Rostering and Services Coordinator

**Your new work opportunity**

Independent Disability Services (IDS), based in Carlton and extending across Greater Melbourne, is driven to provide **‘Exceptional Client Experiences’**. We are focused on developing a team culture where all interactions are made with a _‘feels like family’_ approach. IDS has an equal opportunist philosophy for our clients and employees. We provide services and support with Care, Kindness and Open Communication.

We highly encourage people with disabilities to apply. Our building has a wide range of accessibility functions which will help with your day-today operations.

**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. Coordinators 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 the focus 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**
- 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.
- 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.
- 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.

**What we are looking for**
- 2-3 years experience in the service coordinator role.
- 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
- 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

**Desired Skills**
- Experience in Disability services/NDIS
- Capable of typing 40 words per minute.

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.
- NDIS Screening Check
- Working with Children’s Check
- Two relevant and professional reference checks

**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 of our office managers on 03 9340 5100

If you are a person with disabilities, we can make concessions to sched