AddressThe Services Manager role is a senior team member role that aims to achieve Value Care’s goals focused on Care and Service quality, implementing client centred approaches and ensuring legislative compliances with respect to the NDIS and the disability sector practices.
The Services Manager is responsible for leading Value Care’s care teams to ensure effective service delivery, coordination & improvement of services and quality of care. This includes overseeing on-ground care services and facility-operations in all matters relating to standards of care, legislative requirements, staffing, business operations, service delivery quality and client safety.
This role is also responsible for providing strategic advice to the Services Director and the Value Care’s leadership team on commissioning new services, meeting internal audit & compliance requirements and building cross-functional and external stakeholder relationships, in order to improve and deliver better services and care to Value Care’s clients.
Service Delivery:
- Ensure person-centred outcomes for participants and their families and role model to all team members how outcomes can be optimized
- Oversee the maintenance of completed and accurate customer documentation/files, including health care records, financial ledgers, budgets,
- Conduct service delivery audits, participant file audits, audits on accurate customer information and plan data, that it is recorded correctly in Visual Care software
- Actively lead/represent or participate in restrictive practice authorizations and reviews (where required)
- Ensure a services framework is used to provide supports which deliver participant outcomes
- Recommend and implement changes in participants protocols that better support participants outcomes
- Identify opportunities for Supported Independent Living participants to have flexible supports provided by Value Care
- Respond promptly to participants complaints and or queries
- Ensure quality of service delivery, care standards and practicing NDIS protocols and principles
- Lead service meetings on a regular basis
- Ensure SDA and SIL homes are maintained in accordance with tenancy agreements
- Oversee team ensuring plans are being implemented, reviewed and participant outcomes are being achieved
- Advocate and Lobby for changes to policy and standard to state and national bodies if required. Write briefings or responses to NDIS or Aged Care queries
- Ensure appropriate and sustainable use of Value Care’s resources.
Management:
- Lead and Manage teams to achieve service and organizational goals
- Develop a high-performance culture, committed to quality and outstanding customer service
- Coach Team Leaders, DSWs and other reports to demonstrate good care practices, working closing with other program managers and other practice managers
- Recruit and select competent staff with an appropriate level of disability services knowledge and the skills to engage with customers
- Ensure all new staff complete induction and on boarding requirements and all staff undertake mandatory training
- Ensure Support and Development conversations occur regularly
- Utilize other managers, in consultation with the GM, to support induction, on boarding and training of staff and to improve quality of services
- Support training, learning and development opportunities for staff where staff are scheduled to undertake training support including their release from the roster/shift
- Ensure rosters meet rostering guidelines and staff preferences are communicated across relevant teams
- Ensure risk assessment, mitigation and quality improvement practices are implemented
- Respond to any incidents in a timely way; follow up issues and update critical incident log with comprehensive information
- Manage critical incidents and resolve/report any breaches of the Disability Standards and other relevant legislative requirements to Value Care and relevant agencies
- Ensure adherence to organization’s policies and procedures and all relevant government legislation and standards
- Undertake WH&S audits and ensure the health, safety and wellbeing of self and others
Legal and Regulatory:
- Maintain accreditation and certification standards for NDIS services and comply with all statutory and regulatory obligations including industrial and employment law.
- Workplace safety requirements, privacy obligations.
Human Resources:
- Recruitment, development and management of NDIS staff to ensure high performance and continuing professional improvement
- Leadership and management including team building, delegation of tasks and conflict resolution.
Reporting/ Accountability Responsibilities:
- Complete Value Care NDIS and Service orientation
- Abide by Value Care and NDIS policies and procedures
- Develop and maintain NDIS service policies and procedures
- Maintain accurate and up-to- date files and Service records
- Meet Information management system and other data entry requirements of the Service
- Ensure that your line report is provided with the necessary information, reports and advice to fulfil reporting responsibilities
- Perform any necessary tasks as directed by your line report, that relates to the position
- Attend and actively contribute to supervision with your line manager and clinical and cultural supervision.
Participation in Meetings:
- Attend and participate in Case Conferences, Case Reviews, and other meetings concerning the placements
- Coordinate and attend team meetings as scheduled
- Participate in staff development sessions
- Participate in other Region (or national) meetings and events
- Attend training opportunities identified as relevant to this position
- Attend interagency meetings as appropriate
- Attend management meetings and proactively offer relevant information and ideas, and disseminate information to teams.
Planning:
- Determining annual goals of the NDIS in consultation with CEO, Regional Directors, prepare service budgets and plans accordingly
Work Health & Safety:
- Must identify and comply with relevant State or Territory Laws including the Commonwealth or State/Territory legislationon:
- WHS, workplace harassment; victimization and bullying; anti- discrimination, including racial vilification; disability discrimination
- Identify hazards and report them to the responsible team members
- Attend and abide by safety information, training and direction from management and/or WHS nominated representatives
- Attend and participate in monthly external supervision.
Confidentiality:
- Ensure all confidential and sensitive information related to your employment or other employees, known to you, are kept absolutely confidential
