Service Delivery Manager

2 weeks ago

Sunshine Coast, Australia Arthur Care Full time $90,000 - $120,000 per year

Qualifications & experience

  • Relevant tertiary qualification in Nursing, Mental Health, Community Services or related field. Minimum 2 years industry experience would be desirable.

  • Strong business acumen, excellent communication and negotiation skills, and the ability to build relationships with diverse stakeholders.

  • High level of interpersonal skills including the ability to develop and maintain relationships with staff and customers.

  • Extensive knowledge of the National Disability Insurance Scheme (NDIS) framework and regulations.

  • Demonstrated track record in customer service and experience working with a customer at the focus of everything we do.

  • Experience in implementing policies and procedures in a client-focused approach.

Tasks & responsibilities

  • Provide senior-level and direct service delivery support and guidance related to Arthur Care services, including the National Disability Insurance Scheme (NDIS), the National Injury Insurance Scheme Queensland (NIISQ) services and the Department of Veterans' Affairs (DVA)

  • Lead a team of service delivery staff providing guidance to ensure the smooth and operative delivery support to those that are eligible for the NIISQ services to ensure that participants receive the necessary care, rehabilitation, and support they require following a catastrophic injury.

  • Develop and implement strategies to acquire new clients within the NDIS, DVA and NIISQ referral streams. This includes networking, building relationships with key stakeholders, attending industry events and conducting marketing activities.

  • Serve as the key liaison between Arthur Care and external stakeholders. Build and maintain relationships with these key stakeholders, including NDIS, DVA and NIISQ participants, disability service providers, and government agencies, to understand their needs.

  • Direct and mentor the Service Delivery Officer, SIL Coordinators, and other support staff to achieve and deliver a high standard service to all customers. This includes conducting performance evaluations, training and maintaining a positive work environment.

  • Lead and deliver NDIS, DVA and NIISQ-related activities including the management of quotes, service agreements and bookings, as well as monitoring the portal management.

  • Responsible for managing and resolving client complaints as required to provide efficient customer service to increase customer satisfaction and customer loyalty.

  • Recruit, train and supervise nursing staff, ensuring they are equipped to provide exceptional care and support for clients.

  • Responsible for establishing and maintaining quality assurance processes to ensure that service delivery meets the highest standards, including developing performance measures, conducting audits, and implementing continuous improvement initiatives.

  • Comply with Arthur Care organisational policies and procedures, relevant to this position, which include WHS and quality, and is in alignment with the NDIS Safeguarding Commission and NIISQ Act and Regulations.

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