Client Services Manager

**THE ORGANISATION**

Permalink Support Services is a registered National Disability Insurance Scheme (NDIS) Provider, that offers Homecare & Community Care services, Coordination, Therapy, Housing, Supported Independent Living and Job Active Programs, to people with a disability.

Servicing all regions of Metropolitan Melbourne, Permalink is rapidly growing and expanding its care services with more than 500 Support Workers & Clients to date.

**The Role**

The Client Services Manager is one of the highest-ranking executives at Permalink Support Services, and their primary responsibilities includes client intake, management, business development, providing conflict resolution services, and acting as the main point of communication between the client, support coordinator/stakeholders with our administration teams.

The role is being offered as an ongoing 38hrs/week, contract leading to full - time, Monday - Friday 9am - 5pm.

**Benefits & Culture**
- Working in an environment with defined management structures and processes, where Client Service Management is a highly valued team member
- Employee allowances
- Monthly employee events, functions, and activities
- Long Service Leave
- Employee Assistance Program
- You will have the ability to have a broad remit and be influential across the organisation.
- Variety of learning and professional development opportunities
- Opportunity to transition into a Full - time role after 6 months of continuous performance

**POSITION RESPONSIBILITIES**:

- Responsible for initiating client intake, setup of care plans and providing a service agreement
- Seeking an Individual to adapt at cultivating new networks and fostering meaningful connections to drive client acquisition
- Responsible for ongoing allocated client management as per KPI
- Creating, communicating, and implementing the organisation’s vision, mission, and overall policy direction - i.e., leading the development and implementation of the overall organisation’s persons centred planning processes.
- Attend to high profile clients and severe complex cases
- Responsible for client incident management
- Responsible to attend client care team meetings
- Responsible for communications for any risk concerns between client, support worker and allocations team
- Responsible for updating client care plan, NDIS plan and service agreement documents on behalf of the company
- Evaluates the success of the organisation
- Assessing and creating services for customers in a timely and accurate manner to maximize financial viability for clients and the organisation.
- Conducting information sessions, networking, and other forms of contact to educate potential clients on the service offering and generate new business opportunities.
- Model and lead the required work environment, culture, systems and processes necessary to embed standards, behaviours and practices consistent with the values, work health and safety, policy & legislative requirements and pillars of practice
- Lead to achieve key performance indicators as part of the business plan and support our team to achieve desired business outcomes and other organisational initiatives whilst demonstrating Permalink’s values.
- Provide strong leadership and direction for staff within the department, ensuring a high level of service delivery, professional development, and workplace culture.
- Manage the delivery of services through Client Services teams and ensure each service area complies with corporate policies & processes, the Strategic Plan, business plan and the relevant statutory regulations, funding agreements and accreditation standards
- Carry out delegated duties for authorising and reviewing business decisions, resolving complex issues, and managing risks
- Work with the State/Territory Director and relevant internal stakeholders to:

- Ensure quality in service delivery to clients
- Monitor, review and manage operational and administrative systems and procedures to support the effective delivery of programs
- Define, support and implement strategic projects to improve client outcomes and service delivery of Permalink’s programs and services
- Ensuring scheduled visits and client records accurately reflect required and appropriate client services; and
- Holistic assessment of the non-clinical needs of clients including physical, social, emotional, safety, financial and support system

**SELECTION CRITERIA**
- Minimum of 3 years of experience as a Client Services Manager, Case Manager, Support Coordinator or similar position. This experience should encompass comprehensive client relationship management, effective communication skills, and a demonstrated ability to meet and exceed client expectations.
- Tertiary or diploma qualifications in in a Health or Human Service-related field
- Customer service skills and problem - solving capability, particularly in customer relations and building organisational capability applied within a disability and National Insuran