Introduction

At Phoenix House Youth Services we relate our success directly to the strength of our team and the positive contribution we make to our clients.

To continue operating at the highest standard we are seeking a Client Care Manager to join the team. In this role you will lead the professional services of our Social Workers and Counsellors funded by the Department of Communities & Justice (DCJ).

Reporting to the Head of Organisation, this leadership position will be overseeing (and assist in) the delivery of client-facing services.

Benefits of working in Phoenix House Youth Services include:

• A small, inclusive and caring culture;
• An attractive renumeration package including superannuation;
• Very flexible working conditions; and
• Personal career satisfaction.

Objectives of the Role

In accordance with the ongoing functioning of Phoenix House Youth Service the position will be required to:

• Manage the delivery of professional client-facing services through:
  • Relationship-management between Phoenix House and the DCJ (Department of Communities & Justice)
  • Clinical oversight of the service delivery of a small team of Social Workers and Counsellors.
  • Provision of formal supervision to client-facing staff.
  • Provision of case management to a small contingency of high-complexity clients.

• • Facilitation (or co-facilitation) of some group activities.

• Assistance with ongoing operations management, according to the requirements of the annual business plan, budget and organisational strategy. Includes:

• • Policy (and procedural) development, improvement and oversight.
  • Oversight of client data and organisation.
  • Relationship management with local stakeholder network.

• • Discretion to develop new programs according to community need (in-consideration of capacity and resources ).

Key Responsibilities

As the Client Care Manager, the role will:

• Conduct relationship management with representatives of the DCJ, local community groups, and service partners.
• Manage the quality of client-facing services through policy and procedural oversight and improvement.
• Manage the ongoing delivery of client-facing services under the stipulations of the organisational business plan and budget.
• Provide client service through case management and group activities.
• Oversee and collate the input of client data, and external reporting mechanisms.

• Assist in the collaborative growth of Phoenix House programs,
• Provide other assistance where necessary in the delivery of services under the DCJ contracts.
• Provide assistance in ongoing administrative duties relating to managing the general operations of Phoenix House.
• Liaise with grant-writers to provide organisational details for external grants.

Role Capability

The role is expected to:

• Implement transparent and accountable decision making in relation to client needs and
• Maintain a high level of communication and collaboration with staff and others;
• Provide competent and effective care to vulnerable youth on Sydney’s North Shore,

• Maintain a strong oversight and understanding of the DCJ’s contractual requirements for social service.

Criteria

The criteria for the Client Care Manager role include:

Essential:

1. Minimum 7 years experience in the delivery of case management services,
2. Minimum relevant tertiary qualification at the undergraduate level.
3. Previous leadership experience, ideally in the capacity of social service delivery.
4. Comfort in using data reporting systems, including a CRM (Customer-Relationship-Management) system.
5. Ability to produce, or contribute to annual reporting and planning documents (budget, business plan, etc.)
6. Criminal History Record Check and Working with Children Check required.

Desirable:

1. Experience in finance, HR or operations.
2. Experience in the delivery of education, special-assistance education or study-support programs.
3. Strong relationship management skills,
4. Experience in the not-for-profit sector (in-particular services provided to vulnerable youth).

Duties

Client Services (40%)

• Provide direct, independent case management services for clients (high-complexity) experiencing, or at-risk of homelessness, or as part of targeted early-intervention programs.
• Provide case management services outside of client interaction, including but not limited to: advocacy services, stakeholder liaison, housing or service provider referrals, etc.
• Provide assistance with, or independently engage in stakeholder engagement activities related to the promotion of Phoenix House’s case management services.

Operations, Management & Administration (60%)

• Service Delivery: Oversight of PHYS service-delivery, which includes:

• • Formal supervision of client-facing staff,
  • Assistance to, and oversight of staff services provided to clients of low-medium complexity.
  • Assistance in, and oversight of the delivery of group client activities.
  • Relationship management with key stakeholders related to service delivery.
• Service Quality: Maintenance, and continual improvement of the PHYS service-delivery, which-includes:
  • Development, and continual improvement of internal policies (and related procedures), according to legislation, best-practice and organisational principles.
  • Oversight of a continual, relevant and accurate data pipeline, from incoming referral, to service-delivery, to aftercare and external reporting mechanisms.

• Service Growth: Oversight of the client-facing output of Phoenix House, which-includes:
  • Liaise with the Head of Organisation to provide consultation and ongoing feedback regarding service delivery against budget, business planning, strategy and environmental factors.
  • Assistance with operational tasks related to the ongoing operations of Phoenix House, as-needed.
  • Process advising, and / or discretionary development of new programs or initiatives, according to community need, and in-consideration of budget, business planning, strategy and organisational principles.
  • Liaison with external grant-writers to provide organisational information.