Incident Management & Consumer Complaints Coordinator | Busselton | Full-Time

About Us:

Capecare is recognised as a leading provider of aged care and accommodation services for seniors across the Southwest region of Western Australia. Located in Busselton on the beautiful shores of Geographe Bay and a second location in the heart of Dunsborough, Capecare takes great pride in meeting the changing needs of today’s ageing community by delivering an outstanding model of care for clients and families choosing their services.

About the Role:

The main purpose of this role is to ensure Capecare’s Incident Management System and Consumer Feedback Systems operate effectively, efficiently, and in compliance with aged care quality standards and legislative requirements. The position coordinates system activities, supports staff to meet their responsibilities, and advocates for consumers by ensuring feedback and complaints are managed respectfully, transparently, and with timely resolution.

Your key responsibilities will include:

Oversee Capecare’s incident and feedback management systems, ensuring staff are supported to meet their responsibilities.

Monitor workflows, timelines, and trends, conducting root cause analyses and recommending improvements.

Liaise with internal and external stakeholders to resolve system issues, implement corrective and preventative actions, and coordinate training (with the Nurse Educator) on incident management and investigations.

Act as the central point of contact for consumer feedback, compliments, suggestions, and complaints, ensuring timely responses, appropriate escalation, and adherence to open disclosure principles.

Promote a culture of openness, respect, and consumer empowerment by advocating for consumers and ensuring feedback is acknowledged and addressed with dignity and trust.

Maintain accurate records, generate compliance and trend reports, and identify opportunities to streamline processes and improve system efficiency.

About You:

We’re seeking an Incident Management & Consumer Complaints Coordinator who is passionate about safeguarding consumer rights and ensuring person-centred care. In this pivotal role, you’ll manage incidents and complaints with professionalism and empathy, while driving continuous improvement in systems and processes.

Your strong knowledge of the Aged Care Quality Standards, SIRS, incident management, and consumer rights will be matched by your ability to communicate, negotiate, and resolve conflicts with clarity and care.

Highly organised and detail-focused, you’ll prepare reports, analyse trends, and provide guidance to staff at all levels. With integrity, empathy, and a solutions-focused mindset, you’ll help foster a safe, respectful, and supportive environment for both residents and employees.

To be successful in this role, you’ll need:

Demonstrated experience in aged care, healthcare, or related health services sector.

Demonstrated experience in incident management and complaint resolution in health or aged care.

Experience working with electronic systems or databases for incident or feedback management.

Experience in root cause analysis, open disclosure, or conflict resolution.

What’s in it for me?

A competitive remuneration package that includes not-for-profit salary packaging up to $18,550 (tax-free) – increases your take-home pay by decreasing the amount of tax you pay!

Great work-life balance with job flexibility.

A very family-friendly and supportive organisation – our employees are the heart and soul of Capecare.

The chance to make a meaningful difference across multiple services.

Fantastic access to our EAP (Employee Assistance Program) for yourself and your family.

Work by the coast in one of WA’s most beautiful regions!

Sponsorship and relocation opportunities available for the right candidate.

How to Apply?

Please submit your application with a cover letter and CV via SEEK outlining your experience.

If you would like to have a confidential chat about this unique opportunity or seek further information, please reach out to our Rachel Ash (Recruitment Coordinator) via [email protected]

Please note screening and interviews may occur sooner, and Capecare reserves the right to close applications early. We are committed to employing Aboriginal and Torres Strait Islander people and encourage applications. Only shortlisted candidates will be contacted.