We are looking for an energetic Client Services Manager who engages and enjoys working with people under the National Disability Insurance Scheme. 3-6mths contract to cover leave.
Holistic Care SA stands on good ethics and standards in the support of delivering to their participants with the following core values:
* Integrity
* Empathy
* Dignity and Respect as a basic human right
* Recognising participants rights and abilities
* Recognising the whole person
With our values and standards, we aim to see that participants would feel valued and respected for not only the decisions they make but who they are as individuals.
Missions and Goals
Our vision is to be the preferred choice for participants, their families, personal support workers and external stakeholders for the provision of all in home support services and training. We are committed to:
* Maintain and improve the health, wellbeing and quality of life of people living with a disability in the community;
* Provide the highest standard of cost efficient services by providing quality trained support workers to meet the needs of those they support; and,
* Provide a person-centred approach where the whole person is supported enabling them and equipping them to live an independent lifestyle.
The Client Services Manager is responsible for overseeing the client services support in the delivery of the support services for participants under the National Disability Scheme (NDIS) and Disability Support for Older Australians (DSOA) Program. The role also includes some level of human resources functionality in order to match appropriate support staff in supporting the participants. The Client Service Manager must commit to Holistic Care SA mission, vision and values and respect the individual needs and preferences.
The Client Services Manager must commit to:
* Holistic Care SA's mission, vision and values
* Respect and respond to the individual needs and preferences of the participants
* Communicate effectively with participants, significant others and the organisation
* Present in a well-groomed, clean and appropriate manner
* Understand and demonstrate safe work practices and adhere to company policies and procedures
* Understand and demonstrate the importance of documentation and time management in the position
* Demonstrate reliability, punctuality and trustworthiness
Main Duties and Responsibilities
The duties and responsibilities of the Client Services Manager may include, but are not limited to the following:
* Work with participants to achieve their goals in line with their NDIS plan
* Resolve points of crisis and develop resilience in a participant's network
* Involve participant and family in the implementation of individual packages where appropriate
* Identify and respond to the learning needs of individuals and the services
* Coordinate and provide care that is safe, timely, effective, efficient, equitable, and client-cantered
* Take the extra mile and interact with participants to keep track of their progress and ensure satisfaction
* Record case information, complete accurately all necessary forms and documentation
* Participate in team meetings and ensure staff attend scheduled supervisions
* Oversees the implementation of support plans, ensuring the delivery of services align with the participant's plan
* Ensure that information on relevant community resources are available to participants and that appropriate referrals are made and followed up
* Ensure the client services team follow their position descriptions and the NDIS Code of Conduct
* Monitor staff performance, attendance and ethics and address concerns
* Conduct regular audits of staff to ensure compliance with NDIS Quality and Safety Standards
* Maintain clear communication with participants, staff and stakeholders
* Collaborate with external stakeholders, including health professionals and NDIS representatives
* Stay informed about industry trends, best practices and relevant legislative changes
* Identify training and skill development needs for staff and arrange relevant training
* Address complaints, incidents and feedback promptly and maintain accurate records
* Ensure each participant has a current support plan that aligns with their needs and aspirations
* Source and evaluate externally delivered learning and development services as required
* Develop, coordinate and ensure the delivery of meaningful training initiatives in an engaging and interactive manner with clear, measurable outcome
* Maintain participant records including timely and effective file notes, support plans, reports, complaints responses and management, incidents and correspondence in a professional manner in accordance with the organisation's requirements
* Record and deliver individualised person-centred support services in accordance with the organisation's policies and procedures
* Provide written and verbal reports to the management team as required regarding all aspects of coordination, incidents, complaints support plan reviews, hazards and risks
* Maintain up to date knowledge and skills by attending professional development training in areas identified for further development
* Engage in continuous quality improvement of systems and processes to ensure best practice support services
* Maintain a high level of confidentiality and professionalism
* Ensure Work Health and Safety guidelines are adhered to and all industry relevant legislation and codes of conduct are complied with
* Maintain an up-to-date knowledge of the NDIS systems and practices
* Other duties as directed by the management team
Qualifications & Experience
* Certificate IV in Community Services or equivalent
* Current DHS Worker Screening Clearance
* NDIS Worker Orientation Module Certificate
* Current valid and unrestricted driver's licence
* A good understanding of NDIS and the NDIS Code of conduct
* Work Health and Safety Act 2012 (SA) (the WHS Act)
* Work Health and Safety Regulations 2012 (SA) (the WHS Regulations) and supported Codes of Practice
* A good understanding of Equal Opportunity Principles and Practices
* An understanding of cultural sensitivity
Skills and Experiences
* At least 4 years' experiences as in a similar role
* High level written and oral communication skills
* Demonstrate high level interpersonal/communication and analytical skills
* Commitment to the delivery of a quality participant service in balance with WHS principles, cultural diversity and equal employment opportunity
* Establish organisational ability to manage busy day to day administrative activities
* Willingness to work in a busy and challenging environment and build rapport over the phone
* An understanding of cultural sensitivity
* Proven experience in the use of Microsoft Office including Outlook, Word and Excel
* Proven capability to allocate time effectively and efficiently
* Demonstrate understanding of the changing and diverse needs of home care participants
* Strong customer service skills and an ability to apply problem solving skills to a range of situations
* Ability to process and prioritise a high volume of activities in a fast-paced environment
* Demonstrate ability to use a planned, structured approach to allocation of resources
* Ability to work with a high level of independence and autonomy
* Demonstrate awareness of the organisation's vision, mission and values
* Commitment to the delivery of a quality participant service in balance with WHS principles,
* Demonstrated understanding of the changing and diverse needs of home care participants
* Ability to work with a high level of independence and autonomy
Personal Attributes
* Able to analyse information quickly and use it to provide solutions align with Holistic Care SA Policy
* Demonstrate skills and building and maintaining effective relationships with internal and external stakeholders
* Focused on delivering best possible results for Holistic Care SA participants
* Able to identify problems and takes responsibility for funding solutions
* Able to maintain composure in uncertain and challenging situations
* Willing to seek out new ways to support and empower
* Demonstrate high standard of professionalism, ethics, confidentiality and discretion
* Demonstrate an understanding of the changing and diverse needs participants
Job Type: Full-time
Pay: $46.93 per hour
Benefits:
* Professional development assistance
Ability to commute/relocate:
* Kent Town SA: Reliably commute or planning to relocate before starting work (Required)
Work Authorisation:
* Australia (Required)
Work Location: In person
Application Deadline: 03/03/2023
Expected Start Date: 06/03/2023