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Consumer Feedback And Engagement Coordinator - Administrative Service Officer 6

ACT Government Health - Canberra Airport, ACT

Government, Defence & Emergency
Source: uWorkin

Source: uWorkin


Consumer Feedback and Engagement Coordinator - Administrative Service Officer 6 (Job Number: 01TXX)


Job Title: Consumer Feedback and Engagement Coordinator
Classification: Administrative Services Officer Class 6
Position Number: 15998
Annual Salary: $87,715 - $100,388
Branch: Quality, Safety, Innovation and Improvement
Section: Consumer Participation
Vacancy Type: Temporary Full-time
Duration: Six months with possibility of extension
Closing Date: 14 February 2021
Contact Officer: Heather Needham (02) 5124 9565 heather.needham@act.gov.au

Our Vision: Creating exceptional health care together.
Our Role: To be a health service that is trusted by our community.
Our Values: Reliable, Progressive, Respectful and Kind

Canberra Health Services (CHS) is focussed on the delivery of high quality, effective, person centred care. It provides acute, sub-acute, primary, and community‐based health services, to the Australian Capital Territory (ACT)—a catchment of approximately 400,000 people. It also services the surrounding Southern New South Wales region which includes the Bega Valley, Bombala, Cooma-Monaro, Eurobodalla, Goulburn, Mulwaree, Palerang, Queanbeyan, Snowy River, Upper Lachlan Shire, and the Yass Valley.

CHS administers a range publicly funded health facilities, programs and services including but not limited to:

  • The Canberra Hospital: a modern 600-bed tertiary hospital providing trauma services and most major medical and surgical sub-specialty services.
  • University of Canberra Hospital Specialist Centre for Rehabilitation, Recovery and Research: a dedicated and purpose-built rehabilitation facility, with 140 inpatient beds, 75-day places and additional outpatient services.
  • Four Walk-in Centres: which provide free treatment for minor illness and injury.
  • Six community health centres: providing a range of general and specialist health services to people of all ages.
  • A range of community-based health services including Early Childhood Services, Youth and Women’s Health, Dental Health, Mental Health, Alcohol and Drug Services.
Overview of the work area and position

The Quality, Safety, Innovation and Improvement Division is focusing on Canberra Health Services’ strategic approach to patient safety and quality with a focus on continuous quality improvements.

The Division will provide strategic leadership, oversight and advice on Canberra Health Services' Quality approach to deliver Exceptional Health Care Together and developing a culture of continuous quality improvement. This is achieved through:

  • Safeguarding the high standards of care through the development of supporting policies, procedures, consumer engagement strategies, reporting and investigating reported incidents and communicating themed patient safety issues and risks to the organisation
  • Continually improving the quality of the services through active teaching, coaching, facilitation of improvement and quality assurance programs and the provision of information for service improvement
Branches within the Quality, Safety, Innovation and Improvement Division are:
  • Consumer Participation
  • Incident Management
  • National Standards, Accreditation and Quality Improvement
  • Quality Assurance
This role reports directly to the Manager, Consumer Participation. The Consumer Participation Team manages consumer feedback and engagement, patient experience survey and consumer handouts coordination. The team also supports the implementation and monitoring of the Partnering with Consumers Framework.

Eligibility/Other Requirements:Desirable:
  • Recent experience in a clinical or operational environment within the healthcare sector including managing consumer feedback.
Prior to commencement successful candidates will be required to:
  • Undergo a pre-employment National Police Check.
This is a temporary position available for a period of six months with the possibility of extension.
Applications for this vacancy will be considered at either the Administrative Services Officer Class 6 level, Registered Nurse Level 2 or Health Professional Officer Level 3 depending on qualifications, skills and experience. If you wish to apply for the RN2 or HP3 please see separate job ads under 01TY2 and 01TY4.

  • Work closely with Divisional Executive Officers, clinical and administrative staff and other Consumer Feedback Coordinators to:
  • Respond to all types of enquires related to consumer and carer feedback for Canberra Health Services.
  • Coordinate the day to day consumer feedback process, ensuring that feedback is managed in an appropriate and timely manner and that the issues raised are satisfactorily addressed and responded to.
  • Enter feedback data into the Feedback Register in the Riskman system and prepare reports as required.
  • Work with consumers, clinicians and managers to proactively resolve consumer feedback.
  • Develop comprehensive written responses to feedback received if required, in consultation with the relevant CHS divisions.
  • Provide education to staff regarding responding to feedback
  • Meet with consumers and their carers/loved ones to collect and record patient stories
  • Actively seeking feedback from current consumers through various methods
  • Provide administrative support for family meetings and open disclosure conversations
  • Undertaking other duties as directed, within the approved scope of clinical practice ensuring the delivery of high-quality person and family centred, safe and high-quality patient care.
Selection Criteria
These are the key criteria for how you will be assessed in conjunction with your curriculum vitae and experience. Your statement of claims against the Selection Criteria should summarise how your skills and experiences would enable you to fulfil the responsibilities of the position. It is therefore in the interests of candidates to present their application in a way that demonstrates significant outcomes associated with each of the criteria, as well as the capabilities and behaviours that underpin them.

1. Proven experience in providing high level customer service including complaints management and/or conflict resolution and an understanding of consumer feedback principles and practices.

2. Proven high level written communication skills, including an ability to interpret and translate complex information gained from investigation into written responses that are appropriate for the audience.

3. Proven ability to effectively work within a team environment and effective interpersonal skills and verbal communication skills including negotiation, problem solving and liaison with consumers, and other key stakeholders to resolve complaints and customer service enquiries.

4. Excellent time management skills and ability to co-ordinate a range of tasks and competing priorities, while maintaining high quality standard of outputs.

5. Demonstrates a commitment to work, health and safety (WHS) and the positive patient experience and displays behaviour consistent with Canberra Health Services values of Reliable, Progressive, Respectful and Kind.

How to Apply
To complete your application, you must prepare responses to the Selection Criteria and upload this as part of your application along with a current curriculum vitae. For more information on how to apply go to http://www.health.act.gov.au/employment/how-apply.

For further information about the position and a copy of the performance expectations and jobs demands checklist please contact the Contact Officer above.

Job: General/Administrative
Salary Range: 87,715.00 - 100,388.00
Contact Name: Heather Needham
Contact Email: heather.needham@act.gov.au
Closing Date: 14/Feb/2021, 6:59:00 AM

Canberra Airport, ACT

Government, Defence & Emergency


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