Service Support Partner

Staff benefits including 5 weeks leave
- Salary packaging up to $15,900 + $2,650 meals/entertainment
- We are committed to your success and will support you

**How we look after our employees**:

- 5 weeks annual leave
- Salary packaging up to $15,900 and $2,650 meals and entertainment
- Fitness Passport, reduced insurances and many discounts via Perkbox
- 13 days sick leave
- 14 weeks maternity leave after 12 months

**About the opportunity**:
To provide support to local services, coordinators, leaders and management with key processes and activities including but not limited to:

- Rostering/monitoring and review (assist where required).
- Managing unplanned leave (assist where required).
- Managing Customer service agreements, variations, budgets and billing.
- Assisting with sign up and onboarding of new customers to fill community, individual and housing vacancies (depending on region and manager).

**Role Requirements**:

- Excellent verbal and written communication skills.
- Strong relationship and people management skills.
- Well-developed problem-solving skills and the ability to stay calm under pressure and short deadlines.
- Ability to communicate effectively with all internal and external stakeholders with awareness and sensitivity to different cultures and disabilities.
- Knowledge of the Disability Services Act & Standards, Child Protection Legislation and the principles of Keep Them Safe, and other relevant legislation.

**Typical duties might include**:

- Assist Managers, Team Leaders, Coordinators/Nurse Unit Managers (NUMs) and local teams to respond to and manage customer enquiries, to fill Northcott vacancies.
- Develop new customer service agreements and budgets for all Northcott services, as required by their role.
- Assist Housing Service Coordinators/NUMS and customers through the Supported Independent Living (SIL) Transition pathway, and participate in Transition meetings and planning as required by their role.
- Provide support with customer reviews and the development of renewed and amended.
- Be aware of, and sensitive to the needs of customers from Aboriginal and Torres Strait Islander or Culturally and Linguistically Diverse backgrounds.
- Assist Service Coordinators with Payroll processes, such as identifying potential errors.
- Work within the framework of the National Disability Standards, Privacy Legislation, NDIS Operational Guidelines and other relevant legislation.

**Essential Qualification and Experience**:

- Experience in account management, customer management, roster management or equivalent health or disability services experience.
- Experience working with people with a disability.
- Demonstrated understanding of vacancy management, service agreements, NDIS Plans/NDIS funding including SDA and Supported Independent Living (SIL) requirements, Disability Support of Older Australian’s (DSOA) funding, and all other funding bodies (Health, Education, Private) as required for their roles.
- A current driver’s licence.

**About Northcott**:
Northcott is a not-for-profit disability service provider that works with customers to realise their potential.

As one of Australia’s largest not-for-profit disability service organisations, we provide services from metropolitan and regional locations throughout NSW, QLD, and the ACT. We have more than 90 years of experience and expertise in the disability service industry.

A registered NDIS provider, we employ approximately 2,600 staff and provide empowering, personalised services to over 13,500 people with disability, their families and carers each year.

**Our Values**:
Our values have always been a significant part of our service to customers and they have helped shape Northcott into the wonderful organisation it is today. We are Innovative because we develop new ideas and solutions with creativity in anticipation of changing needs. We are Respectful because we believe that everyone’s voice is unique and that they have the right to be heard. We are Brave because we have the courage to stand up for people with all abilities even in the face of adversity.

**Diversity and Inclusion Statement