Afterhours Team Leader Remote

15 hours ago

Silverwater, Australia Connecting Families Full time

Remote - work from the comfort of your own home
- Rotating roster

*
About Us*
Connecting Families’ vision and purpose is to bring communities together to ultimately create a better life for children, adults and families. We possess a strong belief that every individual need is of the utmost importance and our entire team is committed on delivering this promise.
Supporting our vision are our CARE core values of Capability, Authenticity, Respect and Empowerment. It creates the foundation on not just what we do but how we come together. We pride ourselves on providing the highest quality of care to our clients and each other.
**The role**
The Afterhours Team Leader is a remote role meaning you will be working from the comfort of your own home. In this role, you will play a key role in driving the consistency of high-quality CARE, guidance and support during non-business hours to field-based support workers that aligns to the needs of participants and young persons in care.
Specifically, you will be responsible for the following:

- Act as initial contact and escalation point in supporting and problem-solving CARE needs and client-related enquiries
- Provide relevant information, advocacy and urgent response support to support workers to allow them to make informed decisions
- Provide coaching and advice to support workers with mandatory reporting requirements
- Work alongside the clients' after-hours team, case workers and support coordinators to ensure key information and incidents are aligned on and effectively managed
- Document and track incident summaries to outline the conversation and outcomes provided to support workers
- Liaise with external parties such as the toxic hotline and emergency services to ensure the collation and submission of discharge and other documentation within the business CRM

**About you**
As the Afterhours Team Leader, you possess second-to-none customer service skills and have the ability to engage and communicate with support workers from an array of cultural backgrounds. You have well-developed emotional intelligence with the ability to pick up on queues and provide support accordingly.
In addition, here is what else will set you apart:

- Demonstrated experience related to social / community services, such as disability, child protection, health and human services or aged care industry
- Solutions mindset coupled with the ability to be a confident problem solver
- Diploma in relevant Social & Community Services qualification preferred

**Perks of the role**
Connecting Families prides itself on its culture. Our people are the lifeblood of our business and with that, you will be exposed to the following perks:

- Be part of a supportive family-like environment
- Opportunities to grow internally
- Access to discounts and perks from hundreds of retailers Australia-wide
- Support and counselling services through our Employee Assistance Program (EAP)

**Apply**

**Job Types**: Full-time, Permanent

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