Summary:
Total Support Services is a fast-growing company and due to the high demand for services we are increasing our Service Delivery Team.
As a highly organized and detail-oriented Service Delivery Coordinator you will be responsible for ensuring the timely and efficient delivery of services to our clients.
Your Purpose
• Oversee rosters to ensure all shifts are covered and clients are supported.
• Work over a seven-day roster ensuring after hours is attended to
• Ensure rosters meet the needs of clients.
• Maintain records of roster requests and permanent changes.
• Maintain regular communication with clients and support workers.
• Ensure all client documentation is completed and reviewed.
Key Responsibilities
Rostering
* Work over a seven-day roster, ensuring the after-hours telephone is answered and issues are addressed. Referring emergency situations to the Management team
* Cover all vacant shifts to ensure client's needs are being met
* Ensure rosters are set, published, and distributed in line with client's choices and requests.
* Approve timesheets and read shift notes daily.
* In conjunction with the Service Delivery Manager /or delegate, assist with work force planning and developing targeted recruitment to meet client's needs
* Organise meet and greets and follow up on the with both client and worker on outcome
* In conjunction with the Accommodation and Respite Managers, ensure respite services are rostered to meet the client's needs.
* Undertake Support Workers performance reviews and provide supervision as policy and procedures.
* Give Support Workers feedback as per policy and procedures.
* Conduct and attend team meetings when required
* Maintain open communication with Support Workers informing them about changes to shifts and within the organisation.
Client Engagement
* Work with an active support approach to developing and meeting client's goals and aspirations.
* Communicate with clients verbally and written.
* Maintain file notes of interaction with clients.
* Review case notes daily and follow up with any issues identified.
Maintain client documentation including:
* Ensure support plans are documented within three months of commencement of services.
* Ensure support plans are reviewed annually.
* Risk assessment reviewed annually.
* Medication charts are in place and support workers are administering. medication in line with policies and procedures.
* Work with clients to provide feedback on service delivery.
* Direct/report case notes of concern to the Service Delivery Manager.
* Immediately report any incidents or matters of concern to Service Delivery Manager and complete an incident report as per Policy and Procedure
Qualifications and Experience
* A degree in relevant disability and / or 3+ years' experience in the disability sector.
* Current driver's licence.
* NDIS Worker Screening Check.
* Working with Children check
* High Level computer skills.
* A demonstrated understanding and commitment to inclusion principals.
* Knowledge of, or the ability to rapidly acquire, support worker rosters, support planning and legislation requirements.
* Experience in supervising staff and coordinating a community service.
* High level of effective communication with stakeholders