Director, National Complaints and DMH Safeguarding

About the Organisation

Empowering people with disability to live life the way they choose is at the heart of how Life Without Barriers has operated for over 25 years. This is an exciting opportunity to join our team and continue this mission. Support people with disability to have the choice, control, and independence to live their best life. If you’re passionate about inclusivity, respect, and making a meaningful difference, this is the career move for you.

Life Without Barriers is a leading social purpose organisation of 8,000 employees working in more than 500 communities across Australia. We support children, young people and families, people with disability, older people and people with mental illness.

We work with people who are homeless and refugees and asylum seekers. Join a community of people dedicated to breaking down barriers.

We want to employ people who reflect the diversity of our clients to ensure we can support each client’s individual needs and wants. We encourage people of Aboriginal and Torres Strait Islander background and people with disability to apply.

About the role

This national leadership role is responsible for overseeing the management and strategic response to high-risk complaints across all programs, and client incidents across our Disability and Mental Health (DMH) services. Reporting to the Executive Director, Safeguarding, you will work closely with Executive Directors, Client Services Directors, and the National Safeguarding Unit (NSU) to ensure best practice safeguarding governance, assurance, and proactive risk mitigation.

You will lead the design and execution of our national complaints management system and coordinate complex incident reviews, ensuring client safety and service excellence are always at the forefront.

This is a full time 12 month maximum term contract, location flexible.

Key Responsibilities

• Monitor and manage high-risk client events, incidents, and complaints nationally. Lead safeguarding practice reviews and ensure learning is embedded across services.
• Partner with internal stakeholders including the Executive and NSU teams to ensure timely and appropriate responses and risk management strategies.
• Develop and implement a national complaints management framework that is ethical, transparent, and meets all legislative requirements.
• Analyse incident data, identify trends, and support implementation of quality improvements and preventative initiatives.
• Manage high-risk external reviews (e.g. Coroner, Police, or Ombudsman) and act as a key contact for regulatory bodies.
• Provide regular reports and insights to the Executive Leadership Team to drive informed decision-making and strategic planning.

 Skills and experience           

• Tertiary qualifications in Social Work, Psychology, Human Services, or a related discipline.
• Extensive experience managing safeguarding issues, complaints, and incidents within the disability or mental health sectors.
• Deep understanding of national and jurisdictional safeguarding and quality standards.
• Strong leadership and stakeholder engagement experience across large, complex, and geographically dispersed organisations.
• Highly developed analytical, reporting, and communication skills.
• Experience liaising with senior executives and external agencies, with a focus on risk, reputation, and assurance.
• A current Driver’s Licence and proficiency in Microsoft Office applications.

Successful candidates will be required to clear probity checks including National Criminal History Record Check and Working with Children Check (where relevant to the role).

Benefits

• Drive positive change in the lives of people with disability and mental health challenges.
• Work in a supportive, values-driven organisation where your expertise is respected.
• National role, 12 month maximum term contract, full time, location flexible.
• Competitive remuneration package including NFP salary packaging benefits

How to Apply
Include your resume and covering letter in one document, click ‘Apply’ and follow the prompts. For any enquiries including persons with disability that require adjustments, contact Debra Neil at [email protected]

Candidates with disabilities who require adjustments to the recruitment process or the application form in an alternate format can visit https://www.lwb.org.au/careers/ for information on our access and inclusion work and how to contact us directly.

Applications close at midnight on Sunday 29th June 2025.

Apply now >