Key Accountabilities and Responsibilities

Intake

• Work with the IDS Business Development person and client Services Team Leader to complete onboarding of new tier 1 and 2 clients.
• Maintain regular and frequent contact with new clients (online, email, phone or in the field) to ensure a smooth transition to IDS.

Retention

• Regularly liaise with the client, their intermediaries and care team (online, email, phone or in the field)
• Identify risks to client and or services and escalate accordingly
• Provide regular updates to the client support coordinator including notes sharing and verbal updates.

Rostering

• Liaise with rostering team for them to plan rosters ahead and any changes from time to time.

Human Resources

• Participate in the recruitment of Support Workers, particularly for Tier 1 clients, with the assistance of Human Resources
• Conduct annual reviews of Support Workers allocated to Tier 1 clients and make salary review recommendations in consultation with the General Manager.

Technology and Systems Support

• Application of Visual Care database to ensure client and worker records, issues and incidents are timely and accurately recorded for Tier 1 clients.

Other Duties

• Other duties as required, commensurate with the level of the position
• Attend work functions when needed

• Contribute to and attend Staff Forums as required.

Location

• Work remotely with office based work once per week, more frequently as required.

Key Selection Criteria:

Required Attributes

• A client and outcomes focused approach, with an emphasis on making the client experience exceptional
• Ability to develop and maintain effective working relationships with stakeholders at all levels
• Ability to handle complaints and resolve disputes and conflicts effectively and courteously
• Is emotionally intelligent, and able to empathise and respond to clients’ and families’ changing needs appropriately
• Is resilient and can work calmly and effectively under pressure
• Can work autonomously, whilst also being an active team member with a ‘can-do’ attitude.

Skills and Experience

• 2 – 3 years’ experience in casework or case management, preferably in disability, aged care, healthcare or out of home care to plan, advocate and organise client care
• Computer literacy with proficiency in the use of MS Outlook / Word and experience using a client management system or database
• Excellent time management skills, with the ability to manage changing priorities
• Understanding of NDIS in relation to client service planning.

Desirable

• Experience in workforce scheduling or rostering within the disability or aged care sectors, or in a similar customer engagement role.

Mandatory Requirements

• NDIS Worker Screening Check
• Working with Children Check
• Completion of NDIS Worker Orientation Module.

Education

• Bachelor of Social Work (or equivalent).

A position description is attached.