Administration and Service Delivery Officer

_**Are you seeking to be a part of values-based organisation where you can grow your skill set and career experience, whilst working within an innovative and engaging environment that consistently strives towards exceptional service delivery?**_

**About Us**:
Primacy Care Australia is committed to providing top-tier mental health support services. We are currently seeking a Service Delivery Officer who can bring their industry experience and qualifications to join our team. In this pivotal role, you will play a critical part in ensuring the delivery of high-quality support services to our participants, empowering them to enhance their capacity and well-being.

**About the role**:
As a Service Delivery Officer at Primacy Care Australia, the role will be instrumental in supporting Primacy Care’s NDIS participant’s and Mental Health Key Workers/Support Workers and as such, your key responsibilities will be divided into two different areas.

You will take on the responsibility of to delivering exceptional support services to our participants in a collaborative approach with our other officers and rostering officer. The role includes the delegated responsibility of supervising a team of key workers and the quality of their service provision to ensure it meets organizational standards. Your role will involve monitoring, maintaining, and nurturing a culture of quality and safeguarding within our organization.

**Key Responsibilities**:

- Participant Support_:

- Building and maintaining strong relationships with our participants and their support networks.
- Adaptive communication skills to meet the diverse needs of each participant.
- Implementing and upholding professional boundaries.
- Collaborating with all applicable internal teams.
- Document Management, including Support Plans and Risk Management documentation.
- Acting as a communication support point for participants during crises and connecting them to relevant support services.
- Collaborating effectively with external stakeholders.
- Implementing person-centred support aligning with individual participant's NDIS goals and capacity building.
- Addressing and resolving all participant complaints and feedback.
- Monitoring and adjusting Rosters of Care in coordination with our Rostering Officer.
- Ensuring all agreed service hours are completed by Mental Health Key Workers according to our participant's Service Agreement.
- Ensuring continuity of support when a participant's funding is nearing expiration.
- Mental Health Key Worker Support_:

- Serving as the primary contact point for workers in your allocated area concerning service delivery and scheduling.
- Conducting monthly maintenance meetings with workers and provide training for minor aspects of their positions, including escalating underperformance where necessary.
- Working with the Rostering Officer to resolve reallocations and shift coverage requirements.
- Monitoring our Client Management System by ensuring key workers complete all allocated shifts, including assisting with processing weekly timesheets to meet our payroll schedule.
- Proactively planning participant schedules and ensuring continuity of support with our Rostering Officer when shifts need to be replaced/covered in applicable area.
- Reviewing and assessing all submitted care notes from workers regularly.
- Developing professional relationships where external stakeholders.
- Collaborating closely within the Service Delivery Team to achieve team KPIs, goals, and overall positive outcomes.

**What you will bring to the role**:

- Ability to manage multiple tasks efficiently.
- Strong organization and communication skills.
- Previous experience in a similar role.
- Proficiency in MS Office Suite and Customer Relationship Management systems.
- Strong, professional verbal and written communication skills
- Related Industry qualification/certification (Certificate IV and above)

**What do Primacy Care Offer**:

- Career progression
- Professional Development training
- Employee Assistance Program (EAP)
- KPI Reward and Recognition Program

**Salary**: $60,000.00 - $66,000.00 per year

Schedule:

- 8 hour shift

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Cranbourne, VIC: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Do you have experience preparing work rosters?
- Do you have customer service experience?
- Have you completed a qualification in disability?
- How many years' experience do you have as a Service Delivery Officer?

Work Authorisation:

- Australia (required)

Work Location: In person