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Customer Outcomes and Experience Lead

5 months ago

North Ryde, Australia New Horizons Full time

Customer Outcomes and Experience Lead

Requisition ID: req7775
Employment Type: Permanent Full-Time

At New Horizons, wellbeing is at the heart of everything we do. We are a diverse group and a dynamic not-for-profit specializing in supporting people living with disability, mental health, aged care, those at risk of homelessness, humanitarian entrants, youth and Indigenous Australian. Our end goal is that people are empowered to do what they need to, and importantly, what they want to.

This is a brand-new role will have full ownership of our customer-care philosophies throughout our customer services. You’ll be developing and implementing policies, procedures, guidelines, training and success measures of our customer care and governance within our practice framework.

Some of what you’ll be championing:  

  • Own our restrictive practices management system with a view to enable us to reduce and eliminate the use of restrictive practices.
  •  Collaborate across the business to develop and deliver customer outcomes and experience education programs.
  •  Be the liaison with external governance bodies in ensuring adherence to regulatory standards and the delivery of compliance standards.
  •  Collaborate with multidisciplinary teams, including behaviour support specialists, psychologists, and allied health professionals, to ensure New Horizons applies a holistic approach to customer experience that aligns with our values.
  •  Lead and supervise a multidisciplinary team who are committed to upholding the values of the organisation and assisting the Clinical Excellence Hub in achieving its objectives.
  • Contribute to continuous quality improvement initiatives aimed at reducing the use of restrictive practices and promoting positive and inclusive support environments.
  •  And more….

Your ticket to play:  

  • Qualifications and/or full registration in a relevant allied health field, such as Psychology, Social Work, or Disability Studies and/or extensive practice experience in the implementation of person-centered care within a disability, mental health, or aged care setting plus AHPRA registration.
  • Extensive knowledge and understanding of NDIS and associated State and Commonwealth legislation, guidelines, and standards related to restrictive practices management and positive behaviour support.
  • Previous experience working in a similar role within an organisation regulated by the NDIS highly regarded.
    Strong understanding of positive behaviour support principles and practices.
  • Excellent communication skills, both written and verbal, with the ability to liaise with diverse stakeholders in a sensitive and professional manner.
  • Demonstrated ability to lead a multidisciplinary team.
  • Demonstrated ability to lead and manage complex projects, with excellent organisational and problem-solving skills.
  • Strong analytical skills, with the ability to collect and interpret data to inform decision-making and identify trends.
  •  Ability to work independently and collaboratively within a multidisciplinary team.

What in it for you? 

  • A competitive starting salary with the incentive of NFP salary Packaging of $15,900 and an entertainment allowance of $2,650.
  • Work 40 hours per week and accrue one rostered day off (RDO) per month – that’s 12 additional days of leave per annum.
  • Grow through professional development opportunities and secondments working with some of the brightest minds in Australia.
  • Feel the satisfaction of building our customer outcomes and experience function.
  • Work in a supportive community culture in our Welcome Centre. 

Free onsite parking.

Interested?  
Ready to shape the future of a leading Not for Profit and join our team of change makers? Apply online today. 

New Horizons is a client safe organization. Employment is subject to National Police check, Working with Children check, NDIS Worker Check and COVID-19 Vaccination in line with health orders.  

New Horizons values diversity and encourages 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.

New Horizons acknowledges all Aboriginal and Torres Strait Islander peoples as the traditional custodians of the land.