Footsteps Community Services (FCS) is a for-purpose organisation with the ambition to support the community nationally, specifically people who have been marginalised or those at risk to be. The organisation provides a range of services including:
• Individualised Therapy
• Positive Behaviour Support
• Support Coordination
• Community Nursing
Footstep specifically services young people and families as well as older Australians. The team is a group of multi-disciplinary professionals committed to making a difference in the life of the people we serve.
Summary of the Position:
The Support Coordinator is a client-focused practitioner responsible for delivering Support Coordination Services to FCS’ clients. This includes but is not limited to:
• Liaising with stakeholders.
• Meeting and interacting with clients.
• Developing brand awareness.
• Actively supporting client’s acquisition and retention.
• Being central in the delivery of quality Support Coordination services.
Accountability:
The Support Coordinator reports directly to the Support Coordination Team Leader/ Manager.
Individual attributes:
• Professional.
• Able and willing to challenge the status quo.
• Outstanding time management skills.
• Achieve client satisfaction through delivering quality service and value for money.
• Ability to respond and adapt to competing priorities
• Demonstrate a thirst for continuous personal improvement.
Main responsibilities:
Client support:
• Assist clients with understanding their plan, funding and NDIS processes.
• Establish and maintain a good rapport and communication with clients and stakeholders in an age-appropriate manner.
• Respond to clients’ enquiries regarding the range of services provided.
• With a can-do attitude, address clients’ needs and provide solutions to day-to-day hurdles as they arise.
• Implement and monitor clients’ plans and contracts. Develop reports as required.
• Complete all necessary documentation related to service delivery including recording billables and developing risk management plans.
• Manage yourself and others to deliver support coordination services to allocated clients including trouble shouting and ensuring you deliver on client’s goals.
• Prepare clients for plan reviews by assessing goals and needs, identifying solutions to problems experienced while considering new goals.
• Strengthen clients’ informal support networks and life transition planning.
• Establish and maintain relationships with service providers.
• Link clients with appropriate services and service providers (such as housing, health, education, and transport).
• Maximising plans value for money by liaising with plan managers and NDIS planners.
• Connecting clients with crisis services when unexpected events occur.
• Uphold the confidentiality of clients, their families and the organisation.
• Build and share with clients an understanding of the NDIS price guide and flexibility with budgets; the rules and legislation relating to reasonable and necessary supports and the role of the mainstream service system.
Operations:
• Carry out administrative duties, maintain files, data entry and accurate case note entrance as required
• Meet individual and team KPIS.
• Participate in services design, development and planning activities, training and personal development activities and team meetings. (team meeting attendance is compulsory).
• Contribute to a positive workplace environment grounded in mutual respect and professionalism with all colleagues.
• Contribute to the evaluation and analysis of guidelines, policies, and procedures applicable to your clinical/professional work.
• May be required to contribute to the supervision of students or assistants.
• Contribute and participate in Quality Improvement practices of the organisation.
• Contribute to brand development, recognition, and awareness.
• Demonstrate integrity in all business activity.
• Facilitate information sharing and the development of a knowledge management system.
• In circumstances where Footsteps is not the best option for the client, work with the client or referrer to find a more suitable alternative support pathway.
Leadership:
The Support Coordinator operates as a mentor, coach, and team member.
Key selection criteria:
Mandatory General:
• Hold, or be willing to obtain, a current criminal history screening positive notice card; a current Blue Card, NDIS Worker Screening, and first aid qualifications.
• A minimum of 2 years’ experience in a customer-centric role.
• Good grasp of the Support Coordination function.
• Demonstrated knowledge of the NDIS principles and processes.
• Good community network.
• Good networking skills.
• Strong report writing and computer skills with the ability to provide written reports as necessary.
• Clear understanding of client Management and client service principles.
• Excellent customer service skills
Mandatory Interpersonal Skills:
• Outstanding phone manners
• Excellent communication skills and ability to establish an effective rapport with clients and their families.
• Excellent analytical and problem-solving skills and abilities.
• Demonstrated ability to work as part of a team and autonomously.
• Demonstrated ability to give and follow reasonable instructions.
Appreciated:
• A relevant degree.
• Experienced of the Community Sector.
• Experience as a Coordination/Support Coordinator.
Other:
• Resourcefulness, solution-focused.
• Initiative and the ability to innovate.
• Thirst for personal growth.
Perks
• 13th month paid in December.
• 20 paid holidays per year(in addition to PH public holidays).
• Fully paid personal health insurance.
• Fully equipped home office (laptop, screens chair, desk…).
• Uncapped bonuses (upon reaching monthly KPIs).