Client Services Manager

Client Services Manager – Aged Care Sector | 0.9 FTE | Workplace: On Site | Permanent Part Time | $55.72 per hour

What You'll Get in Return:

You'll work for a well-known and respected aged care provider in the South West, this role offers a competitive hourly rate and benefits package:

• A family-orientated organisation that values work-life balance.
• To foster a sense of pride and unity among our employees uniforms are provided.
• Work for an organisation that demonstrates true commitment to creating a positive and empowering culture.
• Our office locations have free onsite parking and are close to public transport.
• NFP salary packaging options – use some of your salary for everyday expenses before income tax; meaning you can increase your take-home pay
• Access to our Employee Assistance Program.
• Opportunities for professional development.
• On the job support from our Clinical Care Manager.

Plus:

Laundry Allowance.

Communications Allowance.

About Us

South West Community Care is a not-for-profit Organisation and Registered Charity local to the South West, providing aged care and in-home services to the local community. It is managed by a Chief Executive Officer (CEO) who is supported by a Chief Governance Officer and Management Team overseeing operations and supporting a team of over 120 employees and volunteers. The CEO, in conjunction with a volunteer Board of Management, sets the strategic direction for the organisation.

South West Community Care is managed locally and embraces the 'Wellness' Approach when delivering care to eligible older Australians in the Community approximately 1000 clients currently, providing services designed to maintain independence dignity and quality of life for our ageing community. These services are delivered by compassionate and caring staff working within the guidelines set out by the Aged Care Charter of Rights and Code of Conduct for Aged Care to deliver person centred care to optimise positive outcomes.

Our Culture

What makes working with us so special is our culture, one that embraces our client focus values (Integrity, Excellence, Compassion and One Team) and shared commitment to the development of high performing teams. We are proud to recruit, train and retain the most talented professionals in the South West, who share our client and safety focus (zero harm) approach. Our employees are at the core of what we do, and by cultivating the right environment and values, we have an engaged workforce with a sense of team spirit throughout our organisation.

Position Responsibilities

As the Client Services Manager you will be responsible for and assisting with:

Data Analysis

• Gather data from various sources, ensuring its quality and accuracy, and preparing it for analysis.
• Using statistical tools, visualisation techniques and data analytics to examine data to identify trends, patterns, and insights.
• Present findings in a clear and understandable manner, often through reports, dashboards, and visualisations.
• Providing data-driven insights to inform SWCC business decisions, improve strategies, and optimise scheduling and operations.
• Identify and address data-related issues, such as data quality problems or inconsistencies.
• Seek and investigate system enhancement opportunities.

Scheduling and Improvement

• Provide leadership to the scheduling team to ensure operational recourses are allocated efficiently to ensure consistent high quality client centered care.
• Ensure operational objectives and targets are met in line with expectations.
• Collaborate with Quality and Client Experience Manager to ensure care is client centered and meets compliance requirements.
• Interpret, review and troubleshoot trends which do not meet organisational targets.
• Exercise advanced problem-solving skills in service delivery and escalate to appropriate Manager where appropriate.
• Focus on building and maintaining strong client relationships, managing the scheduling process, and resolving inefficiencies identified in the service planning environment.
• As the expert in relation to the scheduling tools and techniques, this role will work towards improving productivity, work quality, and overall efficiency by planning and managing time, resources, and tasks.
• Undertake regular review and refinement of the scheduling process, based on feedback and performance data.
• Develop work practices and procedures ensuring compliance with relevant legislation, Awards, standards, and industry best practices.

Training and Development

• Involved in the formation of programs, coordinate programs for implementation to Schedulers to foster collaboration for contribution to continuous improvement of client experience.
• Work collaboratively across departments to foster and maintain our One Team Approach.

To thrive in this role you will have:

• Diploma of Leadership and Management or equivalent.
• Demonstrated ability to lead and work effectively in a team environment.
• Demonstrated high attention to detail and ability to prioritise and complete tasks efficiently to meet deadlines.
• Strong demonstrated experience in project management to achieve operational efficiencies and outcomes.
• Demonstrated capacity to analyse issues and identify root cause and develop innovative and practical solutions through a continuous improvement lense.
• Understanding statistical concepts, methods, and analysis techniques.
• Working knowledge of associated technologies, including Microsoft Office 365, Excel, SharePoint and database applications.
• Ability to communicate effectively, both written and oral, and the ability to communicate and consult with all levels.
• Ability to effectively convey findings and recommendations to both technical and non-technical audiences.

Office Base Location

Based at the Australind Office but will be required to work from other sites.

How to apply for this role

How to apply for this role - you will need to provide the following as attachments to your application:

• An up to date resume (4 pages maximum).
• Diploma of Leadership and Management or equivalent.
• A National Police Certificate that has been obtained within the last 6 months.

**IMPORTANT**

When you submit your application for this vacancy, you will be sent a system generated email requesting you to complete our screening questions (this email may go to your junk mail). The screening questions are an integral part of our recruitment process and your application will not progress if you do not submit your responses by the closing day and time.

CLOSING DATE: 9:00 am (Western Standard Time) on Thursday, 10 July 2025.

Applications received that do not meet the above requirements will not be considered for this position.

Contact

If you require any further information in relation to this role please contact Lauretta Ball, Clinical Care Manager, ***.

Our Recruitment Process

During our recruitment process, you will be required to undergo pre-employment checks including a minimum of two reference checks and a pre-employment medical assessment that will include a supervised drug and alcohol test.

You will need to provide a National Police Certificate, no older than 6 months, with your application to be considered for this vacancy.

We reserve the right to commence the recruitment process while the vacancy is open.

Recruitment Agencies or Third Party applications will not be considered.