Risk and Feedback Governance Officer

Who is Haven Home Safe

Haven Home Safe (HHS) is a purpose-driven for-purpose community housing provider committed to ending housing insecurity and advancing housing justice across Victoria. We centre the voices and lived experience of the people we support working alongside our clients to deliver services that are respectful inclusive and responsive.

We deliver homelessness intake and referral services integrated housing and support services encompassing Social and Affordable housing Specialist Disability Accommodation (SDA) Transitional Housing Management (THM) and property services.

We have four (4) main office locations Bendigo (registered Head Office) Preston Mildura and Geelong.

The Role

TheRisk and Feedback (Complaints)Officeris responsible forsupporting organisational compliance and quality assurance through effective management of feedbackand complaints systems policy governance and regulatory reporting.

The role ensures that Haven Home Safe (HHS) meets its compliance obligations including external reporting requirements (e.g. DFFH/CONNECT) while promoting continuous improvement transparency and best practice in feedback complaints handling and policy management.

Key Responsibilities:

• Manage the end-to-end feedback enquiries compliments and complaints processin accordance withHHS policy regulatory requirements and relevant legislation.
• Ensure all feedback mechanisms are accessible culturally safe and trauma-informed supporting diverse client needs (e.g. interpreters Easy Englishassistanceto lodge feedback).
• Triage classify and record all feedback (including enquiries compliments and complaints) in the central register ensuring all feedback types are captured consistently
• Monitor and manage complaint handlingtimeframes ensuring acknowledgement within requiredtimeframes(e.g. 5 business days) andresponses are provided within 30 days or that progress updates are communicated where delays occur.
• Coordinate and oversee the complaints investigation process ensuring matters are reviewed fairly impartially andin accordance with principles of natural justice and conflict of interest requirements.
• Manage the end-to-end RAID log process in line with HHS Enterprise Risk Management (ERM) policy framework and regulatory requirements.
• Facilitate the identification assessment treatment and ongoing monitoring of risks across HHS operations in line with ISO 31000 principles.
• Coordinate andmonitorrisk mitigation strategies and action plans ensuring controls are implemented effectively and completed within agreedtimeframes.
• Analyse and report on risk trends and insights using reporting tools (e.g. Power BI)identifyingsystemic risks control gaps and areas for improvement.
• Contribute to organisational reporting requirements ensuring risk data supports strategic and operational decision-making and governance processes.
• Develop and deliver internal training on risk management practices includingmaintainingcontent within the L&D platform (Tribal Habits) to support a strong risk culture.

Key Selection Criteria:

• Experience managing complaints and feedback processes end-to-end.
• Knowledge of risk management and compliance frameworks including risk assessment and mitigation.
• Strong analytical skills with experience in reporting andidentifyingtrends and risks.
• Experiencemaintainingregisters and ensuring data accuracy and integrity.
• Effective stakeholder engagement and collaboration skills.
• Strong written and verbal communication skills.
• Ability to provide guidance training and support to staff.
• Commitment to continuous improvement and client-centred practice.

Experience in Community Housing or Human Services (Desirable)

Safety Screening Requirements National Police Check. Working with Children Check.

This role involves direct work with clients who may be experiencing trauma mental health issues family violence or significant psychosocial stressors. Employees may be exposed to emotionally challenging situations and on occasion distressed agitated. aggressive and violent behaviours. The role requires emotional resilience sound judgement and the ability to apply trauma-informed and self-care practices. The organisation actively manages these risks through supervision workload monitoring safety procedures and access to employee wellbeing supports.

Applications close 31st May 2026 and are received via: Seek. If you have any questions about the role please reach out to People Experience Team via: