CLIENT ADVISERAGED CARE - POSITION PROFILE

Position details:

Position title: Client Adviser

Division: Client Services

Classification:CM1- CM3

Care Connect Purpose and Values:

The Care Connect Group is a leading not for profit organisation that provides advice, guidance and service coordination to aged care, disability, mental health and other consumer groups in New South Wales, Queensland and Victoria.

Care Connect aspires “to be the first choice for people seeking connections to care, support and community.” Our purpose is to enable people to live their life their way. Our core expertise is supporting people to learn, plan and connect with the services and supports they want.

Our values are respect, integrity, excellence, empowerment and diversity. These values are modelled by our staff in their behaviours as demonstrated with internal staff, external stakeholders and the clients with whom we work.

Organisational relationships:

Reports to:Team leader

Supervises: Nil

Key internal stakeholders: Care Centre, Client Practice and Advice

Key external stakeholders:Clients and Carers, Referrers, Key Stakeholders

Primary objective of role:

The primary objective of the Client Adviser is to engage with Clients and Carers to create a plan and ongoing interactions with clientsthat enables them to live happily at home for as long as possible. This includes: developing an deep understanding of people’s circumstances and building a personalised plan, being a voice of reason and advocate for what people need to maintain them living happily at home, build a flexible program of services that suit people’s individual needs,to provide ongoing advice and guidance to enable them to achieve their goals, to convey the benefits of Client Advise, contributing to the healthcare and Care Connect.

Client Advisers engage with relevant stakeholders to ensure a continuous stream of referrals through our Care Centre, and follow up referrals to secure clients consistent with organisational targets. The role of the CA will deliver quality advice and guidance within a clear set of key performance indicators (KPIs) and quality and practise framework.

Primary accountabilities:

  1. Client advice, guidance, advocacy and, Care Connect promotion
  • Demonstrate the value of Care Connect advice, ongoing guidance, services and offerings, to enable people to live in their homes for as long as possible and meet our aspiration to be “the first choice for people seeking connections to care, support and community”.
  • As required, liaise and advocate with Care Connect employees, stakeholders, service providers, specialist or complex care providers on behalf of the client and Care Connect.
  • Participate in local network groups, develop local knowledge and access local resources to build the reputation of Care Connect and meeting clear KPIs.
  • Refer client to the Care Centre according to Care Connect support procedures (what is this?).
  • Be a “Brand Ambassador” on behalf of Care Connect to build our reputation within the markets we serve.
  • If required take on portfolio responsibility in Care Connect.
  • Inject a level of happiness into every client interaction – so the client feels better or happier than the day before.
  1. Validation of assessment of client needs, aspirations and budget
  • Review intake information on client database and discuss with the Care Centre or Client Advice and Practice as required.
  • Attend initial home visit to validateMyAgedCare assessment (for Government funded clients) including assessment of decision making capacity and determining person’s strengths.
  • Identify and facilitate the use of appropriate communication strategies with client.
  • Ensure client understands their rights and responsibilities and informed consent aredocumented for the provision of Care Connect services.
  • Engage client in a productive conversation about opportunities within the subsidised package arrangements (where relevant) and further opportunities for clients to contribute their own funds to enable them to achieve their life goals.
  • Discuss the benefits of client advice and agree on any additional client advice options and timing of advice.
  • Provide accurate information for client and their carer or representativeincluding clarity on any subsidy limitations, service and othercosts, to ensure they understand the scope of the service/sor package and to enable them to make informed decisions.
  1. Information sharing, resource development and capacity building
  • Facilitate the development of the clients support networks and community engagement.
  • Provide information, support and resources to enable the client to more actively participate in their own self advocacy and develop skills and capacity for independence.
  • Identify and share service knowledge and networking opportunities in the team and organisation.
  1. Facilitate planning and review meetings
  • Engage with clients as appropriate and consistent with required contact strategies, to arrange review meetingsand update Care Plan for service provision.
  • Inform and prepare clients and their selected participants for planning and review meetings.
  • Document plans from the goals and actions agreed at the meeting.
  1. Monitor client progress and quality of service delivery
  • Review and document progress in achieving agreed actions and meeting goals.
  • Monitor service provider quality in accordance with the Care Plan and operational requirements.
  • Collect and act on information from client, carers, family, service providers and other supporters to meet client needs.
  • Review and adjust client’sPlans and services as required and within budget.
  • Collaborate, advocate with client to identify barriers in meeting goals and develop solutions to achieve outcomes.
  1. Performance Standards
  • Meet individual and organisational targets and key performance indicators and work within the agreed quality and practise framework.
  • Adhere to documented process and procedure to support organisational strategies and enable performance reporting.
  • Collaborate in the review and innovation of service delivery processes and initiatives.
  • Undertake training as required.
  • Actively contribute to Connect In conversations
  • Adherence to all relevant legislation, program guidelines and accreditation standards.
  • Ensure all required data is gathered and stored in relevant databases and files.
  • Timely updates of all client information into customer relationship management systems.
  • Follow Care Connect policies, processes and procedures and all relevant program guidelines.
  • Comply with and strive to continually improve Care Connects My Life, My Choice, My Way™ approach.
  • Attend and participate in Practice Support Meetings, team and site meetings (where held).
  1. Safety
  • Everyone at Care Connect has a responsibility to ensure that the working environment is one free from hazard or the risk of personal injury to staff, clients, customers or other stakeholders. All staff are required to take reasonable care for their own health and safety and that of other personnel who may be affected by their conduct.
  1. Other duties commensurate with skills and experience as directed.

