Job Description:
The Incident Response team has been designed to provide strategic support and enable teams working across the organisation to achieve service excellence in all areas. The team will focus on supporting, guiding and facilitating teams on areas such as service compliance, team-based support and local community engagement.
About the role
This is a dynamic position responsible for responding to incidents as they arise and providing support by actively responding to requests and ensuring matters are closed out in a timely and safe manner while ensuring the business is always compliant.
The core functions of the role include:
* Customer Outcomes: designing and delivering a positive experience for our customers to ensure their needs are met
* Customer Safety: ensuring we always have the right plans in place to support our customers and keep them safe from harm
* Service Compliance: continuously monitoring and implementing reviews and processes to ensure compliance against relevant requirements
* Service Quality: going above what's required and ensuring effective coordination between service delivery, clinical practices and plans
* Local Community and Family Engagement: working together with families and the broader community on matters which are important to them
Key Responsibilities:
* Develop and implement incident response plans to ensure timely and safe resolution of incidents
* Provide support and guidance to teams to ensure service compliance and quality
* Work collaboratively with stakeholders to design and deliver positive experiences for customers
* Monitor and report on customer outcomes and safety
* Identify and implement opportunities for improvement in service quality and compliance
What We're Looking For:
* A tertiary qualification in risk management, WHS or a related field with experience working in complex residential environments
* Proven ability to coordinate practical responses that satisfy relevant legislation, standards and/or agreements
* Proficiency in Lumary, Carelink, Riskman or similar systems
* Experience in business continuity, crisis management and incident response
* Commitment to reflective practice and proven ability to apply in practice
* Sound written, oral and presentation skills and proven capacity to foster productive relationships with diverse staff and customers
* Demonstrated ability to perform in high-pressure environments
We Are Seeking: an advisor who is resilient, can remain calm under pressure, has endless empathy whilst being able to think on their feet
About Us: Lifestyle Solutions provides services to people with a disability, young people and children in Out of Home Care, their families and communities