People and relationships matter most. FOSTER FREEDOM - Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions. DO THE RIGHT THING - What is fair, honest, open, ethical, and transparent. BE BOLD - With a vision to imagine and create a brighter future. Life at Home Made Hybrid set-up - Work from home or in the office (depending on what suits your circumstance). Our Head Office is in Sydney's CBD near Town Hall station. We care - Be surrounded by a supportive, family-friendly working environment. Keep growing with us - Ongoing career development opportunities. Floating Public Holidays - Our Floating Public Holidays policy is just one way the company demonstrates its commitment to the wellbeing of our people and to creating a culture of greater inclusion. Volunteer day - One paid day per calendar year to volunteer for your community. We encourage you to volunteer in the disability or aged care sector, but it's your choice! Flexi Leave Days - Enjoy 2 paid days each calendar year to focus on your health and wellbeing. Employee Assistance Program - A 24/7 service that includes counselling for you and your immediate family. Improved parental leave - We support our employees through their parental leave journey to enable them to balance work and family matters and successfully transition to their new life stage as working parents. We are one As an organisation we celebrate our diversity and welcome all people regardless of lifestyle, ethnicity, faith, sexual orientation, and gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply. If this role has stood out to you but you don't feel like you 'tick all the boxes', we strongly encourage you to apply nonetheless. We value diversity across experience and you might well just bring something to Home Made that we are looking for! We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant. #J-18808-Ljbffr