About the role:

In this dynamic role you will be accountable for the delivery of high quality services to our clients aligned with AQA’s values and Service Partnership. In this role you will focus on service coordination, client and Disability Support Worker (DSW) relationships, liaison and engagement and Support Plan and Partnership maintenance to ensure all services delivered are of the highest quality.

Your positive attitude, tenacity and an exposure to the customer services / community services sector will be a great advantage in our diverse team. We are currently going through a period of challenging everything we do, questioning if it is the best, most efficient and effective practice or process and working toward continuously improving everything we do.

An appetite for positive change, alignment to organisational values and improvement is therefore critical for this role. This role is ideal for people with case management or service coordination experience.

About AQA Victoria Ltd

AQA was established in 1987 by a group of people with quadriplegia who saw a need to improve access to information, support and employment opportunities for people who had sustained a spinal cord injury (SCI) – particularly quadriplegia. Today AQA continues to provide individualised supports to people with spinal cord injury and other physical disabilities throughout the State of Victoria and Tasmania.

The Qualcare division of AQA has been operating as a provider of in-home and community based services since 1990 and provides a range of Personalised Services aimed at promoting and building independence. Services are flexible and can be customised. Services may be delivered at home, in the community, at uni or at work and may be required for a variety of reasons including daily living assistance, skill building, leisure and health or therapy supports. Supports provided are personalised and individual and can be provided across 24 hours a day, seven days a week.

Key responsibilities and tasks associated with this role include:

• Coordinate support services to a portfolio of people with a disability, injury or illness living in the community
• Liaise with clients and their relevant supports to develop and maintain a care plan that best meets their individual needs.
• Build strong relationships and channels of communication with client's disability support team, client support networks, health professionals, treatment teams, case managers, funding bodies (e.g. TAC, NDIS, DHHS)
• Core rostering for your case load.
• Lead Disability Support Workers in establishing best practice on client's programs through regular feedback, follow up and communication.
• Home visits for support plan reviews and safety assessments.
• Support clients to find suitable Disability Support Workers to meet their needs.
• Participate in a rotating roster as back up support to the after-hours service.

This position is perfect for someone that is confident to work independently while also working collaboratively in a team environment. To succeed in this role you will have a very strong ability to multi-task, prioritise and communicate effectively with varying levels of the organisation and community.

Essential selection criteria include:

• Demonstrated commitment to delivery of exceptional customer service to both internal and external customers
• Demonstrated ability to professionally plan, prioritise and juggle simultaneous competing demands in a fast paced and constantly changing environment.
• Proven ability to build strong working relationships and rapport and strong networking ability.
• Highly developed oral and written communication skills. Is able to communicate and network with a range of stakeholders
• Demonstrated understanding of changing environments, personal resilience and commitment to continuous improvement.
• Understanding of privacy principles, confidentiality and duty of care as they relate to people with disabilities and AQA Qualcare employees.
• Understanding of Occupational Health and Safety Act and how it relates to the delivery of disability services.
• Intermediate computer skills including MS Office Suite and administration skills.
• Certificate IV in Disability (or other relevant qualification) and / or 2 years’ experience in a similar role.
• Current Driver's Licence
• Satisfactory national police check and clear name check against the Disability Worker Exclusion Scheme (DWES)

In return the successful candidate will receive:

• A competitive remuneration package;
• Access to lucrative annual Salary Packaging (tax benefits) - living expenses and meal/entertainment expenses;
• Opportunity to participate in a Monthly Accrued Day Off (ADO);
• Flexible and supportive working environment;
• On-going training and development opportunities.