The Quality Officer - Feedback and Incidents plays a key role in strengthening safety, quality, and risk management across Holstep Health. You'll support the effective management and investigation of incidents and feedback, identify emerging risks, analyse data and trends, and help teams turn insights into practical improvements.

At Holstep Health, we strive to enrich diverse communities through the provision of quality health care and support services. A career at Merri will see you contributing to a culture that affects change for our clients and the wider community. We are committed to supporting the talent and skills of our employees because we know their capability is the key to our success.

The Quality Officer – Feedback and Incidents role supports Holstep Health’s feedback and incident systems, ensuring incidents are effectively investigated, organisational risks are proactively identified and managed, and opportunities for learning and improvement are embedded across services. The role provides expert guidance to leaders and staff in the application of incident investigation methodologies, risk assessment, and risk mitigation strategies to support protected, high-quality, and person-centred care.

Working collaboratively with operational leaders, the role drives a culture of accountability, continuous improvement, and organisational learning by analysing incident and risk data, identifying emerging trends, monitoring the effectiveness of corrective actions, and ensuring compliance with legislative, regulatory, and accreditation requirements. The position plays a key role in supporting clinical governance by providing timely reporting, facilitating risk review processes, and promoting best practice approaches to risk management across the organisation.

You will be responsible for:

- Monitor clinical quality and safety indicators, analysing trends in incidents, complaints,



audits, and consumer feedback to identify opportunities for improvement and reduce clinical risk.

- Analyse clinical incidents, near misses, complaints, audit findings, and other quality data to identify trends, recommend improvements, and monitor the effectiveness of corrective actions.

- Support risk management processes including risk identification, assessment, treatment, monitoring, and review processes across clinical, operational, strategic, and corporate areas.

- Compile reports on incidents, hazards, near misses, and consumer experience and feedback, and alert the Quality & Risk Manager of any emerging trends or risks.

- Lead incident investigation and review processes in conjunction with other members of the business as appropriate to drive improvement to business operations and clinical practices, including root cause analysis, in-depth case reviews, critical incident reviews, or complex incident reviews.

- Ensure timely communication with incident and feedback submitters, key stakeholders (such as leadership) and other impacted parties throughout the process.

- Acts as key administrator for the risk, incident, and feedback platform including onboarding, offboarding, and enhancements to the platform

What you will need to succeed:
- Tertiary qualifications or experience working with a relevant discipline, e.g. Quality Management, Public Health, Allied Health, or Project Management.





- Demonstrated experience in incident investigation and analysis with sound knowledge and application of recognised investigation methodologies including Root Cause Analysis, Ishikawa diagram, ICAM, and others as appropriate.

- Sound knowledge of contemporary Quality & Risk principles, best practice, and the statutory and regulatory framework in which they operate.

- Advanced communication skills with experience in report writing and presentations.

- Excellent interpersonal and relationship building capacity with the ability to sustain relationships and build cooperation.

- Demonstrated ability to support and navigate change.

- A core commitment to a no-blame culture, acting respectfully with fairness, integrity, and transparency in serving the best interests of all stakeholders.

- Ability to work collaboratively through open communication and shared decision making and accountability.

What we offer

At Holstep Health, we embrace diversity, inclusion and flexibility, encouraging you to bring your whole self to work. As part of our team, you will be supported in your growth and professional development. We also offer:• Generous salary packaging• Flexible work arrangements• Opportunities for additional leave

How to apply

Please submit the following

- A cover letter
- Your resume, including two recent referees
- A response to the key selection criteria outlined in the position description

You can submit your application via the platform or email your CV and cover letter ELMO HR - Administration - Job Application Process

Important Recruitment Notice: Holstep Health will only contact candidates via an official email address ending in @holstephealth.org.au.

Any requests for personal information will only occur at the appropriate stage of the recruitment and onboarding process and will be issued via secure systems.

📌 Quality Officer -Feedback and Incidents (Melbourne)
🏢 Holstep Health
📍 Melbourne