Summary:
Total Support Services is a fast-growing company and due to the high demand for services we are increasing our Service Delivery Team.
As a highly organised and detail-oriented Service Delivery Coordinator you will be responsible for ensuring the timely and efficient delivery of services to our clients.
Your Purpose
• Oversee rosters to ensure all shifts are covered and clients are supported.
• Work over a seven-day roster ensuring after hours is attended to
• Ensure rosters meet the needs of clients.
• Maintain records of roster requests and permanent changes.
• Maintain regular communication with clients and support workers.
• Ensure all client documentation is completed and reviewed.
Key Responsibilities
Rostering
- Work over a seven-day roster, ensuring the after-hours telephone is answered and issues are addressed. Referring emergency situations to the Management team
- Cover all vacant shifts to ensure client’s needs are being met
- Ensure rosters are set, published, and distributed in line with client’s choices and requests.
- Approve timesheets and read shift notes daily.
- In conjunction with the Service Delivery Manager /or delegate, assist with work force planning and developing targeted recruitment to meet client’s needs
- Organise meet and greets and follow up on the with both client and worker on outcome
- In conjunction with the Accommodation and Respite Managers, ensure respite services are rostered to meet the client’s needs.
- Undertake Support Workers performance reviews and provide supervision as policy and procedures.
- Give Support Workers feedback as per policy and procedures.
- Conduct and attend team meetings when required
- Maintain open communication with Support Workers informing them about changes to shifts and within the organisation.
Client Engagement
- Work with an active support approach to developing and meeting client’s goals and aspirations.
- Communicate with clients verbally and written.
- Maintain file notes of interaction with clients.
- Review case notes daily and follow up with any issues identified.
Maintain client documentation including:
- Ensure support plans are documented within three months of commencement of services.
- Ensure support plans are reviewed annually.
- Risk assessment reviewed annually.
- Medication charts are in place, and support workers are administering. medication in line with policies and procedures.
- Work with clients to provide feedback on service delivery.
- Direct/report case notes of concern to the Service Delivery Manager.
- Immediately reports any incidents or matters of concern to Service Delivery Manager and complete an incident report as per Policy and Procedure
Qualifications and Experience
- A degree in relevant disability and / or 3+ years’ experience in the disability sector.
- Current driver’s licence.
- NDIS Worker Screening Check.
- Working with Children check
- High Level computer skills.
- A demonstrated understanding and commitment to inclusion principals.
- Knowledge of, or the ability to rapidly acquire, support worker rosters, support planning and legislation requirements.
- Experience in supervising staff and coordinating a community service.
- High level of effective communication with stakeholders
Responsibilities:
- Coordinate the delivery of social care services to clients in accordance with organisational policies and procedures.
- Act as the primary point of contact for clients, families, and service providers, ensuring effective communication and support.
- Monitor service delivery to ensure compliance with regulatory requirements and quality standards.
- Assist in the development and implementation of service plans tailored to individual client needs.
- Conduct regular assessments and reviews of client services to ensure ongoing suitability and effectiveness.
- Collaborate with multidisciplinary teams to enhance service delivery and client outcomes.
- Maintain accurate records and documentation related to service delivery and client interactions.
- Participate in training and professional development opportunities to enhance service delivery skills.
Qualifications:
- A relevant qualification in social care, health, or a related field is preferred.
- Experience in a similar role or internship within the social care sector is advantageous.
- Strong organisational and time management skills.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively within a team and independently.
- Proficient in using computer systems and software for documentation and reporting.
- A commitment to continuous professional development and improvement in service delivery.
