About HomeMade
HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams.
Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds.
Working at HomeMade gives you the opportunity to play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You'll be joining a passionate and dedicated team committed to making a meaningful difference.
To find out more, visit https://homemadesupport.com.au/
About the role
As HomeMade 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 HomeMade customers by effectively managing incidents and complaints in accordance with regulatory requirements and organisational policies. You will also play an integral part in the internal audit function, helping the business identify areas for improvement.
The Quality Specialist assists HomeMade to be prepared for external audits and supports the business through a quality audit.
Key Responsibilities
* Respond to and investigate customer incidents and complaints, working closely with clients, internal teams, and external providers to achieve timely, effective resolutions.
* Follow best‐practice complaint management processes to ensure positive outcomes for customers and the business.
* Accurately record all incidents and complaints in our management systems.
* Support staff in managing internal complaints prior to escalation.
* Prepare formal responses for escalated complaints, including those to external bodies and reportable incidents under the Serious Incident Response Scheme (SIRS).
* Work with the Quality Manager to develop mitigation strategies, close the loop on incidents, and address risk.
* Prepare regular reports and insights on feedback, complaints, and compliments.
* Identify and escalate process gaps or areas for improvement.
* Conduct regular file and phone audits in line with our internal schedule.
* Assist in addressing audit findings through cross‐functional collaboration.
* Maintain a strong understanding of Quality and Strengthened Standards to support compliance.
* Foster a culture of safety, quality, and open communication through strong, collaborative relationships.
* Take on additional quality‐related tasks as directed by the Quality Manager.
Your skills and expertise
* Experience in Social Work, Health Sciences, Public Administration, or a related field (highly regarded but not essential).
* Exposure to incident and complaint management in Aged Care, NDIS, or similar healthcare environments.
* Understanding of how internal audits contribute to continuous improvement and service quality.
* Familiarity with, or willingness to learn, regulatory frameworks and quality standards in the Aged Care sector.
* Strong analytical and problem‐solving skills with a proactive approach to implementing solutions.
* Excellent interpersonal and communication skills to engage professionally across diverse stakeholders.
* Strong written communication skills with attention to tone, clarity, and accuracy.
* Proven ability to work independently, manage competing priorities, and meet tight deadlines.
* Collaborative mindset, able to support team members and share responsibilities.
* High integrity and discretion, with a strong commitment to ethical practice.
* Emotionally resilient and comfortable working with sensitive subject matter.
* Meticulous attention to detail, a customer‐first mindset, and a passion for continuous improvement.
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: Be fair, honest, open, ethical, and transparent.
Be Bold: With a vision to imagine and create a brighter future.
Our benefits
* Power your career: Learn from industry experts, experienced leaders, and on‐the‐job opportunities.
* Access parental leave: Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
* Work with flexibility: We're a hybrid workplace, balancing time in the office with remote work.
* Flexi Leave Days: Get one extra paid leave day per quarter for what makes you happy.
* Take a floating public holiday: Acknowledge a significant day your way with family and friends.
* Be rewarded: Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
Inclusion and diversity
As an organisation, we celebrate our diversity and welcome all people, regardless of family responsibilities, ethnicity, faith, sexual orientation, or 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 in experience, and you might just bring something we are looking for to our organisation.
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