Team Leader Scheduling

**Team Leader Scheduling - HCP & CHSP Clients**

**Position Purpose**

Great opportunity to provide leadership, support and guidance to the team in scheduling and coordinating Bolton Clarke At Home Support employees and brokerage services. Experience in scheduling will enable and support best practice rostering across the team.

The Team Leader will work closely with Management, Coordinators and HCP Team Manger to foster teamwork and provide a collaborative environment that enhances organizational output, and client centred outcomes.

**Position Accountabilities**

**Leadership**
- Create an inspiring team environment with open communication.
- Maintains a structure of a high performing team that achieves performance targets as efficiently as possible with a view to reducing wastage and duplication.
- Monitors productivity and performance measures using KPI’s.
- Complete month end reports.
- Provides feedback to team members on their performance, works collaboratively with the HCP team Manager to address team performance gaps.
- Reviews ongoing process to enhance service delivery from the team.
- Provides ongoing coaching and support to staff to ensure they remain engaged and feel supported.
- Undertakes annual performance reviews for all direct reports.
- Makes use of internal and external service delivery feedback and implements improvement action plans.
- Role models the Bolton Clarke values.
- Establish positive relationships with staff and facilitate the development of an effective team.

**Client Service**:

- Demonstrates an understanding of the target population and their needs, from a schedule coordination perspective.
- Work with the HCP Team Manager and in collaboration with the Coordinator to provide solutions to resourcing and client demand.
- Lead and advise the coordinator team to assist in scheduling client visits to staff with the appropriate skills in the appropriate areas, minimising staff travel and direct tasks.
- Leads the scheduling team in the demonstration of good interpersonal relationships in the coordination of care with employees, clients and their families.
- Liaise with team with regards to schedule changes and solutions.
- Identify gaps and provide solutions to scheduling issues.
- Investigates and responds to employee or client complaints proactively. Treats all complaints as opportunities for improvement.

**Operational Efficiency**:

- Promote and strengthen the Bolton Clarke profile as a service provider of choice through relationship management of both internal and external stakeholders by demonstrating excellent customer service principles.
- Achieve tasks allocated with the operational plan and report outcomes.
- Attends management and leadership meetings as requested Bolton Clarke.
- Manages employee attendance and leave.
- Develop improved processes and procedures and collaborate with other teams across At Home Support.
- Providing training to staff on CRMs relevant to sites.

**Professional Development**
- Commits to ongoing self-education and professional development and attends development courses as directed.
- Participates in ongoing professional development in accordance with Bolton Clarke priorities.
- Participates in the review of the Team Leader, scheduler trial and suggests ongoing improvements.

**Qualifications and Experience**
- Qualifications in relevant customer service related discipline (welfare, administration, Cert IV etc.)
- Experience in a similar role.
- Understanding of medical terminology is desirable.
- Working knowledge of funding streams and the effect on scheduling visits.

**Essential Conditions**
- Federal Police Clearance must be attained and declaration made of any future charges or convictions that could potentially affect your role within Bolton Clarke.
- _This position description is not intended to be all-inclusive. This role may perform other related duties as required to meet the ongoing needs of the service and/or organisation. _

**Safety and Wellbeing**

It is a legislative requirement that all staff take appropriate responsibility in relation to safety and wellbeing in the workplace. Generally, you are required to maintain your awareness and understanding of your roles and responsibilities in this regard by referring to the Bolton Clarke WHS Roles and Responsibilities Guideline. Additionally, your obligations include:

- Take reasonable care not to place at risk the health and safety of anyone in the workplace;
- Ensure effective implementation and monitoring of Group work health and safety policies and guidelines;
- Ensure relevant work health and safety legislative requirements are being met and seek advice and support from appropriate sources if in doubt;
- Ensure all incidents including injuries, illness, hazards, near misses etc. are reported, investigated or risk assessed and that appropriate controls implemented;
- Ensure work areas have appropriate equipment and safe methods;
- Ensure appropriate service provisions