Quality, Safeguarding and Compliance
Owns the quality management system, incident and complaints handling, safeguarding, audits and accreditation across all programs. The team reviews registers weekly, manages reportable incident notifications, coordinates internal audits and leads continuous improvement so the organisation stays compliant with its funders and regulators.
What the team is accountable for
- Controlled document management and policy review
- Incident, complaint and feedback register oversight
- Reportable incident notifications to commissions
- Internal audit program and accreditation readiness
- Continuous improvement register and root cause analysis
How we know it is working
Who works here
Daniel Nguyen
Daniel owns the quality system, incident and complaints registers and regulator notifications, and has been with Willow for seven years.
Where the work is recorded
Incident and Hazard Register
The register of injuries, near misses, hazards, allegations, behaviours of concern and restrictive practices, with the reportable scheme, investigation status and actions.
Feedback and Complaints Register
Every complaint, compliment and suggestion from clients, families, advocates and partners, with the owner, response due date and resolution status.
Client Register
The master record of every person Willow supports, their program, coordinator, plan review date, risk flags and service status.