Job Description

CQID is experiencing organisational growth across all services and seeking suitable candidates for a range of positions.

CQID is one of the largest employers of Aboriginal and Torres Strait Islander peoples in the Central Queensland region. Offering a broad range of service areas, with roles that serve our community across Rockhampton, Bundaberg, Emerald, Gladstone, Hervey Bay, Longreach, Maryborough and Woorabinda.

A new organisational structure, designated HR team and the implementation of a new Workforce Strategy. Striving to support employees on their career journey is a priority and contributes us to being an Employer of Choice.

Purpose of the Role

The Senior Compliance Officer is responsible for supporting CQID’s strategic goals of best practice, quality service delivery, compliance, continuous improvement and alignment with progressive government, regulatory and sector reforms.

The role provides senior practice, quality and compliance leadership across an allocated portfolio of CQID programs and services. Similar to the Regional Manager model, the Senior Compliance Officer acts as a program custodian/steward and subject matter expert for identified program areas, ensuring practice quality, contractual compliance, service delivery consistency, reporting accuracy and continuous improvement across the CQID service footprint.

The position works collaboratively with Regional Managers, Program Managers, service delivery teams, the Compliance Team, Leadership and external stakeholders to ensure CQID services are culturally safe, evidence-informed, contractually compliant, client-centred and aligned to relevant legislation, service agreements, regulatory standards and reform priorities.

This role also provides expert advice, resources, training, file review, practice support, reporting oversight and quality assurance to strengthen service delivery, organisational capability and service outcomes for Aboriginal and Torres Strait Islander children, young people, families and communities.

The role is required to travel across CQID locations in accordance with operational and organisational requirements.

Responsibilities and Duties

Program Stewardship and Portfolio Leadership

• Act as the identified custodian/steward and subject matter expert for allocated CQID program areas.
• Maintain strong understanding of program intent, service agreements, contractual requirements, reporting obligations, practice expectations and reform directions relevant to allocated portfolio areas.
• Provide high-level practice, quality and compliance advice to Regional Managers, Program Managers, Leadership and service delivery teams.
• Monitor emerging sector changes, legislative requirements, reform priorities and funding/contractual developments relevant to allocated programs.
• Support consistent program implementation across regions while recognising local community context, operational realities and cultural considerations.
• Ensure allocated program areas continue to operate in alignment with CQID’s values, strategic direction, Aboriginal Community Organisation responsibilities and community-led service delivery model.

Practice Development and Service Delivery

• Facilitate and support best practice and evidence-informed service models that strengthen clinical and care governance and position CQID as a sector leader.
• Contribute to the development and design of evidence-informed, client-centred frameworks, practice models and policy directions that respond to identified client, community and sector needs.
• Partner with Regional Managers, Program Managers and service teams to translate frameworks, policies, practice manuals and guidelines into consistent frontline practice.
• Develop, implement, review and continuously improve program practice manuals, tools, procedures and resources to support high-quality service delivery.
• Provide practical and professional practice advice to managers and staff to support complex service delivery, improved outcomes and consistent practice standards.
• Mentor and develop the practice skills and knowledge of staff, including supporting reflective practice, learning and professional development across allocated program areas.

Contract Management, Reporting and Funder Interface

• Act as a key contact, in collaboration with relevant managers and Leadership, for Investment Planning and Partnerships and other funding bodies in relation to allocated program areas.
• Oversee and support funded contract requirements within allocated portfolios, including outputs, outcomes, service delivery obligations and reporting expectations.
• Lead, coordinate and quality assure quarterly reporting to funding bodies, including reporting through P2i and other departmental reporting systems as required.
• Work with Program Managers and Regional Managers to ensure reporting is accurate, evidence-based, timely and reflective of service delivery activity and outcomes.
• Identify reporting risks, data gaps, performance concerns and contractual issues and escalate these appropriately with recommended solutions.
• Support contract negotiation, contract variation, program review and funding renewal processes by providing accurate practice, performance and compliance advice.

Compliance, Quality Assurance and Continuous Improvement

• Monitor and review compliance and performance across allocated program areas and provide partner-focused facilitation, expertise and accountability to support improved client and community outcomes.
• Lead and support quality assurance activities, including client file reviews, practice audits, service delivery reviews and compliance checks.
• Use file review findings, data trends, feedback and performance information to identify practice improvements, training needs and system gaps.
• Proactively lead continuous improvement initiatives that strengthen practice quality, compliance, accountability and organisational learning.
• Contribute to CQID’s compliance obligations under relevant standards, including Human Services Quality Standards, ISO 9001:2015 Quality Management System, Licensed Care Service requirements and other applicable regulatory frameworks.
• Support audit readiness across allocated program areas, including evidence gathering, document review, corrective actions and continuous audit preparedness.
• Contribute to organisational compliance systems, including risk, incident, quality and policy management processes.

