Operations Team Lead

3 weeks ago

Eight Mile Plains, Queensland, Australia Cocoon Group Services Full time

Cocoon Group Services is seeking an experienced Service Manager to join our team in Queensland.

The estimated annual salary for this role is $85,000 - $110,000 AUD, depending on experience.

About the Role:

This leadership position is responsible for overseeing the operational teams, ensuring services meet customer needs and deliver quality outcomes. As a Service Manager, you will handle client queries, develop strategies for service improvement, lead and educate staff, and maintain relationships with stakeholders.

Main Responsibilities:

  • Client Intake and Assessment & Support:
    • Provide hands-on support to participants, facilitate intake and assessment of new clients, negotiate funding arrangements, and ensure adequate information is gathered.
    • Develop support plans, documenting procedures, communicating objectives and strategies, and ensuring strength-based approaches.
  • Staff Management:
    • Coordinate, guide, support, and performance manage individual staff members, students, and volunteers by providing a positive work environment and adhering to objectives.
    • Adequate rostering as per client needs, committing to positive behaviour support strategies, and ensuring staff performance aligns with organisational objectives.
    • Providing on-the-job training, ongoing supervision, and support, conducting staff performance appraisals, and identifying support requirements.
  • Data and Records Management:
    • Comply with legislative and administrative requirements in creating, handling, and reporting information, adhering to confidentiality and records management policies.
    • Ensuring accuracy and up-to-date information, providing reports as requested, maintaining statistical information, and logging support workers daily.
About You:

We are looking for someone with:

  • STA, MTA, and SIL experience
  • Service management experience
  • At least 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
  • NDIS Compliance experience
What's in It for You?

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

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