• Employment Status: Permanent Full Time
• Location: Brisbane
• Reports To: General Manager
• Salary Details: Social, Community, Home Care and Disability Services (SCHADS)
• Salary Range: To be Negotiated with successful applicant

We2care is expanding into the Brisbane market, and we are looking for a very experienced manager who will have an opportunity to set up and run our programs in the area. We are experienced in delivering NDIS services and Home Care Packages in North Queensland. We2care focuses on delivering high quality care that aims to improve the lives of people we work with. Our care is provided with compassion, flexibility, respect, and thoroughness. We have a dynamic team of professionals from different fields and backgrounds, making us innovative and highly responsive to our participant’s needs.

ABOUT WE2CARE

We2Care is an established organisation specialising in providing a wide range of care services in disability and aged care sector. Our uniqueness is embedded in We2Care’s respect for the participant’s choice and involvement.

We2Care offers a unique contribution towards care by providing appropriate and targeted services that meet our participants' needs. This is through the promotion and implementation of a person-centred approach to planning and service provision. We2Care aims to support people to develop and maintain their skills and capacities, and to have a lifestyle based on their own interests and aspirations.

THE ROLE

Service Delivery Manager will be instrumental in overseeing the delivery of Home Care Packages and NDIS Service. The manager will provide hands-on leadership to our staff and support our participants in achieving their goals.

This position is responsible for the design and delivery of services and report to the General Manager who has overall responsibility for the development and delivery of our services.

DUTIES AND RESPONSIBILITIES

Mentoring and Development

• Mentors, develops, and supervises support workers/carers.
• Provides coaching and direction to establish and maintain services to assist people to live with dignity in the community.

Service Delivery

• Contribute to the development of Disability and Aged Care policy and procedures, and other compliance frameworks.
• Oversee and take responsibility of internal/external audits for branch programs.
• Action referrals in a timely manner and establish service delivery.
• Be the key contact for service issues, complaints, and plan reviews.
• Assist in creation for care plans.
• Be available to be part of a rotating on-call roster.

• Be able to match customers and staff and roster these accordingly.

• Establish the correct claim categories and the correct amount of funds.
• Provide NDIA with reports on specific goals, outcomes within the agreed reporting timeframe.
• Enhance We2care’s reputation through continuous improvement, business development and innovation.
• Undertake training, recruitment, and inductions.

Relationships

• Develop collaborative working relationships with all stakeholders.
• Facilitates networks of people and their families to support self-determination and direction of their services.
• Actively participates, in relevant promotional activities and consistently challenges and improves the quality and scope of the services that we provide.
• Has knowledge and awareness of all people supported and have personal involvement with a selection of people living in more complex situations.
• Develops good working relationships with funders, referral agencies, other providers, and community groups.
• Develops and manages internal and external relationships with other teams.
• Takes responsibility for sharing personal knowledge and skills across the organisation and provide training and mentoring to others outside the area when required.

Planning

• Work with the General Manager to develop strategies and plans to deliver excellent support to our participants and ensure the continued growth and expansion of aged care an NDIS services.
• Ensures that people’s options for support are explored, referrals are passed on, and acted on.

Budget

• Supports the General Manager, in developing and delivering of services within the budget.
• Ensures that resources are being used as efficiently as possible, particularly with regard to efficient utilisation of support workers, and ensuring that travel and other expenses are contained as effectively as possible, without compromising the needs of people we support.
• Ensures that budgeted support is delivered, and that over-delivery of support is managed within agreed parameters.

Personal Attributes

• Must have a pleasant nature, be approachable, compassionate and have a ‘can do’ attitude.
• High level of written and oral communication skills with demonstrated ability to communicate complex information to a variety of audiences.
• Be a Team Player - Our relationships/reputation within the community is important.
• High degree of professionalism, optimism, mental resilience, and ability to self-care.
• Demonstrated effective planning and organising skills in a high-volume work environment with the ability to deliver multiple outcomes within tight timeframes and with attention to details.
• Can work autonomously and with minimal supervision.

Technical Skills

• Knowledge of Home Care Package and NDIS.
• Understanding of challenging behaviour and of positive behaviour supports plans’, and an ability to develop this understanding in others.
• Evidenced experience in rostering is required and ability to fill shifts in a timely manner.
• Experience with facilitating support for people in areas such as personal care, health and well-being, community participation and skill development.
• Demonstrated experience in budget management, service agreements and maintenance of records.
• Knowledge of contemporary approaches such as person-centred planning and active support.
• Assist finance in the processing of claims and invoices.
• Ensure that all documentation is completed for each client and that progress notes are regularly reviewed.
• Manage all staff and client complaints and feedback.

Other duties related to the role as requested by line management.

Mandatory Qualifications

• A relevant Primary Health, Allied Health or Community Service qualification.
• Minimum five (5) years of experience in a similar or senior position.