Overview:
The Quality and Compliance Officer is responsible for supporting the Quality & Risk team in the delivery of efficient and effective operations of high-quality services across all areas of the MAX Solutions organisation nationally. Supporting the business with the management of all customer complaints, treatment of ensuing feedback, incidents, associated participant events, records requests are the key functions of this role.
Responsibilities:

KEY SKILLS

• Excellent understanding of Employment Services Contractual requirements
• Exceptional Communication (oral & written), negotiation and interpersonal skills
• Excellent attention to detail
• Excellent organisational and analytical skills
• Effective, positive problem solving and conflict resolution skills
• Knowledge of relevant legislation including Anti-discrimination, Equal Employment Opportunity, Occupational Health and Safety, Privacy and Freedom of Information
• Computer skills – Advanced Word, Excel, Sharepoint, Internet & Email
• ESS system or equivalent experience preferred.

REQUIRED EXPERIENCE

• Employment Services industry and practical experience with demonstration of the above-mentioned key skills and personal attributes is considered to be highly important in the role.

QUALIFICATIONS/REQUIREMENTS - MANDATORY

• Hold or have the ability to obtain a current Police Clearance and Working with Children Check.

QUALIFICATIONS/REQUIREMENTS – PREFERRED BUT NOT ESSENTIAL

• Relevant tertiary qualifications
• Current Driver’s Licence.

• Active involvement with the daily management of complaints, feedback, incidents and participant events within Compliance 360, Aurion, Sharepoint, ESS and other relevant systems
• Submitting appropriate and thorough responses to Departmental complaints in a timely, professional and efficient manner, ensuring that required input from sites and other key stakeholders has been obtained
• Provide appropriate and clear advice on the management of incidents and complaints to ensure staff safety and the best possible outcome, including escalation or implementation of alternative servicing for customers where required
• Reporting of incidents including accurate and required information to appropriate Departments
• Reporting and analysis of complaints, feedback and incidents with the goal of effectively informing the business with trends, root cause and business process improvement requirements
• Completion of all Freedom of Information and all other associated records requests in an accurate and timely manner ensuring that all Australian Privacy Principles required timeframes have been fully met
• Communication of upcoming and completed Departmental monitoring visits including preparation required and results
• Utilising Compliance 360 to conduct on-site and desktop audits on key claiming & service provision elements conducted by AKG Australia, including but not restricted to Workforce Australia, Disability Employment Services (DES) / Inclusive Employment Australia (IEA), and other program and services delivered by AKG related entities
• Utilising Compliance 360 to issue and coordinate the Self-Assessment program across various programs and sites
• Contributing to a variety of projects that the Quality & Risk team are involved in that are aimed at risk mitigation for the broader organisation
• Undertaking program assurance reviews including contacting employers and customers to gain independent documentary evidence to support claims that have taken
• Contributing to the development and ongoing review of Policy and Procedures, supporting tools and learning resources for use by staff for current and future contracts delivered by AKG and its various business units
• Communication of Temporary Service Disruptions to appropriate Departments
• Contributing to the maintenance and general upkeep of requirements within the quality assurance programs of ISO 9001:2015, National Standards for Disability Services (NSDS), the Departmental Quality Assurance Framework (QAF) and associated certification and regulatory body requirements
• Contributing to the development and upgrade of policy & procedural guidelines and respective job aids for use by staff for current and future contracts delivered by MAX Solutions and its various business units
• Comply with all WHS procedures ensuring that team members including volunteers and contractors abide by all relevant health and safety procedures
• Act as a role model by demonstrating safe work behaviours and report all accidents, incidents or near misses immediately
• Other duties as required.