Service Coordinator

This position is responsible for ensuring all Participant support, compliance & documentation requirements are met, and that the services provided are in-line with our client's Policy and Procedures & the Disability Services Act 1993 and in line with the NDIS practice standards. The Service Coordinator will oversee the daily operation of the service. The role will supervise admin staff and support workers to ensure that all operations are in line with the NDIS standards and values of Raine Care. The role will ensure overall performance by ensuring excellent customer service and effective and efficient work allocation.

Duties may include notifying the Director of:

- feedback from participants
- changes in participant circumstances or environment
- need for resources to undertake the role
- potential participant discrimination, exploitation, neglect, abuse or violence being experienced
- appropriate practice requirements and when unsure of actions that should be undertaken

**Main Duties / Responsibilities**:
General
- Contribute to a positive workplace culture.
- Establish effective communications with all stakeholders, ensuring privacy & confidentiality
- Assist and monitor rosters for support workers and replacement of daily staff, due to leaves if required.
- Provide on-call services outside of normal working hours, on a rotating roster
- Provide leadership and supervision to Support Workers and admin staff
- Manage Support Worker communications.
- Ensuring Support Worker training and documentation are up to date in staff folders.
- When required, provide support to Participants as per their plan
- Ensure Support Workers provide effective support without employing unsanctioned restrictive practices
- Carrying out spot checks in participant houses.
- Be alert if you notice the participant is distressed or apathetic
- Develop Care plans and risk assessment profiles for participants.
- Keep all records up to date and current in line with participant needs
- Shortlisting, Interviewing and onboarding new support workers
- Assist with maintaining SharePoint.
- New Client Intake and attending meet and greet with participants
- Preparing Service agreements
- Ensuring all documentation is filed accordingly.
- Approve NDIS worker screening in the Portal
- Manage Service Bookings in the NDIS portal.
- Any other duties assigned by the Director

**Work Practices**
- Managing incoming telephone calls
- Referring incoming calls to the relevant person
- Acting on all enquiries promptly and efficiently.
- Speaking clearly and respectfully
- Being professional and polite in all communications
- Respectfully meet and greet all participants, their families and visitors
- Attend to clients in their homes to provide support/welfare checks as required.

**The service Coordinator will**:

- model and reinforce values in organizational culture and practice
- reflect and uphold the NDIS principles and values in behaviour and way of working.
- ensure that workers understand and demonstrate good practice based on NDIS principles, as described in the NDIS Workforce Capability Framework
- support and reinforce a work culture that promotes mutual respect and zero tolerance of any behavior or circumstance that does not uphold participant rights
- engage with and learn from people with lived experience as colleagues, experts and advisers.
- look for opportunities to recruit and develop people with lived experience and diverse identities and cultural backgrounds, representative of the communities being supported
- Support and reinforce a culture that is interested in, responsive to and supportive of diversity and inclusion.
- Accurately coordinate administrative tasks for, but not limited to:
Progress notes, assessments, communication books, medication forms and charts.

**Build Trusted Relationships**
- Be reliable, punctual and follow instructions
- Communicate directly with the participant unless otherwise directed
- Seek permission before entering participants' space or touching them
- Respect all person's privacy

**Qualifications / Requirements**:

- Relevant tertiary qualifications or and relevant extensive experience in working in the NDIS or disability area
- Current Worker Screening approval
- New Worker - NDIS Induction Module
- Driver's license)

**Experience**:

- Experience in a leadership Admin role in an office environment.
- Working with communication systems
- Working with various cultures and abilities
- Knowledge of continuous quality improvement principles
- Knowledge of the NDIS practice standards
- Good computer skills (Word, Excel and Powerpoint)

**Skills**:

- Strong customer service skills and the ability to always remain calm.
- Proactive, enthusiastic and able to multitask.
- A self-starter with the ability to work independently.
- Ability to use Microsoft Office suite of programs and other computer systems for record-keeping.
- Ability to work as part of a team and maintain good working relationships.
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