Incident Response Coordinator

Hireup

Work with clients, support workers and internal specialised support teams to facilitate and ensure the safety and wellbeing of all users

  • Join one of Australia's fastest growing product companies
  • Unleash your full potential in an inclusive and purpose-led organisation
  • Contribute to the evolution of the disability sector
Hireup is an online platform and community for people with disability and their families to find, hire and manage support workers that fit their needs and share their interests. Whether it’s support with getting to work or catching a local footy game, Hireup gives people the tools to live life on their own terms. 

With thousands of registered users and support workers in big cities and remote communities all across Australia, Hireup is a national network of local supports, committed to delivering an individualised approach to support and community-driven future for the disability sector.

As a purpose-led organisation with over 200 HQ staff (and growing), we are dedicated to powering the evolution of the disability sector. We do this by keeping the community at the heart of our decision making and encouraging a culture defined by kindness, innovation, equality and storytelling. 

The Hireup team is focused on delivering a quality experience for our users, at the heart of which is our Service team. Comprised of our Community Support, Trust and Safety and Incident Response teams, the Service team is responsible for the wellbeing and satisfaction of our users. As frontline staff, our Service team listens with intent and responds with integrity in its efforts to ensure our users feel heard, supported and satisfied. 

Our Incident Response Coordinator ensures that all reported incidents are followed up in a timely manner, fairly and equitably investigated, accurately and comprehensively documented, with the communication requirements of all stakeholders taken into consideration. The Incident Response Coordinator is an excellent listener, can establish rapport quickly, is respectful, and is able to assess credibility and draw conclusions. The Incident Response Coordinator will also provide valuable insights to the Trust & Safety Team to continuously improve our safety and quality systems. 

Priorities – the work
  • Work with clients, support workers and internal specialised support teams to facilitate and ensure the safety and wellbeing of all users within strong and effective support relationships 
  • Take the lead on investigating incidents from all angles, working with the broader Service Team in order to provide informed and insightful resolution recommendations to internal specialised support teams 
  • Comprehensively documenting investigations and actions through written reports to provide insight to specialised internal teams, and procedural transparency to external regulatory bodies 
  • Work with the Service and Trust and Safety teams to develop and implement scalable incident prevention and management processes 
  • Work with the Service and Trust and Safety teams to build user feedback and complaints management and mitigation processes 
  • Work with the Support and Engagement Teams to educate our community on safe practices 
  • Monitoring our user profiles, to ensure the platform is being used appropriately 
  • Ensuring the timely filing of all reportable incidents under the NDIS Commission and/or any other relevant regulatory bodies 
Skills – the person 
  • Experience or knowledge of the NDIS or customer service experience in risk management or related Trust and Safety field 
  • Ability to balance empathetic and critical thinking to resolve issues and incidents 
  • Ability to assess credibility and draw conclusions 
  • Strong communication, negotiation and conflict resolution skills 
  • The drive to deliver positive outcomes for our community 
  • Attention to detail, high due diligence and confidentiality when resolving an issue or incident 
  • Innovative and passionate about continued process improvement 
  • Ability to establish rapport quickly, and develop strong professional relationships with key stakeholders within the business and wider sector in the interest of providing positive results to incidents or issues 
  • Working understanding of CRM systems, Google suite, and internal workflow/management technology applications 
  • Strong time management and task prioritisation abilities, as well as the ability to operate functionally within periodical high volume workflow 
Apply Now 

People with lived experience of disability are strongly encouraged to apply.

The position is full-time and the salary will be dependent on experience. For more information about the role and how it fits within Hireup, contact Ria on ria@hireup.com.au.

Hireup is dedicated to creating inclusive and accessible candidate experiences for all and we encourage you to contact us if you have suggestions on how we can improve or adjust our approach to ensure an enjoyable, fair and informative candidate experience.