Client Service Manager

**About the Role**

As the Client Services Manager - NDIS, you will lead and oversee the delivery of high-quality, person-centred services to NDIS participants. You’ll manage a team of support coordinators, care workers, and other service staff, ensuring compliance with NDIS Quality and Safeguards, and supporting clients to achieve their goals.

**Key Roles and Responsibilities**:
1. **Client Relationship Management**:

- Building and maintaining strong relationships with clients, their families, and other stakeholders, including support coordinators and plan managers
- **Service Delivery**:

- Overseeing the delivery of NDIS-funded supports and services, ensuring they meet client needs and NDIS standards
- Ensure staff follow their position descriptions, qualifications, and the NDIS Code of Conduct
- Monitor staff performance, attendance, and ethics, and address concerns with the Service
Manager

3. **Participant Support & Advocacy**:

- Support participants to achieve their goals and maintain their independence
- Ensure each participant has a current Individual Plan (IP) that aligns with their needs and aspirations
- Advocate for participants' rights and ensure their voices are heard in decision-making. Facilitate participation in community activities and social connections.

4. **Compliance & Risk Management**:

- Conduct regular audits of staff and property to ensure compliance with NDIS Quality and Safety Standards
- Oversee incident management processes and report any non-compliance or issues to the
management
- Ensure staff work within their scope of competency and position descriptions.
Address complaints, incidents, and feedback promptly and maintain accurate records.

5. **Manage Day to day Operations**:

- Oversee day-to-day business operations
- Conduct regular property inspections and report maintenance needs
- Ensure participants are involved in managing their living environment where possible

6. **Communication & Reporting**:

- Maintain clear communication with participants, staff, and stakeholders
- Submit regular reports, including participant progress updates and property audit findings
- Participate in team meetings and ensure staff attend scheduled supervisions

7. **Training & Development**
- Identify training and skill development needs for staff and arrange relevant professional
- Stay informed about industry trends, best practices, and relevant legislative changes
- Participate in ongoing professional development opportunities to enhance managerial skills

**8. Service Coordination**:

- Oversee the implementation of support plans, ensuring the delivery of services that promote residents' independence and community inclusion
- Coordinate and monitor daily living activities, including personal care, meal planning, and recreational activities

9. **Compliance and Documentation**:

- Ensure all SIL services comply with relevant regulations, including the National Disability Insurance Scheme (NDIS) standards
- Maintain accurate and up-to-date documentation, including resident records, incident reports, and service delivery plans

10. **Communication & Collaboration**:

- Foster effective communication with residents, their families, and support networks.
- Collaborate with external stakeholders, including health professionals and NDIS representatives

**11. Quality Assurance**:

- Implement quality assurance measures to continuously improve service delivery and resident outcomes.
- Participate in internal and external audits to maintain high standards of care

**12. Budget Management**:

- Manage the budget for the SIL program, ensuring efficient use of resources and financial sustainability

13. **Client Assessment and Planning**:

- Conduct comprehensive assessments of residents' needs, preferences, and goals
- Collaborate with residents, their support networks, and relevant professionals to develop personalized support plans

**Essential Qualifications & Skills**:

- Proven experience working in the NDIS sector, with a solid understanding of NDIS funding, planning, and service delivery models
- Extensive networks and relationships with support coordinators, clients, providers, and other industry stakeholders
- Self-starter who likes to leave things better than the way you find them
- Excellent communication and negotiation skills
- Highly organised with exceptional attention to detail and the ability to manage multiple priorities
- Demonstrated experience in managing Supported Independent Living services
- Knowledge of NDIS regulations and standards
- Strong People and Interpersonal skills
- Ability to make sound decisions in a fast-paced environment
- Commitment to upholding ethical standards and promoting a person-centred approach
- Strong understanding of challenging behaviors and behavior support plans
- Excellent communication, problem-solving, and interpersonal skills
- A compassionate, empathetic, and person-centered approach to support
- Valid Australian Driver’s license and