Case Manager

We are actively seeking a Home Care Case Manager on a full-time basis in our Warrnambool or Portland office.

Role Description

The Case Manager is accountable for the delivery of safe, person-centered and enablement-focused care from intake through to client discharge. The Case Manager is responsible for managing a cohort of Home Care Package clients, delivering individualised care, and maximizing package funding to enhance client health outcomes and well-being aligned to care plans.

As a Case Manager for Home Care, you will play a pivotal role as the primary contact for clients and deliver exceptional support, guidance, and advocacy to all new prospects, clients, families, and advocates. Duties include client onboarding, assessing, planning, implementing, monitoring, and evaluating actions required to meet the client's health needs. Oversight of client services to ensure delivery is in accordance with the organisational values, policies, and procedures, within budget and accreditation standards, compliance, and legislation.

Qualifications and Experience

Essential:

• Experience in case management/the provision of aged care and/or home care or related discipline, typically 3 years+
• Sound knowledge of Home Care and/or Aged Care industry including exposure to the Aged Care Quality Code of Conduct, Aged Care Standards & accreditation process
• Strong communication skills, demonstrated ability to build rapport with internal and external stakeholders
• Client-centric approach and willingness to advocate on behalf of clients
• Proven ability to work independently, make sound judgements, and prioritise tasks in a fast-paced environment
• Experience in budgeting and funds management
• Demonstrated understanding of risk management protocols, covering hazard identification and incident management
• Proficient computer and information management skills
• Ability to problem-solve and resolve conflict
• Current National Police Certificate (or ability to acquire)
• Current driver's license

Desirable:

• Certificate 4 in Home & Community Care or Aged Care
• Bachelor's Degree (Desirable - Registered Nurse)
• Exposure to workforce planning & scheduling principles

Key Duties and Responsibilities

Intake & Onboarding

• Acceptance of face to face meetings from Client Intake/sales team within SLA for any new prospect
• Facilitation of initial prospect and sign up meetings ensuring superior industry knowledge, promotion of Respect Home Care services and offerings aiming to drive high conversion rates
• Coordination of client contract signing, documentation and finalisation of the onboarding process in collaboration with Client Intake/Sales and Senior Accounts Officer
• Ensure a seamless transition from sales intake to the commencement of care establishing trust and creditability

Case Management & Client Care

• Responsible for maintaining HCP case load in line with industry benchmark
• Conduct comprehensive assessments of clients' medical, social, physical, emotional and environment needs
• Develop individualised goals and care plans based on initial assessment in collaboration with clients, families and healthcare partners - extends to referral for internal clinical assessments
• Monitor and be responsive to all changes in clients requirements, according to agreed expectations providing prompt updates, feedback and documentation to relevant stakeholders
• Determine clients' support requirements and work with scheduling team to establish quality workforce planning for optimal and consistent schedules for our clients
• Identify and address the need for timely referrals to meet client needs, goals and preferences, respecting client choice and dignity of risk
• Reassessments initiated at minimum every six months, post hospitalisation or change in health condition
• Proactive identification of high risk, high-prevalence clients, contributing to associated case conferences and fortnightly high risk forum
• Whilst assessing client's needs, facilitate referral for the provision of external health services such as Allied Health services e;g - OT, Physio, equipment as required by the client in line with HCP Manual Guidelines
• Liaise with and develop positive working relationships with other health professionals and agencies in the area, participating in relevant forums and meetings

Budget & HCP Funds Management

• Ensure that annualised HCP budgets are forecasted accurately to ensure funding is maximised for optimal service experience and health outcomes
• Identify and recommend contingency planning as required
• Prompt re-forecasting and revised budgets in line with reassessments, new care plans and/or health conditions
• Adhere to HCP Manual Guidelines for both internal and external expenditure
• Utilise Respect External Expenditure form for governance associated to external purchases inline with delegation authorities
• Collaboration with Home Care Senior Accounts Officer to ensure the accuracy of budget management, statements and invoices

Duty of Care

• Adhering to policies, procedures, and professional standards, including the Aged Care Quality Standards the Aged Care Quality Code of Conduct and Standards, the Home Care Packages Program
• Respond promptly and appropriately to client deterioration
• Act, report, and document hazards, incidents or SIRs as per Respect Incident Management policies and procedures and Home Care Package Guidelines
• Advocate for the rights and well-being of clients, ensuring that their dignity of risks is managed appropriately
• Ensure client experience and satisfaction, focused on prompt complaint resolution, open disclosure and minimise voluntary client churn
• Contribute to continuous improvement initiatives and safety culture, facilitate and participate in client conferences
• Other duties as required including participation and allocation to the 'on call' roster for after-hours coverage

Professional Development

• Be committed to their continued professional development
• Is open to and responds to feedback in a constructive manner
• Participates in the performance review process as required
• Attends all meetings and training as required
• Identifies and undertakes education, training, and development opportunities
• Develops and maintains knowledge of home care industry developments, issues, standards, and services

Performance Outcomes

• Evidence in clients records of accurate assessment and care planning which reflect contemporary best practice- 100%
• Evidence of accurate, up to date client care plans and evaluation of care plans in partnership with clients/representatives.- 100%
• All feedback is reviewed and actioned within organisational timelines- 100%
• All regulatory and reporting requirements are met- 100%
• Complaints/disputes are responded to/resolved in a timely way in line with organisational policies and procedures.- 100%

Mission, Vision and Values

It is a condition of employment that each employee will, at all times, uphold our organisation's mission, vision and values:

• Mission
  : To care for the elderly in our communities in an environment of respect, value and belonging.
• Vision
  : A world where the elderly feel respected, valued and enjoy a quality of life.
• Values
  :
  Respect
  : Treat all people with fairness and dignity.
  Care
  : Look after and protect the elderly, and each other.
  Teamwork
  : Encourage, cooperate and build trust.
  Courage
  : Do the right thing, even when it's difficult.
  Integrity
  : Be open, honest and trustworthy.
  Innovation
  : Think differently to solve problems.
  Excellence
  : Drive quality to continuously improve.