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
The Risk and Feedback Governance Officer is responsible for supporting organisational compliance and quality assurance through effective management of feedback and 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 process in accordance with HHS 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 English, assistance to 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 handling timeframes, ensuring acknowledgement within required timeframes (e.g. 5 business days), and responses 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, and in 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 and monitor risk mitigation strategies and action plans, ensuring controls are implemented effectively and completed within agreed timeframes.
- Analyse and report on risk trends and insights using reporting tools (e.g. Power BI), identifying systemic 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, including maintaining content 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 and identifying trends and risks.
- Experience maintaining registers 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: hr@hhs.org.au.
