Team Leader - Support Coordination

POSITION DESCRIPTION

TEAM LEADER - SUPPORT COORDINATION

Position Title / Team Leader - Support Coordination / Employment Instrument / ADSSI Limited (trading as Adssi HomeLiving Australia) Enterprise Agreement 2016
Functional Area / HomeLiving Services / Financial delegation / In accordance with delegation policies
Organisational Context / ADSSI Limited trading as Adssi HomeLiving Australia is a not for profit organisation that provides practical HomeLiving services that promote choice, lifestyle and independence. Our primary purpose is to make a difference in the lives of people in our community, particularly the frail aged, people living with disabilities and dementia, their carers and others who may be disadvantaged.
Organisational Relationships / Position reports to:HomeLiving Services Manager
Positions supervised by this position: CHSP Support Facilitators, NDIS Team,
Key Relationships/Interactions:HLS and Customer Service Teams
Position Summary /

Team Leader - Support Coordinatorleads the support facilitation teamto ensure relevant program budgets and contractual requirements are met and direct reports achieve KPIs. The TL Support Coordinationis an integral link between the HomeLiving Services Manager and the Team.

The role provides coaching and mentoring to the team, and conducts regular supervision meetings.

Flexibility inthe role is expected to meet own billable hours. The incumbent maybe required to undertake other case management or coordination activities.

Qualifications and Experience /

Diploma in Community Services or Diploma in Case Management or an equivalent qualification and experience working in the health and/or community care sectors
Registration with the Case Management Society of Australia as a Certified Practising Case Manager or willing to obtain
Demonstrated experience and high-level competence in case management and care coordination for people with dementia and their carers
Experience in working with and achieving agreed performance measures including budget expenditure and project outputs
Proven experience engaging and leading a team to meet required performance outcomes
Understanding of and experience working within the following guidelines/standards:
Home Care Packages Program Operational Manual
Home Care Standards – Guidelines 2014
National Standards for Disability Services, 2013
Aged Care Act 1997

Completion of the online training listed below and production of completion certificates is required prior to starting work:

NDS Disability Induction Program Module 1, go to
What is Dementia? from Alzheimer’s Australia. 1 hour.

Note: if asked when registering, select the default “NA-Not Applicable” option under “Organisation”. Go to

LGBTI Training for the Aged Care Sectoravailable via ACON

Personal Qualities /

Solution-focused style and approach
Strong work ethic, integrity and stakeholder focus
Commitment to innovation and continuous improvement
Ability to foster client engagement
Strong commitment to enablingreal client choice
Commitment to assisting clients to set and achieve personalised goals
Sales awareness and understanding,relevant to the role, of pricing
Ability to manage client expectations around choice

RequiredCompetencies /

Sound understanding and practical application of contemporary leadership and support facilitation
Outstanding interpersonal, verbal and written communication skills

Be comfortable working with smart phone applications

Ability to apply project management methodology, set strategic objectives and priorities and meet deadlines while maintaining high levels of quality
Budget management
Sound administrative, organisational and planning skills
Ability to work within relevant funding agreements, contracts, policy guidelines, accreditation standards and legislative frameworks
Understanding of client pathways from CHSP programs to Home Care Package
Sound understanding a
Current NSW driver’s license and a safe driving record
High level IT skills

Key Responsibility Areas
Vision, Purpose and Values /

Actively develop and promote the desired organisational culture by ensuring all interactions, documentation and communications align with and support the organisation’s vision, purpose and values

Service planning / Plan own activities and report monthly to the Home Living Service Team Manager

Undertake planning for the project so that AHLA provides client services that ensure understanding of client needs, provide quality service delivery and a safe environment for clients, carers, family, staff and volunteers
Support clients to make informed decisions regarding their wellness and reablement as well as client choice and control
Undertake Support Plan Set Up in consultation with the client, carer, other relevant parties such as guardians and necessary specialist resource staff
In consultation with the line manager develop an annual plan for the project commencing 1 July each year; within the annual plan, set and monitor key performance indicators, budgets and agreed outcomes and report monthly to the line manager Assist in the development of plans, policies and procedures as they relate to the project and the HomeLiving Services Team as a whole
Manage special projects as assigned

