Quality Assistant in Melbourne, Australia

About us

InLife is a rapidly growing, financially healthy social enterprise with a vision that all people with a disability live full and fulfilling lives. We help to make this happen by supporting our clients and their carers with high quality, hassle-free personal assistance in the home.

As well as the basics of personal care and support, we provide a supportive and empowering environment to help navigate life’s choices and opportunities. Everyone at InLife is working towards the same purpose: to positively transform the experience of disability support. With a genuine desire to make a difference, we believe we’re doing it, one team at a time.

We understand that if we’re serious about our vision to transform the experience of disability support (and we are!), we need to employ great people and help them perform at their best. No matter whether you work directly with our clients or behind-the-scenes at InLife HQ, you’ll play an important part in making sure we deliver outstanding service.

The role

We are committed to delivering a high-quality, person centred and consistent service for our clients. Part of delivering this service is monitoring our compliance and gathering information from clients and members of our client service team to improve quality systems.

Our Quality team works collaboratively within the Client Service team to identify opportunities for improvement in service delivery. With the support of this experienced team, you will work with the Head of Quality, Research and Policy to maintain and improve service quality. This will involve engaging with clients using their preferred method of communication to understand their satisfaction with InLife services and identify improvements, assisting with the management of InLife’s client advisory group, managing InLife’s internal incident reports, assisting with policy development and data collection in areas of quality improvement, preparing reports and communicating improvements and changes with members of the organisation.

In addition to quality improvement, you may be involved in a range of generalist projects and responsibilities that include WHS, L&D and operational admin.

Key Accountabilities

Internal and NDIS incident reporting

• Review internal incident reports for alignment with InLife and NDIS incident reporting procedures

• Produce monthly incident reports for senior management and the board as part of InLife’s internal auditing process

• Produce tailored incident reports for client teams on request

Client engagement

• Meet with clients and their support networks to understand their satisfaction with InLife services and identify improvement opportunities

• Assist with the management of InLife’s client advisory group including help with arranging meetings, communicating the meeting agenda and ensuring the inclusion of clients with a wide range of support needs

Policy development, data collection and Internal audits

• Assist with developing policies associated with quality improvement and compliance activities

• Assist with developing shift notes and forms to collect data specific to client support services

• Assist with compliance activities relating to NDIS quality standards by regularly conducting internal audits of files and records associated with the delivery of client services

• Work with the Quality team to embed an audit ready approach across the organisation and assist with the NDIS Commission registration cycle

Quality improvement projects

• Support the Quality and Client Service teams with various quality improvement projects

• Explore opportunities to increase the effectiveness of options for safeguarding and supporting people with a disability both within and outside the organisation

To be successful you’ll have

• Community services qualification, or relevant experience, in a health, community service or health information management discipline

• Knowledge of the disability sector and comfort with incident reporting systems (desirable but not mandatory)

• Superior administrative and customer service skills

• Good judgement and common sense, a willingness to learn and a commitment to our values

  Additional requirements

As part of our recruitment process, certain checks will be undertaken with your permission, including an NDIS Worker Screening Check that you must have before you can start work.

We encourage all of our staff to be vaccinated for COVID-19 and current recommendations about vaccination can be found on ATAGI website.

Benefits

We offer great wages, great benefits and a supportive team culture (plus a strong commitment to birthday cake!). Salary packaging benefits are available too, which can help you maximise your take home pay.

A note about inclusion…

At InLife, diversity and inclusion is part of our DNA. We celebrate the amazing differences we all bring to our work and we actively ensure that everyone feels safe and supported in our workplaces.

We welcome and encourage applications from everyone and our hiring decisions will never be based on things such as your gender identity, disability, age, religion, ethnicity, sexual orientation or cultural background – because they simply aren’t relevant to doing an awesome job (and you are protected from this kind of discrimination under Australian law).

We also know that we continue to learn more about inclusion every day, so if there is something you think we could do differently to make InLife a place you could picture yourself working, we’re all ears.