After Hours Service Manager

1 month ago

Eight Mile Plains, Australia Multicap Full time

This casual position will provide staff members, customers or clients, and members of the public with a centralised point of contact and escalation pathway for matters requiring urgent attention outside of business hours. The phone service is comprised of Service Managers with a collective experience in the disability sector spanning multiple decades and backgrounds in nursing, emergency services, mental health and senior leadership. This service is a 24/7 support

You will enjoy

  • WFH with some Face to Face Team interactions
  • Penalty rates
  • Career progression, and plenty of training but - way more importantly - we offer a clear and genuine reason for coming to work each day

If you are ready to make a positive impact and thrive in a supportive environment that values diversity and inclusion, apply now to be part of the Multicap family and our entities

Some things you may be doing

  • Ensure to the satisfaction of the organisation, appropriate recording and maintenance of all calls, actions and responses taken while performing After Hours Service Management duties.
  • Respond calmly and consistently to emergency situations within specified guidelines (i.e. Code of Conduct, Policies and Procedures, service facility duty roster), and seek assistance for situations outside of specified guidelines.
  • Maintain effective team practices, through appropriate communication channels and team meetings both with members of the team and with all other staff members.
  • Develop and maintain effective relationships with all key stakeholders including, customers and their families/advocates/guardians, funding bodies, community leaders / elders.
  • Ensure that the organisation remains compliant and consistent with any legislative or policy requirements around individuals within the scope of the Restrictive Practice legislation.
  • Provide advice guidance and support to staff teams to ensure that individuals with complex health or behavioural needs have plans that are effective, current, and reviewed appropriately.

About you

Overall, you will be a dynamic, flexible and adaptable professional who excels in managing service quality, supporting teams, maintaining stakeholder relationships, and ensuring safe and compliant work practices. You will be proactive, detail-oriented, and capable of working effectively in a fast-paced environment.

To be successful:

  • Demonstrated advanced ability to utilise technology / computer systems as part of role.
  • Knowledge of contemporary human services practices in relation to people with challenging behaviours and complex support needs
  • Demonstrated leadership skills and ability to develop relationships with team members and stakeholders in line with professional boundaries.
  • Demonstrates written and verbal communication skills to ensure clear and concise information is presented to the team, and other stakeholders.
  • Demonstrates problem solving skills to successfully identify problems, develop solutions and implement these using a logical and systematic approach.
  • Knowledge of and capacity to apply Equal Opportunity and Workplace Health & Safety principles in the workplace.

What you need to have or be willing to obtain

  • Qualifications in human services or social sciences or equivalent (preferred) or relevant experience in a similar role.
  • NDIS Workers Screening Clearance (or be willing to obtain)
  • A QLD Working with Children Check (or be willing to obtain)

Why Multicap?

Multicap Group and its entities are leaders in disability support and mental health services, providing individualised support, experiences, and opportunities for more than 8000 customers and clients across Queensland, northern New South Wales, and Victoria.

Application Process

The position will close on the 17th of November. We will be responding to applications as they come in, so don’t delay we’d love to hear from you

We value diversity and encourage applications from all people. Our vision is to see happy inclusive communities work together in collaborative and inclusive ways to create opportunity and improve quality of life. Our workforce proudly reflects the local communities we connect with and support.

“Multicap acknowledges the Traditional Custodians of the lands on which we all work, live and play. We pay our respects to the Elders past and present and extend that respect to all First Nations Peoples. We reflect upon the millions of footprints that are embedded into the earth from our Ancestors, the pathways that were forged, the meaning they leave behind and the continuation of the traditions through the next generations.”

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