Community Engagement Manager

THE ROLE

The Community Relations Manager is a customer-focused role that has responsibility for referral and intake management, for all of LEC services within their portfolio and works as a critical interface between the organisation and the customer. New customer acquisition and customer lead conversion is key to the success of this role, as is ensuring a high level of quality customer service is delivered throughout a customer's journey of service, whilst having a focus on facilitating organic growth.

This is an office-based part-time role, working three days a week, with the option to transition to full-time in the future.

KEY OUTCOME AREAS

Main Functions

o    Using a self-directed/person-centred approach, communicate with customers and families effectively identify their goals and need for support.

o    Provide customers and families with information on all of the LEC services that can be provided to them;

o    Assist customers and families to liaise with National Disability Insurance Scheme/Western Australian National Disability Insurance Scheme (NDIS/WA NDIS) regarding changes in circumstances or supports identified in the NDIS/WA NDIS plan.

o    Develop and maintain a diverse and up to date knowledge of all of LEC services.

o    Liaise with appropriate internal Divisions(s) and personnel, regarding the availability of services and effective referral management.

o    Work closely with administration staff to ensure administrative functions associated with intake are completed in a timely and professional manner;

o    Monitor that customers are satisfied and that retention is maximised.

o    Suggest strategies and activity that work towards achieving customer growth and satisfaction levels and;

o    Ensure that KPI's and service level agreements are adhered to and achieved.

o    Develop effective marketing campaigns to fill out vacancies.

o    Create mail outs to industry peers and relevant stakeholders.

o    Manage LEC social media campaigns.

Relationship Management

o    Establish a strong working relationship with the customer and family to understand their personal needs and preferences and to inform service choice.

o    Ensure the customer and family have active input into service planning;

o    Build strategic relationships with internal and external stakeholders, including NDIA, Local Coordinators, Service Providers, Hospitals, Schools, and other referral pathways;

o    Build strong internal relationships across all operating divisions within LEC with a particular emphasis on optimal communication techniques; and

o    Work collaboratively as a team with other Local Engagement staff and Divisions to ensure consistency, innovation, and problem solving in all service areas.

Administration

o    Provide reports and gather information as required.

o    Update and ensure all client-related information is accurate; and

o    Keep records of customer conversion rates and customer lead generation statistics.

Other Duties

o    Undertakes other duties as required.

o    Adheres to all LEC policies and procedures.

SELECTION CRITERIA

Essential

Case Management Experience

o    Demonstrated experience in a human services role working alongside individuals and families to connect with formal and/or informal supports.

Assessment and Support Planning

o    Have good analytical and problem-solving skills with the ability to understand what is essential to the customer and how both LEC services and other community-based services can support them.

Teamwork

o    Demonstrated experience in working within a geographically dispersed team environment with the ability to be flexible and work with limited supervision within tight timeframes.

Communication and Values

o   Advanced communication skills with demonstrated ability to relate with customers and families on an individual level whilst displaying behaviours, attitudes, and values congruent with the organisation's expressed values.

Innovative Thinker and Multitasker

o    Demonstrated experience in ensuring that effective time management is exercised, whilst having strong planning and organisational skills—ability to think innovatively and contribute to continuous improvement.

Relationship Management

o    Demonstrated experience in building strategic relationships with stakeholders, both internal and external to the organisation.

Computer Knowledge

o    Advance computer skills and experience in using Microsoft Office (Word, Excel, PowerPoint and Outlook). Proficient in CRM (Customer Relationship Management System) and database management

Marketing

o    Advance computer skills and experience in creating marketing advertisements and mail-outs for social media campaigns.

Desirable

National Standards for Disability Services

o    Demonstrated understanding of and commitment to the principles of the National Standards for Disability Services and their service outcomes, the philosophy of Community Inclusion and the practice of actively supporting people with disabilities to achieve their goals.

Experience in the Disability sector

o    Experience in working in the disability sector and/or comprehensive understanding of current issues impacting on the disability sector.

Individualised services

o    Have an understanding of the principles of individualised services whilst providing a service consistent with these principles.

Tertiary Qualification

Disability, Social, Health, Behavioural and/or Sciences qualifications or relevant experience.

National Standards for Disability Services

o    Demonstrated understanding of and commitment to the principles of the National Standards for Disability Services and their service outcomes, the philosophy of Community Inclusion and the practice of actively supporting people with disabilities to achieve their goals.

Employment Requirements

National Police Certificate

Written consent and 100 points of identification to enable LEC to obtain a compulsory National Police Certificate on your behalf.

Current and valid 'C' class drivers licence. Working with Children Check.