Client Services Manager

**We are looking for an energetic Client Services Manager who engages and enjoys working with people under the National Disability Insurance Scheme.**

Holistic Care SA stands on good ethics and standards in the support of delivering to their participants with the following core values:

- Integrity
- Empathy
- Dignity and Respect as a basic human right
- Recognising participants rights and abilities
- Recognising the whole person

With our values and standards, we aim to see that participants would feel valued and respected for not only the decisions they make but who they are as individuals.

**Missions and Goals**

Our vision is to be the preferred choice for participants, their families, personal support workers and external stakeholders for the provision of all in home support services and training. We are committed to:

- Maintain and improve the health, wellbeing and quality of life of people living with a disability in the community;
- Provide the highest standard of cost efficient services by providing quality trained support workers to meet the needs of those they support; and,
- Provide a person-centred approach where the whole person is supported enabling them and equipping them to live an independent lifestyle.

The Client Services Manager is to enhance the quality of client management and maximise satisfaction. The Client Services Manager will be accountable for managing all participant intake on a day-to-day basis, review and prepare all support plans, and other administration tasks around participant supports, and ongoing management.

The Client Services Manager must commit to:

- Holistic Care SA’s mission, vision and values
- Respect and respond to the individual needs and preferences of the participants
- Communicate effectively with participants, significant others and the organisation
- Present in a well-groomed, clean and appropriate manner
- Understand and demonstrate safe work practices and adhere to company policies and procedures
- Understand and demonstrate the importance of documentation and time management in the position
- Demonstrate reliability, punctuality and trustworthiness

**Client Services Manager Roles and Responsibilities**

The roles and responsibilities of a Client Services Manager may include, but are not limited to the following:

- Work with participants to achieve their goals in line with their NDIS plan
- Resolve points of crisis and develop resilience in a participant’s network
- Involve participant and family in the implementation of individual packages where appropriate
- Identify and respond to the learning needs of individuals and the services
- Assist clients in making informed decisions by acting as their advocate regarding to their clinical status
- Take the extra mile and interact with clients to keep track of their progress and ensure satisfaction
- Record case information, complete accurately all necessary forms and documentation
- Promote quality and cost-effective interventions and outcomes
- Ensure all documentation submitted on behalf of client are valid
- Participate in regular staff and client meeting
- Ensure that information on relevant community resources are available to participants and that appropriate referrals are made and followed up
- Deliver services and support with a high level of quality and satisfaction
- Performs other duties as assigned
- Keep accurate and complete records in ‘supportability’ of your work activities in accordance with legislation and operational requirements, and liaise with and report to the NDIA and/or associated organisations when required
- Ensure Work Health and Safety guidelines are adhered to and all industry relevant legislation and codes of conduct are complied with
- Maintain an up-to-date knowledge of the NDIS systems and practices
- Be on the on-call roster for afterhours supports.

**Client Services Manager Accountabilities**
- Provide ongoing support coordination services to participants in line with their NDIS plan
- Undertake work in line with the organisations policies, procedures and practices
- Maintain accurate and up-to-date case notes on participant progress

**Minimum Knowledge**

The Client Services Manager must have an understanding of the relevant legislative requirements, in particular
- NDIS Code of Conduct
- Understanding of NDIS
- Work Health and Safety Act 2012 (SA) (the WHS Act)
- Work Health and Safety Regulations 2012 (SA) (the WHS Regulations) and supported Codes of Practice
- Equal Opportunity Principals and Practices Practice
- Ability to record and maintain accurate non-judgemental information.

**Personal abilities/Aptitudes/Skills**Demonstrated high level interpersonal/communication and analytical skills
Commitment to the delivery of a quality participant service in balance with WHS principles
Established organisational ability to manage busy day to day administrative activities
Willingness to work in a busy and challenging environment and build rapport over the p