Service Delivery Operations Manager

1 week ago

Eight Mile Plains, Queensland, Australia Cocoon Group Services Full time
Job Description:

We are seeking a highly skilled Service Delivery Operations Manager to lead our operational teams in ensuring services reflect customer needs and deliver agreed quality outcomes. As a key member of our team, you will be responsible for handling client queries, developing strategies for service improvement, leading and educating client services staff, and maintaining business relationships with stakeholders.

The role is critical to the smooth operation of our services, including staff rostering and adjustment, management of staff and data/records, full function and operation of accommodations and other service sectors. You will ensure that the health and well-being of staff and participants are addressed while maintaining a high level of accuracy and accountability.

Main Responsibilities:
  • Client Intake and Assessment: Facilitate the intake and assessment of new clients by liaising with families, NDIS representatives, and allied health professionals to process referrals. Negotiate funding and service arrangements in line with the NDIS price guide.
  • Support Plan Development: Develop support plans for each individual, undertaking detailed assessments to ensure their personal, health, and skill development needs are addressed.
  • Staff Management: Ensure the coordination, guidance, support, and performance management of individual staff members, students, and volunteers. Provide on-the-job training and ongoing supervision and support.
  • Data and Records Management: Comply with legislative and administrative requirements in the creation, handling, and reporting of information regarding individuals, staff, volunteers, and service delivery.
Requirements:
  • 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
  • To go above and beyond with quality services
  • Essential stakeholder relationships and communication skills
  • Experience in ROC, Restrictive Practice, and high medical needs
  • Experience in NDIS Compliance
What We Offer:
  • A competitive remuneration package with a performance-driven bonus
  • Flexible work arrangements
  • Opportunities for career growth and professional development

We offer a dynamic work environment, a chance to make a real impact, and a competitive salary of $80,000 - $100,000 per annum, depending on experience.

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