Supervisor/frontline Manager

**Job Title**:
**Supervisor / Frontline Manager**

The Supervisor/Frontline Manager must follow all policies and procedures and report to management:

- feedback from participants (positive, constructive and complaints)
- changes in participant circumstances or environment
- work health and safety issues and concerns
- need for resources to undertake the role
- if you think that the participant or a staff member is experiencing discrimination, exploitation, neglect, abuse or violence
- when unsure of actions that should be undertaken
- staff stressed or anxious feelings
- staffing issues, including the need for additional staff and issues with any staff member

**Report to**:
Director

**Location**:
Adelaide

**Main Duties / Responsibilities**:
**Work Practices**

The Supervisor/Frontline Manager will:

- manage rosters and staff allocation
- match participant to a preferred staff member
- replace an absent staff member
- collaborate and consult participant on a required staff member
- undertake a review of environment and staff with participant
- train staff on participant's requirements and strategies
- monitor staff work practices
- review staff work practices
- guide and adjust work practices using a positive approach to coaching and training
- maintain timekeeping to ensure staff attendance and reliability
- train new staff and supervise during induction or orientation process
- prepare and submit performance reports
- receive complaints and resolve problems
- build capacity in staff and participants as relevant
- focus on supporting participants to direct their lives, not just their services, e.g. crisis and resilience development
- Assist participants in developing knowledge, experience and connections with their community and broader systems of support.
- Work with the participant to assist them in understanding plan funding and its purpose.
- Identify and understand participant confidence and skills assist participants in deciding what they want from services.
- where practical, create a support and action plan to facilitate participant plan implementation.
- coach the participant and staff through challenges.
- Manage rosters, administration and intake process.
- Incorporate Child Safe Standards in their practice when working with children and young people
- Report any real or potential risks of harm to a participant, including child and young people

**Model** **and reinforce values in organisational culture and practice**

Supervisor/Frontline Manager will:

- model and reinforce values in organisational culture and practice
- reflect and uphold the NDIS principles and values in behaviour and way of working.
- ensure that workers understand and demonstrate good practice based on NDIS principles, as described in the NDIS Workforce Capability Framework
- support and reinforce a work culture that promotes mutual respect and zero tolerance of any behaviour or circumstance that does not uphold participant rights
- engage with and learn from people with lived experience as colleagues, experts and advisers.
- look for opportunities to recruit and develop people with lived experience and diverse identities and cultural backgrounds, representative of the communities being supported
- Support and reinforce a culture that is interested in, responsive to and supportive of diversity and inclusion.

**Promote quality through consistent good practice**

Supervisor/Frontline Manager will:

- use the NDIS Workforce Capability Framework to communicate expectations to all workers about their role, how they should conduct themselves and why
- create and promote opportunities for workers to work collaboratively with others in the participant's support team, other services and with members of the participant's informal support network
- provide opportunities for workers to receive and provide feedback, refine skills and knowledge, and think about how their values, biases, assumptions and attitudes influence their practice.
- provide workers with current best practice examples, models, tools, practice leadership and coaching and resources relevant to participant needs, culture and circumstances
- encourage workers to monitor and report meaningful participant outcomes and understand pre-and co-requisite conditions required to achieve positive outcomes.
- ensure that workers know about and can access resources and advice they need to support participants such as specialists and mainstream supports relevant to cultural, religious and social identity needs and preferences
- provide workers with expertise, guidance and support to identify and resolve complex or ambiguous demands as well as ethical issues.

**Support health and manage risk**

Supervisor/Frontline Manager will:

- identify participants (individuals and cohorts), situations, or circumstances that are vulnerable to heightened risk and support workers to understand and manage risks appropriately
- support and encourage workers to identify and report early and c