Care Co-ordinator

NOTE: This job can no longer be applied for.

Description

Purpose of Position: Nominated Care Manager / Franchise Owner. Recruitment and training of carers, scheduling and monitoring operational performance in accordance with an established plan of care in accordance with Right at Home policies and procedures and all other laws and relevant professional standards. The Care Co-ordinator will coordinate all allocated Client/Participant related activities within the Right At Home service ensuring that a high quality of consumer directed care is delivered to all Client/Participant s within the statutory requirements. Co-ordinator is a ‘mission critical’ responsibility for the delivery of care to the company’s Client/Participant s. This includes the recruitment, training and quality control of carers and the related systems and processes. In addition to Care Coordination this role will manage inside sales enquiries and develop relationships with Client/Participant s and their families.

Client/Participant Focus

1. Dealing with a range of disabled, seniors and vulnerable customers and their families on a daily basis, this role will handle anything from information requests, feedback, general enquiries to complaints.
2. Serves as a liaison between referral sources, families, carers, and administrative staff members in the absence of a Care Manager.
3. Ensure all Client/Participant contact is managed in an empathetic, friendly, interested and patient manner to quickly build rapport, trust and confidence in Right at Home to ensure a positive and professional Client/Participant experience every time.
4. Use a variety of superior interpersonal communication skills to deliver genuinely respectful Client/Participant engagement including active listening, gaining all customer details, information gathering, problem analysis and solving, persuasiveness, and negotiation.
5. Provides Client/Participant and family education on the nature of services that are available and the effect and benefit of the care plan.
6. Performs the duties of a carer as needed.
7. Monitors the quality of Client/Participant care.
8. Engages in studies and investigations related to improving personal and nursing care.
9. Approves the supply of medical devices and aids as required by Client/Participant in line with RAHA policies and procedures. Negotiates with approved suppliers.

Administrative Functions

1. Interprets health, aged and disability care policies and regulations for carer and nursing staff and employees.
2. Ensures compliance with local, state, and federal regulatory agencies related to aged and disability care services.
3. Implements and maintains all relevant operating systems including VisualCare, policies & procedures & service conditions for caregivers, nurses & other care professionals.
4. Manages the recruitment, training & retention of the Care Team.
5. Ensures Caregiver Management meets “best practice” standards including encouraging on-going professional development of the Care Team.
6. Serves as a liaison with the accounts department, ensuring proper billing in line with the care plan.
7. Compliance with OH&S regulations.

Business Functions

1. Manage Client/Participant services enquiries and following the Right at Home inside sales process. Enter inside sales enquiries into the CRM system VisualCare.
2. Assist management with establishing & implementing an appropriate model of In-home Care.
3. Assist management with business development opportunities across a range of referral sources.
4. Represent the Company at conferences, health fairs and other community service functions, and participates in civic and/or community committees as requested.
5. Actively network with relevant industry bodies & professional contacts.
6. Assist the business to achieve desired quality, safety & commercial outcomes.
7. Use efficient and cost-effective approaches to integrate technology into the workplace and improve care processes.
8. Support and implement organisational technology changes.
9. Commit to a focus on continuous improvement of care processes and procedures.
10. Ensure opportunities and requests for new products and/or service are identified, recorded, and reported to assist in future business development and planning.
11. Actively participate in the design and implementation of new services in line with the requirements of each program and the Right at Home business development plans.
12. Achieve organisational and operational quality indicators and results-oriented performance measures as determined.
13. Maintain excellent currency of skills and knowledge relevant to the Health, Disability and Aged Care sectors.

Documentation

1. Ensure all documentation is accurately and comprehensively completed ‘as you go' in Right at Home databases and software programs in accordance with organisation policies and procedures and legislative frameworks.
2. Maintain contemporaneous records and documentation in accordance with quality standards frameworks and organisational policies and procedures.
3. Complete reports as required and contribute to ensuring a cycle of continuous improvement is embedded in the way services are provided.

