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Client Outcomes Lead

3 weeks ago

Glen Iris, Australia Hearth Support Services Full time

**About the role**:
The Outcomes Lead will support the Client Outcomes Manager in the oversight and operational requirements of the client services team. The role is responsible for leading the day to day running of their direct reports and other client services roles where required, ensuring smooth service delivery and providing supervision & support.

The Outcomes Lead will manage a quarter of a case load including leave management of team and the management of other caseloads when required. Responsible for guiding the participant from initial set up, facilitating support worker matching and ongoing management for the participant relationship with Hearth Support Services.

You will be accountable for leading and supporting the Support Worker team to deliver quality, person centred and client focused outcomes. Additionally, mentoring, coaching, and developing the broader Relationship Manager team.

**Responsibilities will include**:

- Contribute to the strategic direction for the Relationship Management operational function including establishing a best practice framework
- Foster and continuously develop positive and supportive relationships with participant families to fully understand the participant and their needs.
- Coordinate timely responses to ensure participant requests and feedback are managed appropriately, within time and budget.
- Develop and maintain positive relationships with key external disability service providers and stakeholders (i.e., Support coordinators, educators & care team)
- Oversee and ensure support worker wellbeing, training, performance development and opportunities for career growth.
- Ensure high quality service and support is delivered to participants that complies with Hearth’s Participant Service and NDIS quality standards and legislative requirements
- Determine participant requirements through initial meeting, guided development of the care plan, facilitate care team meetings, conduct quarterly review and contribute to NDIS plan reviews
- Caseload management of direct reports and team, including intake management.
- Lead, coach, develop and support your team to provide responsive, person centered support that enables participants to progress toward their individualised NDIS plan goals
- Work closely with the Intake Team to assess and progress new referrals.
- Ensure participant requirements from the initial meeting, the guided development of the care plan, care team meetings, quarterly reviews, reflective practice sessions and contribute to NDIS plan reviews when required.
- Ensure all documentation is maintained and updated as required (ie Service Agreements, Management Plans, Behaviour & Medication plans & High Intensity Supports documentation)
- Case notes and client reviews that reflect goal planning in line with the participants NDIS plan are documented (including engagement with support coordinators & other external support providers ie: Allied Health professionals)

**Requirements**:

- 15+ years leadership/management experience in the disability sector, including developing great relationships, managing a service delivery team
- Qualification in Disabilities, Community Services or related discipline
- Extensive experience in person-centred disability support services and plan principles
- Strong understanding of disability sector regulatory, legislative, quality & compliance standards and policy and procedures
- High level decision making and problem-solving skills
- Excellent interpersonal, and communication skills

Having the right people in our team is important to us. Before joining our team, we’ll undertake pre-employment checks including references, NDIS Screening Check, Working With Children Check, and proof of qualifications/licences.

**Benefits**
- Person Centred Organisation
- Join a rapidly growing team with a warm and supportive culture.
- Flexible working and hybrid working option available, working locations to be based out of our Glen Iris 3146 and Coburg 3058 Office.
- Travel compensation, work laptop, and mobile phone provided.
- Comprehensive Employee Assistance Program