We are currently recruiting a Home Care Scheduling Officer for our South Launceston office in Tasmania.
Role Description
The Scheduling Officer is responsible for the proficient and timely allocation of a team of Home Care Assistants to deliver client care and support in alignment with clients' needs and preferences and a range of program requirements within the home care setting. The role is also responsible for maintaining timely communication with clients, families and field staff about changes to rosters and/or allocated staff.
The Scheduling Officer is an important role within the Home Care team that enables the service to deliver care and supports to clients ensuring compliance with the Aged Care Quality Standards, industrial relations legislation and client service agreements.
Key Duties and Responsibilities
Serve as the primary point of contact for all rostering enquiries and duties
Coordinate all rostering requests ensuring they are completed accurately and in a timely manner to reflect client requests, within scope of role
Update and maintain roster changes to ensure accuracy
Emphasis on maintaining a roster with over 90% permanent staff, optimising employee utilisation based on their availability and capacity.
Manage and prioritise workload in constantly changing high volume environment to meet client requests, employee and business needs
Meet deadlines whilst maintaining attention to detail and accuracy including a strong focus on quality of work
Ensure permanent rosters are published at minimum 2 weeks in advance
Effective management of non-billable hours including but not limited to kilometres, overtime, and training
Ensure that new Respect Home Care client services and schedules are established within agreed-upon service level agreements
Work efficiently and effectively both autonomously and as part of the team
Update roster database with Home Care Assistant availability, client preferences, leave requests and other relevant information
Monitor hours worked by Home Care Assistants to ensure they are working within the scope of industrial relations obligations across Enterprise Agreements and/or relevant employment awards
Provide ad hoc high standard administration support to staff teams as required
Demonstrate a friendly, caring and genuine support for the client
Prioritise client needs, preferences and goals in service delivery to ensure minimal cancellations of services
Demonstrate a high level of customer service to clients, general public and staff in a prompt, professional and effective manner
Communicate sensitively, openly and effectively with clients, their families/carers and/or advocates, substitute decision makers and other staff including providing prompt, courteous and relevant responses to all enquiries including internal and external requests
Understand cultural and linguistic differences that may present barriers to CALD clients accessing and receiving appropriate support
Escalate all client related issues to the relevant manager
Maintain excellent time management and complete allocated tasks with accuracy, in an efficient and effective manner
Liaise with internal and external stakeholders' staff in a positive and professional manner and promote Respect positively
Actively participate in regular supervision with your designated manager
Provide data entry and maintain accurate, up to date records in relevant systems
Participate in systems improvement and planning
Key Duties & Responsibilities - Duty of Care
Adhering to policies, procedures, and professional standards, including the Aged Care Quality Standards the Aged Care Quality Code of Conduct and Standards, the Home Care Packages Program
Act, report, and document hazards, incidents or SIRS as per Respect Incident Management policies and procedures and Home Care Package Guidelines
Advocate for the rights and well-being of clients, ensuring that their dignity of risks is managed appropriately
Ensure client experience and satisfaction, focused on prompt complaint resolution, open disclosure and minimise voluntary client churn
Contribute to continuous improvement initiatives and safety culture, facilitate and participate in client conferences
Ensure timely management of finalising schedule inputs into timekeeping as per fortnightly payroll cycle
Other duties as required
Key Duties & Responsibilities - Professional Development
Undertake continued skills and professional development activities
Is open to and responds to feedback in a constructive manner
Participates in the performance review process as required
Attends all meetings and training as required
Develops and maintains knowledge of home care industry developments, issues, standards, and services
Qualifications & Experience
Demonstrated expertise in scheduling and workforce planning, ensuring the development of effective schedules that account for employee availability and organisational compliance
Excellent organisation and prioritisation skills with the ability to work calmly and accurately under pressure
Strong communication skills with the ability to actively listen, negotiate and develop trust
Highly resilient under pressure and the ability to apply logic and reasoning
Proven ability to work independently, make sound judgements, and prioritise tasks in a fast-paced environment.
Demonstrated understanding of risk management protocols, covering hazard identification and incident management
Proficient computer and information management skills
Current National Police Certificate (or ability to acquire)
Certificate III in Business Administration (or similar) or equivalent experience in the workforce
Experience working in rostering services in a large multifaceted organisation
Sound knowledge of Home Care and/or Aged Care industry including exposure to the Aged Care Quality Code of Conduct, Aged Care Standards & accreditation process
Demonstrated understanding of continuous improvement principles or willingness to develop these skills
Mission, Vision and Values
It is a condition of employment that each employee will, at all times, uphold our organisation's mission, vision and values:
Mission:
To care for the elderly in our communities in an environment of respect, value and belonging.
Vision:
A world where the elderly feel respected, valued and enjoy a quality of life.
Values:
Respect: Treat all people with fairness and dignity. Care: Look after and protect the elderly, and each other. Teamwork: Encourage, cooperate and build trust. Courage: Do the right thing, even when it's difficult. Integrity: Be open, honest and trustworthy. Innovation: Think differently to solve problems. Excellence: Drive quality to continuously improve.
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