Job Description

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 organized 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 report 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