Service Coordination Officer

About the Role

To ensure person centred, timely, high quality and cost-effective services are coordinated and provided to meet participant's/worker's needs and scheme objectives.

In the role you will be able to handle sensitive conversations in supporting participants/workers with their routine support needs. You will understand how disability impacts on daily living and identify when the individual would benefit from services or supports.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• 17.5% annual leave loading
• icare day – access to an extra day's leave
• Comprehensive learning and development support aligned to icare's Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It's an exciting time at icare where no two days are the same; as a Service Coordination Officer you will:

• Monitor and manage a caseload of lower complexity/activity participants/workers to ensure appropriate services are sourced, participant's needs are reviewed and addressed in line with the Lifetime Care Guidelines or Workers Compensation Legislation
• Manage service approvals and payments for participants/workers in accordance with agreed needs, assessments and plans through the online case management and financial management system.
• Use a person-centred approach to assist in identifying and reviewing the needs of participants/workers across the later phases of recovery and community participation.
• Facilitate supports to enhance each participants'/workers' capacity to achieve their desired goals.
• Work collaboratively with external case managers, health professionals and other key stakeholders to coordinate the most effective options to meet the treatment, care and support needs of the participant/worker.
• Apply critical reasoning and thinking within a decision-making framework regarding approving recommendations and funding for reasonable and necessary/reasonably necessary treatment, care and support within agreed functional delegations.
• Adhere to the KPI's that monitor and measure key areas of the role.
• Keep abreast of and understand the legislative framework and Guidelines and how these contribute and impact the decision-making framework.
• Work collaboratively with all teams across Lifetime Schemes, in the management of disputes and complaints and have an awareness of continuous improvement systems to drive quality and consistency in decision making
• Identify and participate in own professional development opportunities to build skills and knowledge regarding severe injury management.

Skills & Experience

• Experience in the health or disability sector, or, experience in injury or illness case management, or, completion, or near completion of an allied health or disability tertiary qualification
• Knowledge of a person centred approach to service delivery
• An understanding of the needs and perspectives of people with disabilities.
• An ability to understand and interpret critical information to inform decision making.
• Good communication skills – ability to build rapport and communicate, create and nurture effective working relationships with all stakeholders.
• Ability to set clear expectations and engage in difficult conversations in a simple and empathetic manner.
• Ability to travel within NSW and possibly interstate depending on the Region.
• A current driver's licence.
• Community networks in the health/disability sector.
• Experience or knowledge of working with people with brain and/or spinal cord injuries.
• Experience and understanding of Workers Compensation insurance.
• Experience (typically in the order of two years) in coordinating multiple stakeholders supporting people and their families experiencing injuries and or significant and disabilities. This experience may have been gained through employment and/or studies.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.

• For more information about icare visit our website

• icare operates a direct sourcing model so no agency introductions will be accepted

• We are a Circle Back Initiative Employer – we commit to respond to every applicant

• A talent pool may be created through this recruitment process.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.