Deputy Manager

Job Title:

Classification:

Award:

Location:

Deputy Manager – Social and Community Services

Social and Community Services

Social, Community, Home Care & Disability Services Industry Award

Professional and Leading Care Services Office, 49 Arthur St. Strathfield NSW 2135

Main Duties and Responsibilities:

• Driving a company's growth and expanding its market reach .
• Developing and implementing strategies to improve service delivery and client outcomes.
• Collaborating with external stakeholders such as government agencies, community organizations, and other service providers to improve service coordination and referral pathways.
• To contribute to Business Development by seeking opportunities to grow business.
• Ensuring that appropriate quality assurance processes are in place and that service standards are being met.
• Developing and maintaining positive relationships with clients and their families, as well as other stakeholders such as funders, regulators, and advocacy groups.
• Responsible for developing and implementing marketing strategies, identifying new business opportunities, and nurturing relationships with clients and partners.
• Overseeing the daily operations of disability services programs and ensuring they are delivered in compliance with relevant laws, regulations, and policies whenever required.
• Maintaining weekly reports and forwarding them to Management.

 Key Responsibilities:

  Business development: Searching for marketing opportunities including Network events, Digital marketing etc. Should focus on company branding and publicity. Analysis for Company SWOT. Seeking 

opportunities for other community service models. Should develop business plans. Should meet current/potential clients/ stakeholders/other organizations to expand /grow the business

​  

Relationship Building : Establish and maintain relationships with existing and potential clients, partners, and stakeholders. Schedule and coordinate meetings, presentations, and events with clients. Serve as a point of contact for client inquiries and provide timely and professional responses. Assist in managing the client database and tracking communication and sales activities.

Lead Generation and Follow-up: Assist in lead generation activities, including prospecting, cold calling, and networking. Conduct initial outreach and follow-up with leads to qualify their interest and needs. Collaborate with the sales team to ensure leads are properly tracked and followed up on.

Market Research and Analysis: Conduct research and analysis on industry trends, market dynamics, and potential opportunities. Monitor and report on competitor activities, pricing, and market share. Stay up-to-date with industry news and developments to identify potential business prospects. Establish partnerships and collaborations: Identify organizations or influencers in the disability community that align with P&L’s mission and values. Collaborate on joint initiatives, guest blog posts, interviews, or cross-promotions to expand our reach.

Attend and organize events: Participate in disability-focused conferences, seminars, and expos to connect with potential clients and network with professionals in the field. Consider organizing our own events to raise awareness about disability services and promote P&L’s disability care services.

Collect and showcase testimonials: Request feedback and testimonials from satisfied clients or their caregivers. To build trust and credibility, display these testimonials on P&L’s website, social media platforms, and promotional materials.

Brand Management: Assisting in maintaining brand guidelines and ensuring consistent brand representation across all marketing materials and communications.

Administrative Support: Assist in managing business development budgets, expense tracking, and reporting. Prepare regular progress reports, presentations, and sales forecasts. Maintain accurate records of business development activities, leads, and client interactions.

Intake Interviews: The Deputy Manager will conduct intake interviews of individuals with disabilities to identify their needs, strengths, and preferences.

Risk Management: The Deputy Manager will work with individuals with disabilities to identify, classify, manage, control, and monitor those risks that threaten the Services provided and manage all associated records so there is up-to-date and accurate documentation of the risk assessment at all times. It is an ongoing process that requires the development of cost-effective control measures to reduce risks and maximize opportunities.

Developing Individualized Support Plans: The Deputy Manager r will work with individuals with disabilities to assess their needs and develop individualized service plans that outline the specific services, interventions, and supports required to help them achieve their goals

Coordinating Services: The Deputy Manager will work with service providers, healthcare professionals, and other stakeholders to ensure that people with disability have access to the resources and support services they need.

Advocating for Individuals: The Deputy Manager will advocate for people with disabilities to ensure that their rights are protected and that they receive the services and support they need to live independently.

Monitoring Progress: The Deputy Manager will regularly monitor and evaluate service delivery to ensure that people with disabilities are receiving high-quality services that meet their needs and expectations.

Maintaining Records: The Deputy Manager will maintain accurate and up-to-date records of all service delivery activities, including assessments, support plans, progress reports, audit and compliance reports and other documentation.

Providing Guidance and Support: The Deputy Manager may also provide guidance and support to family members, caregivers, and other individuals involved in the individual's care.

Identifying Resources: The Deputy Manager is responsible for identifying resources within the community that can support the individual's needs and goals. 

Incident Management: The Deputy Manager will swiftly and efficiently respond to, manage, and escalate an issue, bringing it under control and minimizing the impact on the participant and PandL.

Ensuring Compliance: The Deputy Manager ensures that all services provided are compliant with federal, state, and local regulations. The Deputy Manager may participate in the review of the organization's policies and processes ensuring alignment with the organization's standards. Likewise, may contribute to a continuous improvement culture that reviews indicators of client satisfaction and implement action to achieve results.

Training and Development: The Deputy Manager may provide ongoing support and coaching to people with disability to help them achieve their goals and improve their overall quality of life. Similarly, Deputy Manager may provide training and development opportunities to disability support workers (DSW) to ensure that they have the necessary skills and knowledge to support people with disability effective

Quality Improvement: The Deputy Manager should stay up-to-date on the latest research, trends, and best practices in disability services to ensure that the services provided are evidence-based and effective. Also, managers should participate in the ongoing review and evaluation of data relating to incidents to ensure continuous improvement and review of practices.

Essential Competencies and Experiences:

• Bachelor’s degree in social work, nursing, allied health, health, or similar, or substantial leadership and community services experience.
• Experience in Business development (preferably in NDIS sector)
• Experience in a mid to senior management level role in disability, community, accommodation and/or aged care services, or in property or tenancy management with a focus on delivering outcomes for clients and employees.
• Demonstrated organizational and project management skills.
• Experience developing and implementing plans and actions to achieve quality, client, people, operational, financial, and risk targets.
• Experience working directly with people with disability with demonstrated awareness of the key issues faced by people with disabilities relating to housing,
• Skilled in managing customer expectations and applying discretion in dealing with sensitive issues and environments,
• High level interpersonal and communication skills with a demonstrated ability to liaise effectively at all levels and the ability to negotiate and influence successful outcomes,
• Strong reporting skills and competency with Microsoft programs, particularly Word and Excel,
• Well-developed problem-solving and influencing skills including the ability to recommend strategies for resolution,
• Current driver’s license or access to transport.

Key Communications:

• Internal Contacts: Managing Director, General Manager, Senior Manager Service Coordinator(s), Disability Support Workers

External Contacts: Clients, External Providers, and funders 

Security & Compliance Check:

• Current National Police Check 
• Working with Children Check
• First Aid certificate and CPR
• NDIS Workers Orientation
• Driver's License and Comprehensive Car Insurance

NDIS Learning Modules:

• NDIS Worker's Orientation Module
• NDIS Induction Module
• NDIS - Supporting Effective Communication
• NDIS - Supporting Safe and Enjoyable Meals
• NDIS - COVID19 Infection, Prevention, & Control
• Manual Handling