Client Services Manager

Job Advertisement: Client Services Manager - NDIS

Location: Hampstead Gardens, South Australia

Position Type: Full-time

No. of Positions: 1

Start Date: Immediate Start available

Are you passionate about making a difference in the lives of individuals with disabilities? We are currently seeking a highly motivated and experienced Client Services Manager - NDIS to oversee and coordinate the delivery of high-quality support services to individuals living in SIL accommodations. The ideal candidate will play a crucial role in ensuring the well-being, independence, and satisfaction of residents while adhering to relevant standards and regulations.

About Us:

My Support My Way is a registered NDIS service provider in South Australia. MSMW provides support to the individuals those who have multiple disability (Mental Health/ Challenging behavior/ emotional regulation in common).

Our clients also benefit from our mature approach to disability service provision through our Quality and Safeguarding Team which is responsible for driving a culture of industry best practice and compliance within the organisation, setting us apart from our competitors. The team provides specialist NDIS, psychological and legal compliance advice and support to our staff, managers, team leaders and support workers, ensuring that our clients best interest are at the centre of everything we do at all times and our service delivery is of the highest standards.

Our highly trained, person-centered team is equipped with the necessary resources to fulfill our client's needs seamlessly. From the initial onboarding process to the delivery of our services, clients have a designated point of contact, ensuring continuity and personalised assistance at every step.

We deliver these services with knowledge, experience, diligence and enthusiasm. Services include:

· Supported Independent Living

· In-home Support

· Behaviour Support

· Short Term and Medium-Term Accommodation

· Lifestyle and community Participation programs

Our Values

Everything we do at MSMW is underpinned by our values. These are:

v  Integrity

v  Growth

v  Respect

v  Excellence

About the Role

As the Client Services Manager - NDIS, you will lead and oversee the delivery of high-quality, person-centred services to NDIS participants. You'll manage a team of support coordinators, care workers, and other service staff, ensuring compliance with NDIS Quality and Safeguards, and supporting clients to achieve their goals.

Key Roles and Responsibilities:

1. Client Relationship Management:

· Building and maintaining strong relationships with clients, their families, and other stakeholders, including support coordinators and plan managers

1. Service Delivery:

· Overseeing the delivery of NDIS-funded supports and services, ensuring they meet client needs and NDIS standards

· Ensure staff follow their position descriptions, qualifications, and the NDIS Code of Conduct

· Monitor staff performance, attendance, and ethics, and address concerns with the Service

Manager

1. Participant Support & Advocacy:

· Support participants to achieve their goals and maintain their independence

· Ensure each participant has a current Individual Plan (IP) that aligns with their needs and aspirations

· Advocate for participants' rights and ensure their voices are heard in decision-making. Facilitate participation in community activities and social connections.

1. Compliance & Risk Management:

· Conduct regular audits of staff and property to ensure compliance with NDIS Quality and Safety Standards

· Oversee incident management processes and report any non-compliance or issues to the

management

· Ensure staff work within their scope of competency and position descriptions.

 Address complaints, incidents, and feedback promptly and maintain accurate records.

1. Manage Day to day Operations:

· Oversee day-to-day business operations

· Conduct regular property inspections and report maintenance needs

· Ensure participants are involved in managing their living environment where possible

1. Communication & Reporting:

· Maintain clear communication with participants, staff, and stakeholders

· Submit regular reports, including participant progress updates and property audit findings

· Participate in team meetings and ensure staff attend scheduled supervisions

1. Training & Development

· Identify training and skill development needs for staff and arrange relevant professional

· Stay informed about industry trends, best practices, and relevant legislative changes

· Participate in ongoing professional development opportunities to enhance managerial skills

8. Service Coordination:

• Oversee the implementation of support plans, ensuring the delivery of services that promote residents' independence and community inclusion

• Coordinate and monitor daily living activities, including personal care, meal planning, and recreational activities

• Compliance and Documentation:

• Ensure all SIL services comply with relevant regulations, including the National Disability Insurance Scheme (NDIS) standards

• Maintain accurate and up-to-date documentation, including resident records, incident reports, and service delivery plans

• Communication & Collaboration:

• Foster effective communication with residents, their families, and support networks.

• Collaborate with external stakeholders, including health professionals and NDIS representatives

11. Quality Assurance:

• Implement quality assurance measures to continuously improve service delivery and resident outcomes.
• Participate in internal and external audits to maintain high standards of care

12. Budget Management:

• Manage the budget for the SIL program, ensuring efficient use of resources and financial sustainability

• Client Assessment and Planning:

· Conduct comprehensive assessments of residents' needs, preferences, and goals

· Collaborate with residents, their support networks, and relevant professionals to develop personalized support plans

Essential Qualifications & Skills:

· Proven experience working in the NDIS sector, with a solid understanding of NDIS funding, planning, and service delivery models

· Extensive networks and relationships with support coordinators, clients, providers, and other industry stakeholders

· Self-starter who likes to leave things better than the way you find them

· Excellent communication and negotiation skills

· Highly organised with exceptional attention to detail and the ability to manage multiple priorities

· Demonstrated experience in managing Supported Independent Living services

· Knowledge of NDIS regulations and standards

· Strong People and Interpersonal skills

· Ability to make sound decisions in a fast-paced environment

· Commitment to upholding ethical standards and promoting a person-centred approach

· Strong understanding of challenging behaviors and behavior support plans

· Excellent communication, problem-solving, and interpersonal skills

· A compassionate, empathetic, and person-centered approach to support

· Valid Australian Driver's license and reliable transport

· Current NDIS Worker Screening Check and National Police Check

· Current Working with Children Check

Desirable:

• Strong Leadership & Team Management Skills
• Knowledge of Positive Behavior Support (PBS) principles
• Experience working in a community-based or residential support setting
• Ability to engage meaningfully with clients to support their independence and well-being

What We Offer:

• Competitive Salary with the flexibility to suit your schedule
• A supportive and collaborative work environment
• The opportunity to work closely with a dedicated team of professionals in the disability support sector
• The chance to make a real difference in the lives of individuals with disabilities

If you are passionate about making a positive impact and have the skills and experience to excel in this role, we encourage you to apply. Join us in empowering individuals with complex disabilities to live their best lives. Apply now

How to Apply:

Please send your resume and a brief cover letter addressing your relevant experience and why you are interested in the position to

We are an equal-opportunity employer and encourage applicants from all backgrounds to apply