Position:Home Care Packages Client Services Support officer

Classification:EBA - Admin Assistant; SCHCADS – Level 3

Department/ Program:Aged Care

Location:86A Kooyong Rd, Armadale

Employment Type:Part time

Reporting to:Aged Care Manager

Supervision/Support:Aged Care Manager

“Every person

has the right

to a

decent life”

1.0Characteristics

You will work under direction of the Aged Care Manager and support of care advisors using the established guidelines of the program. You will require working knowledge of aged care service delivery in the community and the aged care reforms including Consumer Directed Care.

As this is a new position as part of the transition to a Consumer Directed Care Model, you will work closely with the care advisors in development of the role.You will have an ability to problem solve and show initiative within the capacity of the job requirements.

You are expected to provide administrative support as well as facilitate coordinated service provision to clients and have a high quality customer service focus.You might need to use your knowledge, judgment and work to solve problems of limited difficulty. You are expected to provide assistance to lower classified workers or volunteers. At this level, you may exercise initiatives in the application of established work procedures

1.1 Program context

Prahran Mission Aged Care Program currently provides 81 Level 2 Home Care Packages in the Inner South East (LGAs of Glen Eira, Stonnington & Port Phillip). The client group all have complex needs including mental health issues. A high percentage are financially and/or socially disadvantaged and also culturally and linguistically diverse (particularly Greek and Russian speaking).

The program is currently transitioning to the Consumer Directed Care Model as part of the Aged Care Reform process.

2.0 Key Responsibilities

You are responsible for undertaking a range of activities in the application of established work procedures. You will exercise initiative and judgment within the guidelines and procedures including assisting senior employees developing new systems and processes to assist the smooth operation and accountability of the program.

2.1 Service coordination/facilitation

  • Be the main point of contact regarding brokered service coordination for the program
  • Take all phone calls regarding services and redirect to care advisor where appropriate
  • Liaise with relevant brokered service providers and clients in setting up the initial service schedule on behalf of the care advisor
  • Liaise with care advisors to ensure services are being delivered in accordance with consumer wishes and goals of the care plan
  • Ensure all confirmed shifts are set up in roster and shifts updated in a timely manner
  • Actively participate inweekly team meetings by sharing knowledge and providing feedback on service provision and clients

2.2 Admin duties

  • Attend meetings and take minutes as required. Ensure minutes are completed and distributed in a timely manner.
  • Validate service invoices against rostered shifts and follow up any adjustments as required.
  • Assist in developing forms, letters, newsletters and other communications
  • Assist with service agreement document management
  • Photocopy, collate and distribute information as required
  • Prepare client files and information packs and other client resources as requested.
  • Print monthly financial reports and client budgets from the data base as directed

2.3 General

  • Participate in supervision fortnightly.
  • Attend network meetings as appropriate.
  • Participate in on-going professional development by attending in-service and external training as identified in regular supervision.
  • Actively contribute to on-going continual improvement and quality review processes
  • Be actively involved in Prahran Mission organisational activities and projects where directed

2.4 Program Development

  • Assist in maintaining the quality outcomes of the Aged Care Program through regular feedback on client needs and service provider performance and through contribution at team meetings.
  • The service support officer will be actively involved in the definition of the role during the initial employment phase (3-6 months.)

2.5Other Responsibilities

  • Adhere to all Prahran Mission Policy and Procedures.
  • Adhere to WHS guidelines when reporting incidents, maintenance issues etc. to relevant parties.
  • Be committed to the continuous quality improvement of the service.
  • Be actively involved in Prahran Mission organisational activities and projects.
  • Promote ethical and non discriminatory behaviours and practices which incorporate respect, dignity, confidentiality and a duty of care.

2.0Requirements ofthe Job

You will require:

  • An ability to perform duties in an efficient, professional, calm and courteous manner, providing a strong customer focus
  • An ability to work in a flexible and creative manner to cope with multiple and often competing demands of staff,consumers and service providers.
  • Openness to new and different ways of doing things and willingness to pursue personal development of skills and knowledge to enhance service delivery
  • Ability to establish and maintain effective working relationships with supervisors co-workers, external agencies and the clients
  • Understanding of basic computing concepts.
  • Working knowledge of statutory requirements relevant to the workplace.
  • Sound knowledge of procedural/operational methods of the workplace;
  • Thorough knowledge of work activities performed within the workplace.

4.0 Organisational Relationship

You will work under general supervision and direction of the Aged Care Manager and operates as a team member. You may supervise volunteers.

4.1 Accountability

You will report directly to the Aged Care Manager and will be accountable to the Care Advisors on a day to day basis.

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4.2 Other Relationships

Program Staff

You will communicate with and work co-operatively with other program staff and volunteers

Consumers

You will ensure the needs and rights of all service users continue to be the major focus of all Prahran Mission programs and will ensure that Prahran Mission policies and procedures are upheld.

Prahran Mission Staff

As part of a wider Prahran Mission team, you will liaise, meet with and share responsibility with other Prahran Mission staff where appropriate and as directed, in line with the work of the whole organisation.

External Stakeholders

All staff will be professional in their interactions and communications with external stakeholders and shall uphold and represent the values of Prahran Mission at all times.

5.0 Extent of Authority

You will have freedom to act within the defined practices and problems can be solved by referring to the procedures.

I have read and understand the content of this Position Description.

Signature of Employee: ______Date: ______

Signature of Manager: ______Date: ______

Position #
AC0004 / Creation 24/12/14
Review 23/12/16 / Home Care Packages Client Services Support officer v1.0 / Approved By
BD / Page 1 of 4