* Flexible working options to encourage your work-life balance
* Attractive salary plus 12% superannuation
* Not-for-Profit salary packaging up to $18,550 per annum to increase your take-home payment
* Employee Assistance Program extending to immediate family members
* Free On-Site Parking
* Free Coffee and staff amenities
* Supportive and fun work environment
Who are we?
Mosaic is a leading provider of disability support services, committed to helping individuals achieve their goals and improve their quality of life. We are dedicated to making a positive impact in the lives of those we support by offering individualized, person-centred support. In addition to our core services, we are passionate about our Client Services, which help us deliver high-quality services and engage with our community effectively.
Job Overview
Mosaic is currently looking for an enthusiastic team player with a can-do attitude who will ensure that the work practices are in line with Mosaic's quality standards. This role contributes to the delivery of high-quality services and compliance with NDIS Practice Standards and other legislative requirements. Reporting to Chief Operations Officer, the incumbent will work in close collaboration with service delivery and corporate teams to administrate essential quality systems, including client feedback and co-design, complaints, policies, procedures and other controlled documents, audit and continuous improvement.
Key Responsibilities
* Plan and implement client satisfaction surveys and assist service teams to plan and implement client journey surveys. Facilitate the analysis of the survey results and coordinate with internal/external stakeholders for action planning.
* Consult with external stakeholders on specific service delivery issues, service design and evolving customer needs.
* Be responsible for complaints management and investigation ensuring all complaints are acknowledged and managed within the fairness and confidentiality procedures.
* Convert key customer documents into Easy Read format, maintaining and updating a suite of easy-to-read materials in collaboration with service and marketing teams.
* Communicate and collaborate effectively with other Mosaic teams regarding quality assurance activities, quality systems, compliance requirements and improvement activities.
* Maintain current knowledge of disability sector directions, NIDS Practice Standards, compliance requirements, and participate in continuous professional development of quality processes and practices.
* Contribute to a safe and respectful workplace by prioritizing occupational health and safety considerations in all tasks performed.
* Administers the Document Control Library and the effective maintenance of policies, procedures, forms, templates and reference documents. Administer the improvement register and facilitate the ongoing review of improvement actions.
* Plan and implement an internal audit program, including undertaking audits and overseeing audits conducted by other employees. Monitor the closure of non-conformances. Produce Dashboard Reports quarterly and as required, providing recommendations on themes/trends.
* Manage the NDIS Practice Standards Register, facilitating team awareness of requirements and tracking improvement actions to meet and enhance Mosaic’s compliance with the NDIS Standards and relevant regulations. Assist executive staff with the preparation for external NDIS Practice Standard Audits.
* Undertake other reasonable tasks as directed by line manager.
To be successful in this role, you will require-
* Qualification/certification in a relevant field such as auditing, investigations, disability, health or social care
* Extensive experience in quality assurance, safeguarding, compliance auditing relevant to service provision, preferably in a disability, health of social care setting.
* Excellent understanding of quality management frameworks and NDIS Practice Standards.
* Proficient abilities in auditing, complaints investigation and customer consultation.
* Strong administrative skills to support the accurate, timely and consistent management of quality systems and processes.
* Strong analytical and problem-solving skills with the ability to identity, risk assess and address issues.
* Proficient in common software applications, reporting and presentation.
* Exceptional communication and stakeholder management capabilities.
* Ability to uphold confidentiality and adhere to ethical standards when handling sensitive client or complaint information and collaborating with colleagues.
* Professionalism and passion for supporting the delivery of high-quality, customer-centred services.
Mandatory Conditions of Employment
* Valid NDIS Workers Screening Check or willing to apply upon request
* NDIS Workers Screening Module
* Unrestricted working rights
* Current WA Driver's License
Ready to Make a Transformative Impact?
If you are passionate about making a difference and have the skills to support our client services, we encourage you to apply! Click "Apply" to submit your resume and cover letter and continue your journey with us at Mosaic Community Care.
Embrace Diversity with Mosaic
At Mosaic, we welcome and celebrate diversity. We value individuals of all backgrounds and perspectives. Join us in shaping a more inclusive future.