Service Delivery Manager

Work From Home
- Enthusiastic Individual
- Salary Negotiable

**THE ROLE**
Service Delivery Manager will be instrumental in overseeing the delivery of Home Care Packages and NDIS Service. The manager will provide hands-on leadership to our staff and support our participants in achieving their goals.

This position is responsible for the design and delivery of services and report to the General Manager who has overall responsibility for the development and delivery of our services.

**DUTIES AND RESPONSIBILITIES**

**Mentoring and Development**
- Mentors, develops, and supervises support workers/carers.
- Provides coaching and direction to establish and maintain services to assist people to live with dignity in the community.

**Service Delivery**
- Contribute to the development of Disability and Aged Care policy and procedures, and other compliance frameworks.
- Oversee and take responsibility of internal/external audits f
- Action referrals in a timely manner and establish service delivery.
- Be the key contact for service issues, complaints, and plan reviews.
- Assist in creation for care plans.
- Be available to be part of a rotating on-call roster.
- Be able to match customers and staff and roster these accordingly.
- Establish the correct claim categories and the correct amount of funds.
- Provide NDIA with reports on specific goals, outcomes within the agreed reporting timeframe.
- Enhance HCNA’s reputation through continuous improvement, business development and innovation.
- Undertake training, recruitment, and inductions.

**Relationships**
- Develop collaborative working relationships with all stakeholders.
- Facilitates networks of people and their families to support self-determination and direction of their services.
- Actively participates, in relevant promotional activities and consistently challenges and improves the quality and scope of the services that we provide.
- Has knowledge and awareness of all people supported and have personal involvement with a selection of people living in more complex situations.
- Develops good working relationships with funders, referral agencies, other providers, and community groups.
- Develops and manages internal and external relationships with other teams.
- Takes responsibility for sharing personal knowledge and skills across the organisation and provide training and mentoring to others outside the area when required.

**Planning**
- Work with the Operations Manager to develop strategies and plans to deliver excellent support to our participants and ensure the continued growth and expansion of aged care an NDIS services.
- Ensures that people’s options for support are explored, referrals are passed on, and acted on.

**Budget**
- Supports the Operations Manager, in developing and delivering of services within the budget.
- Ensures that resources are being used as efficiently as possible, particularly with regard to efficient utilisation of support workers, and ensuring that travel and other expenses are contained as effectively as possible, without compromising the needs of people we support.
- Ensures that budgeted support is delivered, and that over-delivery of support is managed within agreed parameters.

**Personal Attributes**
- Must have a pleasant nature, be approachable, compassionate and have a ‘can do’ attitude.
- High level of written and oral communication skills with demonstrated ability to communicate complex information to a variety of audiences.
- Be a Team Player - Our relationships/reputation within the community is important.
- High degree of professionalism, optimism, mental resilience, and ability to self-care.
- Demonstrated effective planning and organising skills in a high-volume work environment with the ability to deliver multiple outcomes within tight timeframes and with attention to details.
- Can work autonomously and with mínimal supervision.

**Technical Skills**
- Knowledge of Home Care Package and NDIS mandatory
- Understanding of challenging behaviour and of positive behaviour supports plans’, and an ability to develop this understanding in others.
- Evidenced experience in rostering is required and ability to fill shifts in a timely manner.
- Experience with facilitating support for people in areas such as personal care, health and well-being, community participation and skill development.
- Demonstrated experience in budget management, service agreements and maintenance of records.
- Knowledge of contemporary approaches such as person-centred planning and active support.
- Assist finance in the processing of claims and invoices.
- Ensure that all documentation is completed for each client and that progress notes are regularly reviewed.
- Manage all staff and client complaints and feedback.

Other duties related to the role as requested by line management.

MANDATORY QUALIFICATIONS
- A relevant Primary Health, Allied Health or Community Service qualification.
- Minimum five (5) years of experience in a simil