Position Description
Private and Confidential
Support Officer
LiveBetter Position Description
About Us:
LiveBetter Community Services is one of the largest human services providers in regional Australia. Our core business
is customer-focused in-home and accommodation services. Additionally, we provide support to customers through a
broad range of child and family services, Out of Home Care, community transport, home modification and
maintenance, and clinical services. We operate from more than 40 locations across regional New South Wales,
Queensland, and Victoria, providing support and employment to people in the communities we serve.
We take a person-centred approach to our service delivery. This means ensuring our contact with customers is caring
and empathetic, providing both psychological and emotional safety, and of practical assistance to help people live
their best lives.
Our Beliefs:
We believe in the enduring value and dignity of the individual.
We believe in the power of kindness.
We believe connection to home and community plays an important role in wellbeing.
We believe as individuals, as an organisation, and as a society, we should continually reflect on the way we
treat each other.
Our Purpose:
We inspire possibility by giving people access to support in their chosen community.
Our Mission:
We achieve our purpose by connecting capable, passionate, and caring locals with those who need support.
Our Values:
Integrity: We are honest and ethical in all our dealings and are accountable for our actions.
Respect: We recognise the rights and choices of our customers, employees, and communities. We
encourage teamwork and support diversity.
Cooperation: We identify and create value from partnerships and alliances with other organisations,
agencies, businesses, communities and within our own organisation.
Empowerment: We encourage and support individuals and communities to realise their full potential.
Excellence: We strive for best practice in all that we do as individuals, teams and as an organisation.
LiveBetter Position Description
The Position
Position title: Support Officer
Job Type: Staff
Reports to: Senior Case Manager, Out of Hospital Care
Direct reports: NIL
Note: This Position Description is indicative of the initial expectation of the role and subject to change in line with requirements of LiveBetter’s goals and priorities, activities or focus of the job. The incumbent can expect to be allocated duties not specifically mentioned in this document, but within the capacity, qualifications and experience normally expected from persons occupying positions at this level.
SERVICE DESCRIPTION
In-Home Support Services support people in regional communities across NSW and Queensland to live better lives. We empower and support people to lead a happy and independent life, in the comfort of their own home. The Division’s main objectives are:
To provide safe, professional, person-centred care and support services tailored to individual needs with
strong focus on our customers.
To perform excellent customer service and care duties in line with funding and mandatory industry
requirements safely in customers’ homes.
Be an employer of choice creating a safe supportive work environment with career development
opportunities within the in Home-Supports Team and wide LiveBetter Teams.
POSITION DESCRIPTION
The Support Officer is required to support the delivery, compliance, administration, customer service for a range of our Community Service Programs - including but not limited to Home Care Packages, CHSP, DVA and ComPacks. The role provides support and assistance to the team through the provision of coordination of resources, information, processes, and administrative support.
RELATIONSHIPS
Reporting to the Senior Case Manager, Out of Hospital Care.
Collaborating closely with all managers, Support Coordinators, customers, their families and support
networks.
Building and maintaining relationships with mainstream and specialist support providers and other key
stakeholders.
MANDATORY QUALIFICATIONS AND EXPERIENCE
Relevant experience, qualifications, and training in any of the following fields – Community Services, Health,
Welfare or Administration.
Previous experience in role that required the provision of administrative or support functions.
Current First Aid & CPR Qualifications
Current unrestricted Australian Drivers Licence and willingness to undertake travel in accordance with
responsibilities of the role.
Completion of NDIS Worker Orientation Module ‘Quality, Safety and You’
LiveBetter Position Description
SKILLS, KNOWLEDGE, AND ABILITIES
Excellent written and verbal communication skills.
The ability to apply a high level of attention to detail along with the willingness to learn.
Sound ability to manage and prioritise workload in a constantly changing high volume environment.
Demonstrated computer skills, including the Microsoft Office suite of products and the ability to use client
management systems, data bases and rostering systems.
Ability to work as part of a team, whilst enjoying a degree of responsibility in your role.
DUTIES AND RESPONSIBILITIES
Support the delivery, administration, intake, and customer service of our In-Home Support Service Programs.
Maintain client management record systems including accurate data entry and supporting appropriate
record keeping processes.
Provide reports as required on program and service delivery.
Work with the Coordinators and Case Managers to improve our service delivery and customer satisfaction by
assisting with the administration, intake and other support functions required by the Coordinators and Case managers.
Work with Rostering Team to provide information and ensure the roster meets all award and program
requirements.
Provide high levels of administrative and intake support, working across a range of customers to support
their service delivery.
Answer inbound and outbound phone enquires in a timely and efficient manner.
Work within the In-Home Support Service Team across multiple programs to assist with increased
performance.
Comply with LiveBetter policies, procedure, and legislative requirements.
Undertake duties as required by your supervisor (within scope of position).
Ability to be flexible with work hours to meet reasonable demands of the position.
RISK Staff are required to be aware of the LiveBetter’s risk and opportunity management principles and contribute
towards building a strong risk management culture. This includes:
1. undertaking operational responsibility to perform tasks and duties diligently and effectively, contributing to effective operational risk and opportunity management.
2. bringing to the attention of their managers/supervisors, risks, and opportunities within their areas of operation which may not be well mitigated and may affect the performance and reputation of LiveBetter.
HEALTH, SAFETY AND ENVIRONMENT RESPONSIBILITIES
All staff are required to take reasonable care for their own health and safety and that of other personnel who may be affected by their conduct. Advise LiveBetter in writing of any conditions which may impact ability to carry out the responsibilities required of the role. Staff are also expected to assist LiveBetter in our commitment to being a Child Safe Organisation.
NATIONAL POLICE CHECK, NDIS SCREENING CHECK, AND WORKING WITH CHILDREN CHECK
The position holder is required to pass and hold a current National Police Check, a NDIS Screening Check, and a
Working with Children’s Check.
PRE-EMPLOYMENT MEDICAL ASSESSMENT The position holder is required to pass a pre-employment medical assessment, including drug and alcohol screening.
DIVERSITY We are committed to welcoming and maintaining a diverse workforce, which will help us attract and retain a team of
talented people to better serve our customers and improve business results.
LiveBetter Position Description
PRIVACY NOTIFICATION
We require personal information relevant to your employment. The collection and handling of the information will be consistent with the requirements of the Privacy Act.
INFORMATION SECURITY COMPETENCIES
We require all staff to demonstrate and maintain an adequate and proportionate level of information security knowledge and competence.
REMUNERATION
This position is remunerated under the Social, Community, Home Care and Disability Services Industry Award 2010
dependant of qualifications and experience. Salary packaging opportunities are available.