Hearth Support Services

Compliance

• Lead accreditation, governance, and continuous improvement functions across the organisation
• Set and uphold standards for compliance, safety, and continuous improvement
• Shape a culture of quality and accountability across head office and support teams
• Oversee accreditation programs, internal audits, and quality management systems
• Drive compliance with NDIS Practice Standards, Safeguards Commission requirements, OHS legislation, and organisational policies
• Lead risk assessments, continuous improvement initiatives, and safeguarding frameworks
• Manage incident reporting, investigations, and Commission submissions
• Coordinate reportable incidents, restrictive practices, and behaviour support compliance
• Build a culture of quality, safety, clinical excellence, and workforce capability
• Work primarily from the Glen Iris office with occasional travel to other Hearth offices and participant locations

Quality Improvement and Compliance Manager

General

• Answer and triage client service calls based on urgency, risk, and participant needs
• Proactively manage rosters and respond to unplanned changes while striving toward zero gaps
• Monitor and action roster gaps caused by support worker leave or cancellations
• Review and approve support worker leave and communicate impacts to relevant stakeholders
• Match support workers to participants based on skills, availability, preferences, and diversity
• Serve as the first point of contact for scheduling enquiries from participants, families, and support workers
• Ensure rosters and service delivery comply with SCHADS Award, NDIS standards, and organisational policies
• Maintain accurate documentation, case notes, and scheduling records in Brevity and Teams
• Escalate incidents, risks, and complaints appropriately and promptly
• Contribute to continuous improvement, quality, safety, and risk management practices

Quality Improvement and Compliance Manager

Senior Services Coordinator