Scheduling Officer

We are currently recruiting a Home Care Scheduling Officer for our South Launceston office in Tasmania.

Role Description

The Scheduling Officer is responsible for the proficient and timely allocation of a team of Home Care Assistants to deliver client care and support in alignment with clients’ needs and preferences and a range of program requirements within the home care setting. The role is also responsible for maintaining timely communication with clients, families and field staff about changes to rosters and/or allocated staff.

The Scheduling Officer is an important role within the Home Care team that enables the service to deliver care and supports to clients ensuring compliance with the Aged Care Quality Standards, industrial relations legislation and client service agreements.

Key Duties and Responsibilities

- Serve as the primary point of contact for all rostering enquiries and duties

- Coordinate all rostering requests ensuring they are completed accurately and in a timely manner to reflect client requests, within scope of role

- Update and maintain roster changes to ensure accuracy

- Emphasis on maintaining a roster with over 90% permanent staff, optimising employee utilisation based on their availability and capacity

- Manage and prioritise workload in constantly changing high volume environment to meet client requests, employee and business needs

- Meet deadlines whilst maintaining attention to detail and accuracy including a strong focus on quality of work

- Ensure permanent rosters are published at minimum 2 weeks in advance

- Effective management of non-billable hours including but not limited to kilometres, overtime, and training

- Ensure that new Respect Home Care client services and schedules are established within agreed-upon service level agreements

- Work efficiently and effectively both autonomously and as part of the team

- Update roster database with Home Care Assistant availability, client preferences, leave requests and other relevant information

- Monitor hours worked by Home Care Assistants to ensure they are working within the scope of industrial relations obligations across Enterprise Agreements and/or relevant employment awards

- Provide ad hoc high standard administration support to staff teams as required

- Demonstrate a friendly, caring and genuine support for the client

- Prioritise client needs, preferences and goals in service delivery to ensure minimal cancellations of services

- Demonstrate a high level of customer service to clients, general public and staff in a prompt, professional and effective manner

- Communicate sensitively, openly and effectively with clients, their families/carers and/or advocates, substitute decision makers and other staff including providing prompt, courteous and relevant responses to all enquiries including internal and external requests

- Understand cultural and linguistic differences that may present barriers to CALD clients accessing and receiving appropriate support

- Escalate all client related issues to the relevant manager

- Maintain excellent time management and complete allocated tasks with accuracy, in an efficient and effective manner

- Liaise with internal and external stakeholders’ staff in a positive and professional manner and promote Respect positively

- Actively participate in regular supervision with your designated manager

- Provide data entry and maintain accurate, up to date records in relevant systems

- Participate in systems improvement and planning

Key Duties and Responsibilities - Duty of Care

- Adhering to policies, procedures, and professional standards, including the Aged Care Quality Standards the Aged Care Quality Code of Conduct and Standards, the Home Care Packages Program

- Act, report, and document hazards, incidents or SIRS as per Respect Incident Management policies and procedures and Home Care Package Guidelines

- Advocate for the rights and well-being of clients, ensuring that their dignity of risks is managed appropriately

- Ensure client experience and satisfaction, focused on prompt complaint resolution, open disclosure and minimise voluntary client churn

- Contribute to continuous improvement initiatives and safety culture, facilitate and participate in client conferences

- Ensure timely management of finalising schedule inputs into timekeeping as per fortnightly payroll cycle

- Other duties as required

Key Duties & Responsibilities - Professional Development

- Undertake continued skills and professional development activities

- Is open to and responds to feedback in a constructive manner

- Participates in the performance review process as required

- Attends all meetings and training as required

- Develops and maintains knowledge of home care industry developments, issues, standards, and services

Qualifications & Experience

Essential:

- Demonstrated expertise in scheduling and workforce planning, ensuring the development of effective schedules that account for employee availability and organisational compliance

- Excellent organisation and prioritisation skills with the ability to work calmly and accurately under pressure

- Strong communication skills with the ability to actively listen, negotiate and develop trust

- Highly resilient under pressure and the ability to apply logic and reasoning

- Proven ability to work independently, make sound judgements, and prioritise tasks in a fast-paced environment

- Demonstrated understanding of risk management protocols, covering hazard identification and incident management

- Proficient computer and information management skills

- Current National Police Certificate (or ability to acquire)

Desirable:

- Certificate III in Business Administration (or similar) or equivalent experience in the workforce

- Experience working in rostering services in a large multifaceted organisationSound knowledge of Home Care and/or Aged Care industry including exposure to the Aged Care Quality Code of Conduct, Aged Care Standards & accreditation process

- Demonstrated understanding of continuous improvement principles or willingness to develop these skills

Mission, Vision and Values

- Mission: To care for the elderly in our communities in an environment of respect, value and belonging.

- Vision: A world where the elderly feel respected, valued and enjoy a quality of life.

- Values: Respect: Treat all people with fairness and dignity. Care: Look after and protect the elderly, and each other. Teamwork: Encourage, cooperate and build trust. Courage: Do the right thing, even when it’s difficult. Integrity: Be open, honest and trustworthy. Innovation: Think differently to solve problems. Excellence: Drive quality to continuously improve.

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