About Peers Management

Peers Management is an NDIS service provider supporting people with disability. Our services include Plan Management, Support Coordination, Social and Community Participation, Home & Living Supports, and Respite and Short Term Accommodation.

About the Role

The Quality Assurance Manager will be responsible for planning, implementing, monitoring and continuously improving Peers Management's organisation-wide quality management framework.

Working closely with senior management and operational teams, you will ensure that appropriate systems, policies and processes are in place to maintain service quality, manage organisational risk, meet regulatory requirements and promote continuous improvement across all areas of service delivery.

You will also oversee internal quality reviews and audit preparation, analyse quality performance and non-conformances, and ensure that lessons arising from incidents, complaints, participant feedback and audits are translated into meaningful improvements across the organisation.

Key Responsibilities

- Develop, implement, maintain and continuously improve the organisation's quality management systems, policies, procedures and quality standards.
- Plan, organise and coordinate quality assurance activities across Peers Management's NDIS services, including Plan Management, Support Coordination, community participation, Home & Living Supports and Short Term Accommodation.
- Liaise with management, service delivery teams and other operational staff to ensure organisational processes consistently achieve required quality and service outcomes.
- Establish,



review and update service quality standards, procedures, guidelines and operational specifications to ensure they remain appropriate, effective and compliant.
- Oversee internal quality audits and reviews, identify areas of non-conformance or quality risk, and coordinate corrective and preventative actions.
- Coordinate preparations for external audits, certification or registration assessments and ensure relevant records, policies, procedures and supporting evidence are maintained to the required standard.
- Monitor compliance with the NDIS Practice Standards, NDIS Code of Conduct and other applicable legislative, regulatory and organisational requirements.
- Review incidents, complaints, participant feedback, audit findings and service delivery data to identify recurring issues, quality trends and opportunities for improvement.
- Investigate the causes of quality failures or non-conformances and work with relevant managers to implement and monitor corrective actions.
- Develop and maintain systems for monitoring organisational quality performance, including quality indicators, audit outcomes, corrective actions and continuous improvement initiatives.
- Provide regular reports and recommendations to senior management regarding quality performance,



identified risks, compliance issues and opportunities to improve service delivery.
- Lead quality improvement initiatives designed to improve participant outcomes, service consistency, operational effectiveness and organisational compliance.
- Review organisational policies, procedures and quality documentation to ensure they accurately reflect current operational practices and regulatory requirements.
- Develop and deliver training and guidance to employees on quality standards, organisational procedures, compliance obligations and continuous improvement practices.
- Promote a strong culture of quality, accountability, participant safety and continuous improvement throughout the organisation.
- Work collaboratively with operational managers to ensure quality requirements are embedded into everyday service delivery and organisational decision-making.

About You

To be successful in this role, you will ideally have:

- A relevant tertiary qualification in quality management, business, management, health services, community services or a related discipline.
- Demonstrated experience managing quality assurance or quality management systems within a regulated service setting.
- Experience within the disability, NDIS, health, community services or human services sector will be highly regarded.

If you are an experienced quality professional who enjoys building effective systems, improving organisational performance and creating a culture of continuous improvement, we would welcome your application.

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