Client Care Manager

6 months ago

Adelaide Region SA, Australia UnitingSA Full time

At UnitingSA, we’re all about respect, compassion and justice, and empowering South Australians to overcome life’s challenges. Established in 1919, today our team of more than 1,000 employees and volunteers deliver critical housing, aged care and community services to more than 12,000 South Australians in need every year.

**Role Overview**:
This is an exciting opportunity to join UnitingSA’s team as the Client Care Manager.

**Key Responsibilities**
- Responsible for providing oversight and direction of the day-to-day operational management of the Allocations, Care Coordination and Support Worker Teams through the Team Leaders.
- Ensure that the team is operating with efficient workflows, rostering/ scheduling, capacity management and utilisation of Support Workers to ensure workforce optimisation and is responsive to client need.
- Leads the development of operational systems and processes, with the lens of continuous improvement.
- Establish an operating rhythm (meeting and communication channels) which enables the flow of information amongst team members that is appropriate and relevant to their role.
- Provide guidance and support to the Team Leaders with regard to team performance reviews and management processes where required.
- Establish, review and improve expected levels of service delivery around our four care goals: Personal, connected, safe and effective.
- Work collaboratively within a multi-disciplinary team to ensure that our clients’ needs are met and service delivery is provided in a connected manner.

**Skills & Experience**:

- Demonstrated prior experience working in a Leadership role overseeing Client Care and delivery of associated services within the Aged Care and/or Home Care sector.
- Demonstrated prior experience in effectively leading and delivering change management initiatives (ie. Process change, system or operational / service level change).
- Prior experience in setting, analysing and delivering program level performance metrics and working within financial targets.
- Demonstrated experience in coaching and developing a team to deliver a consistently great client experience, including prior experience in constructive management of underperformance.
- Knowledge and experience of budget processes and financial management.
- Prior experience working in an activity based and billable hours environment is highly desirable.
- Strong ability to engage with clients, families, employees, and other stakeholders in a highly collaborative and constructive manner, including the ability to effectively resolve escalated complaints.
- Comprehensive knowledge of best practice in the delivery of services under the Aged Care Quality Standards and Commonwealth subsidised programs.
- Strong understanding and experience in identifying and managing risk within a Community Aged Care environment.

In return, you will work in a passionate and motivated organisation where you can see firsthand the positive difference you make in the lives of our community’s most vulnerable. We believe in developing and investing in our team and providing work/life balance through flexible work arrangements.

**What we offer**:

- Salary packaging (which can add up to $15,900 in tax-free pay per year)
- A competitive salary in accordance with experience
- A strong commitment to your professional and personal development
- A comprehensive Employee Assistance Program
- Other perks, including discounted health insurance

Our employment screenings include the following dependent on the requirements of the role - DHS Working with Children Check, DHS NDIS Worker Screening Check, National Police Clearance and employment reference checks to ensure that we are recruiting the right people.

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