Service Delivery Manager

**Position Overview**:
The Service Delivery Manager for the Home Care Package (HCP) program is responsible for overseeing the delivery of high-quality, client-centred care services to older adults living independently in their homes. This role involves leading and managing a team of care professionals, ensuring compliance with industry standards, and driving continuous improvement in service delivery. The Service Delivery Manager plays a pivotal role in ensuring that care services meet the individual needs of clients, align with their care plans, and are delivered within budget.

**Key Responsibilities**:

- **Leadership and Team Management**:

- Lead, mentor, and manage a multidisciplinary team, including case managers, nurses, and support workers, ensuring they are supported in delivering high-quality care.
- Conduct regular team meetings, performance reviews, and training sessions to maintain high standards of service delivery and professional development.
- Foster a positive and collaborative work environment that encourages teamwork and professional growth.
- **Service Delivery Oversight**:

- Oversee the development and implementation of individualized care plans, ensuring they meet clients' needs and preferences while adhering to HCP guidelines.
- Monitor and manage the quality of services provided, ensuring that they are delivered in line with organizational policies, industry regulations, and Aged Care Quality Standards.
- Coordinate the allocation of resources, including staff and equipment, to meet client needs effectively and efficiently.
- **Client Relationship Management**:

- Build and maintain strong relationships with clients and their families, acting as a key point of contact for any concerns, feedback, or issues related to care delivery.
- Ensure that clients and families are informed about their rights, services available under the HCP, and how to access additional support as needed.
- Address client complaints or concerns promptly, ensuring that resolutions are achieved in a professional and empathetic manner.
- **Compliance and Quality Assurance**:

- Ensure that all aspects of service delivery comply with relevant legislation, guidelines, and standards, including Aged Care Quality Standards and HCP program requirements.
- Conduct regular audits and assessments of care delivery processes, identifying areas for improvement and implementing corrective actions where necessary.
- Prepare and submit regular reports on service delivery performance, client satisfaction, and compliance to senior management.
- **Financial and Budget Management**:

- Oversee the financial management of the HCP program, ensuring that services are delivered within budget and funds are used effectively to meet client needs.
- Work closely with case managers and finance teams to monitor client budgets, ensuring transparency and accountability in the allocation of resources.
- Identify opportunities for cost savings and service optimization without compromising the quality of care.
- **Strategic Planning and Improvement**:

- Contribute to the strategic planning and development of the HCP program, identifying opportunities for growth, innovation, and service enhancement.
- Lead initiatives to improve service delivery, including the adoption of new technologies, processes, or care models.
- Monitor industry trends, best practices, and regulatory changes, ensuring that the organization remains at the forefront of home care delivery.
- **Stakeholder Engagement**:

- Engage with external stakeholders, including healthcare providers, community organizations, and regulatory bodies, to foster partnerships and enhance service delivery.
- Represent the organization in external forums, meetings, and industry events, advocating for high standards of home care services.

**Qualifications and Skills**:

- **Education**: Bachelor’s degree in Nursing, Social Work, Health Administration, or a related field. A postgraduate qualification in management or a relevant discipline is desirable.
- **Experience**: Minimum 8 years of experience in a leadership or management role within aged care, community health, or a similar environment, with a strong understanding of the Home Care Package program.
- **Skills**:

- Proven leadership and team management skills, with the ability to inspire and motivate a multidisciplinary team.
- Strong understanding of aged care regulations, Aged Care Quality Standards, and HCP program requirements.
- Excellent communication and interpersonal skills, with a client-focused approach.
- Ability to manage budgets, resources, and financial processes effectively.
- Strong problem-solving and decision-making abilities, with a focus on continuous improvement.
- Proficiency in using client management systems and MS Office Suite.
- **Certifications**: First Aid, CPR, Ahpra registration
- **Licenses**:

- **Police and Bankruptcy check**

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

Pay: $80,000.00 - $115,000.00 per year

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