Service Manager

Fulfilling work in the beautiful Northern Rivers of New South Wales.
- Unique role with flexible work arrangements.
- Attractive salary + benefits.

**ABOUT THE ROLE**
The Service Manager manages a team of support workers to efficiently deliver a range of person-centred programs and services aimed at developing each client's potential to participate as independently as possible within their home and community.

Programs and services include individual and group based community activities, centre based programs, recreational activities, vacation programs and skills based activities.

The Service Manager is also responsible for developing and implementing new programs and services and achieving client growth objectives.

**KEY RESPONSIBILTIES**

**Sell & Develop Innovative Program & Products**
- Develop, resource and implement programs and services that align with participant goals.
- Develop networks with other businesses, agencies, volunteer groups and community organisations to support program and service delivery.
- Collaborate with other functions to build, promote programs and services to both new and existing clients.

**Commercial**
- Deliver the Board approved annual financial budget.
- Ensure all clients have a current quote and service agreement.
- Monitor individual client plan and program status and financial performance.
- Maintain client documentation and database systems requirements including booking and billings.
- Actively pursue opportunities to improve financial performance and viability eg client ratios/groups.
- Periodically analyse and report on commercial performance.

**Service Delivery**
- Provide superior customer service via person centred actions and communication and meet with clients and families on an appropriate frequency.
- Ensure program delivery complies with client agreements and risk, quality and safety compliance policies and procedures.
- Monitor and document client progress to agreed goals. Undertake periodical on call duties to support the wider organisation.
- Manage any incidents and feedback in accordance with policies and procedures.

**Lead and develop a high performing team**
- Ensure a team of support workers is in place to deliver client support services in accordance with quotes and agreements.
- Ensure each team member understands, and has the resources available to deliver, the desired business outcomes/performance measures/KPIs.
- Collaborate with Human Resources to manage the recruitment and on boarding process.
- Communicate effectively, regularly and in a timely manner with staff to support them in their roles and maximize staff and client satisfaction.
- Manage staff performance via regular communication, client feedback and annual performance review process.
- Engage regularly with the Regional Manager and HR Business Partners to ensure they are fully briefed on all team performance and engagement issues.
- Ensure each team member is fully inducted in to the service and has the requisite skills and capabilities to deliver the agreed support.
- Ensure each team member has a current and appropriate development plan and is making adequate progress in its implementation.

**Work Health and Safety**
- Read and comply with the Code of Conduct, Policies, Procedures and Work Instructions.
- Take care at all times for the health and safety of yourself and others.
- Follow, contribute and work in a culture committed to continuous improvement through active participation in quality and workplace safety initiatives, and the identification of areas for improvement.

**Other Duties**:

- You may be required to perform other duties from time to time as required, so long as those additional duties are within your skills, competency, and training.
- As your role includes operating as part of a team, you are expected to work as a team member, show appropriate behaviours and respect to all our employees and work with a spirit of cooperation.

**KEY SELECTION CRITERIA** (required/preferred/desirable)

**Education**
- Relevant Tertiary Qualifications, Minimum Certificate IV Community Services (Disability).

**Experience**
- Minimum three years' leadership experience in supporting clients with disparate and complex needs in the Disability, Aged Care or equivalent sector.
- Experience developing, implementing and monitoring disability support programs.
- NGO or NFP experience desirable.
- Demonstrated experience in the leadership, development and performance management of a geographically dispersed team.
- Effective verbal, written communication skills and interpersonal skills.
- Experience in managing a service to budget.
- Broad knowledge of services for people with disabilities including a good working knowledge and commitment to the NDIS and other relevant legislation.
- Excellent organisation and time management skills, working to deadlines.
- Experienced in utilising large, sophisticated Information Technology systems.
- Competent user of MS Office products eg Ex