Client Engagement Manager

Have you previously worked as a Local Area Coordinator?
- Do you have experience with Rosters of Care, NDIS funding and are you ready to join a progressive values driven organisation?

**About the Company**:
Mosaic provides a range of community services that create possibilities and transforms the lives of people with a disability.

Mosaic places an emphasis on ensuring the right support services are provided to our clients ensuring links are built so that clients can live an engaged and independent life.

**About the Role**:
Reporting to the Executive Manager Client Services, the Client Engagement Manager is responsible for promoting and building a positive and safe client focused culture whilst ensuring sustainability of client services delivered. Key to the role will be overseeing NDIS funding and identifying areas of opportunity through robust analysis and research.

The role identifies and explores areas for improvement in terms of productivity, program outcomes and legislative and administrative changes at an individual, team and service stream level. This includes identification of emerging issues and concerns that can improve service design and delivery.

Key competencies expected of this role include the ability to manage the quality-of-service delivery, manage risk, support strategic and business planning, manage partnerships and relationships with key stakeholders and in doing so drive a working environment of leadership, personal accountability, quality, safety, and ethical compliance at Mosaic.

Working closely with the Executive Manager Client Services, the Operations Manager Client Services and the Quality and Safeguarding team, the role is crucial for ensuring that for clients, all aspects of the services they receive from Mosaic are individually focused and meet the highest level of client experience and NDIS Quality and Safeguarding Commission requirements.

As part of the Client Services leadership team, this role contributes to and supports the Executive Manager Client Services in the implementation of Mosaic’s strategic and operational objectives, including key performance indicators and outcomes relating to client service delivery, financial sustainability, and growth.

The role is central to building a strong and positive reputation and brand both direct and within the wider community. Representing the brand positively through meaningful relationships and driving the values of Mosaic is fundamental towards success in this role.

**Job Requirements**:
To be considered for this exciting opportunity you will ideally have the following:

- Tertiary qualification in business/finance or community services or a related discipline.
- Demonstrated knowledge of all facets of the NDIS including a high-level commitment to individualised, person centred service delivery.
- Experience working in a leadership role within the disability service sector.
- Ability to influence and negotiate with key stakeholders, including funding bodies.
- Demonstrated commitment to a safety culture.
- Cultural safety, awareness and respect and inclusivity.
- Demonstrated experience in leading and driving high performance teams across multiple service offerings in a dispersed geographical area.
- Robust budgeting and financial management experience and high-level report writing.
- Strong interpersonal and advocacy skills with the ability to liaise and nurture relationships with colleagues, staff, clients, their families and guardians and other relevant stakeholders.
- Agile and adaptable to changing circumstances.
- An ability to prioritise work and meet conflicting deadlines and excellent time management skills.

**Conditions of Employment**
- Current Australian Drivers Licence.
- Current NDIS Worker Screening Check.
- Unrestricted working rights.
- State or Commonwealth government or legislative vaccination requirements (including any public health order or direction) applicable to the position and providing Mosaic with evidence showing compliance with those vaccination requirements.
- Own vehicle which is registered and insured.

**Competencies**:

- Manage Client Experiences and manage Service delivery quality
- Manage Finance & Business Sustainability
- Ensure Compliance, Systems & Procedures
- Contribute, implement, and Monitor Business Plans
- Lead People & Teams
- Lead Safety at Mosaic (SAM)
- Lead Culture & Knowledge
- Lead & Manage Change
- Manage Partnerships
- Drive Mosaic Values

**Benefits**:
In return, you will be rewarded with:

- Excellent remuneration package plus superannuation
- NFP salary packaging benefits reducing taxable income
- Free parking

**How to Apply**:
For more information regarding this position please contact Tim Lo Executive Manager Client Services on 0431 054 487.