Summary:
Total Support Services is a nationally registered and certified organisation supporting people with disability and those who are ageing. Total Support Services has offices in South Australia, Tasmania and Queensland and we are registered for all service delivery line items in the NDIS price guide.
As a family-owned business, we like to extend this feeling of belonging to our staff and clients. Which means we work together to succeed together. We have seen massive growth in the past years, and we invite you to be part of it.
We are seeking an experienced and motivated Service Delivery Manager to join our growing team in Queensland. This role is responsible for overseeing their delivery of high-quality support services to clients while leading and supporting a team of support workers.
The Service Delivery Manager will also manage client intake, service coordination, and rostering, ensuring services are delivered efficiently and in accordance with organisational standards and NDIS requirements. To excel in this role, you should bring:
Your Purpose
- Provide full oversight of the delivery of all direct service delivery.
- Oversee rosters to ensure all shifts are covered and clients are supported.
- To ensure systems, policies and procedures are implemented and adhered to.
- To ensure Staff and Support Workers are recruited with relevant training and skills to meet the needs of clients.
- Maintain a high standard of confidentiality regarding service provision to clients and operations of Total Support Services.
- Ensure NDIS reporting is completed as per the requirements.
Key Responsibilities
- Oversee day-to-day service delivery operations across Queensland.
- Manage and support a team of support workers to ensure high quality service delivery is being provided to Total Support Services clients.
- Ensure Risk Assessments are undertaken for both clients and properties and strategies for minimizing risk are implemented.
- Ensure all client documentation is developed, reviewed, and updated as per schedule including Service Agreements, Support Plans, Medication Charts and Tenancy Agreements.
- Oversee the allocation of services to clients ensuring their individual choices and needs are being met.
- Oversee intake to ensure all documentation is complete as per policies and procedures and service delivery commences within two weeks.
- Develop and manage staff rosters to ensure appropriate coverage and continuity of care.
- In conjunction with the Directors develop and implement policies and procedures and ensuring all staff are aware and working in line with them.
- Oversee training to ensure it is meeting the requirements of clients.
- In conjunction with the Directors assist to recruit office staff to meet the needs of clients and operations of Total Support Services.
- Undertake annual performance reviews for direct reports.
- Ensure all performance reviews are undertaken as per policies and procedures and schedules.
- Conduct and attend team meetings when required.
- Maintain open communication with Support Workers informing them about changes to shifts and within the organization.
- Build strong relationships with clients, families, and stakeholders.
Key Performance Indicators
- Service delivery meets the NDIS and clinical practice standards.
- All direct reports are meeting their KPI’s.
- Wait times for services do not exceed benchmark of within two weeks.
- All support plans, risk assessments and performance reviews are undertaken as scheduled.
Mandatory Selection Criteria
- Current unrestricted QLD Car driver’s licence.
- NDIS worker and child-related screening.
- High level recent experience in management of a multidisciplinary team with proven ability to develop and maintain a competent and cohesive clinical team incorporating different disciplines and professional groups, supporting staff with varied levels of experience and seniority, managing performance, supporting professional development, and understanding the current issues facing the disability sector.
- Well-developed interpersonal, communication, consultation, and negotiation skills with a demonstrated ability to develop and refine strategic relations both within and external to the organization.
- Demonstrated experience in project management, including, planning, implementation, and evaluation activities, including the ability to develop and maintain effective relationships with Senior Management to provide advice and recommendations across a large and complex organization.
