Position overview

The Health Services Support Unit sits within the Chief Executive Officer division. The team provides a coordinated approach to consumer feedback and correspondence, and advice for CHS executive, Minister’s, the ACT Government and other stakeholders.

The Consumer Feedback Coordinator reports to the Director, Health Services Support Unit, and manages consumer feedback received across CHS. The role liaises directly with consumers and members of the public to respond to feedback and resolve concerns, and supports administrative processes and reporting related to consumer feedback including supporting open disclosure processes.

Key Responsibilities

Specific responsibilities include, but are not limited to, the following:

1. 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 CHS.
   • 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.
2. Provide administrative support for education sessions delivered by the consumer feedback team.
3. Maintain stock levels of the Consumer Feedback resources.
4. Actively seeking feedback from current consumers through various methods.
5. Undertake other duties appropriate to this level of classification which contribute to the operation of the organisation.

Competencies

To be successful in this position, it is expected that you will have the following attributes:

• High level verbal and written communication, and interpersonal skills.
• High levels of emotional intelligence and self-motivation with the ability to work with a range of stakeholders and build strong, respectful relationships.
• Strong organisational skills with an ability to work independently and within a team environment.
• Strong organisational skills with a high degree of initiative and drive.
• Flexible to accommodate change in a complex environment.

Qualifications

Specific responsibilities include, but are not limited to, the following.

Essential

• N/A

Desirable

• Relevant Recent experience in a clinical or operational environment within the healthcare sector including managing consumer feedback is preferred.
• Have an understanding of how the National Safety and Quality Health Service (NSQHS) indicators align with this role.

Experience

Essential

• N/A

Desirable

• Experience or knowledge of the CHS Exceptional Care Framework, and all other related frameworks.

Prior to commencement

Appointment to this position is conditional on being granted and retaining appropriate clearances:

• Pre-employment National Police Check.

Important information

All employees are required to:

• Adhere to the Canberra Health Services Values and the ACT Public Service Code of Conduct.
• Act in accordance and comply with all relevant Safety and Quality policies and procedures.

What you Require (Key Selection Criteria)

These are the key selection criteria for how you will be assessed in conjunction with your resumé and experience.

1. Proven experience in customer service, complaints management and / or conflict resolution in a health or community service environment and an understanding of customer service and consumer feedback principles.
2. Demonstrated high level written communication skills, including an ability to interpret and translate information gained from investigations into written responses that are appropriate for the audience,
3. Demonstrated high-level of computer literacy, data collection, and data entry skills.
4. Effective interpersonal skills including negotiation, problem solving and consultation with consumers, health professionals and other key stakeholders to achieve satisfactory outcomes.
5. Demonstrates understanding of, and adherence to, safety and quality standards, Work Health and Safety and the positive patient experience. Displays behaviour consistent with CHS’s values of reliable, progressive, respectful, and kind.

Work environment description

The following work environment description outlines the inherent requirements of the role and indicates how frequently each of these requirements would need to be performed. Please note that the ACT Public Service is committed to providing reasonable adjustments and ensuring all individuals have equal opportunities in the workplace.