Ndis Service Manager

The **Service Manager** will be responsible for teams of support workers who provide direct supports for people with disability and people who require mental health support.

The Service Manager manages their team's operational and practice, financial and people functions to deliver a Participant's planned supports and to achieve their desired outcomes.

**1.0 Key responsibilities, accountabilities, and deliverables**
- Manage the practice development of team members through supervision and reflective practices to ensure that Participant outcomes are the focus of supports and aligned with employee performance outcomes.
- Implement the NDIS Practice Standards and Quality Indicators and all compliance requirements to ensure high quality supports are delivered by the team.
- Manage the Participant intake process in line with our _Intake and Assessment policy and Procedure._
- Provide and manage team members through their six-month probation period.
- Train, develop, mentor, and supervise team members to the standard of competency required for their roles.
- Lead inclusive and consistent team practices with regular and scheduled team meetings for collective learning and development opportunities and mentoring support.
- Lead and coach team members to develop their practice so that Participants are supported to achieve their desired and Plan outcomes.
- Provide regular supervision and reflection to individual team members measuring performance against agreed key performance indicators [KPIs].
- Manage employee grievances, conduct investigations and resolve issues.
- Manage the team competency for writing quality progress notes and other written materials for clear understanding and instructions where relevant.
- Roster team members with participants matching skills, availability, and qualifications to Participant needs and preferences.
- Manage the team's coverage of support by tracking shift availability and planned and un-planned leave.
- Support team members' understanding of positive behaviour supports - including implementing and recording of restrictive practices.
- Ensure that the NDIS mandatory reporting requirements are met for use and emergency use of restrictive practices and other reportable incidents.
- Support team members to consider the whole person when implementing positive behaviour support strategies including when using de-escalation techniques that reduce behaviours of concern, anxiety, and stress.
- Support the implementation of the recovery coaching framework for Participants requiring mental health supports.
- Use the _NDIS Pricing Arrangements and Price Limits Guide_ to develop the Schedule of Supports (SOS) aligned to a Participant's NDIS Plan funding.
- Understand the NDIS pricing structures - support categories and support items to claim against a Participant's NDIS Plan.
- Liaise with and manage the process of a change of Participant supports i.e. change in funding; change in status: new NDIS Plan or rollover of existing NDIS Plan.
- Manage the financial risk associated with the funding of support - including the tracking of funding end dates, and the matching of service start dates to signed service agreements.
- Manage concerns raised by Participants / Nominees to address and resolve issues without the need for a formal complaint being lodged.
- Develop local community profiles and plans with activities to connect and engage local professional and community organisations and businesses to build strong alliances and create new and ongoing social and financial opportunities for Participants, their support networks, and Oasis Home Care Services.
- Manage the exit and / or the transition of Participants, ensuring the Participant has access to their information, transition planning is managed and implemented for a smooth transition in line with the our _Transitions and Exits Policy and Procedure._
- Work with the Director and / or Operations Manager to plan team recruitment and provide the specific skills and qualifications to recruit new support workers based on Participant need and preference.
- Implement sound time-management practices to respond in a timely manner to requests or concerns, and to complete assigned tasks as directed.
- Other tasks as required and requested from time to time by the Oasis Home Care Services Executive Team.

**2.0 Personal attributes**
- Model the values and beliefs of Oasis Home Care Services.
- Reflect the standards of behaviours in accordance with the Oasis Home Care Services Code of Conduct and the NDIS Code of Conduct.
- A commitment to social justice principles and the rights of people with disability.
- Adaptive thinking and a strong, critical mindset.
- Strong business acumen and a solid understanding of innovation and how it should be applied in business.
- Highly proficient at project planning, budgeting, and oversight.
- Respect difference in all its forms, and challenge discrimination, marginalisation, disempowerment, and stigmat