Purpose of Position

To coordinate and manage the scheduling of care workers to meet client needs efficiently, ensuring compliance with care plans and service agreements.

Client Focus

·             Serves as a liaison between referral sources, families, carers and staff members.

·             Schedules services using Right at Home’s CRMs and associated platforms and recovers information on clients and carers for input into the system.

·             Create and maintain schedules for caregivers based on client requirements, staff availability and skill matching.

·             Ensure clients receive services at agreed times, adjust schedules promptly for changes or emergencies and escalate as required.

·             Notify care workers of their shifts, confirm attendance and handle last-minute changes. Planning of effective rostering based on both business priorities, client care and legislation.

·             Use a variety of superior interpersonal communication skills to deliver genuinely respectful client engagement, including active listening, information gathering, problem analysis/solving, persuasiveness, and negotiation.

·             Ensures billings are accurate and descriptive of services provided.

Administrative Functions

·             Maintaining all relevant operating systems, including our CRM, policies & procedures & service conditions for carers, nurses & other care professionals.

·             Assisting with onboarding and orientation of the Care Team.

·             Serves as a liaison with the accounts department, ensuring proper billing in line with program guidelines and applicable award.

·             Compliance with WHS regulations.

·             Any other administrative task as delegated.

Business Functions

·   Ensure effective scheduling to meet business requirements.

Documentation

·             Ensure all documentation is accurately and comprehensively completed ‘as you go' in Right at Home databases and software programs in accordance with organisation policies and procedures and legislative frameworks.

·             Maintain contemporaneous records and documentation in accordance with quality standards, frameworks and organisational policies and procedures.

·             Complete reports as required and contribute to ensuring a cycle of continuous improvement is embedded in the way services are provided.

Leadership

·             Participate and contribute to the planning processes, policy and procedure development relating to their area of responsibility.

·             Provide peer support to fellow team members regardless of their role. Promoting a spirit of ‘everyone matters' in an environment of collegiality and working together.

·             Ensure daily workload management and timeframes are proactively managed to ensure optimum effectiveness and productivity.

Culture

Promote and develop a culture of thought leadership and teamwork that reflects the values and care principles of Right at Home by:

·             Ensuring all staff feel they are valued and important contributors to the team (Everyone Matters!).

·             Promoting and committing to a continuous journey of personal growth of all staff and clients (Life Long Learning) (Improve the quality of life for those we serve).

·             Creating an environment of ensuring laughter and purpose for both clients and staff (Positive Energy, Fun and excitement!).

·             Striving to always do the best we can (Service Excellence).

·             Thinking outside the square to inspire new ideas (Innovative Thinking).

·             Embrace change; meet challenges with courage and fortitude (Be fearless, be brave!).

·             Committing to and being accountable to the professional and ethical standards of behaviour, individually and within the team (Absolute Integrity).

·             Undertake projects as requested (Yes, we can!).

Educational Qualifications

·       CERT III in home and community care, aged care or disability care is an advantage.

Experience

·       Previous experience in a similar role or related discipline – Desirable

·       Knowledge of the Home Care and/or Aged Care industry.

Skills, Knowledge and Abilities

·         Establishes and maintains effective communication and harmonious working relationships.

·         Well organised and methodical.

·         Systems-oriented.

·         Willingness to learn.

·         Updates knowledge and skills by pursuing continuing professional development.

·         Time management and organisational skills.

·         Ability to implement organisational and client-focused documentation and systems.

·         Analytical and problem-solving skills.

·         Ability to promote a positive and supportive culture where all staff are valued.

·         Ability to coordinate work activities.

·         Problem-solving, negotiation and conflict resolution skills.

·         Computer literacy – Enterprise management software.

Key Selection Criteria

·         Appropriate qualifications and experience in an office environment.

·         Australian Federal Police Clearance Certificate.

·         Driver’s License and a comprehensively insured, dependable private vehicle.

·         Demonstrated ability to communicate effectively with Clients/ significant others and members of the Care Team.

·         Demonstrated ability to maintain and promote the safety of clients, self and others, including a knowledge of emergency procedures and Work Health and Safety.

·         Knowledge of CRMs systems and Microsoft Office.

·         Ability to learn other in-office platforms.

In-Service Training

Participates in mandatory education and ongoing In-Service training (This requirement need not be met exclusively through Right at Home-sponsored in-services programs).

Working Conditions/Environment

Primarily work in the office. Shifts or visit times and days vary with clients’ needs.

Notes/Special Instructions

May be called upon to perform additional tasks as required by the office.