Formal decisions:

Refer to Authorities and Delegations Procedure.

Competencies required:

  • Capable of acting as a Brand Ambassador in support of Care Connects’ services
  • Planning and organisational skills in managing self and a busy case load. Excellent time management skills.
  • Excellent interpersonal, communication (listening, written and verbal), meeting facilitation and liaison skills.
  • Ability to maintain professional standards whilst building relationships to support people to live independent and fulfilling lives.
  • Skilled in case note production with strong attention to detail.
  • Ability to work autonomously, and to work as part of a multi function team.
  • Ability to adapt to new technologies.
  • Creativethinker, with ability to communicate and implement innovative ideas.
  • Flexibility and ability to prioritise.
  • Ability to deliver within deadline (e.g. complete Care Plan within specified time.)
  • Ability to follow relevant work instructions, and apply concepts such as SMART goals.

Key selection criteria:

Experience

  • Relevant experience as per role requirements (CM1 to CM3); CM1 as per role and allocated supervision, CM2 at least 4 years and CM3 at least 5 years where formal tertiary qualifications have been obtained. In the absence of completed health or allied health tertiary qualifications, additional years of experience in relevant case management work applies (see Qualifications).
  • Experience in the delivery of person-centred practices in non complex and/or complex case management.
  • Experience in the Microsoft Office suite and exposure and/or ability to acquire skills in the mobile use of client database systems.

Qualifications and experience

  • CM1- Diploma in Health or Allied Health field or minimum of 6 years relevant experience to equate to Diploma in Health or Allied Health.
  • CM2 - CM3 - Degree in Health or Allied Health field or minimum of 8 years relevant experience to equate to Degree in Health or Allied Health.

Special employment conditions:

  • It is a condition of employment with Care Connect that all new staff are required to give written consent to a National Police Records Check. All offers of employment are provisional pending the outcome of this Check. If the National Police Records Check is not to the satisfaction of Care Connect in its absolute discretion, the employment may be terminated.
  • All employees are required to provide a current employee working with children check.
  • Current Drivers License: The successful candidate maybe required to obtain a drivers history report from the relevant authority.
  • Qualifying Period: If appointed from outside the organisation, the candidate will be subject to a six month qualifying period

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Last review: 23RD September 2016 Next review: 23rd September 2017