Client Services Manager

Summary about this job

Detail information about job Client Services Manager. Terms and conditions vacancy

• Exciting opportunity for a professional individual
• A chance to grow with this well regarded organisation
• Full Time, City Fringe Location with onsite Parking

Client Services Manager

Aboriginal Community Services (ACS) is a well-established leading provider of community support and residential care services to Aboriginal and Torres Strait Islander people in Australia.  ACS supports the Aboriginal Community and their carers with a range of home and community based services through our various businesses.  Our focus is to provide integrated youth, disability and elder care services. 

Aboriginal Community Services offers challenging and fulfilling work opportunities. We have a strong commitment to staff training and development and offer family friendly, flexible work conditions. The values, skills, and commitment of our staff are key to our success and reputation as an organisation that has been providing high quality services to the Aboriginal Community since 1995.  

We are seeking an experienced Client Services Manager to join our team.  Overseeing our entire Adelaide Client Service Operations, the role will also play an integral part in our other regions, including the APY Lands, with specific emphasis on Community and Home Care Packages.

This position plays a key role and will be a member of our Business Operations Management Team.  You will be responsible and accountable for the performance, strategic development, financial management and day to day operational management of the Client Services Department with focus on leading the delivery of meeting organisational objectives, service delivery standards and timelines, stakeholder expectations and client needs.  In collaboration with stakeholders and staff continuous service monitoring, quality improvement, improving models of service delivery and a focus on innovative approaches to Client and Community Services and Complex client support.

The role also provides an opportunity to enrich the lives of our clients and plays an integral part in promoting and supporting the social, spiritual and cultural preferences of our Elders.   

This is a diverse and challenging role which will include future development of the Client Services Team and Client Services Model, improved services for Home Care Clients and also ensuring we have the capability and readiness for the transition from CHSP to HCP by 2020.

Responsibilities will include:

• Strategic, Performance and Financial Management of the Client Services Department, including coaching and mentoring of the Client Services Team;
• Operational management and leadership of programs including coordination of daily operations in accordance with approved service delivery models and operational guidelines and procedures
• Manage the functions of programs ensuring the implementation, monitoring and review of systems, policies and procedures to meet accreditation and legislative requirements
• Model and promote culturally appropriate care to meet community needs
• Effectively and efficiently deal with client feedback, including complaints and grievance resolution
• Identify opportunities for innovation within the programs and services consistent with strategy and purpose
• Assisting the organisation to understand the End to End Client Journey for programs with the view to driving growth through detailed client analysis and segmentation; maintenance compliance within the framework of the CHSP and HCP Funding Agreements; Policy and Procedure Development; and ultimately driving gains in employee and client satisfaction.
• Monitor, review and evaluate performance and program outcomes and participate in performance and service review 
• Direct, co-ordinate and manage workflow of program teams, ensuring organisational and individual goals are achieved
• Provide guidance and support to the teams in their delivery of services, and the management of their workloads and priorities
• Overall responsibility for the client management system and database, including data integrity and ongoing monitoring;
• Ongoing rostering and resource management, including management of transport;
• Development, implementation and management of KPI's and performance, including monthly business management reporting;
• Develop and drive change within the Client Services team and the overall service delivery framework, including continuous quality improvement and Home Care Common Standards.
• Liaising with government agencies, key stakeholders, community and clients to foster effective relationships and partnerships.  
• Providing leading edge strategic direction and modelling for Client Services
• Co-ordination and Involvement of social activities;
• Supporting the strategic directions of government enabling our elders to have access to suitable and consistent services through implementation of ACS Client Service Strategy and implementing actions to reduce elder abuse, and improve the quality and health and well-being of vulnerable/disadvantaged Aboriginal/Torrens Strait Islanders.

This is a full-time role that requires flexibility in order to ensure high-quality and culturally appropriate services are delivered to all Elders and communities within Adelaide and other regions, with future aspirations Australia wide.

The Right Employee
Due to the scope of responsibilities encompassed in this role, we are looking for a highly experienced and qualified individual with emphasis with the following skills/experience:

• Prior leadership/senior management experience, preferably from within a Community, Social Welfare or Aged Care service, including Commonwealth Home Support Program and Home Care Program;
• Strong Commercial Acumen and deep technical understanding of budgets and financial reporting;
• Knowledge of and a technical understanding of Commonwealth Home Support Programme (CHSP) and Home Care Packages (HCP);
• Demonstrated experience in training & coaching in a service delivery environment;
• Experience in development and implementation of customer service improvement projects and business case submissions;
• Significant experience in providing assessment and intervention services for elderly/younger people and families subject to statutory involvement;
• Experience in developing and maintaining current organisation wide protocols, policies and procedures to support successful operation of programs 
• Strong attention to detail and management of operations within a focused quality systems framework
• Experience with improving the liveability and quality of life of the elderly, including Sport and Recreation, Leisure and Lifestyle, Vibrant Communities and Regulatory Services.
• Experience with promoting and championing innovation and visionary leadership required to help drive an organisations vision, desired outcomes and community expectations.
• Strong background in reporting to a Leadership Team in the development and implementation of long term strategic planning and direction.
• Proven experience as an exceptional Manager within highly complex, multi-stakeholder driven environments where the emphasis has been on effective resource and financial management, clear goal setting and collaborative, results focused team work.
• Demonstrated experience in delivering visible results that will contribute to improving the health of Aboriginal and Torrens Strait Islanders and the elderly.
• Actively committed to supporting staff to develop and drive continuous improvement in how services are delivered to vulnerable/disadvantaged people.
• A problem solver and strategic thinker who can lead the development of practical and creative solutions to service design challenges;
• Effective communication and interpersonal skills and strong computer skills;
• Exceptional personal presentation and conduct;
• Ability to adapt and change in a complex, diverse and culturally sensitive environment;
• Ability to think outside the square and to manage multiple projects at any given time. 
• Qualifications in Business, Project and Quality Management will be well regarded.

Salary will be negotiated commensurate with previous experience and expertise, including base salary, superannuation, tools of trade and access to generous salary packaging arrangements. 

If you would like to work in a long term professional environment, have a genuine desire to succeed and become part of a passionate and focused team, please call the Manager, People and Organisational Development on 08 8346 9155 for a confidential discussion.

Applications close 27th July 2018.   Interviews may commence earlier.

Applications must include a Resume and Cover Letter and address the selection criteria to be considered for this role.

Aboriginal and Torres Strait Islanders and other's from diverse backgrounds are encouraged to apply.  ACS upholds a working environment that is free from discrimination in accordance with Equal Opportunity Legislation.  Employment is conditional upon holding a current Police and DCSI Clearance.