Team Leader

**Team Leader - Support Coordination**

**Responsibilities**

The Team Leader - Support Coordination is responsible for for monitoring, mentoring and supervising a team of Support Coordinators to achieve the organisation's objectives and improve the achievement of KPIs. The Team Leader will also be responsible for maintaining a case load of clients.

**Workplace**
- Contribute to a healthy and safe workplace and understand the responsibilities and accountabilities of yourself and others in accordance with WH&S legislation and internal policies and promote a working environment that is congruent with those guidelines.
- Abide by Avenues Australia policies and guidelines to support industry compliance.
- Ensure all organisational and administrative reporting and accountabilities are completed accurately and in a timely manner.

**Business Development**
- Building relationships with referral sources such as other service providers, community mental health services and Local Area Coordinators.
- Pursuing leads and converting them into clients.
- Building the brand name of Avenues Australia through good and fruitful relationships and professionalism.

**Support Connection and Coordination**

Manage a client-load as well a small team to:

- support clients and carers to understand their NDIS plan, goals and objectives;
- works closely with clients to identify their needs, personalise support and ensure they are receiving appropriate services;
- promote and foster independent decision-making, including choice and control;
- demonstrates skills in researching information and developing effective and innovative support options;
- coordinating and liaising with service providers, and reviewing goals and jointly determining new ones with the client;
- coordinate the supports in an individuals' NDIS plan by:

- o researching, coordinating and managing complex and intersecting supports to suit individual needs across multiple providers while ensuring client choice and control; and
- o working with mainstream service providers including negotiating services and prices to ensure maximum value for money is achieved and service obligations are met.
- coaching to build on knowledge, skills, and decision-making with the aim of greater choice, control and independence in managing their personal choices;
- arrange any assessments needed to determine the nature and type of funding required;
- decide the budget for each support type and advise any relevant plan manager of the breakdown of funds;
- liaise with plan managers and/or NDIS to establish the appropriate claim categories and attribute funds accordingly;
- assist clients to prepare for plan reviews by helping them assess whether they achieved their goals, identify solutions to problems experienced in implementing their plan and consider new goals;
- assist clients to communicate with the NDIA when required to support their plan requirements; and
- resolve any crisis by linking participants with the appropriate services.

**Operational**
- Demonstrated capacity to work efficiently and to complete administrative and management tasks under pressure.
- Managing the day-to-day activities of the team.
- Conduct weekly staff check-ins, fortnightly team huddle meetings and monthly supervision meetings.
- Monitor the implementation of the service delivery tasks to ensure quality outcomes.
- Ensure client documents and records for your team members are being updated and stored accurately on CRM and cloud storage systems.
- Oversee the quality of Implementation Plans and NDIS Progress Reports.
- Oversee the development of client risk assessments and monitor Implementation Plans in accordance to risk profiles.
- Provide regular input for service delivery improvements to team and leadership.
- Identify challenges to achieving team KPIs such as billable hours and quality services as well as strategies to overcome them.
- Identifying and escalating disciplinary measures to Line Manager.
- Willingness to understand the NDIS Pricing Arrangements and Price Limits Guide in detail, as well as NDIS Operational Guidelines.
- Promote Avenues Australia as a premier NDIS support coordination provider to participants and other external stakeholders.

**Underpinning Knowledge**
- Knowledge of the NDIS service system.
- Strong understanding of concepts such as choice and control, dignity of risk and safeguarding.
- Knowledge of disability and mental health diagnoses and symptoms.
- Sound understanding of the causes of stigma and barriers faced by those with disability.
- Understands the episodic nature of mental illness and collaborates with relevant services to plan and maintain engagement through periods of increased support needs.
- Working knowledge of the service support providers including mainstream, community-based, and specialist services.
- Sound knowledge and understanding of comorbidities, including alcohol and other drugs, ABI, mental health, physical and intellectual disability.

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