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* Permanent full-time opportunity – 76 hours per fortnight
* Hybrid working environment, WFH and the office
* WA or SA working locations– parking provided
The opportunity
Silverchain is actively seeking a Client Incident Coordinator to join the Care Governance and Risk team on a Permanent basis.
This role will lead the management of serious client incidents and complaints nationally for Silverchain. This role will:
* Coordinate the review of all serious incidents and complaints, supporting investigations, open disclosure, quality improvement and sharing of lessons learned.
* Promote and coordinate rigorous incident review methods, safety initiatives, along with developing best practice programs.
* Collect and analyse data and report to inform decisions in relation to risk management and the development of improvement plans.
Whilst this role has some flexibility with working from home options, the successful candidate must be able to work from the office (Silverchain House WA or Park Holme SA) a few days per week. These days can be discussed during the interview process.
Key responsibilities
Responsibilities may include but are not limited to:
* Develop, establish and evaluate national strategies to ensure effective management of the client incident and complaint management program for Silverchain.
* Facilitate the conduct of Root Cause Analysis and In-depth Reviews when indicated and ensure action plans for change and improvement are established and implementation monitored.
* Record and report progress against recommendations from the investigation of serious incidents and complaints.
* Liaise with internal and external stakeholders and clinical subject matter experts.
* Provide a key resource to the organisation in monitoring issues of care and clinical incidents and client safety.
* Facilitate the education and ongoing support for serious incidents and complaints and open disclosure across the organisation.
* Lead the evaluation of incident management and open disclosure training modules.
* Promote an organisational culture that allows safety issues to be openly reported, discussed and addressed.
* Apply clinical judgement to analyse data, identify trends and review systems for process and systemic improvements.
About you
The ideal candidate will have demonstrated knowledge in a similar role and will be able to demonstrate the following experience, skills, and attributes:
* Tertiary qualifications in a health-related discipline (ideally Bachelor of Nursing).
* Registration with Australian Health Practitioner Regulation Agency (AHPRA) (Essential).
* Extensive experience in the application and evaluation of quality and safety systems and methodologies.
* Demonstrated analytical capability to identify systemic issues to root cause and create action plans to mitigate and/or eliminate risks or leverage opportunities for improvement.
* Demonstrated experience in the principles, processes and application of clinical governance, clinical safety and client incident and feedback management in a health/social care setting.
* Demonstrated analytical skills with the ability to analyse data, identify trends and review systems for process and systemic improvements.
* Demonstrated understanding of open disclosure processes, root cause methodology and management of serious incidents and feedback.
* Demonstrated ability to work collaboratively with key stakeholders to implement change and improvements.
How to apply
To submit your application, click ‘Apply’ and if you would like to see a copy of the position description, please contact Claire Santoro at
At Silverchain Group, we recognise the positive contribution that a diverse workforce makes to our organisation where individuals can be authentic, are respected and celebrated. We strongly encourage applications from Indigenous Australians, people of all ages, gender, abilities, culturally diverse and linguistic backgrounds.
About Silverchain Group
For 130 years, Silverchain has been a leading provider of high-quality health and aged care in the homes and across Australia. It is our ambition to create a better home care system for all Australians.
Join our team of more than 5,800 staff, including corporate staff, nurses, doctors, allied health, care experts and a dedicated research and innovation division, operating as Silverchain, RDNS Silverchain and KinCare. We care for more than 140,000 clients across Australia. We’ll provide you with opportunities to help you develop and grow in your career, with training and education programs to help you achieve your goals.
We reserve the right to commence the recruitment process and extend or withdraw this advertisement prior to the closing date.
Please note that unsolicited applications from agencies will not be accepted.
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