Position Description Quality Coordinator

HR – DOC – Position Description Page 1 Relationship Counsellor

Location/s Support Services

Reporting to Head of Quality and Performance Analysis

Direct Reports Nil

Level Band D

Date Updated January 2017

About the Role The purpose of this position is to work with the Client Outcomes and Quality Management Team to effectively develop and implement an Internal Auditing schedule, manage the document management system and coordinate the complaints management system as required by the strategic, quality and continuous improvement agenda of RAQ.

Key Responsibilities

Auditing Lead and implement internal auditing practices and provide reporting against Standards and Statutory obligation compliance.

Contribute to the development of tools and resources to support auditing teams to undertake audits and compliance assessments as part of core business activity.

Champion a continuous improvement agenda across RAQ. Implement and monitor continuous improvement functionality and prepare reports for the Quality Management Meeting to allow for an analysis and identification of linked compliance relationships.

Ensure preparation and compliance for second party and third party audits.

Document Management Develop and implement Record Management Policies and Procedures, including retention and disposal or records and support the document management system to operate effectively.

Promote and educate on good document management practices i.e. Document creation, approval, publishing, review, archive, disposal, storage and recall.

Contribute to the maintenance of policy, procedures, work instructions, projects and other initiatives, which supports the strategic, quality and continuous improvement agenda of RAQ.

Complaints Coordinate incoming complaints including allocating the complaints to the appropriate department for investigation and tracking resolution times.

Contribute to the development of tools and resources to support the investigation of complaints as part of core business activity.

Maintain the administrative component of the complaints management system (i.e., organisational complaints register) and identify any areas of improvement in complaint processes.

Communication Assist in the progression of enhanced relationships with stakeholders including: clients, customers, RAQ staff of programs and venues, through effective and innovative communication.

Facilitate meetings, workshops, focus groups and develop initiative mechanisms to communicate with and disseminate information to staff from RAQ Support Services to Venues and Programs, using highly developed communication skills and available information technology resources.

Position Description Quality Coordinator

HR – DOC – Position Description Page 2 Relationship Counsellor

Client Outcomes and Quality Management Team

Contribute to the development, implementation and evaluation of the Client Outcomes and Quality Management Team strategic and operational planning.

Contribute to the core business of the Client Outcomes and Quality Management team, which includes initiatives to achieve accreditation, quality management and continuous improvement for RAQ.

Other Organisational Responsibilities

Adhere to all organisational policies, procedures, standards and practices

Act only in ways that advances RAQ objectives, values and reputation

Other duties, consistent with skills and experience, as directed by the reporting manager

About You To be successful in this position you will have:

Required Highly Desired

Qualifications Undergraduate tertiary qualification in business or related discipline(s)

Experience Experience in working with recognised quality standards

Experience in implementing accreditation processes from beginning to end

Exposure to accreditation programs such as ISO, HSQF and Australian Business Excellence Framework.

Knowledge Ability to rapidly acquire knowledge of industry legislative requirements and the internal operations of RAQ

Knowledge of industry legislative requirements

Skills Ability to work autonomously

Independently prioritise tasks in an environment of competing demands

Excellent time management

Excellent communication

It should be noted that Position Descriptions are under constant review and may be changed

at any time.