Program Manager

**Role Description**

The position is responsible for day-to-day operational management of STA/MTA and CORE Services at one, (but branching out to 3 or more) Supported Independent Living (SIL) short term and medium-term accommodation facilities (35+ beds).

The role is primarily accountable for:

- the delivery of high-quality, person-centred support to clients living in these homes and receiving services at the facilities.
- provision of high-quality services to families and client supports.
- management of the workforce who provide services at the facilities.
- Integrated and regular strong networking with MediStays intake personnel to ensure maximum occupancy.

The position requires management and monitoring of services to ensure delivery is in keeping with applicable legislation, standards, Equisent's policies and procedures, service plans and contractual requirements.

**Role Responsibilities**

**Leadership and Culture**
- The Program Manager will collaborate across EDS to ensure a cohesive customer experience. Key responsibilities include:

- Demonstrating proactive, positive leadership through leading by example and embodying Equisent values, professional and ethical conduct, and adhering to NDIS Code of Conduct standards consistently.
- Providing leadership, supervision, and guidance to team members in collaboration with the Operations Facility Manager.
- Showing dedication to ongoing improvement.
- Fostering an innovative culture that prioritises Safety Culture and compliance requirements.
- Establishing and upholding a talent management and succession plan as a crucial component of departmental success.
- Adhering to Equisent policies and procedures.

**Service Delivery**

The position entails ensuring the secure, efficient, and timely management, supervision, and coordination of the following areas: client intake procedures, rostering and scheduling, client orientation (including guiding clients through all service delivery and operational aspects), service delivery, social and day program provision, financial management of fees and funds, transitions of care, and client discharges.

**Business Management**
- Monitoring the financial performance of the Program budget.
- Collaborating on quality management and continuous improvement systems and processes to achieve compliance and fulfil service delivery obligations according to the NDIS Practice Standards and relevant legislation. Assisting in reviewing policies and procedures and ensuring their implementation across facilities.
- Effectively allocate resources such as staff, equipment, and budgets to meet service delivery requirements efficiently.
- Ensure effective communication with stakeholders and proper use of information and IT systems, and promptly address system failures, privacy, and security issues.
- Prepare and submit regular statutory and internal reports on service performance, outcomes, risks, and issues to the Operations Facility Manager or CEO as required.
- Safely and efficiently manage contractors and suppliers to meet regulations, organisational goals, budgets, and client/workforce needs.
- Manage Infection Control system requirements to prevent infection transmission and handle infection threats such as outbreaks.
- Provide emergency on-call agency support for facilities as needed, working with the Operations Facility Manager.

**People and Culture**
- Workforce planning and management for all facility workers, including employees, agency staff, contractors, and volunteers, to ensure adequacy, skills, client satisfaction, and care continuity.
- Overseeing onboarding, recruitment, and induction processes for workers in collaboration with the Operations Facility Manager
- Supervising workers from recruitment to performance appraisal, addressing job-related needs along the way
- Providing and coordinating training as needed
- Fostering team building, professional growth, and support
- Handling workforce grievances, complaints, and performance issues in compliance with labour laws and Fair Work regulations
- Cultivating a Safety Culture and managing occupational health and safety, workplace injuries, and return-to-work procedures.

**Strategic Relationships and Communications**
- The role involves establishing and nurturing relationships with various stakeholders to foster trust, credibility, and stakeholder engagement, align with the overarching Equisent vision, and proactively manage risks. Stakeholders include CEO, Director of Finance, Operations Facility Manager, Disability Support Workers, Managing Director, and Board members within Equisent.
- Internal team members and individuals responsible for providing supplementary services like home modifications and in-home services.
- Prospective, current, and former clients, their families, and relevant community organisations.
- Support Coordinators, Plan Managers, and Allied Health Professionals
- Contractors, suppliers (including MediStays), NDIS Quality and Safeguards Commis