Fleet & Property Officer Mount Barker

**_Position Description _**
**_After Hours Support Coordinator
- **

**_Reports to: _**Senior After Hours Support Coordinator

**_Directorate/Department:_** Client Services

**_Number of direct reports:_** Nil***

**_Employment Type:_** Part Time Fixed-Term

**_Salary/Award _**Level 4 - Social, Community, Home Care and Disability
**_Classification:_** Services Industry Award 2010

Community Living Australia has charitable status for Fringe
Benefits Tax purposes and is therefore able to offer taxation
benefits through salary sacrifice***
- Position Purpose _

The After-Hours Support Coordinator serves as a critical support function to Support Workers,
clients and stakeholders by providing guidance and assistance. Through the provision of this
quality service, Support Workers will better be able to serve our clients.

The After-Hours Support Coordinator will be responsible for the effective management of
after-hours assistance for Support Workers, clients and stakeholders. The role requires a
sense of urgency and the capability to manage multiple calls that may require immediate
action and follow up support.

This position primarily supports Community Living Australia as well as other leading disability
organisations (as contracted).
- Principal Duties _

The key call scenarios and priorities for this role will include;
Manage and assist Support Workers with client care queries throughout the shift that
may relate to behavioural guidance, medication authorisations or a critical situation

Respond to and manage critical incidents and ensure compliance with critical incident
frameworks

Manage roster changes, including the scheduling of Support Workers at short notice
due to sick leave, barriers to shifts on time and other unforeseen circumstances and
record appropriately in relevant systems

Deliver the best outcomes for Support Workers and clients by offering informative
advice through an understanding of the organisations service offerings

Maintain accurate records of conversations and actions relating to client service and
care

Analyse and provide reports on support worker contact to identify any need for process
development and continuous improvement

Contribute to overall development and reviews of client plans and support for
continuous improvement and quality of care

Maintain an awareness of Support Worker / client dependency on coordinator service

Troubleshoot Support Worker concerns with confidence by building and maintaining
strong internal and external relationships

Assess situations and provide direction in line with delegated authority in case of a
property or facility maintenance issue, or in case of emergency

Support clients and carers with any immediate support needs and direct as appropriate

Respond appropriate to (in line with delegated authority) stakeholder requests as
required

Guide Support Workers through a critical decision that may involve safely coordinating
and removing the Support Worker and client from the situation

Work collaboratively with client service delivery teams to ensure clear communication
and responsive follow-up as required

Interpret and adhere to current Fair Work legislation and maintain up to date
knowledge of Award provisions

Contribute to the development and review of processes as relevant to the After Hours
Service

Ensure effective communication with other After Hours Coordinators working on
rotational roster to ensure consistency of service

Be suitably available to return to ‘active’ duty when rostered for ‘on-call’

Work collaboratively with peers and colleagues, across the organisation, to achieve
organisational objectives

Champion organisational values and culture to ensure the affiliated behaviours are
demonstrated across the organisation

The responsibilities as specified above may be altered in accordance with the changing
requirements of the position.

**_Core Competency/Capability _**:

- (NDS - DSD 5) _
- These six core competencies are the capabilities that need to be demonstrated in order for _
- the incumbent to be functional in their role and links to the NDS competency framework _
- Sector & organisation purpose & values _

A thorough practical working knowledge of human rights based approaches, the
individual and community context, and sector and organisation purpose and values.
Within the team is able to articulate and integrate sector and organisation approaches
and values_ _
- Leadership & teamwork _

Assists with the formal leadership, learning and coaching of less experienced team
members. Assists in prioritising the work of others. Promotes and models sharing of
knowledge and information. Assists with gauging the effectiveness of team members
and may participate in organising the allocation of staff
- Communication _

Uses a range of positive engaging techniques and can adapt style to meet needs of the
other person. Effectively collaborates with other teams. Deals regularly with complex
matters involving interaction with