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Client Services Manager

4 months ago

Newcastle, Australia Just Better Care Full time

**About us**:
Across Australia Just Better Care provides in-home aged care and disability support services, supporting people to live independently. For over 15 years, we have been supporting older people, and people living with disability, to live independently in their own homes and stay connected to their local community.

Our friendly, compassionate and experienced team makes this possible.

The Client Services Manager is the primary Client-facing role representing Just Better Care. This role acts as a brand ambassador for the business, and provides leadership and management of the overall client experience.

You will directly engage with Clients to assess, plan, monitor and evaluate their needs for service within the permitted scope / budget of the Client’s funding package or private means, assisting Clients to maintain their own independence and live comfortably within their own home.

Building a professional and compassionate relationship with your Clients, and your advocacy for their care needs, is at the core of this role, ensuring that care delivery is person-centred and enablement-focused.

***:
**Duties and responsibilities include**:

- Conduct intake and review assessments at Client’s residence, encouraging carers and families to participate in the planning process; incorporating reports from Allied Health professionals and feedback from care staff
- In partnership with Registered Nurse (clinical), develop suitable individualised support plans, using a person-centred, strengths-based practice framework, that comply with funding requirements
- Negotiate and conclude service agreements with all Clients
- Manage Administrator to: prepare and maintain Client documentation to meet legal requirements, policies and procedures; prepare reports and analysis; process procurement of equipment and 3rd-party services for Clients
- Liaise with Coordinator to ensure that quality and culturally-appropriate service delivery is implemented in a timely manner; monitor Client feedback on staff suitability
- Advise HR on current and projected staffing needs, for workforce planning / recruitment pipeline
- Act as Subject Matter Expert for Home Care Package program, Aged Care Quality standards and legislative requirements, Commonwealth Home Support services and NDIS standards; prepare Service Management Business Health Check; manage related external relationships, including non-clinical liaison and reporting for Just Better Care Australia, Aged Care Commission and NDIS

**About you**:

- Caring, compassionate and friendly
- Excellent interpersonal, problem solving, and conflict management skills
- Ability to work as part of a team and maintain good working relationships

**What you will need**:

- Demonstrate a professional, confident approach to understanding Clients’ needs and ensuring positive outcomes
- Proven experience in negotiating and marketing services to Clients and carers
- Current working knowledge of Home Care Package program and NDIS plan requirements, restrictions and guidelines
- Previous employment experience in community care or disability/aged care or community services sector
- Experience reviewing financial information including performance to budget
- Experience in staff supervision and development
- Current Australian Drivers Licence and reliable, registered and insured vehicle
- Current First Aid certificate / CPR / NDIS Worker Screening Clearance / Criminal Record Check / Working with Children Check / Proof of Working Rights in Australia

**Desirable**:

- Previous experience in a Client-facing sales role
- Previous experience in a Case Management role
- Knowledge of Aged Care Quality standards, Commonwealth Home Support services, Aged Care and Home Care legislation
- Knowledge of the range of other community services available that can assist Clients and their families
- Qualification in Business, Community Services, Health or Social Work
- Proof of COVID-19 Vaccination

**Next steps**:
**Possible starts with you