Services Coordinator

**Your new work opportunity**

Independent Disability Services (IDS), based in Carlton and extending across Greater Melbourne, is driven to provide **‘Awesome Client Experiences’**. We are focused on developing a team culture where all interactions are made with a _‘feels like family’_ approach.

We provide services and support with Care, Kindness and Open Communication.

**The Role**

As the client services rostering coordinator you will maintain and coordinate community care services within the IDS client portfolio. They are the primary contact and interface for clients and Support Workers. The position builds relationships with a range of internal and external stakeholders to ensure that the client experience is exceptional, and services are responsive to their needs. Our rostering, coordinator’s are valued, supported, and developed to deliver the best practice client experiences and representing the organisation’s values and standards. This position is an important role within the organisation and is high paced, and client focused.

**Our Clients**

Our clients are at the center of everything we do and the decisions that we make.

Every person is unique in their needs and aspirations. When you are a member of the IDS Team, you are an essential part of the client's journey as they work towards their goals.

**Key components of the role**

**Rostering**
- All requests are attended to with immediate attention. _
- Ensure that rosters are developed and reviewed, that clients and support workers are appropriately matched, and shifts are staffed
- Ensure case-notes and shift sign offs are completed daily
- Receive incident reports and appropriately record and follow up in accordance with policies
- Contribute to the growth and expansion of services by excellent phone manor and phone engagement. Completing all necessary tasks for best practice
- Communicate regularly with support workers, participants, and families to ensure they are fully informed of rosters
- Schedule and process changes in our rostering system
- Resolve rostering issues
- Maintain regular contact with clients and support workers, including face to face meetings, as a means of getting to know each person, thereby building, and maintaining relationships
- Prioritising and managing a high volume of inbound and outbound calls and ad hoc administration tasks
- Answering all calls within 3 rings, respond and resolve all messages by end of day
- Completion of shift assignment to DSWs
- Sign offs are per pay time frame and completed every Monday as per requested by finance
- Any discrepancies are to be reported to manager.

Essential:

- Experience in Disability services/NDIS
- A client and outcomes focused approach, with an emphasis on making the client experience exceptional is essential
- Displays excellent interpersonal skills in communication and excels at building trusted relationships
- Has demonstrated experience in workforce scheduling or rostering within the disability or aged care sectors
- Supervisory experience with a focus on mentoring, and development of staff
- Proven ability to develop and maintain effective working relationships with stakeholders at all levels
- Ability to handle complaints and resolve disputes and conflicts effectively and courteously
- Demonstrated understanding of NDIS desirable
- Computer literacy with proficiency in the use of MS Office suite and working knowledge of client management systems and databases
- Has excellent time management skills, with the ability to manage changing priorities
- Is emotionally intelligent, and able to empathise and respond to participant and families changing needs appropriately
- Is resilient and can work calmly and effectively under pressure
- Loves working in a fast-paced environment
- Can work autonomously, whilst also being an active team member with a ‘can-do’ attitude

Our Staff are:

- **Competent** - Having the necessary ability, knowledge, or skill to do something successfully.
- **Resourceful** - Having the ability to find quick and clever ways to overcome difficulties.
- **Reliable** - Consistently good in quality or performance, able to be trusted.
- **Empathetic** - Showing an ability to understand and share the feelings of others.
- **Sincere** - Free from pretence or deceit; proceeding from genuine feelings.

**About You**

To be considered for this role, you must have a ‘client’ and ‘outcomes’ focused approach and the passion to make each client experience ‘Awesome’.
- NDIS Screening Check
- Two relevant and professional reference checks
- Working with Children’s Check
- Driver’s License, your own vehicle, and Full Comprehensive Insurance

**What's in it for you?**
- Part of an inclusive team that takes pride in the support it provides to clients and staff
- Ongoing personal and professional development
- Your work-life balance is respected and supported
- NFP salary packaging available

**To find out more**

Please contact one o