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Relationship Partner Lead

2 weeks ago

Ballarat, Australia Melba Support Services Full time

**Working at Melba Support Services (Melba)**
- We support people with disability to live the life they want.
- We have a Zero Tolerance approach to violence, abuse, neglect, and exploitation.
- Every member of the Melba community is committed to The Melba Way Charter, our vision, purpose and values.
- Melba aims to create welcoming and respectful workplaces that promote inclusive and collaborative working relationships.

**About Melba**

For over 50 years Melba Support Services has been providing services to people with disability. We are a registered provider who focus on supporting people to dream big, embrace life and do what they choose and value.

Our commitment to human rights for all people living with disability underpins everything we do. We support people to achieve the goals they choose and live the life that they want, the person comes first

Melba won the 2023 National Disability Award for Excellence in Service Quality.

**What is the Melba Way?**

Melba's approach is built on a human rights values-based framework. Our purpose is to open up a world of opportunities for people to live a fabulous life. The Melba Way' is how we go about doing this.

Each person is individual and unique.

The Melba Way honours and sustains this by creating, maintaining, and refining individualised person-led service, minute by minute, hour by hour and day by day.

We do this one person at a time.

Department Purpose

The Enquiry, Engagement & Planning function works to ensure a 'best in class’ experience for all engaging with Melba. People Supported, their families and nominees will benefit from a personalised journey facilitated by a dedicated Relationship Partner responsible for understanding a person’s needs, facilitating access to required service and supports to meet their needs, and providing ongoing assistance to ensure these services and supports keep in step with new requirements and preferences.

**Position Purpose**

To lead a team of Relationship Partners in the Engagement, Planning and Enquiry function. To deliver a high level of quality enquiry, engagement and planning services to people with disabilities.

**What you’ll be doing (Key accountabilities)**
- Mentor, coach, and coordinate the Relationship Partners and Assistant Relationship Partners.
- Manage delivery of support services, focusing on strengthening people supported’s ability to design and build their supports, and linking broader support systems.
- Focus on supporting the person supported to direct their lives, understanding their funding, identifying their expectations from services, and designing services according to their preferences.
- Coach the person and work with them to develop capacity and resilience within their network.
- Assist the person in building and maintaining a resilient network of formal and informal supports.
- Develop the capacity for the person to implement and manage their supports and network more independently over time.
- Support the person in enacting their choice and control.
- Respond to enquiries from people with disabilities, their nominees/representatives, and families about services that meet their identified needs and goals.
- Ensure that in delivering services, Melba and its staff respect and safeguard individuals’ human rights at all times.
- Build relationships and partnerships with organisations that assist in creating opportunities for participants who purchase support coordination services from Melba.
- Ensure a coordinated response to learnings from incident reports, complaints, and/or quality of care reports.
- Adhere to legislation, program guidelines, and accreditation standards, ensuring accurate data management, compliance with policies and procedures.
- Contribute to continuous improvement initiatives by meeting targets and key performance indicators, working within quality frameworks, and attending relevant meetings.
- Uphold human rights and ensure a safe working environment for all stakeholders, sharing effective practices to build a strong health and wellbeing culture.
- Undertake any other additional responsibilities as directed by your manager.

**Your Background (Skills and attributes)**
- Demonstrate coordination, mentoring and coaching skills.
- Excellent service delivery skills.
- Demonstrated commitment to service excellence and human rights.
- Strong interpersonal skills and ability to form effective working relationships with colleagues, management, families, and external bodies.
- Effective communication skills (language and literacy) with a demonstrated ability to maintain accurate and legible records.
- A strong understanding of when and how to engage allied health or other professional expertise to ensure the health and well-being of the person supported.
- The ability to adopt communication techniques that respond to the unique needs of each person.
- High attention to detail, ability to prioritise tasks, meet deadlines, and work effectively both independently and as par