Client Case Coordinator

Our passion is people, both the participants and the people that support them. It is our goal to support our participants needs, aspirations and individual preferences, while ensuring choice and control is maintained within their lives.

In this key role of **Client Case Coordinator**, you will work collaboratively with NDIS participants, primary service providers, and other key stakeholders to develop, promote, and maintain the provision of appropriate supports and interventions for people with disability. As the **Client Case Coordinator**, you will connect participants to a range of quality providers, community, mainstream and other services that provide dignified access and support, facilitating networking and service collaboration.

Under the direction and guidance of Service and Operations Manager, this role is responsible for ensuring a responsive service delivery that reflects NDIS practice standards, contemporary service principles and exceptional care.

**Core responsibilities of the Client Case Coordinator role include**:

- Hold an understanding of a National Disability Insurance Scheme (NDIS)
- Comply with Scope of Practice, Policies and Procedures, Quality Work Practice, all relevant Legislative, Regulatory, and Legal Requirements including the Human Rights Act 1986 and uphold the United Nations Convention on the Rights of Persons with Disabilities.
- Contributing to the development and growth of Aaquila Care, and identifying and developing ongoing, collaborative relationships with sector and community service networks.
- Overseeing the quality of Aaquila Care support service to individual NDIS participants and caseload.
- Consulting with participants, Service and Operations Manager and where appropriate their representative/s, other stakeholders and Aaquila Care in the development of participant service agreements and support plans.
- Network and liaise with support coordinators and other providers
- Provide ongoing client support and service quality feedback.
- Provide timely solutions to participant queries and complaints.
- Perform high quality administrative duties in a high-volume environment.
- Proactively participate in and assist the team and management.
- Develop and maintain close relationships with internal and external key stakeholders.
- Work with and report to Management.
- Work in a team and independently and be able to use your discretion.
- Committed to recognising the person before the disability or diagnoses including social and society awareness of disability.
- Assist in the development, implementation, and review of individual programs.
- Able to cope with the physical demands of the position.
- Attend training and development programs as required.
- Fulfil operational requirements as per operational need such a but not limited to different work location, time, duties, tasks.
- Ability to build and maintain rapport with a diverse range of participants and stakeholders, including people living with a disability, cultural diversity and language other than English, and be able to adjust ways of working to support best-practice inclusion and accessibility highly organised with the ability to juggle multiple demands.

**Essential requirements of the Client Case Coordinator role include**:
The following required knowledge and experience demonstrates quality to perform this

position:

- Min. Diploma in Community Service
- Current NDIS Worker screening check and orientation Module Certificate
- Current Drivers Licence, WWCC
- Must hold or be eligible to obtain Criminal History Check
- Ensure services and support are provided in a way that is consistent with but not limited to the principles and objectives of the Human Right Act 1986, Disability Services Act 1986, Disability Services and Registered Nursing Standards, Health Practitioner Act 2009.
- Demonstrated experience working directly with people that have challenging behaviours and/or restrictive practices.
- Ability to perform duties in a 'standalone' position.
- Demonstrated understanding of the support needs requirements of people with different types of disabilities and communication needs.
- Effectively provide a clear explanation and plan of the support and guidance needed to achieve a person's NDIS and Personal goals.
- Well-developed time management and personal organisational skills.
- Successfully able to work under pressure and respond to completing demands.
- Contribute positively within a team environment.
- Demonstrate a friendly, positive attitude, with a willingness to learn.
- Effective communication and interpersonal skills.
- Ability to always maintain confidentiality on information.
- Demonstrate genuine respect for all people regardless of their situation.
- Ability to identify and resolve conflict and respond effectively.
- Demonstrate negotiations skills and quality customer service delivery.
- Stay person focused and commitment to the achievement of the organisation business objectives.

**Benefits**