Complaints and Incident Management Lead
Complaints and Incident Management Lead
Posted
14-May-2025
Location
Sector
Charities
Salary
Work Type
Permanent, Part Time
Reference
3919364
About Lifeline Australia
Join Lifeline Australia and you will be helping to support the delivery of critical services ensuring that “no person in Australia has to face their darkest moments alone.”
Lifeline Australia is a national suicide prevention charity providing all Australians experiencing emotional distress with access to 24-hour crisis support and suicide prevention services. They are committed to empowering Australians to be suicide-safe through connection, compassion and hope. This is achieved through a partnership of over 10,000 committed volunteers and their member centres in communities across the nation.
Our team is passionate, supportive, and hardworking. We are driven to achieve our goals, continuing to grow and deliver critical support to all Australians during a time when mental health has never been more important.
About the Role
The Complaints and Incident Management Lead is responsible for the ongoing design and management of complaints, incident management and risk assessment across the Lifeline member network. This role will work closely with a variety of stakeholders to ensure risks, complaints and incidents are addressed in a timely manner, accurately recorded (including resolutions), and that data is regularly analysed to identify trends or areas for improvement. This position will also provide reporting and recommendations to improve Lifeline’s services and processes.
Beaumont People have been retained to recruit this position on behalf of Lifeline Australia.
Applications will be reviewed as received and successful applicants will be contacted for further discussion.
If this sounds like something that you would be interested in, please apply directly to the advertisement with a full resume. A cover letter will be required if shortlisted.
If you have any questions prior to submitting your application, please direct them to Rhonda Newman - rhonda@beaumontpeople.com.au.
At Beaumont People we believe a diverse workplace is a happy workplace, and we love working with organisations that feel the same way. We encourage applications from people of all different backgrounds, including Aboriginal and Torres Strait Islander peoples, people from CALD backgrounds and people with disabilities. We do not discriminate on the basis of race, religion, sexual orientation, gender identity, national origin, age, disability, marital or parental status. Should you require a reasonable accommodation to be made for your application to be assessed, we would be more than happy to discuss how that can be arranged.
Join Lifeline Australia and you will be helping to support the delivery of critical services ensuring that “no person in Australia has to face their darkest moments alone.”
Lifeline Australia is a national suicide prevention charity providing all Australians experiencing emotional distress with access to 24-hour crisis support and suicide prevention services. They are committed to empowering Australians to be suicide-safe through connection, compassion and hope. This is achieved through a partnership of over 10,000 committed volunteers and their member centres in communities across the nation.
Our team is passionate, supportive, and hardworking. We are driven to achieve our goals, continuing to grow and deliver critical support to all Australians during a time when mental health has never been more important.
About the Role
The Complaints and Incident Management Lead is responsible for the ongoing design and management of complaints, incident management and risk assessment across the Lifeline member network. This role will work closely with a variety of stakeholders to ensure risks, complaints and incidents are addressed in a timely manner, accurately recorded (including resolutions), and that data is regularly analysed to identify trends or areas for improvement. This position will also provide reporting and recommendations to improve Lifeline’s services and processes.
- Oversee the reporting, investigation, and resolution of complaints and incidents within Lifeline services - ensure timely and accurate documentation of all incidents and conduct root cause analysis and develop action plans to prevent recurrence.
- Manage the complaints process, ensuring all complaints are logged, investigated, and resolved in a timely manner; communicate with consumers and their families to address concerns and provide updates on complaint resolution.
- Conduct regular risk assessments and audits, develop and implement incident management policies and procedures, complaints management system and risk management policies and procedures.
- Ensure compliance with relevant regulations and standards, including the National Quality and Safety Digital Mental Health Standards.
- Collaborate with other departments (LLA Risk & Compliance and member centres) to develop risk mitigation strategies and work with Service Owners to develop and implement quality improvement initiatives based on analysis.
- Work closely with consumers, families, LLA workforce, Lifeline Member centres and external agencies to ensure effective incident, complaints, and risk management.
- Bachelor's degree in a related field and minimum of 3 years of experience in a mental health or related setting.
- Strong knowledge of incident, complaints, and/or risk management processes.
- Ability to analyse data and develop actionable insights and confidence in working with data and reports, with excellent and effective communication and interpersonal skills.
- Ability to work effectively in a multidisciplinary team, effective listening and boundary-setting, empathy and understanding of mental health issues and strong stakeholder management capability.
- Strong organisational and time management skills, problem-solving and critical thinking, attention to detail and accuracy, adaptability and resilience.
- Salary Packaging – being a not-for-profit organisation allows us to offer our employees access to some amazing tax savings through salary packaging.
- Lifeline Learning Academy – access to instructor led and online courses through Australian Institute of Management and e-learning module.
- Flexible working – we provide flexibility and support to all employees and encourage work-life balance.
- Employee Assistance Program – access to free counselling sessions for you and your family.
- Beautiful office facilities in a central location – including shower facilities.
Beaumont People have been retained to recruit this position on behalf of Lifeline Australia.
Applications will be reviewed as received and successful applicants will be contacted for further discussion.
If this sounds like something that you would be interested in, please apply directly to the advertisement with a full resume. A cover letter will be required if shortlisted.
If you have any questions prior to submitting your application, please direct them to Rhonda Newman - rhonda@beaumontpeople.com.au.
At Beaumont People we believe a diverse workplace is a happy workplace, and we love working with organisations that feel the same way. We encourage applications from people of all different backgrounds, including Aboriginal and Torres Strait Islander peoples, people from CALD backgrounds and people with disabilities. We do not discriminate on the basis of race, religion, sexual orientation, gender identity, national origin, age, disability, marital or parental status. Should you require a reasonable accommodation to be made for your application to be assessed, we would be more than happy to discuss how that can be arranged.
