The Western Home Care Group is a leading provider of person‑centred home care services, operating through our distinct brands: Dulcie Home Care, Coastal Home Care, and Hazel Home Care .
We are dedicated to supporting our clients to live and thrive independently in their own homes.
Reporting directly to the CEO, the Quality and Experience Manager plays a pivotal role to ensure the organisation delivers safe, high‑quality, person‑centred care and services in alignment with all legislative, regulatory, and accreditation requirements, including the requirements of the new Aged Care Act and Support at Home Program across all our brands.
This role will lead the design and implementation of integrated quality and experience systems, ensuring consistency, compliance, and continuous improvement, while respecting the unique identity and operational context of each brand.
Key Responsibilities Strategic Leadership & System Design Develop, implement, and maintain a robust, integrated clinical governance framework covering quality, safety, and client experience across the three brands.
Lead the organisation's preparedness for and compliance with all relevant standards and the Support at Home Program requirements.
Chair and manage the Quality Care Advisory Body Committee meetings.
Quality and Risk Management Oversee and manage the group's Clinical Risk Management process, including incident reporting, investigation (including serious incidents/Root Cause Analysis (RCA)), trend analysis, and feedback‑action plan implementation.
Develop and champion a culture of Continuous Quality Improvement (CQI), leading clinical audits and service evaluation programmes.
Review and update policies and procedures to reflect best practice, legislative requirements, and Western Home Care business objectives.
Review organisational systems and processes across all brands and advise on opportunities for improvement and standardisation.
Communicate legislative and regulatory changes (including Support at Home Program updates) to the team and advise the organisation on required actions.
Client Experience Lead initiatives to measure, monitor, and enhance the client experience and satisfaction across the group.
Drive a person‑centred quality culture.
Promote creative and innovative approaches that support clients' independence and life goals.
Develop, schedule, and manage a variety of client engagement strategies (e.g., surveys, focus groups, feedback reviews).
Compliance and Accreditation Act as the expert resource on all legislative and regulatory requirements pertaining to aged and disability home care.
Manage the organisation's accreditation cycles and ensure ongoing compliance with relevant standards.
Support management to respond effectively to complex feedback, complaints, and external investigations (including coronial reports and ACQSC complaints).
Chair and manage the Consumer Advisory Body, ensuring authentic consumer voice and input into service improvement and design.
What You'll Bring Proven, extensive experience (minimum 3 years) in a senior Quality, Governance, or Risk Management role within the Aged Care or Home Care sector.
Deep understanding of current Australian Aged Care Quality Standards, regulatory frameworks, and specific knowledge of the Support at Home Program reforms.
A relevant tertiary qualification in a health, quality, or management discipline (e.g., Nursing, Allied Health, Health Management).
Demonstrated ability to lead complex change, design integrated systems, and effectively engage and influence diverse clinical and operational teams.
Strong report writing, data analysis, and investigation skills.
Experience with The Lookout Way and Centro Assist electronic documentation systems would be beneficial but not essential.
Proven proficiency in the use and application of Google Suite of applications.
Benefits Hybrid role – 3 days office, 2 days home.
Attractive salary with perks such as Birthday day off, YOLO day off.
Paid training on offer, career progression opportunities.
Great work‑life balance.
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