Operational coordination /

Ensure the highest quality of care and service is delivered to clients in accordance with legislative and regulatory requirements and project guidelines
Deliver high level client services by:
Responding promptly to client referrals
Assessing individual clients to determine their functional ability and associated support needs; and thereafter determining eligibility, priority of need and suitability of services ensuring always that clients’ rights are upheld in accordance with the Charter of Client Rights and AHLA’s Code of Conduct and Ethics
Identify Pathways for client transition to Home Care Packages
Review and assess client Carelink data to identify clients suitable for transition to Home Care Package
Identify clients who have been assigned or approved for a Home Care Package. Provide clients and their carers with support and information which will enable them to make informed choices for a seamless transition to a Home Care Package
Ensuring accurate recording of care management hours
Monitoring of program budgets and preparing and forwarding monthly outcomes to HLS Manager and CHSP Team
Monitor NDIS service requests and supports provided
Ensure Team compliance with the completion and submission of NDIS reports with in specified timeframes
Developing service agreements and individual support plans based on needs in consultation with the client and/or carer, and thereafter monitoring and reviewing annually in accordance with project guidelines
Assessing occupational health and safety hazards in clients’ homes and take steps to minimise, control or eliminate identified risks to ensure a safe environment
Allocating services within the project description and allocated budget
Support the Team to Implement individual support plans which may include:
Negotiating and coordinating services through Customer service team, brokerage contractors and/or AHLA staff including community support workers, volunteers, linen drivers, and Building Services to deliver services in accordance with standard operating procedures
Providing choice and referring clients to alternative services where necessary
Monitoring the quality of service delivery and seeking client feedback
Monitor and ensure NDIS Support Coordination and Planning hours are rostered in Carelink for NDIS claim
Ensure client visits are within the timelines specified in individual project guidelines or when the need arises
Provide advice, information and guidance to the Customer Service in relation to the project
Act as Duty Coordinator and/or Key Worker when required and in accordance with established policy and procedures

Coordinate the seamless transition of clients across AHLA projects and services, or exit clients appropriately
Ensure a standard of customer service and client service provision that exceeds the minimum service standard requirements and that utilises a problem-solving approach that takes into account the individual needs and concerns of clients and their carers

Ensure services are delivered using a client-centred approach that values independence, dignity and choice

Finance, administration and reporting /

Expend project funds on client services in accordance with funding guidelines, established procedures and internal controls
Monitor the relevant project budget/s to ensure outputs are met; take early corrective action to maintain required outputs and achieve client service objectives
Provide monthly updates to the Home Living Services Manager on output achievements and challenges, including corrective, improvement or growth strategies
Maintain up to date documentation, Carelink+, MDS records (where applicable), DSS records client files and reports
Write letters and reports regarding clients or incidents and issues and obtain appropriate approval as required
Provide monthly project reports to the Home Living Services Manager including but not limited to:
Project activities, incidents, work plans, operations and budgets
Client numbers, outputs, unmet demand and other statistics
Positive and negative feedback and any resolution strategies required
Progression of learning and development plans
Policy and procedure development and review
Brokerage contractor information and updates
Progress reports on special projects
Undertake government project reporting within required timeframes

Service quality /

Provide advice, information and guidance to assist direct workers to deliver high quality client services
Liaise with other Team Leaders to ensure the effective use of direct worker resources

Ensure team members work within funding contract requirements
Ensure sufficient direct workers are available to support quality service delivery
In collaboration with the HR department, arrange training, licensing, certification and other requirements of direct worker positions

Line Management /

Collaboratively establish annual work objectives, learning and development plans and key performance indicators of direct reports and review in line with the performance management cycle
Induct, train, coach and mentor staff as appropriate to ensure job satisfaction and employee engagement and the achievement of work objectives

Ensure team compliance with policies and procedures
Conduct regular team meetings to encourage teamship, information sharing, innovation and collaborative problem solving

Manage the team’s spread of hours and manage planned and unplanned team member absences to ensure the continuation of quality service provision

Relationships and community engagement /

Develop effective and mutually beneficial relationships with internal and external stakeholders and ensure strong working relationships exist with contractors and agencies
Develop and maintain professional networks and relationships with GPs, health professionals and other agencies as appropriate.
Attend activities conducted by appropriate organisations and associations to ensure access to current information on effective community care practices and processes and that accurate information exchange takes place

Initiate, develop and deliver community development activities in relation to designated projects

Compliance and continuous quality improvement / Collaborate in the setting of KPIs for the position

Foster a working environment that values best practice and continuous quality improvement
Ensure quality performance in all service delivery using quality audit procedures such as spot checks, file reviews and client feedback
Forward complaints, compliments and feedback to own line manager andrelevant department to ensure timely resolution and contribution to continuous quality improvement

Contribute to the review, analysis and improvement ofthe department

Ensurethe secure storage of client records to protect confidentiality

Customer service / Actively promote a culture that values a high level of customer service to clients and co-workers. You will seek ways to improve internal customer relations and contribute to a healthy and productive work environment. You will take steps to improve internal relations by showing by example that you think of co-workers in the same manner as external customers by providing the same high level of service. You will set an example by showing appreciation for your co-worker’s efforts and encouraging their feedback.
When thinking of customer service, we often consider the people outside of AHLA who pay for the services they receive, the “client”. AHLA has both internal and external customers. Internal customer service is the service we provide to our co-workers, as well as our suppliers and anyone else with whom we work to get our jobs done. Good relationships with and excellent customer service to internal customers (our co-workers) is rewarded by a positive customer experience for our clients (the external customers).
Work Health Safety and the environment (WHS&E) / While at work you will actively promote a culture that values a safe and healthy workplace and take all practicable steps to;

