Coordination Team Leader

Exciting opportunity to enhance your leadership skills
- Coach and develop your own team
- Come work for a progressive and passionate organisation

**About CareChoice**

CareChoice is a NDIS, DFFH / Human Services Standard and TAC/ WorkSafe registered disability and youth services provider. We deliver a wide range of services and provide complex support across the Disability, Out of Home Care (OoHC) and Private Aged Care sectors in a range of settings including home care, residential, community and Specialist Disability Accommodation.

CareChoice is committed to service excellence and works closely with clients, their families, and key stakeholders to ensure individuals receive the very best person-centred care. The CareChoice team are passionate about their work and pride themselves in delivering an exceptional calibre of service.

**Our values**:
Our philosophy of service provision is based upon our values of:

- ** People, First**:

- **Brilliant Together**:

- **Bring Our Best. Always**:

- **Relentless Optimism**

**Benefits & culture**

CareChoice is proud to be an EEO employer. We support an inclusive approach in the workplace. We celebrate our diversity and welcome staff regardless of ethnicity, faith, sexual orientation, gender identity and lifestyle choices. Aboriginal and Torres Strait Islander people are encouraged to apply.

As a CareChoice employee, benefits you'll be able to take advantage of include:

- Free ongoing training and development
- Career development opportunities
- A number of employee wellness platforms including EAP and Care4U, free flu shots and travel discounts.
- Discounts with major retailers including:

- Car and Health Insurance
- Fuel
- Groceries and food
- Gas, Electricity, Internet, and Mobile Phones
- Pet supplies
- Movie tickets
- Other major retailers such as Catch, Myer, Kmart, Big W, JB Hi Fi plus many more.
- Monthly Recognition & Reward for Employee of the Month
- Service Recognition Program

From the moment you step through our doors, you'll feel welcome and supported to do your best work and really make a difference in people's lives.

**How you'll make an impact**

The Coordination Team Leader will manage a team of Care Coordinators, enabling the team to deliver effective supports to all CareChoice clients. In this hybrid role, it's expected the Coordination Team Leader will work alongside the team to provide guidance/ support and model best practice to the team of Coordinators.

A day in the life as our Coordination Team Leader, some of your key responsibilities will include:

- Participating in on-call and recall duties as rostered
- Being aware of the upcoming-future rostering volumes for resource planning
- Working alongside the Coordinators to assist with workload including taking inbound calls and enabling advance rostering
- Being familiar with Clients Program requirements and any specific details required to successfully match Clients to Carers
- Providing day to day management of Coordinators, including regular 1:1 meetings; supervision; learning and development support and performance management with support from the Head of Operations
- Building capacity and capability within the Coordination Team for "first call resolution" of all calls including complaints
- When required, supporting clients who receive Support Coordination funding with relevant supports
- Monitoring and maintaining data accuracy in our Client Management System
- Completing regular management reports to the Coordination Manager
- Working with other Team Leaders to utilise call evaluations for each Coordinator, enabling performance monitoring and continuous improvement
- Recruitment and Interviewing for new Coordinators

**About you**

As a passionate leader, you will have the ability to deal effectively with high pressure situations and positively influence and lead a team of Coordinators. A willingness to demonstrate empathy for people is essential and attention to detail is critical.

Ideally you will experience and skills with the following:

- Experience in a rostering or a coordination role
- Excellent customer service skills
- An understanding of person-centred active support
- Knowledge of NDIS and other relevant funding streams in the disability, youth, child protection and/or welfare sectors
- Well-developed communication skills, both written and verbal
- Reliable, trustworthy, flexible and honest