Infinity Support Services Australia Pty Ltd. – Werribee VIC

This role provides expert leadership and oversight of the organisation's Incident Management System in accordance with NDIS Commission requirements. You will support the Clinical & Practice Manager in ensuring all incidents are appropriately identified, documented, escalated, investigated, and closed within required legislative and organisational timeframes. You will act as a key escalation point for responsible, complex, high‑risk, and reportable incidents, provide strategic oversight regarding incident management performance, and promote a proactive organisational culture focused on participant safety, reporting, learning, and accountability.

Key responsibilities

- Support the Clinical & Practice Manager in leading and overseeing the organisation's Incident Management System in accordance with NDIS Commission requirements
- Ensure all incidents are appropriately identified, documented, escalated, investigated, and closed within required legislative and organisational timeframes
- Provide expert guidance regarding incident classification, risk assessment, escalation pathways, and response strategies
- Act as a key escalation point for serious, complex, high‑risk, and reportable incidents and provide timely advice to the Clinical & Practice Manager
- Provide regular incident governance reports to the Clinical & Practice Manager and Executive Leadership Team




- Ensure compliance with all NDIS Incident Management and Reportable Incident requirements
- Lead or oversee incident investigations ensuring they are thorough, objective, person‑centred, and completed within required timeframes
- Apply recognised investigation methodologies, including Root Cause Analysis (RCA), to identify contributing factors and systemic issues
- Design and deliver training programs relating to incident management, safeguarding practices, duty of care, restrictive practices, and risk management
- Develop and maintain incident reporting dashboards, performance reports, and organisational Key Performance Indicators (KPIs)

About you

- Expert knowledge of incident management systems and NDIS Commission requirements
- Experience in leading incident investigations and applying Root Cause Analysis methodologies
- Knowledge of safeguarding practices, duty of care, and restrictive practices
- Ability to provide strategic oversight and assurance regarding incident management performance and compliance obligations
- Experience in developing and delivering training programs
- Strong stakeholder engagement and communication skills
- Ability to analyse incident data and identify trends and emerging risks
- Experience in quality assurance, audits, and continuous improvement initiatives

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📌 Practice Lead – Incident Management (Wyndham City)
🏢 Infinity Support Services Australia
📍 Wyndham City