Outreach Coordinator And Group Facilitator

The purpose of this role is to assist in the efficient and effective deployment of our most critical resource, our people.

The position is required to set and mutually agree priorities and monitor work flow in the areas of responsibility, has the authority to exercise a degree of autonomy within the key responsibilities and duties and will be required to exercise initiative and professional judgment where practices and direction are not clearly defined. Any issues falling outside these areas are to be referred to the position’s manager.

Role description:

• Developing and implementing community outreach programs and initiatives 
• Facilitate Group Programmes.
• Identifying and building relationships with community leaders, support coordinators, organizations, and Groups
• Promoting the organization’s mission and services within the community
• Organizing and hosting community events, presentations, and workshops
• Coordinating volunteer activities and ensuring they align with the organization’s mission
• Assessing the needs of the community and creating strategies to meet those needs
• Tracking, documenting, and reporting on community outreach and engagement activities
• Working with marketing and public relations teams to ensure consistent messaging and branding
• Providing regular updates to management on outreach activities and progress towards goals
• Respond to enquiries and referrals from external agencies and compete intake procedures for client/carer in accordance with agreed policy, criteria and guidelines.
• Contribute to the establishment of individual client services so they are delivered in a safe and timely manner
• Develop individual client care plans which identify client and/or carer needs and capacities, hopes and concerns including service recommendations that seek to build on existing strengths and interests to maintain independence.
• Maintain strict client confidentiality while reinforcing the client’s rights and responsibilities.
• Managing, developing and leading day-to-day service provision in all areas of service delivery directly under your supervision
• Attending and participating in monthly supervision meetings with Operations Manager
•  Providing administrative support to management and support staff
•  Administering customer intake
• Coordinating service booking with customers and support staff
• Acting as a central point of contact for support staff
• Approving support staff shifts
• Developing and managing rosters for all locations of the Outreach Programme.
• Contacting relevant participant to advise of roster changes
• Making sure to step in to support participants or staff in emergency.
• Assessing and managing risk in line with quality standards
• Escalating issues to relevant Team Leaders and Managers
• Design, develop and drive strategies to prepare Haven Care Australia Pty Ltd for the introduction of the NDIS to the wider community
• Network and communicate with other people and Groups, e.g. Aboriginal communities, other health centres, ACT Health, NDIA 
• Record services delivered and submit request to the NDIA in a timely manner 
• Maintain record and reporting for NDIS service delivery and facilitation 
• Adhere to NDIS Quality and Safeguard requirements 
• Maintain client confidentiality and privacy
• Participate in education of staff who are not familiar with NDIA or its services 
• Represent the organisation at workshops and conferences 
• Build strong and effective relationships with clients and their families, creating positive expectations 
• Assist in interviews/assessments with NDIS participants and/or their carers
• In conjunction with the participant's need, oversee the rostering function, by managing rostering templates , rolling over employee rosters where employees are given 4 weeks’ notice of permanent shifts and manage shift swaps and changes on a daily basis
• Ensure that shifts are filled in a timely manner and in such a way as to ensure there is least disruption to clients and ensure maximum cost effectiveness to the organisation.
• Audit timesheets each Monday morning for payroll processing.
• Advise and support HR in the population of and update of roster templates in a timely efficient manner, ensuring that all industrial relation obligations are adhered to.
• Maintain accurate and timely documentation.
• Respond to and appropriately manage employee queries in regards to their roster

To provide clients with high quality support that addresses individual needs and enhanced independence, abilities, community participation and/or quality of life all employees are expected to: 

• To demonstrate consideration, understanding and respect for clients and their families at all times in all interactions.
• Ensure personal and team contribution support overall team effectiveness by demonstrating a high level of commitment and efficient follow through of any tasks until completion or as otherwise agreed with the Director.
• Monitor and report performance against KPIs and take corrective action as required.
• Consult and collaborate with colleagues, managers and subject matters experts (internally and externally) to ensure the best possible outcomes for Haven Care Australia. 
• Provide a safe working environment within your area of responsibility, actively participating in and supporting a ‘safety first’ business culture.
• Ensure compliance with Statutory and Regulatory requirements, and Haven Care Australia policies, processes and procedures.
• Emulate and encourage others to adhere to, Haven Care Australia’s values in all work related activities.

Essential Qualifications and Experience 

1. 1.5-3 years of experience coordinating outreach or other similar services in a large multi-faceted organisation.
2. Disability services industry expertise (preferred).

Level of Expertise

1. Highly developed data input skills
2. Highly developed analytical skills with the ability to manipulate and analyze raw data and present the analysis in an appropriate manner
3. Highly developed prioritization skills with a proven ability to manage work load in order to achieve business outcomes
4. Highly developed software literacy skills across all common MS Office products and specifically in rostering software packages
5. Well developed problem solving skills, including root cause analysis
6. Well developed written and verbal communication skills, including negotiation skills

Behaviours:

• Confidentiality – applies the highest level of confidentiality, understanding that confidentiality is an imperative for clients, their families, fellow employees and Haven Care Australia
• Emulating Values – demonstrates, through behavior, an alignment to and an understanding of Haven Care Australia’s values and the criticality of those values to Haven Care Australia’s ongoing success. 
• Delivering Results – efficient follow through of any tasks to completion or as otherwise determined by the direct supervisor or designated employee.
• Analytical Thinking and Data Analysis – understands the operating environment and makes decisions based on fact-based analysis.
• Commercial Thinking – practically applies technical/functional expertise and challenges the status quo in contributing to business success.
• Risk Adverse – identifies compliance risks and acts to minimize such risks
• Delivering Results – drives and delivers performance against set goals.
• Adapting to Change – seeks opportunities to transform the business by adapting to change in a positive and responsive manner.
• Formulating Concepts – demonstrates short to medium term visioning and develops a plan to achieve the vision.
• Exercising initiative and/or judgement - appreciation of the necessity to exercise limited initiative and/or judgement within clearly established procedures and/or guidelines to find positive solutions in response to identified needs.
• Approachable – willingly engages with employees to resolve their queries in a concise, accurate and timely manner.