Service Delivery Manager

1 day ago


Eight Mile Plains, Queensland, Australia Cocoon Group Services Full time
Job Title: Service Manager

We are seeking a highly skilled and experienced Service Manager to lead our operational teams and ensure that our services reflect the needs of our customers and deliver high-quality outcomes.

About the Role

The Service Manager will be responsible for:

  • Leading operational teams to ensure services meet customer needs and deliver agreed quality outcomes
  • Handling and resolving client queries
  • Developing strategies for the improvement of service delivery
  • Leading and educating client services staff
  • Maintaining business relationships with stakeholders
  • Managing staff and data/records
  • Ensuring the health and well-being of staff and participants
Key Responsibilities

The Service Manager will be responsible for:

  • Client Intake and Assessment & Support:
    • Providing rostered hands-on supports with participants
    • Facilitating the intake and assessment of new clients
    • Negotiating funding and service arrangements
    • Developing support plans for each individual
    • Ensuring strength-based approaches and least restrictive practices
  • Staff Management:
    • Ensuring the coordination, guidance, support, and performance management of staff members
    • Adequate staff rostering as per client needs
    • Committing to positive behaviour support strategies
    • Ensuring staff performance is in line with organisational objectives
  • Data and Records Management:
    • Complying with legislative and administrative requirements
    • Ensuring accurate and up-to-date information and data
    • Providing reports as requested
Requirements

To be successful in this role, you will need:

  • STA, MTA, and SIL experience
  • Service management experience
  • Minimum 3 years NDIS Service Delivery experience
  • In-home and Community Participation coordination experience
  • Excellent rostering and time management skills
  • Essential stakeholder relationships and communication skills
  • Experience in ROC, Restrictive Practice, and high medical needs
  • Experience in NDIS Compliance
What We Offer

We offer a competitive remuneration package with a performance-driven bonus and flexible work arrangements. You will have the opportunity to work with a growing organisation with lots of internal opportunities for promotion and job stability with the chance to make a real impact.



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