With the introduction of the National Disability Insurance Scheme (NDIS), individuals with disabilities now have more choice and control over their support services, which is reshaping the landscape of disability care in Australia. At You Me and The Community (YMC), we embrace this shift as an opportunity to put our participants and their families at the heart of everything we do. As a family-centered organization, YMC is dedicated to providing personalized, meaningful support that fosters belonging, independence, and joy in everyday life.
Our work is driven by the goal of creating positive experiences and enriching opportunities for the people we serve and those who care for them. Our team of Service Delivery Officers plays a vital role in supporting our community's needs by bringing compassion, expertise, and a deep commitment to person-centered care. We're here to walk alongside our participants and their families, creating a supportive network that truly values each individual's journey.
Position Responsibilities
The Service Delivery Officer will support the Team Leaders and their Support Worker Teams in the following key areas:
* Assisting with recruitment, onboarding, and ongoing development of service staff, ensuring alignment with YMC's mission, values, and policies.
* Building and maintaining strong partnerships, especially with Support Coordinators (SCs), NDIA representatives, and mental health service providers.
* Identifying service gaps and assisting in developing partnerships and service delivery models to meet community and participant needs.
* Ensuring accessible services, implementing monitoring mechanisms, and promoting continuous improvement in service delivery.
* Assisting in budget management and financial oversight to meet service priorities and targets.
* Supporting risk management and occupational health and safety (OH&S) practices, including incident management and adherence to YMC's Risk Management Framework.
* Contributing to the preparation of monthly reports for the Operations Manager, detailing service progress and highlighting opportunities for improvement.
Position Duties
A Service Delivery Officer's duty will vary based on participant needs and goals outlined in their NDIS plans, and typically include:
* Assisting in orienting new participants to YMC services and introducing them to the Team Leader and support team.
* Coordinating rostering and scheduling for support staff, ensuring consistent and high-quality service.
* Supporting operations, including data collection, billing, and administrative tasks.
* Conducting 1:1 supervision, check-ins and assisting with performance reviews, as coordinated with the Team Leader.
* Liaising with NDIA representatives, SCs, and community partners to ensure smooth and collaborative service delivery.
* Troubleshooting escalated issues, offering solutions, and working with staff to maintain high service standards.
* Managing budgets and approving team expenditures to ensure efficient resource allocation.
* Evaluating staffing, technological, and operational needs across the team to improve service outcomes.
Skills and Competencies
* Decision-Making and Action
Confidently making decisions and taking responsibility for actions, supporting continuous
improvement, and facilitating partnerships with various stakeholders.
* Relationship Building
Establishing rapport and trust within the team, fostering open and respectful communication, and
effectively managing conflicts while maintaining professional boundaries.
* Leading and Coaching
Recognizing team strengths, providing constructive feedback, motivating team members, and
empowering staff to achieve high service standards.
* Planning, Implementing, and Problem Solving
Setting clear objectives, proactively reviewing progress, and developing practical solutions to service
challenges. Ensuring deadlines are met and tasks are completed efficiently.
* Adaptability and Response to Change
Remaining flexible, responding positively to feedback, promoting a hopeful outlook, and embracing
diversity while adapting to changing circumstances.
Knowledge and Experience
* A Service Delivery Officer should possess:
* A thorough understanding of the NDIS framework.
* Awareness of the challenges faced by people with mental health conditions and psycho-social disabilities.
* Familiarity with local disability support services and the community sector.
* Knowledge of privacy, confidentiality, and ethical practices in service delivery.
* Experience in team management and understanding of change management processes.
Attributes
* The ideal candidate will exhibit:
* Integrity, ethical behavior, and a commitment to YMC's mission.
* Proactiveness, adaptability, and a self-motivated mindset.
* Empathy, organization, creativity, and sound judgment.
* Trustworthiness, openness to feedback, and independent thinking.
This role is central to YMC's mission of providing high-quality mental health and disability services and offers an opportunity to make a meaningful impact within the NDIS and mental health communities.