Service Manager

JOB DESCRIPTION:

It is envisaged that this role is a hands-on leadership role, supporting senior management in ensuring effective delivery of services to those we support (whether residential, vocational, home support or otherwise).

Beyond Disability Supports (BDS) Pty Limited is a growing organisation and we would like to maintain our commitment to quality care which is holistic and person centred.

As a Service Manager, you are expected to lead our team of staff to ensure the continued delivery of quality service that meets the NDIS Practice Standards and associated legislation.

In this role, you will be working collaboratively with the Operations Manager, Managers and/or Directors to ensure a sustainable and successful BDS Pty Limited.

This position description is only a general summary of the functions of the job, not an exhaustive list of all job responsibilities, tasks and duties. It is a living document and may change as the organisational or participant support needs changes.

A hands-on role supporting senior management to deliver effective services to those we support by leading, guiding, and offering professional support to our participants and other members of staff. You may be reasonably directed to perform other duties of work within the scope of your skills, training and capabilities.

Participant care is a core duty of all employees as BDS Pty Limited. You are required to ensure high quality service delivery to our participants. You are expected to contribute to our participants feeling respected, safe, protected from abuse, exploitation or neglect. All staff at BDS Pty Limited are responsible for reporting inappropriate or suspected inappropriate conduct towards participants to BDS Pty Limited managers.

RISK ASSESSED ROLE

• Current Worker Screening approval
• Working with Children Check for Paid Employment
• New Worker – NDIS Induction Module

TYPE OF EMPLOYMENT: Full Time REPORT TO:Operations Manager LOCATION:16 Dyer Crescent, West Gosford, NSW 2250 MAIN DUTIES / RESPONSIBILITIES:

Service Manager Duties

• At all times, ensure that the vision, mission and values, code of conduct and policy and procedures are adhered to.
• Contribute to building inclusive communities through partnership and collaboration with individuals and their carers, local organisations and the broader community.
• Liaise with Operations Manager regarding all aspects of the programs and carry out other reasonable duties as related to the daily operation and on-going objectives of the programs and or strategic plan.
• Liaise with the wider community of other agencies and professionals to broaden participant opportunities and outcomes.
• As required, carry out all administrative duties including maintaining accurate NDIS participants records and progress reports, reports to Director, participant notes, support data, NDIS claims processes and attendance at required meetings and trainings.
• Be an appropriate positive role model in line with standards and expectations and work collaboratively with other staff.
• Participate in regular supervision in the interest of maintaining the support and effectiveness of all staff as a team.
• Participate in ongoing professional development, attending relevant industry networks, forums and training as delegated.
• Comply with, report on and actively contribute to Injury Management and WHS Procedures.
• Be aware of and sensitive to the needs of people from an Aboriginal or Culturally and Linguistically Diverse background, and ensure that all interpreting services provided are obtained from independent qualified interpreting services.
• Supervise and support Senior Team Leaders and Coordinators by attending weekly debriefs to discuss progress and problem solve.
• Supervise and support Team Leaders by attending fortnightly debriefs to discuss progress and problem solve.
• Enable, mentor and share relevant information with staff.
• Ensure that all participants referrals are complete and source more information as required from COS or referring agents.
• Attend to regular surveys (staff and participants) and follow up on issues or complaints raised.
• Attend staff supervision for Senior Team Leaders, Roster Clerk, Coordinators and Team Leaders, and promote a positive work culture addressing and resolving issues of concern, developing and maintaining respectful professional relationships.
  Attend weekly reporting meetings with Operations Manager and provide monthly reports on service hours (active, increasing and or cancelled services).
• Organise and report on networking and marketing events as well as inhouse team meetings.
  Put procedure in place to establish SIL homes and STA.
  Overall supervision of SIL homes, Community Supports, Transport and STA (rosters, meetings, hazards, complaints and incident management, budget and finance)
• As the need arises, provide direct disability support to our Clients.
• rovide 24/7 support to the On-Call Staff as required, if an emergency situation arises.

Organisational Knowledge

• Demonstrated knowledge of the mission statement, vision and core values.
• Sound working knowledge of the range of services offered by BDS and by the general and specialist communities.
• Sound knowledge of Strategic Plan, main targets and objectives, as well as the development and implementation of strategic actions and reporting.
• Demonstrated working knowledge of the sector, state and national issues that affect services as well as application of policies and procedures.

Management of Service Delivery

• An understanding of the context of the independent and autonomous nature of the role.
• Broad working knowledge of the range of participant/family needs and able to support the implementation of all informal, mainstream and community supports which may include multiple service envelopment.
• Be actively involved in budget preparation and review. Monitors, investigates and reports on any variances to portfolio budget.
• Meets assigned administrative deadlines in relation to reports and the collection, submission and analysis of data.
• Understanding of requirements with the evaluation, planning and development of services.

Networking and Partnerships

• Ability to work collaboratively with a network to support the delivery of a consistent and quality service.
• Develops key strategic relationships with internal and external stakeholders and aims to maintain these networks to ensure positive outcomes for individuals.
• Promotes both internal and external relationships by considering, understanding and recognising the needs of others.
• Maintains links with contacts that can provide information, help and access to other important relationships.
• Develops and maintains connections with external service providers for the purpose of strengthening BDS Pty Limited community footprint and delivering person centred choices for people accessing and using our service.

Teamwork and Leadership

• Identifies the need for ideas and efforts to promote ongoing improvement and how service is delivered.
• Actively participating in management team and contributes to team objectives.
• Manages conflict, brings forth resolutions and effective solutions to problems.
• Values others’ contribution and knowledge and is willing to learn from others.
• Notices the positive advantages of diversity.

Principles & Practice of Legislation

• Upholds a detailed working knowledge of all standards and important government regulation i.e. National Disability Services Standards, Disability Inclusion Act, NDIS Act and WHS legislation.
• Facilitates organisational feedback and or response on legislation and standards of practice to relevant external groups and government sector.
• Ensures the application and implementation of changes in standards of practice.

Interpersonal Skills and Communication

• Develops and maintains professional channels of communication with all staff, participants and their families and both internal and external stakeholders of BDS Pty Limited.
• Delivers effective reporting on complex or sensitive issues or actions related to BDS’s strategic direction.
• Maintains established connections and negotiates effectively on a wide range of issues.
• Sound understanding of advocacy for participants and their carers.
• Positively identifying similarities and differences and recognises contradicting priorities and goals.
• Be readily available and flexible to a participant’s needs especially at crucial times.

QUALIFICATIONS/ REQUIREMENTS:

• Tertiary Qualification in Management, Disability, Human Services, Community Welfare Work or other related Behavioural or Social Science
• Current First Aid and CPR, satisfactory NDISWC and Working with Children Check for Paid Employment

EXPERIENCE:

• Two years minimum experience in managing Disability Support Service
• Experience managing Disability Support Programs (NDIS) to ensure compliance with the NDIS practice standards and associated legislation.
• Experience with networking and business development to make sure the sustained growth of the service.
• Demonstrated experience managing and leading staff including Client Leadership Team and Rostering staff.
• Experience establishing and managing SIL, Community Supports and associated rosters

SKILLS:

• Ensuring KPI’s and targets for the service are achieved within identified timeframes.
• Demonstrated customer service attitude and commitment to quality and continuous improvement as well as contribution to system development and practice procedures.
• Strong communication skills including use of MS Office and Information Technology skills.
• Strong interpersonal, negotiation and conflict resolution skills.
• Ability to work in high pressure situations