Training, Workforce Capability and Practice Support

• Identify and deliver relevant training to service delivery teams based on file review outcomes, practice observations, audit findings, program requirements and feedback from Regional Managers and Program Managers.
• Develop and support practical resources, tools and guidance materials to strengthen staff understanding of program requirements and service delivery expectations.
• Work collaboratively with HR, Regional Managers and Program Managers to support onboarding, training and workforce capability in allocated program areas when required.
• Support the implementation of consistent standards, processes and systems across programs and regions.
• Promote a learning culture that is client-focused, professional, collaborative, culturally safe, accountable and flexible.

Collaboration with Regional Managers and Program Managers

• Work in close collaboration with Regional Managers and Program Managers to strengthen service delivery, compliance, reporting, practice consistency and program outcomes.
• Provide professional support and expert advice to Program Managers without replacing their line management or operational responsibilities.
• Support Regional Managers to understand portfolio-specific requirements, performance issues, service trends and practice risks across their regions.
• Participate in relevant operational, quality, practice, compliance and governance meetings as required.
• Ensure clear communication and feedback loops between service delivery, compliance, regional leadership and executive leadership.

Stakeholder Engagement and Sector Representation

• Establish and maintain productive partnerships with regulatory bodies, government agencies, community stakeholders and noon-government sector partners.
• Represent CQID in relevant meetings, forums, contract discussions and sector engagement opportunities relating to allocated program areas.
• Promote CQID’s culturally safe, community-controlled and evidence-informed service delivery model.
• Provide informed advice on sector changes, reform agendas, policy shifts and emerging risks that may impact CQID programs, clients or communities.

Governance, Risk and Organisational Contribution

• Contribute to organisational governance, compliance, reporting, policy development and continuous improvement processes.
• Support the development, review and implementation of organisational policies and procedures relevant to practice, compliance and service delivery.
• Identify and escalate operational, compliance, contractual, practice and reputational risks in a timely manner.
• Provide regular written progress updates, issues reports and expert advice to the Executive Lead Compliance and relevant Executive Leadership members.
• Create and contribute to a culture that is client-focused, culturally safe, productive, professional, collaborative and accountable.
• At all times work within CQID’s policies, procedures, values and Workplace Health and Safety requirements.
• Undertake other duties as directed by Executive Leadership.

Key Performance Indicators

• Allocated program areas are supported through clear stewardship, subject matter expertise and practice leadership.
• Program practice manuals, procedures, tools and resources are developed, reviewed and maintained in line with service delivery and contractual requirements.
• Quarterly reporting and funder reporting requirements are completed accurately and within required timeframes.
• Quality assurance activities, including file reviews and practice audits, are completed and used to inform continuous improvement.
• Practice, compliance and service delivery risks are identified, escalated and addressed in a timely and appropriate manner.
• Regional Managers and Program Managers receive timely, practical and informed advice regarding program requirements, compliance, reporting and practice improvement.
• Training and workforce capability activities are delivered in response to identified practice, compliance and service delivery needs.
• CQID maintains audit readiness and compliance with relevant standards, contractual obligations, legislation and regulatory frameworks.
• Strong internal and external relationships are maintained with managers, staff, funders, regulators and sector stakeholders.
• The role contributes to improved service quality, consistency, accountability and outcomes for Aboriginal and Torres Strait Islander children, young people, families and communities.

To be successful in this role, the employee will demonstrate capability in the following areas:

• Aboriginal and/or Torres Strait Islander heritage and connection to community and culture is highly desirable. Non-Indigenous candidates may be considered where no suitable Indigenous applicants are identified.
• Relevant tertiary qualifications and/or significant experience in human services, social work, community services, child and family services, housing, youth, compliance, governance, quality assurance or related fields.
• Demonstrated experience in practice development, quality assurance, compliance, program stewardship, service delivery leadership or a related human services role.
• Demonstrated understanding of the complex challenges and key issues facing Aboriginal and Torres Strait Islander children, young people, families and communities.
• Demonstrated ability to act as a subject matter expert within allocated portfolio areas, with contemporary practice knowledge and the ability to translate that knowledge into practical service delivery guidance.
• Demonstrated understanding of Human Services Quality Standards, ISO quality systems, Licensed Care Service requirements, contractual obligations, government reporting and relevant legislative/regulatory frameworks.
• Experience developing, implementing, reviewing and improving practice manuals, service delivery procedures, frameworks, tools and resources.
• Experience leading or contributing to file reviews, practice audits, quality assurance activities and continuous improvement processes.
• Demonstrated experience supporting or leading quarterly reporting, contract reporting, data quality assurance and performance monitoring.
• Strong relationship-building and influencing skills, including the ability to work collaboratively with Regional Managers, Program Managers, frontline staff, funders, regulators and community stakeholders.
• Demonstrated leadership and change management capability, including the ability to support staff and teams through reform, new systems, changed practice expectations and continuous improvement.
• High-quality professional judgement, with the ability to make decisions based on evidence, service requirements, cultural considerations and organisational priorities.
• Highly developed written and verbal communication skills, including the ability to present complex information clearly, professionally and sensitively.
• Ability to manage competing priorities, meet deadlines and maintain professionalism in a complex and changing service delivery environment.
• Understanding of CQID’s organisational goals and the ability to contribute to broader organisational reform, integrated service delivery and community-controlled practice.