Client Relationship Manager

Position Title:Relationship Manager
Status: Full Time
Award: Social, Community, Home Care and Disability Services
Industry (SCHADS) Award
Pay range/award, 100,000.00 annum/year exclusive of Superannuation
Position Purpose
A Relationship Manager is responsible for building and maintaining positive relationships with customers, identifying opportunities for business growth, responsible for forming and maintaining connections with business clients to drive sales and resolving customer complaints. you possess excellent communication and problem-solving skills, be able to analyse the company’s communication strategy, negotiations, and contracts to identify trends that can improve organisational procedures, and work closely with the Business Development team, Service Delivery team, and Marketing teams to boost profitability and customer satisfaction.
Relationship Management aims to support people to optimise and implement their NDIS Plan and the funding available. It involves connecting Business Opportunities to Accord Care services.
Relationship Management is key to achieving Accord Care Qld's mission and vision and delivering quality NDIS services, by working alongside people to achieve their goals.
Reporting to Director of Accord Care Qld Pty Ltd
Operations Coordinator
Work Locations,
Accord Care Qld has three Office locations at;

1. 41 Oconnell Terrace Bowen Hills;
2. 1/40 Brookes St Bowen Hills, Bowen Hill's; and
3. L2/6 Ewing Road Woo, NIU - Logan

you can be based at any of the above locations. or alternations as needed subject to consultation.
Hours,
Monday to Friday 9 am - 5 pm 38 hours per week as rostered This is a salaried position, and you may be expected to do reasonable extra hours.
Key Accountabilities and Responsibilities

• Building and maintaining strong relationships with prospective and existing clients.
• Build and improve relationships with customers, key stakeholders, referrers, and service providers.
• Review referral and intake practices to ensure clients get maximum satisfaction from their purchases.
• Work with internal departments to ensure the company meets clients’ expectations.
• Oversee customer relationship management system.
• Researching and pursuing new business opportunities.
• Maintaining a deep knowledge of company products and services.
• Educate and inform clients about the company’s products, services, and special offers. Identifying clients' needs and requirements and proposing suitable solutions.
• Providing clients with comprehensive product/service consultations and guiding their decision-making process.
• Attending to client complaints, and resolving issues promptly.

Competencies,

• Preferably a minimum of one year of experience supporting people with disability or mental health conditions and/or with complex and multiple care needs;
• An understanding of and the ability to identify “restrictive practice”;
• Good practical and or theoretical knowledge of working with people with challenges.
• Good understanding of contractual obligations.

Qualifications And Experience,

• Diploma in Disability management, marketing, communication, or a similar field.
• Experience as a Relationship Manager, in customer service, or a similar role.
• Ability to build and maintain strong client and business relationships.
• Proficiency in Microsoft Office and CRM software.
• Excellent communication and interpersonal skills.
• Good conflict resolution and problem-solving skills.
• Client centered

Personal Attributes

• Well-developed time management practices
• Professional approach (essential)
• Confident manner (essential)
• Ability to work under pressure (essential)
• A positive approach to change (essential)
• Creative and innovative (desirable)

Special Conditions

• NDIS Worker Screening Check (State-based),
• NDIS Worker Orientation Module,
• Working with Children's (WWC) check,
• A driver's licence accompanied by a registered and safe vehicle that includes comprehensive motor vehicle insurance

Our Vision
Accord Care is dedicated to supporting not only the physical well-being but also the emotional and social needs of our clients and their families. Our commitment to these core values guides every aspect of our organisation, ensuring that we empower our team members to respect one another, uphold family values, and make a positive and lasting contribution to the lives we touch.
Our Mission
At Accord Care, our mission is to provide compassionate and exceptional care while fostering a culture of respect, family values, and meaningful contribution.
Our Values
This mission statement reflects Accord Care's dedication to The ACCORD WAY.
Accountability

• Taking responsibility for the care provided and ensuring that it meets the highest standards of quality and safety.

Choice

• Respecting the autonomy and choices of individuals with disabilities regarding their care, services, and daily lives.

Collaboration

• Working together with individuals, families, and a multidisciplinary team to create a comprehensive and effective support plan.

Opportunity

• Providing equal opportunities for individuals with disabilities to learn, work, and participate in their communities.

