Tender Loving Care Disability Services

About Tender Loving Care Disability Services

The essence of the Customer Care Specialist’s role is to understand and document the goals of clients and ensure that all information relating to the clients’ goals is captured on MyP. The Customer Care Specialist is also responsible for capturing all information relating to newly recruited staff, and assisting in maintaining their files. The Customer Care Specialist would also be the Customer Care Manager’s personal assistant. The Customer Care Specialist will be the first point of contact for both Community Support Workers and clients. They will have a responsibility in assisting in performing general administrative tasks, as well as taking on relief shifts. Responsibilities and duties include, but are not limited to: Person Understand the needs and experiences of the people we support and uphold their rights Empower individuals and provide clients with the opportunity to make informed decisions and choices. Promote dignity, privacy and confidentiality at all times. Work effectively with our clients strengths, abilities and needs, in consultation with the individual and relevant stakeholders Actively seek to understand the people we support and engage with community to create meaningful relationships Develop and maintain safe and professional relationships with clients and supported staff. Ensure personal data is collected and stored securely according to the individual and organizational guidelines. Assist in preparing paperwork and forms for both interviews and inductions for support worker candidates to complete. Determining supports and services required to assist client in reaching goals. Searching for support workers with relevant skillsets to clients taken in. Seeking feedback from clients to ensure that they are happy with their new support workers. Forwarding invoices to CEO for approval. Finding workers with skillsets matching the needs and goals of clients. Community Create an environment that reflects the needs, culture, personality and aspirations of our clients. Promote community presence, choice, respect and meaningful community contribution. Develop and support programs that promote skill development and encourage contribution in leisure, sport, recreational activities in the community. Promote and support clients to access connections and networking opportunities outside of the service system, aligned with individual goals. Identify strategies to support clients in mainstream community-based networks and activities, in accordance with their NDIS plan goals. Liaise and work cooperatively with a range of external stakeholders including families, group homes, case managers, specialists and teachers Planning Work within a person-centred framework including thinking, planning and practice Facilitate the development of person-centred plans Implement and review person-centred plans Monitor and record outcomes of goals on a regular basis Maintaining comprehensive progress notes for clients Ensuring client risk profiles are up to date for all assigned clients. Reviewing and monitoring NDIS plan and assisting clients to identify and achieve goals through strategy development and implementation in order to complete relief shifts as required. Liaise with appropriate stakeholders when required and ensure they attend meetings when required. Developing, implementing and reviewing goals for all assigned clients and ensuring progress is made towards those goals whilst performing relief shifts. Reviewing, Maintaining and understanding all client support plans including but not limited to, behavior intervention support plans eating and drinking plans, epilepsy management plans, communication plans and mobility plans prior to undergoing relief shifts. Participate in program development, implementation and review, when required. Setting timed plan to ensure that all data required has been entered accurately. Engaging and coordinating service providers on behalf of customers and link customers to relevant providers Meeting with and engaging customer to develop and refine their goals Engaging with and building relationships with Support coordinators, LAC’s, NDIA staff Building knowledge of NDIS to support participants to utilize their plans Assessing and managing risk in line with organization policies Providing high level customer service and support Culture/ Team Ensure all activities are carried out in a manner consistent with Tender Loving Care’s values and mission Maintaining client confidentiality and right to privacy at all times Contribute positively in the development of team goals Participate in the development of organizational goals Attending and participating in board meetings and taking meeting minutes. Attend training and contribute to and follow Individual Development Plans · Actively participate in an ongoing process of change in the workplace initiated by management in consultation with other stakeholders, · Participate in the ongoing review, development and implementation of Tender Loving Care’s programs and activities, in conjunction with relevant employees, leaders and other key stakeholders, Recording team meeting minutes and ensuring actions arising are followed up in a timely fashion Safety, Health and Environment Contributing to maintaining site cleanliness as required Promoting and adhering to safe work practices to create a safe work environment; Assisting with continuous improvement/best practice initiatives; Conducting risk assessments; Completing incident reports and investigating as appropriate; Commitment to a zero- injuries, zero-lost-time work place protocol. Administration Ensure compliance with all Tender Loving Care systems; Reading the communication book and checking Tender Loving Care site and Tender Loving Care personal email daily; · Ensuring safe, lawful and responsible operation of any Tender Loving Care motor vehicles or other equipment; · Ensuring all service agreements, intake and consent forms are signed. Completing filing and other administration tasks as directed. Maintenance of client files, ensuring all client files have relevant paperwork to clients. Ensuring employees have provided all relevant paperwork and have filled in relevant forms. Entering all information relating to new clients and staff onto MyP accurately, and in a timely manner to ensure all services can be kicked off. Ensuring all new clients on MyP ARMS. Ensuring all clients goals are on MyP GOMS Ensuring all staff are on MyP 94six Signing workers in and out of car usage registers, ensuring all log books have been completed, and also keeping track of cars. Checking that all invoices have been paid and forwarding unprocessed invoices to CEO to be processed. Essential Relevant experience supporting people with an intellectual disability and/ or children and young people in a related area/ field Awareness of the rights of people with intellectual disabilities and/or multiple disabilities; Strong commitment to inclusion of people with disabilities within the community; Ability to support and motivate Tender Loving Care clients to ensure that they can always attempt to reach their full potential; Possess good knowledge of the disability service standards and ability to “live” them; Demonstrated interpersonal skills with the ability to communicate and relate to people we support and their families and friends. Demonstrated ability to work as part of a team and contribute to team goals Advanced written and verbal communication skills. Competent administrative and documentation skills Advanced Microsoft suite skills. Previous experience in using CRM systems such as MyP. Be flexible, highly motivated, possess emotional intelligence, maturity, a sense of humour and willingness to subscribe to the Tender Loving Care mission and values; Maintain current NSW driver’s licence; Hold a current First Aid certificate. Desirable Experience in working in the disability care field; Understanding of and exposure to person centered planning. Previous experience in providing detailed reports. Job Type: Full-time Salary: $70,000.00 to $75,000.00 /year Experience: NDIS: 3 years (Preferred) disability services: 3 years (Preferred) Education: Diploma (Required) Location: Padstow NSW (Preferred) Licence: NSW drivers' (Preferred) Work Eligibility: The candidate can work permanently with no restriction on hours (Required) Benefits: Training and professional development assistance

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