Aged & Disability Support (Community Services & Development) Full time $106,388 per year plus super, laptop & phone Formerly Helping Hands Support & Therapeutic Services, Pier Support Services PTY LTD is a NDIS support service provider in regional Victoria and Tasmania's North West Coast, West Coast and Circular Head region.
We are a dedicated team with a wealth of knowledge with direct support experience, from hospital settings, residential group homes, day programs, facility based, respite, child protection and many more support settings.
At Pier Support Services, we thrive to provide the best person-centred support to meet the individual's needs living with mental health and disability.
Pier Support Services specialise in providing complex support to meet individuals needs and support the individual to achieve their aspired goals and outcomes.
Pier Support Services Pty Ltd provides services based on values not KPI's.
About The Role Our Disability and Mental Health Services Program has experienced rapid growth in our target area of Victoria.
Our program consists of a portfolio of services including: Disability Support Mental Health Support Activities of Daily Living Personal Care Individual Skill Development In-home Support Respite (STA) Supported Independent Living (SIL) Independent Living Options (ILO) Assist Client with medication Community Access/Outreach In-home Respite Transportation Domestic Assistance Coordination of Supports Reporting into the Managing director, the Service Manager is a proactive and inspiring leader who can hit the ground running to manage strategic and day-to-day operations and further develop the program to ensure that it is in the forefront in the provision of disability services.
The Service Manager will review, develop, and implement efficient and streamlined business processes in line with the NDIS Service Delivery Model.
The Service Manager will work with local community networks to develop service agreements.
The Service Manager will have the knowledge and experience within an NDIS environment to proactively market and promote Pier Support Services Disability and Mental Health Services Programs within regional Victoria.
The Service Manager will ensure professional standards; legislative requirements and the organisation mission, values and objectives are met across all programs in accordance with the strategic plan.
Working closely with direct reports, consisting of a Disability Support Workers, Administration Officer, the Service Manager will supervise, coach, and manage the Disability Services team to deliver efficient programs in accordance with Quality Assurance frameworks.
Ensure customer facing staff have appropriate tools, skills, and training to deliver services to participants.
Provide on call support to staff and participants as per on-call roster requirements.
Tasks & Responsibilities 1.
Business Development and Financial Management Work in collaboration with the Managing Director to develop and implement strategic initiatives as part of Pier Support Services Strategic Plan.
Develop growth and business opportunities including thorough evaluation of financial and business information.
Undertake complex cost/benefit analysis.
Provide regular written reports (at least monthly) to the Managing Director on the progress of Disability and Mental Health Services programs.
2. Develop and Execute Best Practice Service Delivery Models for NDIS Services Provide leadership to the program to review, develop and implement efficient and streamlined business processes and effective service delivery in accordance with the National Disability Insurance Scheme.
Ensure accuracy by regular monitoring of service scheduling, approvals, and action gaps in individual participants service agreements to ensure NDIS Plan ratios and participant goals are in line with services delivered.
Ensure 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 participants.
Ensure that the participant funding and budget is being maximised through monitoring participant service hours, reducing overtime costs, agency usage and staff turnover.
3. Participant and stakeholder relationship building Ensure quality participant service delivery in line with the person centred and individualised approaches.
Take responsibility and effectively deal with complex participant relationship needs and seek out, promote and maintain positive relationships with new and existing partner organisations, referral agencies, corporate partners and other identified external stakeholders.
Have a customer focused attitude that is conducive to delivering optimum customer service whilst remaining within budget.
4. Leadership and staff management Implement an 'outcomes' based accountability framework.
Develop working relationships with Pier Support Service's teams, participants and other key external stakeholders.
Lead, supervise and coach staff to effectively deliver programs in accordance with the relevant Quality Assurance frameworks and Pier Support Service's policy and procedures.
Take responsibility for sharing technical knowledge and skills across the organisation and provide training and mentoring to others outside the area when required.
Ensure staff effectively assist participants to address and/or resolve a range of needs and expectations, to link participants with relevant services, and to identify personal goals.
Conduct regular supervision and quarterly performance reviews for direct reports.
5. Quality Framework Ensure all services comply with relevant legislative and regulatory requirements.
Regularly monitor the policy changes within the NDIS framework and update organisational processes and procedures accordingly.
Review the use and adequacy of the Pier Support Service's risk assessment framework for Disability Services and update as necessary.
Ensure adherence to Pier Support Service's values, policies & procedures and all relevant government legislation and disability standards.
Qualifications & Experience A minimum of 2 years proven experience in service development including designing, creating and implementing new systems and procedures to ensure timely, efficient and quality services that meet the requirements of the NDIA and ensure appropriate interface with the NDIS/NDIA.
At least 1 year people management and/or case coordination experience in a disability, health or aged care environment.
Demonstrated understanding of issues relating to the provision of disability services including knowledge and experience in the marketing of a developing business.
Demonstrated ability to identify and personally deal with complex participant matters.
The ability to manage competing priorities, complex scenarios, and overseeing a team of staff who have a range of competing priorities and reporting deadlines to meet.
Strong business and financial acumen with thorough understanding and experience working within participant funding and organisational budgets.
Demonstrated ability to lead and manage people; develop and maintain motivated, professional and effective work team/s.
Excellent communication skills, organisational skills, accuracy and attention to detail.
Team player, who is also capable to work autonomously with minimum supervision.
Current and valid Working With Children Check.
Current and valid driver's licence and access to a fully insured vehicle.
Cleared National Criminal History Check.
Tertiary level qualifications in a relevant discipline or a minimum of 3 years' experience in a management role within the community sector.
Knowledge of Awards, Industrial Relations and the Disability Inclusion Act.
Advanced understanding of the NDIS Framework.
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