Manager - Operations

Posted: 14/12/2024
- Closing Date: 13/01/2025
- Salary: $100,000.00 - $120,000.00
- Job Type: Full Time (Contract)
- Location: Brisbane
- Job Category: Care Team (Office),Senior Management Team

Hands on People (HOP) is a community services provider dedicated to supporting individuals living with disabilities. Our mission is to empower our clients by helping them navigate government and insurance schemes, including the National Disability Insurance Scheme (NDIS), to access support more efficiently. With a highly skilled team, we offer focused services, such as Accommodation Services, In
- Home Care and Community Access. Operating primarily in NT and Queensland, we are committed to fostering independence and improving the quality of life for our customers. Our passionate staff build personal relationships with each customer, working towards enriched and empowered living. In addition, our vision is to become the preferred service provider in the disability and aged care sector.
At HOP, we are driven by our values encapsulated in PARTT:
1. Partnership: We believe in collaboration, working closely with clients and their families.
2. Accountability: We take responsibility for our actions and commitments.
3. Respect: Every individual, whether client or staff, is treated with the utmost dignity.
4. Trust: We build strong, reliable relationships based on honesty and confidentiality.
5. Transparency: We operate with openness, ensuring clarity in all our processes and decisions.

This position requires a strong commitment to adhering to the Disability Services Act and the United Nations Convention on the Rights of Persons with Disabilities, while also fostering relationships with clients and stakeholders.
The responsibilities associated with this position encompass the identification and cultivation of novel business prospects, social enterprises, collaborations, and affiliations. This crucial function plays a pivotal role in broadening the extent and impact of our services, guaranteeing that a greater number of people with disabilities requiring assistance can avail themselves of HOP help and attention.
As a member of the Senior Leadership Team, your role is crucial in influencing the direction and strategic approach of the organisation throughout the Northern Territory and Queensland regions. The feedback and direction provided by individuals like yourself play a crucial role in shaping the overarching vision and goal of the organisation. This ensures that the organisation remains in sync with the ever-changing requirements of the people we serve and the wider community.

**Desired Skills and Experience**:
Your duties will include but not be limited to:

- Service Delivery:

- The Primary responsibility is to supervise the Care services and guide Bracnhes in delivering outstanding support while ensuring that the services are customized to meet the specific requirements and objectives of each participant.
- Responsible for supervising all branches located in the Northern Territory and Queensland.
- To establish, execute, and evaluate policies and procedures, while also ensuring that staff, service users, and participants possess comprehension and active participation in these processes.
- The implementation and management of information systems with the purpose of recording, analyzing, and reporting service-related information both internally inside the organization and to external stakeholders.
- The individual is accountable for documenting instances of restrictive practices in compliance with the NDIS Restrictive Practises and Support regulations.
- The task of monitoring and providing an efficient response to incidents and complaints falls under the purview of operational responsibility.

Participants, Family, and Stakeholder Relationship Management:

- Develop and Cultivate robust relationships with participants and their families, engage in active listening to comprehend their care needs, and collaborate with them in a mutually beneficial manner to fulfill their specific demands.
- Implementation of systems and processes that place a high priority on the client's involvement in service delivery.
- To provide the client with maximum choice and control, by the requirements set by the National Disability Insurance Scheme (NDIS), as well as the Quality and Safeguarding framework.
- Acquire feedback from clients, family members, stakeholders, and staff members to gain valuable insights into the present state of service delivery and foster avenues for business expansion through enhanced stakeholder involvement.
- Establish and sustain a positive relationship with clients and their families through the provision of exceptional customer service.
- To uphold direct, in-person engagements with clients, their families, stakeholders, and staff to immediately attend to their requirements and resolve any problems they may have.
- Ensure team members establish and maintain networks with carers, other agencies service provide