Service Delivery Manager

About the Role

The primary objectives of the Service Delivery Manager include – staff management, mentoring, developing staff skills in the delivery of a person-centered approach, as well as ensuring compliance within the NDIS framework. The role ensures that TAUS delivers services that meet individual goals of the client, enabling increased independence and identity in the community. The role has face-to-face time with clients, families and employees, as well as strategic requirements such as ensuring that quality standards are met. This role is responsible for resolving and responding to organizational/ client needs both strategically and immediately as they occur. The role will build rapport with clients and families through excellent customer service.

Responsibilities

• Manage the delivery of services to our clients, ensuring that they are delivered on time, within budget, and to the required quality standards.
• Develop and maintain strong relationships with our clients, acting as their primary point of contact for all service-related matters.
• Work closely with internal teams to ensure that Service Delivery processes & systems are optimized and that service levels are met or exceeded.
• Identify areas for improvement in Service Delivery processes and work with internal teams to implement changes.
• Monitor and manage staff performance, including conducting regular performance reviews and mentoring.
• Manage external vendors and service providers, ensuring that they deliver services in accordance with our requirements and standards.
• Monitor Service Delivery performance metrics and report on performance to senior management and clients.
• Ensure that all Service Delivery documentation is up-to-date and accurate.
• Directly execute support coordination services for clients consciously eliminating conflict of interest.

Qualifications

• Tertiary qualifications, in social work, psychology or disability related field.
• Demonstrated experience in the development and delivery of programs for people with an intellectual and developmental disability including from a CALD background.
• Knowledge and understanding of disability sector funding and new innovation funding including NDIS.
• Demonstrated management leadership capacity, including staff supervision and performance management.
• Knowledge of employment law practices and how this effects day to day supervision.
• Demonstrated superior skills in mediation and negotiation, collaboration and consultation with key stakeholders.
• High-level knowledge and understanding of the policy, procedures and standards pertaining to the provision of disability services.

What We Offer

• $82k + Superannuation
• EAP Service
• Underwood Office Location
• Ongoing training and development
• Laptop and travel allowances