Service Delivery Officer

As the Service Delivery Officer, you will provide excellence in client service while achieving improved support services to clients in the community, including the vulnerable and children. Working closely with the line manager, you will lead, motivate and coach the frontline support team to deliver superior support service and achieve client excellence targets. As the Service Delivery Officer, you will relish the opportunity to enhance support team performance, meet client expectations and satisfaction, achieve quality and compliance requirements and effectively manage and develop the support team.

Role Responsibilities

. Engage with and establishing partnerships with a broad range of internal and external stakeholders and service providers to achieve quality support delivery outcomes;
• Ensure all service delivery to clients have a current service agreement in place
• Maintain ongoing relationship/contact with participant aimed at ensuring the support requirements are met
• Ensure all reports i.e., progress notes, shift notes and/or incident reports are submitted in a timely manner.
• Direct activities of support workers at each participant, including supported independent living residence;
• Review daily shift notes and action where necessary
• Ensure support hours provided to participants align with contractual agreements. Where changes are required, ensure this is accurately
documented and stored in relevant storage folder
• Ensure all contractual/service agreements are well documented and secured for efficient access, data integrity and security in electronic and hard copy filing system
• Check to ensure that appropriate changes were made to resolve any concerns raised by participants
• Refer unresolved participant grievances to designated staff for further investigation;
• Participate as a member of an extended service team in line with organisational values;
. The ability to work autonomously with competing priorities, whilst remaining level-headed and efficient
. Identify areas for improvement and design and implement systems and processes that enhance the efficiency of the Service delivery and the various teams.
• Manage own workload, ensuring that timeframes are strictly adhered to and KPI’s are achieved as set by Management;
• Other tasks as assigned by the Team Leader / Manager
• Undertake a range of record and information management tasks including maintenance of case records, preparation or reports, performance reporting and data entry to ensure casework and accountability.
• Ensure that service delivery is based on contemporary, evidence based best practice principles and is consistent with current practice trends and Abilifly’s objectives.
• Supporting and helping maintain a workplace safety culture by ensuring that all policies and practices concerning Workplace Health and Safety are applied and a part of day-to-day operations.
• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
• Identify participant needs and oversee support delivery within the business context.

Requirements

• Self-motivated with a demonstrated enthusiastic approach to day-to-day business operations;
• Highly detail oriented, ensuring accurate inputting of information;
• Strong organisational skills and time management skills;
• Excellent communication skills and an approachable demeanour;
• Positive approach to a continual changing work environment;

Qualifications

• Qualification (Associate degree or higher) or demonstrated commitment to ongoing professional development and/or relevant experience.
• Current Blue Card issued by the Commission for Children and Young People & Adult Guardian (or ability to apply for one)
• Current Yellow Card Exemption issued by the Criminal History Screening Unit at the Department of Communities – Disability Services (or ability to apply for one)

Please include your resume and cover letter detailing how your experience, abilities, knowledge and personal qualities are relevant to the role to hr@abilifly.com.au.
For further information regarding this role please contact Deb Bugiera on 0404 614 888