Service Manager

**Service Manager (Permanent Full-time)**

Queensland

**Position Purpose**

The purpose of this role is to lead operational teams, ensuring services reflect customer needs and deliver agreed quality outcomes for customers and the organisation. Service Managers handle and resolve client queries, develop strategies for the improvement of service delivery to our participants, lead and educate client services staff, maintain business relationships with various stake holders. This unique role is responsible for the full operation of staff rostering and adjustment, management of staff and data/records, full function and operation of accommodations and other service sector, while ensuring that the health and well-being of staff and participants are addressed. The job holder requires a certain level of accuracy and accountability for the smooth running of their respective department.

**Main Tasks Include**

**Client Intake and Assessment & Support**:

- Able to provide rostered hands on supports with the participants.
- Facilitate the intake and assessment of new clients to the service by: liaising with families, NDIS representatives and allied health professionals to process and receive new referrals.
- Negotiating funding and service arrangements for transitional support in line with NDIS price guide.
- Ensuring adequate information is gathered regarding the individuals’ immediate support requirement. Develop support plans for each individual once accommodation commences by: undertaking detailed assessment of everyone to ensure the “best fit” in the development of support plans to address their personal, health and skill development needs.
- Developing documentation procedures for staff and review processes to ensure the ongoing monitoring and evaluation of outcomes
- Communicating with staff the objectives and strategies for each support plan and the documentation required.
- Ensuring strength-based approaches and least restrictive practices are an integral part of everyone’s support plan regarding the provision of daily living support.

**Staff Management**:

- Ensure the coordination, guidance, support and performance management of individual staff members, students (including work experience placements) and volunteers by: providing a positive and safe work environment and a team approach. Adhering to and leading the team to work towards the objectives of individuals’ support plans.
- Adequate staff rostering as per the client needs.
- Committing to, and leading, positive behaviour support strategies and practices.
- Ensuring staff performance is in line with the objectives of the organisation and within the parameters of their position descriptions and relevant awards.
- Providing on the job training and ongoing supervision and support.
- Ensuring that staff maintain all employment pre-requisites and participate in mandatory training.
- Conducting staff performance appraisals and identifying support and training requirements for staff as well as implementing strategies.

**Data and Records Management**:

- Comply with legislative and administrative requirements in the creation, handling and reporting of information regarding individuals, staff, volunteers, and service delivery by:

- Adhering to Cocoon SDA Care polices relating to confidentiality and records management.
- Ensuring that information and data collected is accurate and up to date.
- Providing reports as requested for the purposes of research, funding requirements and service evaluation and development.
- Ensuring that required statistical information and other administrative records are adequately maintained and reported on.
- Ensure support workers are logged in and out daily.

**About you**

**We are seeking someone who must have the followings**:

- STA, MTA and SIL Experience
- Service management experience
- Min 3 years NDIS Service Delivery
- In home and Community Participation coordination experience
- Excellent Rostering and time management.
- To go above and beyond with quality services
- Essential stakeholder relationships and communication skills
- Experience in ROC, Restrictive Practice and high medical needs
- Experience in NDIS Compliance

**What’s in for you?**
- Growing organisation, with lots of internal opportunities for promotion
- Job stability and the chance to make a real impact.
- you will receive a competitive remuneration package with a performance-driven bonus and flexible work arrangements