Are you a compassionate
listener and passionate about improving child and family
experiences?
Contribute to healthier
futures for children, adolescents, and their
families.
This is a Fixed Term Full Time appointment for 12 months, and
Job Share arrangements will be considered.
CRVCID 721392
About the
Role
As a Liaison Officer, you will act as an
independent and objective point of contact between children, their
families, carers and staff, supporting the effective management of
concerns, complaints, enquiries, suggestions and compliments. You
will focus on achieving timely, thorough and respectful resolution
of all feedback.
You will manage enquiries received via phone, email and in
person, ensuring matters are appropriately assessed, allocated and
responded to by the relevant teams. You will also meet with
families to proactively address concerns, provide guidance about
services, and support positive outcomes as part of a
multidisciplinary healthcare team.
Key responsibilities of this role include:
- Maintaining and updating our records management systems in
compliance with regulatory frameworks, continuous quality
improvement principles, and our integrated risk management
system.
- Promoting awareness of consumer rights and
responsibilities.
- Preparing written complaint responses and reports related
to consumer feedback, cross-referencing incidents with our
safety mechanisms to ensure risks are captured.
- Actively participating in continuous quality improvement
initiatives related to consumer engagement and
participation.
- Promoting awareness and providing advice among staff and
consumers about the Child and Family Liaison Service.
- Participating in consumer-related committees as
required.
We are seeking candidates with relevant experience in a patient
and/or family liaison or similar role, who demonstrate strong
communication, problem-solving and stakeholder engagement
skills.
If you are a calm, compassionate listener with a passion for
improving patient experiences and contributing to a culture of
continuous improvement, we encourage you to apply.
About our
Team
Our dedicated Child and Family Liaison Service team manages
consumer feedback from across the Child & Adolescent Health Service
(CAHS), keeping each child’s health journey at the core of our
focus and ensuring each concern is acknowledged, and appropriately
investigated.
We communicate with families to clarify complaint issues and
expected outcomes, and work closely with service divisions and
clinical teams to thoroughly investigate and resolve their concerns
and complaints, ensuring outcomes are accurately recorded, and
communicated within a timely framework, adhering to relevant
governance and regulatory frameworks, standards, consumer rights
and responsibilities and our organisational values.
We seek to understand the causes of complaints, applying systems
thinking in our analysis, and recognise that feedback from
consumers are valuable inputs to our continuous improvement as an
organisation, and our commitment to the well-being of children,
adolescents, and their families.
How to
apply
We welcome your application via the ‘Apply for Job’ button at
the bottom of this page. Your application should contain the
following:
- A letter or statement addressing the Essential
Selection Criteria (maximum 2–3 pages). Please refer
to the Applicant Information Package and Job Description Form
(JDF) - including the selection criteria - attached for further
details.
Please note: Providing examples of how you have applied your
skills, knowledge and experience will help demonstrate how you meet
the selection criteria.
- A copy of your current CV outlining your most recent and
relevant work experience.
- The name, email and contact details of two referees who can
be contacted to provide an employment reference (we will
contact you and seek your confirmation prior to contacting your
listed referees).
Role related
questions: We encourage you to
contact Birsena Aly at birsena.aly@health.wa.gov.au or
phone 041 250 4766 with any specific questions related to this
role.
Help in submitting your application: If
you experience technical difficulties while applying online, please
contact Employee Services on 13 44 77 for immediate assistance
during business hours.
Eligibility: Australian citizenship or
permanent residency is an essential requirement for applicants to
be considered for permanent positions in the public sector. Fixed
term and/or casual contracts can be held by individuals on visas
that allow working rights within Australia.
Other Conditions: WA Health engages staff
in positions of trust and responsibility. WA Health policies
require applicants to undertake criminal records screening and
integrity checking as part of the appointment process. Referees may
also be asked to comment on an applicant’s integrity and past
demonstration of ethical behaviour.
WA Health is committed to eliminating all forms of
discrimination in the provision of our service. We embrace
diversity and strongly encourage applications from people from
culturally diverse backgrounds and people with disabilities.
In addition, we are committed to growing our Aboriginal
workforce as part of WA Health Aboriginal Workforce Policy. As a
measure to achieve equality, Section 51 of the Equal Opportunity
Act 1984 applies to this position and Aboriginal and Torres Strait
Islander peoples are encouraged to apply.
Whilst this selection process will initially be used to fill the
above vacancy, it may also be used to fill other "similar"
vacancies throughout the health service. In addition to this,
should the successful applicant decline or vacate the advertised
vacancy, then the next most suitable applicant may also be selected
from this process. Both of these options remain valid for a period
of twelve (12) months from when the authorised delegate endorses
the recruitment decision.
About
CAHS
The Child and Adolescent Health Service (CAHS) is proud to be
the leading service provider for paediatric healthcare in Western
Australia, as the State’s only dedicated health service for
infants, children, and young people. CAHS comprises three service
areas: Perth Children’s Hospital (PCH) and Neonatology, Community
Health, and Child and Adolescent Mental Health Services
(CAMHS).
With over 7000 employees, our services are delivered at PCH and
King Edward Memorial Hospitals (KEMH), as well as across a network
of more than 160 community clinics across the Perth metropolitan
area.
For further information about the benefits of working for CAHS,
please click here and
for further information regarding CAHS’ services, please
click here
CAHS values: To achieve our vision
of healthy kids, healthy communities, CAHS is
committed to providing a workplace culture that is driven and
shaped by our values of Compassion, Collaboration, Equity, Respect, Excellence and Accountability. During
the selection process you may be assessed on your ability to fulfil
the responsibilities of this position in accordance with the
values. If you have any questions regarding this, please contact
the person named in this advert.
Support for your interview
process
CAHS is committed to ensuring that our interview process meets
the access needs of all applicants. If you require any reasonable
adjustments to accommodate a disability, enhance access, or support
your inclusion and success during the interview, please contact the
CAHS Talent Acquisition Team prior to your interview.
You can reach the team via CAHS.talentacquisition@health.wa.gov.au
or by calling 08 6456 0321. All enquiries will be treated
confidentially.
Lodgement is system generated. Any submissions on, or
after, 4:00pm on the closing date will not be
accepted.
