Support Coordination

Plan Partners is a business formed to help people living with a disability to bring their NDIS plans to life. We are leading provider of plan management and support services, and our purpose is to enable people living with disability to live the life they want. We are making a difference by taking care of the administration of their NDIS plans, providing guidance and advice, and allowing them to focus on what is important getting on with getting the most out of life. We accept requests for service from the National Disability Insurance Agency (NDIA) and self-referrals to provide coordination of supports for customers of the scheme.

About the Role

The Support Coordination Team Leader is required to have a strong understanding of the performance metrics and needs to achieve a balance between productivity and quality to achieve the Key Performance Indicators. The leadership (coaching & mentorship) and culture facilitated through this role is a key input into staff engagement, and retention.

The role also has a focus on using skills and knowledge to initiate and maintain growth in the support coordination business, through partaking in networking and brand development opportunities.

Please note that this is a Hybrid Working Arrangement (with minimum 2 days in the office)

Key Responsibilities

Our Business:

- Lead the daily operation of a Support Coordination Team (SCT) to ensure service delivery & productivity standards are met & maintained in line with Plan Partners business objectives.
- Understand & use the key reports & dashboard supporting your team's performance (customer activity, billable hours, efficiency, closed cases, and plan utilisation) daily, weekly, and monthly.
- Model behaviours integral to good people management and Plan Partners values of offering person-centred care, and prescribed behaviours in the Plan Partners Code of Conduct

Our People:

- Responsible for the creation & maintenance of a motivated, committed, and productive team.
- Actively leads, mentors, and develops frontline staff, providing coaching and feedback on an informal, day to day basis, as well as via regular one on one catch ups and performance reviews.
- Complete required number of quality scorecards each week.

Our Customer:

- Support and identify continuous improvement opportunities that support Business, People & Customer performance pillars within the SCT.
- Monitor SC Queue daily, manage and allocate customers to caseloads based on capacity (National consultation) and skills of the employee.
- Manage escalated complaints sensitively and in line with policies, procedures and NDIA Commission standards and reporting requirements.

Selection Criteria

Capabilities & Behaviours:

- Well-developed interpersonal and communication skills, both written & verbal
- Organisation & time management skills to ensure operational efficiency.
- The ability to motivate staff and empower staff towards agreed goals and objectives.

Knowledge & Experience:

- Experience managing / coaching front line staff.
- Experience in customer service focused position
- High level interpersonal, communication, problem-solving and negotiation skills, and demonstrated ability to work collaboratively with a range of people, partner agencies, community organisations and other stakeholders; as well as developing meaningful relationships in the community.

Qualifications:

- Qualifications or relevant experience in fields similar to Social Work, Service Coordination, Case Management, Allied Health and/or Disability specific.
- Minimum Cert IV in Disability, or other Human Services Qualification (desirable).

What we can offer you:
- Our strong people-first culture- Flexible/hybrid working to enhance your work/life balance- Novated lease benefits and discounts- 12 weeks Paid Parental leave and access to our Parents Portal- Exempt Employee Share Plan- Paid Income Protection Insurance under MMSG default Super plan- Access to a broad range of learning and development programs- Career break and volunteering leave- Access to Employee Assistance Program and annual Flu vaccination- Lifestyle Rewards program

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.