• Join our new Centre of Excellence
• Newly created position
• Newcastle Head Office location
• Permanent Full Time

About the Organisation

Life Without Barriers is a leading social purpose, not for profit organisation of 6,100 employees working in more than 440 communities across Australia. We support children, young people and families, people with disability, older people and people with mental illness. We work with people who are homeless and refugees and asylum seekers.

We want to employ people who reflect the diversity of our clients to ensure we can support each client's individual needs and wants. We encourage people of Aboriginal and Torres Strait Islander background and people with disability to apply.

About the role

Effectively lead the Disability Staff Support Centre (DSSC) team which provides LWB’s Client Services and other internal stakeholders with accessible and responsive advice that efficiently supports LWB’s disability service delivery in the context of the National Disability Insurance Scheme (NDIS).

Key Responsibilities  

• Provide leadership in developing and implementing a culture of service excellence
• Ensure that the DSSC provides the key information, tools, resources and guidance to the business to encourage nationally consistent and streamlined processes and procedures related to the NDIS
• Provide leadership to the DSSC team in the delivery of quality, consistent and responsive advice (within established SLAs) to internal customers on signature processes and LWB policies and procedures
• Provide a point of escalation for more complex internal customer enquiries
• Ensure advice and guidance provided by the DSSC is informed by applicable legislation, NDIS terms of business and LWB policy and procedures
• Ensure a continuous quality improvement focus through the capture and analysis of data, Ensure the team adequately captures all enquiries on NDSC logs to allow for regular analysis
• Engage with internal stakeholders where inconsistent processes or practices to signature process or policies have been identified, and support the rectification of inconsistency through the provision of information
• Engage with members of the Disability Reform Team and participate actively in national level working groups as required
• Develop strong relationships with NDIS/NDIA departmental contacts.

Skills & Experience  

• Tertiary qualifications (or equivalent experience) in human or social services, business, customer service or similar areas
• Experience working in the Disability Sector
• Experience working in a large, geographically dispersed organisation
• Experience and ability to engage with internal and external stakeholders both at an individual and group level
• Proven ability to successfully lead a team that delivers superior customer service to internal (or external) stakeholders
• Demonstrated experience in managing competing priorities and to deliver outcomes within agreed timeframes and quality standards
• Demonstrated understanding and knowledge of service and business models and processes required by NDIS / NDIA

Successful candidates will be required to clear probity checks including National Criminal History Record Check and Working with Children Check (where relevant to the role).

Benefits  

• Join our new Centre of Excellence transforming the industry
• Newly created position – opportunity to make a huge impact
• Newcastle Head Office location