Incidents & Complaints Specialist

HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us: 1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care 2. We believe in technology as an enabler 3. We’re driven by helping customers attain better outcomes This position is part of the Mable team.  About Mable Mable is one of Australia's leading and fastest-growing healthtech platforms. As a purpose-driven company, we are where thousands of people with disability and older Australians have connected with independent support workers of their choosing and on terms that suit them.  With more than 25 million hours of support facilitated since 2014, it's no wonder we have been recognised on the AFR's Top 100, Deloitte Tech Fast 50, were previously awarded Australian Growth & Technology Growth Company of the Year.  By working at Mable, you will join a high productivity and dynamic team environment, leading to meaningful change in Australia's care and support sectors. To find out more, visit https://mable.com.au/ About the role We’re looking for an Incident and Complaints Specialist to join our dedicated Incident and Complaints Team. In this role, you’ll play a key part in maintaining the highest standards of service for our clients and support providers by managing incidents and complaints efficiently and in line with regulatory and organisational requirements. Your work will help ensure accountability, continuous improvement, and a strong culture of quality and safety. Key Accountabilities: Incident Management:

Receive, document, and assess incident reports promptly and accurately.

Conduct thorough investigations, collaborating with relevant stakeholders to gather and verify information.

Analyse root causes of incidents and recommend or implement corrective and preventive actions to reduce future risks.

Maintain comprehensive records of all incidents, findings, and actions taken, ensuring full compliance with regulatory and organisational standards.

Complaint Handeling

Act as the primary point of contact for complaints from clients, their representatives, support providers and other stakeholders.

Handle complaints professionally and with empathy, ensuring clear, timely communication throughout the process.

Conduct impartial investigations into complaints, engaging relevant parties to gather evidence and reach fair, consistent outcomes.

Identify systemic issues contributing to complaints and proactively drive continuous improvement in service delivery and organisational practices.

Regulatory Compliance

Stay up to date with legislation, regulations and guidelines relevant to the National Disability Insurance Scheme (NDIS) and Aged Care sectors.

Ensure the team’s incident and complaint management and reporting processes comply with all regulatory requirements.

Work with internal teams to develop and implement policies and procedures that align with current regulatory standards and best practice.

Reporting & Analysis

Prepare comprehensive reports on incidents and complaints, capturing trends, patterns, and outcomes.

Provide regular updates to management and relevant stakeholders on the status of incidents and complaints, highlighting areas for improvement and risk mitigation.

Training & Support

Deliver training sessions and workshops to staff on incident and complaint management protocols, fostering a culture of accountability and transparency.

Provide guidance and support to colleagues involved in incident and complaint resolution processes, ensuring consistency and adherence to established procedures.

Skills, knowledge and experience

Experience in a relevant field such as Social Work, Health Sciences, or Public Administration is highly regarded.

Proven experience in incident and complaint management within the NDIS, Aged Care, or similar healthcare settings.

Sound knowledge or a willingness to learn and self educate on regulatory frameworks and quality standards applicable to the NDIS and Aged Care sector.

Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.

Excellent communication and interpersonal skills, with the ability to interact professionally with diverse stakeholders.

Demonstrated ability to work independently, prioritise tasks, and manage competing priorities effectively.

Ability to work within a small team to offer support to peers balancing shared workload.

High level of integrity and confidentiality, with a commitment to upholding ethical standards in all aspects of work.

Emotional Resilience to handle difficult subject matter.