Consumer Feedback and Engagement Coordinator

$91,315 - $104,509 yearly
  • ACT Government
  • ACT, Australia
  • 17 Jun, 2022
Full time Administrative, Clerical and Office Support Medical, Health, and Social Work

Job Description

Full-time Temporary

Closes: 30 June 2022

Classification: Administrative Services Officer Class 6
Salary: $91,315 - $104,509 plus superannuation
Position No: 15998, several - 0230A
Directorate: Canberra Health Services
Advertised (Gazettal date): 16 June 2022
Contact Officer: Bailey de Paiva on or (02) 5124 6265

Our Vision: creating exceptional health care together

Our Role: to be a health service that is trusted by our community

Our Values: Reliable, Progressive, Respectful and Kind

Under current Public Health Emergency Directions all Canberra Health Services staff are required to be fully vaccinated against COVID-19.

In order to be eligible for employment with Canberra Health Services you will be required to provide evidence of vaccination against COVID-19 by way of a Vaccination Certificate or provision of an authorised exemption, for consideration. Please ensure you include this information with your application documentation.


Canberra Health Services (CHS) is focussed on the delivery of high quality, effective, person-centred care. It provides acute, sub-acute, primary, and community‐based health services, to the Australian Capital Territory (ACT) and surrounding region. More information can be found on the CHS website:

The Quality, Safety Innovation and Improvement Division is focusing on Canberra Health Services’ strategic approach to patient safety and quality with a focus on continuous quality improvements.

The Division will provide strategic leadership, oversight and advice on Canberra Health Services' Quality approach to deliver Exceptional Health Care Together and developing a culture of continuous quality improvement. This is achieved through:

  • Safeguarding the high standards of care through the development of supporting policies, procedures, consumer engagement strategies, reporting and investigating reported incidents and communicating themed patient safety issues and risks to the organisation
  • Continually improving the quality of the services through active teaching, coaching, facilitation of improvement and quality assurance programs and the provision of information for service improvement

Branches within the Quality, Safety, Innovation, and Improvement Division are:

  • Patient Experience
  • Incident Management
  • National Standards, Accreditation and Quality Improvement
  • Clinical Analytics and Insights

This role reports directly to the Director, Patient Experience. The Consumer Participation Team manages consumer feedback and engagement, patient experience survey and consumer handouts coordination. The team also supports the implementation and monitoring of the Partnering with Consumers Framework.


CHS is committed to workforce diversity and to creating an inclusive workplace. As part of this commitment, we welcome applications from all diversity groups. Aboriginal and Torres Strait Islander peoples, people with disability and people who identify as Lesbian, Gay, Bisexual, Transgender, Intersex, or Questioning (LGBTIQ) are particularly encouraged to apply.

Behavioural Capabilities

  1. High level verbal and written communication, and interpersonal skills
  2. High levels of emotional intelligence and self-motivation with the ability to work with a range of stakeholders and build strong, respectful relationships.
  3. Strong organisational skills with an ability to work independently and within a team environment

Position Requirements/Qualifications:

Relevant Recent experience in a clinical or operational environment within the healthcare sector including managing consumer feedback is preferred.

  • Have an understanding of how the National Standards and Quality Health Service (NSQHS) indicators align with this role.
  • Fulfil the responsibilities of this role as detailed in the CHS Exceptional Care Framework, Clinical Governance Framework, Partnering With Consumers Framework and all other related frameworks.

Note: This is a temporary position available for 11.5 months.

Prior to commencement successful candidates will be required to:

  • Undergo a pre-employment National Police Check.

Job Closing Date

30 Jun, 2022