About the role

Complete Nursing & Home Care Pty. Ltd. (CNHC) is a private company with a proud history of caring for people living with a disability and older Australians in Victoria. The Company is committed to its vision of building a community where people are empowered to live an independent life of their choice. We strive to understand what people want and work together to achieve outcomes.

The Compliance Officer will report to the Operations Manager and is responsible for overseeing the management, investigation, monitoring, and reporting of incidents, complaints, feedback, reportable incidents, and quality concerns across NDIS and Aged Care services.

The role ensures organisational compliance with the:

• NDIS Practice Standards
• NDIS Code of Conduct
• NDIS Reportable Incidents Requirements
• Aged Care Quality Standards
• Support at Home Program requirements
• Aged Care Serious Incident Response Scheme (SIRS)
• Relevant Commonwealth and State legislation
• Internal policies and procedures

The Compliance Officer supports a culture of continuous improvement, participant safety, consumer rights, and risk management by ensuring incidents, complaints, and feedback are managed effectively and within required timeframes.

The Compliance Officer embodies the company values of Respect, Integrity, Quality and Commitment.

Key responsibilities:

• Incident Management
  • Receive, review, triage and manage all incidents reported within the organisation
  • Assess incident severity and determine required actions
  • Assess incidents against Social Services Regulator (SSR), National Disability Insurance Scheme (NDIS) and My Aged Care- Serious Incident Response Scheme (SIRS) requirements
  • Coordinate notification and reporting to either the SSR, NDIS Quality and Safeguards Commission or the My Aged Care Quality and Safety Commission SIRS portal
  • Coordinate investigations into incidents involving participants, consumers, staff and other stakeholders and manage follow-ups
  • Ensure incidents and investigation outcomes are documented accurately within the organisation’s incident management system
  • Monitor corrective actions and ensure completion within required timeframes
  • Prepare incident reports for management and governance committees
  • Identify and analyse compliance data, incident trends, recurring issues and systemic risks complaints, audit findings, and quality indicators, providing recommendations and reports to senior management on risks, gaps, and improvement opportunities.
  • Conduct root cause analysis for significant incidents
  • Support managers to implement preventative and corrective actions
  • Assist with the development, implementation, monitoring and regular review of compliance frameworks, resources, reporting systems, policies to ensure compliance with the National Standards for Disability Services practice standards, Aged Care Quality Standards, and relevant legislative and regulatory
  • Identify and analyse compliance data, incident trends, recurring issues and systemic risks complaints, audit findings, and quality indicators, providing recommendations and reports to senior management on risks, gaps, and improvement opportunities.
• Complaints Management
  • Receive, document, acknowledge, and investigate complaints
  • Ensure complaints are managed in accordance with organisational policy and regulatory requirements
  • Coordinate communication with complainants throughout the investigation process
  • Facilitate resolution and ensure complainants are informed of outcomes
  • Monitor complaint trends and emerging issues
  • Maintain the complaints register
  • Promote a positive complaints culture where feedback is encouraged and valued
• Quality and Continuous Improvement
  • Maintain incident, complaint, risk, and feedback registers
  • Identify service improvements arising from incidents, complaints, audits and feedback
  • Assist with quality improvement initiatives
  • Monitor implementation of corrective and preventative actions
  • Support preparation for and participation in external audits, accreditation assessments, Commission reviews, and regulatory visits.
• Compliance Monitoring
  • Monitor organisational compliance with regulatory requirements
  • Conduct internal compliance reviews and audits
  • Support maintenance of compliance registers
  • Monitor statutory reporting obligations and deadlines
  • Track actions arising from audits, complaints, incidents and regulatory requirements
  • Prepare compliance reports for management and governing bodies
• Training and Staff Support
• Provide advice and guidance regarding:
  • Incident Management
  • Complaints handling
  • NDIS reportable incidents
  • SIRS requirements
  • Consumer rights and dignity of risk
  • Open disclosure practices
  • Deliver training and refresher education to staff
  • Assist managers to build a culture of quality, safety and compliance

Essential for the role:

• Demonstrated knowledge of the NDIS Practice Standards, NDIS Quality and Safeguards Commission requirements, Aged Care Quality Standards, Serious Incident Response Scheme (SIRS), and relevant legislation.
• Ability to identify compliance risks, analyse issues, and recommend practical and effective solutions.
• Experience in developing, reviewing, and implementing policies, procedures, systems, and quality improvement initiatives.
• Strong understanding of incident management, complaints handling, restrictive practices, risk management, and safeguarding frameworks.
• Strong customer focus.
• Proven administrative, reporting, and document management skills.
• Strong data analysis capability, including identifying trends, monitoring performance indicators, and preparing reports for management.
• Ability to work independently, exercise sound judgement, and use initiative in a dynamic environment.
• Ability to contribute to strategic planning in line with incident management, restrictive practices and staff training.
• Strong organisational, planning, and time management skills with the ability to manage competing priorities.
• Ability to contribute strategically to organisational quality, compliance, risk, and governance objectives.     
• Strong interpersonal and stakeholder engagement skills with the ability to build effective relationships at all levels.
• Ability to communicate effectively with regulators, government agencies, clients, families, support workers, care staff, and external stakeholders.
• Demonstrated experience facilitating compliance, quality assurance, and continuous improvement activities.
• Strong people management skills.
• Excellent written and verbal communication skills.
• Commitment to fostering a collaborative, inclusive, and positive workplace culture.
• Sound understanding of governance, risk management, and accreditation processes within disability, home care, community care, and aged care services.
• With Victorian driver’s licence and confident to drive

Essential checks:

• Employee Working with Children Check
• Current National Police Check
• First Aid & CPR certifications
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