• Do what you love while helping people live BOLD lives!
• Make your best life's work!
• Full Time, fixed term contract until the end of June 2021

We are seeking a dynamic Virtual Service Area Manager with expertise in strengthening foundations and partnering with individuals to achieve the best possible outcomes for people with disability.

Reporting into the General Manager the Virtual Service Area Manager will provide exemplary leadership, supervision, support and mentoring to the Virtual Local Area Coordinator (VLAC) and Customer Service Liaison (CSL) teams. Ensuring the delivery of participant-driven planning and coordination services within the National Disability Insurance Scheme (NDIS) and in accordance with Feros Care's service philosophy, funding requirements, applicable legislative obligations, and quality frameworks.

This role will provide exceptional, timely and professional services to all internal and external stakeholders including Participants and their families, ensuring all interactions leave a lasting positive impression.

Full Time, Fixed Term Contract until the 30th June 2021 – located in our South Tweed offices.

What is involved?

• Oversee the day to day rostering and co-ordination of the Virtual Local Area Coordinator (VLAC), Customer Service Liaison (CSL) and the regional Local Area Coordination teams including monitoring rostered schedules, appointment calendars, travel, and scheduled meetings (internal and external) ensuring all work activity volumes within the Grant Agreement are being met
• Ensure a readily available and appropriately skilled VLAC and CSL workforce of committed, competent, enthusiastic staff who are passionate about assisting people living with a disability to live their best life and achieve their goals
• Ensure a consistent, holistic and proactive goal-orientated approach to all conversations including planning, implementation and reviews to promote personal capacity building, community participation and independence
• Ensure exemplary provision of support to the Service Area Managers and Local Area Coordinators
• Actively contribute to the development and review of the LAC program service strategy, risk planning and operational planning processes, policy, procedure and guidelines formulation as pertains to NDIA and area of responsibility

• Participate in the development and implementation of robust systems to analyse LAC program performance reports relevant to achieving regional milestones and KPI's set out in the funding agreements and guidelines
• Monitor qualitative and quantitative data and business intelligence reports to ensure Feros Care meets and exceeds KPI's required and mandated by NDIA funding requirements, program guidelines, legislative requirements including Feros Care's internal quality performance measures
• Undertake recruitment, selection and orientation of suitably skilled staff and provide mentoring and supervision, coaching, and timely performance management
• Create and maintain an exceptional team culture where staff feel they can achieve their best life's work at Feros Care

The boxes you must tick:

• Demonstrated experience and a high level of understanding of the Disability sector
• Demonstrated experience managing contact centre-based teams
• Demonstrated experience in managing large teams
• Passion for people management and experience in growing a self-sufficient workforce with high energy, enthusiasm, and commitment to excellence
• Demonstrated sound resource management with a high-level understanding of business viability needs
• Ability to evaluate reports, interpret data, categorise risk, develop and implement sustainable corrective actions
• Ability to think and act at a strategic level and successfully drive and implement change
• Well-developed written and oral communication skills e.g. negotiation skills; facilitation and presentation skills; and preparing reports, presentations and plans
• High level computer skills with the ability to problem solve and address inevitable system interruptions to ensure business continuity
• Ability to travel interstate and stay away from home at least two nights every month if necessary

Qualifications, Certificates and Registrations:

• Relevant tertiary qualifications in disability, human services, allied health, children's services, community or similar
• Unrestricted Australian driver's licence
• A current Working with Children Check or willingness to obtain one

For brownie points:

• Tertiary qualifications in management
• Comprehensive knowledge of the disability sector and the NDIS legislation, frameworks, guidelines and implementation program
• In depth knowledge of NDIS CRM system and NDIS procedures or the proven ability to learn new systems quickly

To apply online, please click on the appropriate link below. Alternatively, for a confidential discussion, please contact Nic Gulliver on 07 5669 0559 (option 3), quoting Ref No. 911037.