Client Engagement Officer

The role of Client Engagement Officer is to provide leadership, support, and supervision to Team Leaders, residential workers, to play a lead role in the creation of a therapeutic culture and work as part of a broader team to deliver high quality care to people in our care.

As the client engagement officer, you are responsible for overseeing the day-to-day operations of our team leaders and oversight of participants. You will mentor, supervise, and lead a team of leaders and support workers providing care and support for participants.

**Duties & Responsibilities**

**Client Assessment**:

- Conduct assessments to determine the unique needs and goals of NDIS participants.

**Service Planning**:

- Develop individualized support plans based on assessment results, ensuring they align with NDIS guidelines and funding allocations.
- Work with the Team leaders and clients in each service area to collaboratively develop plans, tools and resources to be implemented.

**Coordination**:

- Coordinate various support services, including allied health, therapy, personal care, and accommodation, to meet the participant's goals.

**Monitoring and Review**:

- Regularly review and update participant support plans to reflect changes in needs or goals.
- Monitor and review service delivery as per the service agreement.
- Ensure to stay well informed on the requirements of being a registered service under the NDIS.

**Documentation**:

- Maintain accurate records and documentation in compliance with NDIS requirements, assist with intake and onboarding.
- Process and Manage Incident Reporting, Injury Near Miss, Complaint reporting, and Work Health and Safety
- Maintain client data integrity to meet organisational and contractual compliance.
- Contribute as required to the reporting process.

**Advocacy**:

- Act as an advocate for NDIS participants, ensuring they receive the services and support they are entitled to.

**Staff Supervision**:

- Supervise and support a team of support workers and allied health professionals, providing guidance and training as needed.
- Provision of supervision, mentoring and performance reviews of the Service Coordinator and Team Leaders

**Quality Assurance**:

- Ensure service providers meet NDIS quality and safety standards and address any issues or concerns promptly.
- Maintain and assess risks and coordinate risk management strategies.

**Communication**:

- Maintain effective communication with NDIS participants, their families, and external service providers.
- Develop and nurture strong relationships with all stakeholders to promote HLCS in a positive way within the community.
- Conduct, attend and contribute to all one on one and team meetings as directed.

You will have the following:

- A commitment to innovation and creativity in program development
- Awareness and commitment to working within the ‘Best Interests Principles’
- An ability to provide support within a therapeutic context.
- Highly developed written and spoken communication skills.
- Highly developed negotiation and problem-solving skills
- Excellent organisational, time management skills and the ability to be self-directed.
- Well-developed supervision skills and demonstrated experience in staff management.
- Ability to work effectively in a team environment.
- Understanding and appreciation of the community’s cultural diversity

**Job Types**: Full-time, Part-time

**Salary**: $35.00 - $42.00 per hour

Expected hours: 30 - 38 per week

**Benefits**:

- Work from home

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus
- Penalty rates
- Performance bonus

Work Authorisation:

- Australia (preferred)

Work Location: In person