Respect

• Treating individuals with dignity, respect for their autonomy, and cultural sensitivity, regardless of their age, background, or condition

Diversity

• Acknowledging and embracing the diversity of individuals receiving care, recognizing that each person has unique needs and preference

KEY ACCOUNTABILITIES

KEY RESULT AREA – Create an enabling work environment:
Responsibilities and Duties	Key Performance Indicators (KPI’s)
Comply with the NDIS Code of Conduct to support participants in ways that are respectful and inclusive;	Comply with the NDIS Practice and Human Services Quality Framework Standards; Uphold participants' rights: Understand and respect the rights of participants. Speak up and support the participants if their rights are not respected; and Support participants to express themselves and adjust your communication style to suit their needs and preferences.
Establish and embed NDIS values in organisational culture and practice:	Set up and communicate business values and workplace culture to promote and reinforce the principles of the NDIS, such as upholding human rights, celebrating diversity, and respecting the voice of those with lived experience.:
Build consistent, good practice:	Ensure organisational policies and procedures enable, support, and reinforce good practice. Establish processes to measure and adjust services to continually improve the quality and reliability of support.
Establish systems to support health and manage risk:	Design approaches to manage health and risk, consistent with the rights of people with disability to take and learn from risks, NDIS and organisational values, and the right of workers to a safe work environment.
Establish a learning culture to support workforce capability:	Create an organisational environment that sets and meets high quality service standards, promotes life-long learning and development, and supports career development for workers in disability and the wider care sector.
Assist NDIA approved participants to sustain independence and access services.	Understand how participants' experience of trauma influences their capacity, confidence, relationships, circumstances and sense of safety, and respond appropriately. Support participants to use their strengths, build their confidence, and put their chosen coping strategies into practice.
Be responsive to participants' culturally and linguistically diverse identity	Understand and respond to participants' desired connection to their culture, community, and language. Be aware of your personal assumptions and biases, and adapt your approach based on what's important to participants', such as being sensitive about when/how to use interpreters and respecting cultural norms and practices.
Be responsive to participants' LGBTIQA+ identity	Understand participants' rights, the importance and impact of inclusive language, and respond to participants' lived experience of sexual orientation, gender identity and/or gender expression. Be aware of your personal assumptions and biases, and adapt your approach based on what's important to participants to foster a sense of belonging and participation
KEY RESULT AREA – PEOPLE AND CAPABILITY
Responsibilities and Duties	Key Performance Indicators (KPI’s)
Maintain a safe and non-discriminatory workplace	Set availability on the workplace App Acknowledge shifts on the workplace app when sent Log on to the appropriate application to record your attendance at the work location Appropriate notice for illness or other leave types. WHS checks are undertaken and documentation maintained Recognises assesses and actions hazards, including equipment, motor vehicles and facilities Incidents are recorded and reported and remedial action is taken. Accord Care Qld Pty Ltd policies and procedures are adhered to
Act professionally and respectfully at all times	Professional relationships are maintained with participants, team members and service management Complaints are responded to in a timely and professional manner The confidentiality of participants and organisational information is respected and maintained at all times
KEY RESULT AREA –OUTCOMES
Responsibilities and Duties	Key Performance Indicators (KPI’s)
Assess needs and Identify gaps for high-quality person-centered plans that support personal life choices.	Assess and identify the participant's needs for the development of Care Plans Ensure weekly reports are completed and submitted on time. Ensure monthly reports are completed and submitted on time Participant files are maintained in accordance with legislation and organisational requirements. The rights and responsibilities of participants and their carers are respected and maintained at all times Services provided meet the NDIS Disability Services Standards and other relevant legislation
KEY RESULTS AREA - RESPONSIBILITIES
Supervise	Observe and respond flexibly to the changing needs of participants': Be present, pay attention to how the needs of participants may change, and respond accordingly. Manage health and safety: Support participants to look after their health. Take action and manage any health and safety risks to them or yourself. Engage and motivate participants': Support participants to build on their strengths and engage them in meaningful ways.
Maintenance	Review quality of support and service: Work with participants to make sure services and supports are enabling them to live the life they want and support them to make changes when needed. Support participants to speak up: Build understanding and confidence of participants to exercise their rights and support them to provide feedback and to raise any concerns, complaints or incidents.
KEY RESULT AREA – FINANCIAL SUSTAINABILITY AND BUSINESS PERFORMANCE
Responsibilities and Duties	Key Performance Indicators (KPIs)
Contribute to the effective financial management and sustainability of the organisation.	Payroll staff receive timesheets on time to process Expenditure of individual participant plans is within budget and service guidelines and procedures Data and progress notes are accurate and timely 30 hours billable hours per week.
KEY RESULT AREA – QUALITY MANAGEMENT AND IMPROVEMENT
Responsibilities and Duties	Key Performance Indicators (KPIs)
Continuously strive for excellence and innovation as part of quality improvement in service provision	Delivery is continuously monitored to ensure participants are receiving the service they request Embraces and participates in the organisation's ‘best practice’ and ‘continual improvement approach Remains current e-learning modules Initiates and manages the change process and energises and accelerates it on an ongoing basis, taking steps to remove barriers when they arise Implementation of updated policies and procedures

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