Leadership

1. Undertake all duties within existing qualifications, scope of practice, skills, knowledge, and experience identifying areas for personal development and improvement.
2. Participate and contribute to the planning processes, policy and procedure development relating to area of responsibility.
3. Participate in ensuring exemplary quality processes are adhered to and maintained, and ideas and innovations are encouraged and explored.
4. Build a ‘team approach’ to care delivery whereby all team members feel valued, engaged and part of the decision making process.
5. Lead by example as a mentor and team leader providing peer support to fellow team members regardless of their role.
6. Promote a spirit of ‘everyone matters' in an environment of collegiality and working together.
7. Attend meetings, professional development and consultation forums as required.
8. Ensure daily workload management and timeframes are proactively managed to ensure optimum effectiveness and productivity.

Culture

1. Promote and develop a culture of thought leadership and teamwork that reflects the values and care principles of Right at Home.
2. Ensure all staff feel they are a valued and important contributor to the team (Everyone Matters).
3. Promote and commit to a continuous journey of personal growth of all staff and Client/Participant s (Life Long Learning).
4. Create an environment of ensuring laughter and purpose for both Client/Participant s and staff (Positive Energy, Fun and excitement).
5. Strive to always do the best we can (Service Excellence).
6. Think outside the square to inspire new ideas (Innovative Thinking).
7. Embrace change; meet challenges with courage and fortitude (Be fearless, be brave).
8. Commitment and accountability to the professional and ethical standards of behaviour, individually and within the team (Absolute Integrity).
9. Undertake projects as requested (Yes, we can).

Educational Qualifications

1. Certificate III in Aged Care / Individual Support / Community Care (or higher qualification in relevant discipline) - Required.
2. Relevant tertiary qualification (Aged Care, Management) – Desirable.
3. Certificate in a specific aged care related discipline (Dementia care) - Desirable.

Experience

1. Knowledge of the aged care industry/issues or Community In-Home Care, Continuous Quality Improvement, the Aged Care Principles and the Community Care Common Standards – Essential.
2. Previous experience in Aged Care or related discipline – Desirable.

Skills, Knowledge, and Abilities

1. Establish and maintain effective communication and harmonious working relationships.
2. Update knowledge and skills by pursuing continuing professional development.
3. Time management and organisational skills.
4. Ability to develop/implement and evaluate organizational and Client/Participant focused documentation and systems.
5. Analytical and report writing skills.
6. Ability to create and promote a positive and supportive culture where all staff are valued.
7. Ability to manage, direct and supervise staff, coordinating and assessing work activities.
8. Problem solving, negotiation and conflict resolution skills.
9. Computer literacy.

Key Selection Criteria

1. Appropriate qualifications and a demonstrated commitment to the Aged Care Sector and the Home and community care environment.
2. Australian Federal Police Clearance Certificate.
3. Driver’s License and comprehensively insured dependable private vehicle.
4. Proven ability to assess, plan, implement and evaluate care and services for Client/Participant ’s in the In-Home Community Care environment.
5. Knowledge of the Aged Care & Community Care Sector, Continuous Quality Improvement, Legislation, Community Care Common Standards, and Community Care Charter of Rights and Responsibilities.
6. Demonstrated ability to lead and actively contribute to organisational goals.
7. Demonstrated excellence in interpersonal/communication skills (written and oral), and an ability to lead and motivate the Care Team in the achievement of organizational goals.
8. Demonstrated understanding of the roles and relationships between the Registered Nurse, Enrolled Nurse, Personal Care Assistance, and Companion Care Workers.
9. Demonstrated ability to assist in the provision of holistic Client/Participant centred care using a systematic approach.
10. Demonstrated ability to communicate effectively with Client/Participant s/ significant others and other members of the Care Team.
11. Demonstrated ability to maintain and promote the safety of Client/Participant s, self and others, including a knowledge of emergency procedures and Work Health and Safety.
12. Demonstrated knowledge of the Legislation applicable to the Role of the Enrolled and Registered Nurse in the Aged Care.

In-Service Training

Participates in mandatory education and ongoing In-Service training (This requirement need not be met exclusively through Right at Home sponsored in-services programs.)

Working Conditions/Environment

Primarily works in Client/Participant ’s place of residence, travel required. Shift or visit times and days vary with Client/Participant needs.

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