Number of Positions Available:
1
ABOUT US
The Salvation Army is a Christian movement and one of Australia's largest and most-loved charities. We believe in doing good that transforms lives and futures for the better. It is this belief which drives us to find new ways and places where we can make a difference. From times of personal crisis to moments of national grief, we are always here — providing support, safety, community, and opportunity.
About the Role:
Are you passionate about making a difference, through quality, integrity and continuous improvement? We are looking for an enthusiastic and detailed oriented Feedback and Complaints Officer to join our team
Location –Blackburn, VIC for a Full-Time, Permanent opportunity.
Flexible location: This role can be based at any of our office locations, with hybrid working arrangements available.
Purpose of the Role:
The Feedback and Complaints Officer ensure feedback, compliments, suggestions, and complaints are managed in a timely, fair, transparent, and respectful manner. The role promotes a safe, person-centred approach to feedback management, provides guidance and support to stakeholders, assists with training and capability building, and identifies and escalates risks, including safeguarding concerns.
Key Roles and Responsibilities:
Actively develop relationships and support, advise and mentor leaders at all levels of TSA to effectively manage feedback and complaints.
Support and guide TSA personnel in addressing feedback and complaint records in accordance with TSA’s Feedback and Complaints policy, procedure and supporting documents.
Ensure all feedback records are accurately categorised, assessed for severity, risk and assigned to the appropriate owner within the agreed timelines.
Identify any critical risks promptly as they arise through the feedback and complaint management system, including identifying and referring any safeguarding concerns.
Monitor the status and progress of feedback and complaint records throughout the resolution process
Promote the maintenance of accurate and up-to-date data records to ensure the availability of reliable data and information for timely reporting and analysis.
Proactively identify emerging trends, themes and continuous improvement opportunities
Assist in the preparation of reports inclusive of data and written analysis as requested
In collaboration with the Senior Manager Feedback and Complaints develop and deliver resource materials
Contribute to the development and implementation of the feedback and complaints management system, policies, and procedures, ensuring alignment with Key Result Areas, Key Performance Indicators, best practice and regulatory requirements.
Skills Required:
Qualifications in Community Services, Social Work, Allied Health, Human Services or related discipline
At least 5 years’ experience in the delivery of social/human services/customer service
Understanding of trauma informed practice and person centre approaches and culturally safe service delivery
Experience in feedback and complaints handling, client support, case management or customer service.
Desirable: Experience working with diverse community groups and disadvantaged communities and or faith-based communities.
Requirements of the role:
A National Criminal History Check is required
Valid working with Children’s Check
What we offer
Flexible work location and Hybrid working arrangements
As a registered NFP we offer our eligible employees real and meaningful benefits such as;
NFP salary packaging ($15,900 tax free) plus meals and entertainment benefit ($2,650)
Health, fitness and financial discounts / benefits
Paid parental leave - 12 weeks
Up to 8 weeks leave per year through our purchase leave scheme
Up to 5 days paid leave per year to ‘volunteer’ in a TSA program or activity
Purpose driven career which has positive social and sustainable outcomes
Employee Assistance Program - Independent confidential counselling service;
Opportunity for career development.
An inclusive culture of dedicated, passionate and professional team members
Positively supporting and impacting the lives of others through your career contribution
The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. W e are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people.
The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child facing roles will require the successful completion of a Working with Children Check. Applicants for all roles require a mandatory Nationally Coordinated Criminal History Check.
We value Integrity, Compassion, Respect, Diversity, and Collaboration
The Royal Children's Hospital (RCH) has been providing outstanding care for Victoria's children and their families for over 147 years.
We are the major specialist paediatric hospital in Victoria and our care extends to children from Tasmania, southern New South Wales and other states around Australia and overseas.
With a passionate, highly skilled and committed staff campus wide of over 5,000, we provide a full range of clinical services, tertiary care and health promotion and prevention programs for children and young people.
We are the designated state-wide major trauma centre for paediatrics in Victoria and a Nationally Funded Centre for cardiac and liver transplantation.
When it comes to training and research we partner with the very best. Our campus partners, the Murdoch Childrens Research Institute (MCRI) and The University of Melbourne Department of Paediatrics, along with the RCH Foundation, are on site with the hospital in Parkville. Together, we are committed to improving the health outcomes for children today and in the future.
In 2016–17, more than 85,654 children attended our Emergency Department, 322,291 specialist clinic appointments were held which was almost 70,000 more than the previous year, more than 17,000 surgeries were performed and more than 48,552 children were admitted to our wards.
