• Develop service design and NDIS quotes for highly complex clients
• Oversee centralised rostering
• Full time role – Dandenong South head office, flexible work from home options

About You

With a deep knowledge of the NDIS price guide and a strong understanding of SIL and core supports you will be passionate about ensuring the best outcomes for people who are marginalised and possess the financial and commercial nous to ensure safe and viable service provision. Further to this you will:

• Possess strong networks with funders and referrers across mental health and disability markets
• Have strong knowledge and experience in developing systems, monitoring and reporting in order to meet customer KPIs, package viability and rostering coverage
• Excel in partnering with stakeholders internally and externally in achieving positive outcomes
• Be capable of writing persuasive commentary and building strong relationships with funders
• Demonstrate an entrepreneurial and innovative spirit to explore and seize opportunities

It is a requirement of this position to acquire and maintain a positive Working With Children’s Check, a satisfactory Criminal Record Check, clearance from the Disability Workers Exclusion Scheme and possess a current & valid driver’s license.

About the Role

Reporting to the Chief Operations Officer, Complex Services this role works collaboratively across the organisation to manage the end-to-end customer service process from quoting an NDIS plan to claiming for work delivered to ensuring we have the right people in the right place at the right time, ensuring the customer service experience is seamless. In detail this the role will:

• Work closely with the Chief Operating Officer: Complex Services and the National Manager of Growth and Service Design, NDIA and other senior stakeholders to develop service design and NDIS quotes for highly complex clients
• Oversee the Customer Support Centre to develop NDIS quotes, package reviews and Service Agreements
• Work closely with the operations team to manage priorities, expectations and timelines for all new package enquires and plan reviews ensuring all internal KPIs for timelines are met
• Oversee the Centralised Rostering Team as processes roll out nationally to ensure scheduling and rostering are aligned to individuals’ approved plans and staff are matched with clients support requirements and preferences

While ermha365 continues to operate services through COVID-19 we are taking appropriate actions to ensure that our staff and the people we support are as safe as possible. You will be expected to adhere to all COVID-19 standards, requirements and processes including (but not limited to) wearing appropriate PPE and regular hygiene and cleanliness practices.

What we can offer you

Ermha365 is an agile and innovative non-profit with a growth agenda across Australia. As an employee you will be offered:

• Opportunity to have a career that changes lives
• On the job training and development
• Flexibility in working hours to suit work life balance
• A supportive team environment that is engaging and inspiring
• A competitive total package including salary packaging

Who are we

Ermha365 exists to ensure that people experiencing mental illness and cognitive disability, and their carers, can thrive in and become part of the community. We choose to work with people experiencing mental illness and cognitive disability who have fallen through the gaps in the system and where there is no obvious support. We are often considered the provider of last resort.

We are a child safe and equal employment opportunity employer. Applications from Aboriginal and Torres Strait Islander peoples and people from culturally and/or linguistically diverse backgrounds are encouraged.