Complete Nursing & Home Care – Bundoora VICComplete Nursing & Home Care Pty.
Ltd. (CNHC) is a private company with a proud history of caring for people living with a disability and older Australians in Victoria.
The Company is committed to its vision of building a community where people are empowered to live an independent life of their choice.
We strive to understand what people want and work together to achieve outcomes.The Compliance Officer will report to the Operations Manager and is responsible for overseeing the management, investigation, monitoring, and reporting of incidents, complaints, feedback, reportable incidents, and quality concerns across NDIS and Aged Care services.The role ensures organisational compliance with the:NDIS Practice StandardsNDIS Code of ConductNDIS Reportable Incidents RequirementsAged Care Quality StandardsAged Care Serious Incident Response Scheme (SIRS)Relevant Commonwealth and State legislationInternal policies and proceduresThe Compliance Officer supports a culture of continuous improvement, participant safety, consumer rights, and risk management by ensuring incidents, complaints, and feedback are managed effectively and within required timeframes.The Compliance Officer embodies the company values of Respect, Integrity, Quality and Commitment.Key responsibilities:Receive, review, triage and manage all incidents reported within the organisationAssess incident severity and determine required actionsAssess incidents against Social Services Regulator (SSR), National Disability Insurance Scheme (NDIS) and My Aged Care- Serious Incident Response Scheme (SIRS) requirementsCoordinate notification and reporting to either the SSR, NDIS Quality and Safeguards Commission or the My Aged Care Quality and Safety Commission SIRS portalCoordinate investigations into incidents involving participants, consumers, staff and other stakeholders and manage follow-upsEnsure incidents and investigation outcomes are documented accurately within the organisation's incident management systemMonitor corrective actions and ensure completion within required timeframesPrepare incident reports for management and governance committeesIdentify and analyse compliance data, incident trends, recurring issues and systemic risks complaints, audit findings, and quality indicators, providing recommendations and reports to senior management on risks, gaps,



and improvement opportunities.Conduct root cause analysis for significant incidentsSupport managers to implement preventative and corrective actionsAssist with the development, implementation, monitoring and regular review of compliance frameworks, resources, reporting systems, policies to ensure compliance with the National Standards for Disability Services practice standards, Aged Care Quality Standards, and relevant legislative and regulatoryIdentify and analyse compliance data, incident trends, recurring issues and systemic risks complaints, audit findings, and quality indicators, providing recommendations and reports to senior management on risks, gaps, and improvement opportunities.Complaints ManagementReceive, document, acknowledge, and investigate complaintsEnsure complaints are managed in accordance with organisational policy and regulatory requirementsCoordinate communication with complainants throughout the investigation processFacilitate resolution and ensure complainants are informed of outcomesMonitor complaint trends and emerging issuesMaintain the complaints registerPromote a positive complaints culture where feedback is encouraged and valuedQuality and Continuous ImprovementMaintain incident, complaint, risk, and feedback registersIdentify service improvements arising from incidents, complaints, audits and feedbackAssist with quality improvement initiativesMonitor implementation of corrective and preventative actionsSupport preparation for and participation in external audits, accreditation assessments, Commission reviews, and regulatory visits.Compliance MonitoringMonitor organisational compliance with regulatory requirementsConduct internal compliance reviews and auditsSupport maintenance of compliance registersMonitor statutory reporting obligations and deadlinesTrack actions arising from audits, complaints,



incidents and regulatory requirementsPrepare compliance reports for management and governing bodiesTraining and Staff SupportProvide advice and guidance regarding:Complaints handlingSIRS requirementsConsumer rights and dignity of riskDeliver training and refresher education to staffAssist managers to build a culture of quality, safety and complianceEssential for the role:Demonstrated knowledge of the NDIS Practice Standards, NDIS Quality and Safeguards Commission requirements, Aged Care Quality Standards, Serious Incident Response Scheme (SIRS), and relevant legislation.Ability to identify compliance risks, analyse issues, and recommend practical and effective solutions.Experience in developing, reviewing, and implementing policies, procedures, systems, and quality improvement initiatives.Strong understanding of incident management, complaints handling, restrictive practices, risk management, and safeguarding frameworks.Proven administrative, reporting, and document management skills.Strong data analysis capability, including identifying trends, monitoring performance indicators, and preparing reports for management.Ability to work independently, exercise sound judgement, and use initiative in a dynamic environment.Ability to contribute to strategic planning in line with incident management, restrictive practices and staff training.Strong organisational, planning, and time management skills with the ability to manage competing priorities.Ability to contribute strategically to organisational quality, compliance, risk, and governance objectives.Strong interpersonal and stakeholder engagement skills with the ability to build effective relationships at all levels.Ability to communicate effectively with regulators, government agencies, clients, families, support workers, care staff, and external stakeholders.Demonstrated experience facilitating compliance, quality assurance, and continuous improvement activities.Excellent written and verbal communication skills.Commitment to fostering a collaborative, inclusive, and positive workplace culture.Sound understanding of governance, risk management, and accreditation processes within disability, home care, community care, and aged care services.With Victorian driver's licence and confident to driveEmployee Working with Children CheckCurrent National Police CheckFirst Aid & CPR certificationsNDIS Worker Screening ClearanceTo learn more about us please visit our website Benefits and PerksAttractive pay and benefitsA solid support base with our friendly and experienced staffFurther opportunity to grow and stretch the boundaries of your role
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📌 Compliance Officer (Melbourne)
🏢 Complete Nursing & Home Care
📍 Melbourne