Irwan Anang

Key Responsibilities:

• Coordinate the organisation's national complaints and advocacy function, including complaint management and mandatory reporting under the Serious Incident Response Scheme (SIRS)
• Manage complaints investigation, reporting, trending and response in line with aged care standards and internal policy
• Oversee compulsory incident reporting obligations to the Aged Care Quality and Safety Commission (ACQSC) across Residential, Home Care, and Retirement Living
• Provide leadership and support to centre teams in complaint handling, open disclosure, and customer engagement
• Maintain registers, tracking systems and monthly trend reporting for executive and regulatory use
• Represent the organisation in regulatory communications and support service improvement through data analysis
• Support national quality improvement initiatives and contribute to policy review and development

Key Achievements:

• Developed and embedded complaint and SIRS tracking systems integrated across TSAAC’s services
• Supported services in preparing for unannounced audits by strengthening complaint and incident documentation
• Delivered training and guidance to centre managers on SIRS and open disclosure processes
• Maintained compliance with reporting timeframes for Priority 1 and 2 incidents across all regions
• Managed escalated complaints and regulatory liaison for high-risk matters

Achievements:

• Achieved 100% staff participation in the 2020 People Pulse Survey – the only Bupa home nationally to do so
• Maintained 100% compliance with mandatory staff education requirements in 2020
• Successfully resolved two external complaints escalated to the Aged Care Quality and Safety Commission
• Led smooth implementation of the Serious Incident Response Scheme (SIRS) at the facility
• Maintained full compliance during two unannounced visits from the Commission
• Consistently met ACFI targets, averaging $192 per occupied bed day
• Built strong professional relationships with local hospital social workers and referral sources

Achievements:

• Awarded the 2019 Individual Customer Centricity Award
• Led the Centre to win the 2019 Spiritual Care, Team Innovation, and Customer Satisfaction Awards
• Received Financial Performance and Safe Workplace Awards in 2018
• Successfully restructured staff rosters, resulting in reduced night shift coverage without compromising care quality

Achievements:

• Improved staff rostering, building a strong casual pool and significantly reducing overtime
• Led continuous improvement initiatives, including updated staff allocation to boost satisfaction and reduce workload
• Enhanced the home environment through refurbishments, safety upgrades, and aesthetic improvements
• Built strong relationships with residents, families, and staff, creating a positive and harmonious atmosphere
• Promoted Allity’s mission and values through consistent team leadership and role modelling
• Improved staff compliance with uniform policy and effectively resolved internal staff concerns

Achievements:

• Improved ACFI claims, making Beechwood one of the highest-performing homes in the portfolio
• Maintained full ACFI ratings across three validations with no downgrades (Mar 2016, Oct 2016, Feb 2017)
• Met all accreditation standards during a 2016 agency support visit
• Successfully resolved an ACCC complaint with no additional information required
• Assisted in the implementation of KRONOS rostering system
• Stepped up as Acting General Manager twice while maintaining financial performance (green EBITDA)
• Managed return-to-work and injury management processes effectively
• Introduced iPad and Music Therapy programs for individual engagement
• Supported major six-month refurbishment project with minimal disruption to residents and families
• Built strong connections with local social workers and external stakeholders
• Strengthened behaviour management in the Memory Support Unit, significantly reducing incidents

Achievements:

• Successfully commissioned Bupa Baulkham Hills Aged Care Facility, achieving full accreditation with 44 outcomes met and no additional information required in its first year
• Supported the General Manager who received Bupa’s International Breakthrough Award for leadership in launching the home
• Mentored two graduate Registered Nurses, now working as a General Manager and an ACFI Consultant
• Participated in three ACFI validations and two full accreditation audits
• Presented at the 2014 POV event on reducing occupational violence at Bupa Greenacre
• Promoted person-centred care, ensuring services were aligned with residents’ values and life histories
• Provided clinical leadership across multiple services, maintaining high-quality care and supporting staff development
• Collaborated with General Managers to ensure compliance with regulatory requirements
• Frequently acted as the General Manager, assuming full operational responsibilities during absences

Achievements:

• Awarded Employee of the Year in recognition of outstanding clinical performance and teamwork
• Supported the General Manager in transitioning the Seagull Ward from a high-risk behavioural unit to a mainstream aged care unit, leading to a significant reduction in incidents and improved resident outcomes
• Consistently recognised as a Bupa Legend through the Personal Best program
• Known for strong clinical capability and being a reliable team contributor
• Regularly seconded as Acting Care Manager, providing leadership support during key periods
• Effectively managed complaint investigations, contributing to positive outcomes and service improvement