Exercise due diligence to ensure departmental compliance with work health safety obligations
Comply with the Work Health Safety Act and Codes of Practice
Ensure your own safety and the safety of others through meeting your departmental duty of care obligations by
Training workers in safe work practices
Regularly communicating safety issues to workers
Providing and ensuring workers use PPE appropriately
Regularly reviewing procedures, protocols, SWI and SWMS
Ensuring equipment is properly maintained
Taking appropriate action where workers have breached health and safety policies, procedures, protocols, even if no injury has resulted
Role modelling correct, healthy and safe behaviours
Constructively collaborating with workers on health and safety matters

Comply with the Work Health Safety Act and Codes of Practice
Ensure your own safety and the safety of others
Ensure your actions or inactions do not cause harm to any other person
Ensure that you are familiar with and comply with all health and safety policies and procedures
Report to management as soon as practicable, any accidents, incidents or hazards arising during the course of your employment
Report to management as soon as possible any of your concerns relating to health and safety
Ensure that incidents, accidents and hazards are identified, recorded, reported and managed in accordance with established policies and procedures

Participate in the Adssi HomeLiving Australia rehabilitation program
Organisational culture / Adssi HomeLiving Australia’s culture is based on the following:
Core values:
Good GovernanceClient FocusQuality Focus
Professional ConductResults DrivenConsultative
Support values:
LeadershipExcellenceCommunication
IntegrityAccountabilityIndependence
EngagementGoal focusedInnovation
SupportiveLife balanceFun
It is the expectation that all staffand volunteers uphold these values and are committed to the organisation’s vision and purpose.
Vision:To make a difference in the lives of people in our community
Purpose:By providing practical HomeLiving services that promote choice, lifestyle and independence
Environmental commitment:
Adssi HomeLiving Australia is committed to developing and implementing practices for controlling our impact on the environment, conserving and enhancing our use of resources and managing waste.

SIGNATURES

Employee Name / Date
Employee Signature
Line Manager Name / Date
Line Manager Signature

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KEY PERFORMANCE INDICATORS

Performance levels defined

Exceeded (E) / Performance exceeds expected outcomes
Met (M) / Performance against objective is in line expected outcomes
Partially Met (PM) / Performance against objectives partially meets expected outcomes.
Not Met (NM) / Performance against objectives is well below expected outcomes and requires immediate intervention to correct gaps in individual performance
Core Topic / Key Objective / Performance indicators
Specific, Measurable, Attainable, Relevant, Timely / Performance Level / Line Manager’s Comments
NM / PM / M / E
WHS /

Ensure a safe and healthy workplace

100% of incident investigation recommendations are implemented within the specified time frame

100% of hazards rectified within the specified time frame

100% of accidents are reported to line manager within 1 business day of the event

100% of hazards are reported to line manager within 5 working days for a minor hazard; or 48 hours for a serious hazard

Core Topic / Key Objective / Performance Indicators
Specific, Measurable, Attainable, Relevant, Timely / Performance Level / Line Manager’s Comments
NM / PM / M / E
Quality /

Ensure that work is performed to the required standard

Improve efficiencies by reviewing own and team KPIs annually
All AHLA, HLS, CHSP and NDISprocesses are adhered for service intake, delivery, reporting and exit of clients
Updating Portal information with notes and service commencement dates,
100% Completion of relevant documentation for own client assessments/reviews
Monthly spot checks of team’s documentation shows compliance with all requirements
Completion of CHSP Client reviews with in the 12 months of commencement and then annual review
Completion of NDIS Client Support Coordination Reports and emailed to NDIS Engagement Team Quarterly

Core Topic / Key Objective / Performance Indicators
Specific, Measurable, Attainable, Relevant, Timely / Performance Level / Line Manager’s Comments
NM / PM / M / E
Operations /

Ensure the highest quality of care and service is delivered to clients in accordance with legislative and regulatory requirements and project guidelines

Own KPIs are reported on monthly and met Relevant programs are reported on monthly and meet budgets and all contractual requirements
Referral waitlist meets My Aged Care requirements and timeframes
Services are delivered within relevant Guidelines and legislative requirements
Status of portals is reported on monthly and complies with HLST Manager’s directives

Core Topic / Key Objective / Performance Indicators
Specific, Measurable, Attainable, Relevant, Timely / Performance Level / Line Manager’s Comments
NM / PM / M / E
Line Management /

Staff are engaged and productive

The completion of 11 (pro rata) support meetings with their individual team members as well as the annual round up meeting.
Team reports on and meets 85% KPIs monthly

The achievement of the Key Objectives and Performance Indicatorswithin this plan will form part of the performance management of the individual and will be reviewed in the specified timeframe.
Line Manager’s Signature / Date / Employee signature / Date

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