Share your commitment for the rostering of quality support services in the local community and become a Customer Service Delivery Lead with EACH.

• Full Time Position
• Eastern Suburbs Location
• Not-for-profit Organisation

About the Role:

As a Customer Service Delivery Lead you will be:

• Managing a team of Support Workers to deliver direct supports to NDIS customers. This is a leadership position and manages the rostering & deployment of staff to shifts across a 24/7 roster (approximately 800-1000 service hours per week).
• Provide a critical interface between customers and Support Workers to ensure appropriate matching of skills and customer needs.
• EACH is committed to the delivery of quality and safe services and this role is responsible for ensuring that customers receive the care they require.

About You:

• This position would suit someone with a strong understanding customer needs,
• The ability to coordinate support services in accordance with their individual NDIS packages.
• Has strong administrative skills and an understanding of rostering systems and Carelink+
• Has high-level organisation skills, and excellent interpersonal skills to manage the expectations of both customers and Support Workers.
• Be accountable to receiving feedback from Participants and workers
• Must be capable to address any concerns or incidents in line with EACH policies and procedures.
• The successful candidate will have leadership experience and be able to manage a team of Support Workers. This will include undertaking; supervision, performance management, performance improvement plans, coaching and mentoring. Also included as part of this role will be an ability to optimize the workforce you are managing by matching the appropriate Support Worker to the customers' needs aligned with skills, experience and costing.
• Candidates also need to show a commitment to professional and ethical conduct and the values of the organisation.

About EACH:

A contemporary not-for-profit EACH provides a range of health disability, counselling and mental health services to the community. From humble beginnings established in the Outer East of Melbourne over 44 years ago, committed teams at EACH now consist of over 1300 staff across 65 sites throughout the eastern states of Australia. Together we support over 40 000 clients annually.

At EACH, our vision is for a healthy and inclusive community. Our values promote Customer Centricity, Social Justice, Service Excellence, Innovation and Collaboration – and these underpin the way we work and deliver our services.

You can find out more about us here - http://www.each.com.au

We recognise that not everyone experiences life equally. Our focus is about creating opportunities for equitable outcomes. No matter what someone’s starting place, we will support them to achieve their goals.

We embrace diversity in all its forms and respect everyone’s strength and contributions irrespective of gender, ethnicity, culture, religious beliefs, sexual orientation and political views.

Why You Should Apply?

• Join a vibrant and innovative not for profit organisation committed to an integrated approach to service, and help make a positive difference in the lives of over forty thousand people each year.
• Values and the way we interact with each other and our customers are extremely important to us. We Care, We Listen, We Engage, We Deliver.
• We strive to provide seamless coordinated care. Whilst we are not there yet, we are constantly working on our processes with a commitment to service, advocacy and innovation to achieve this.
• We are situated within the community and in most cases close to major shopping precincts
• We offer a family friendly workplace
• Not for Profit Salary Packaging Available

Next Steps?

Applicants are requested to submit a resume and cover letter outlining their suitability for the role.

For a full position description and/or to apply on line please visit our Careers Centre at http://each.recruitmenthub.com.au/Vacancies.

For specific information about the role, please contact: Sue Fowles Manager NDIS and Aged Care Inner East Region - email [email protected] or call on (03) 8892 4200 or 0458 961 087

Shortlisted Applicants will be contacted by Thursday 4th October 2018

Interviews are expected to take place no later than Monday 15th October 2018

Vacancy closes 5pm, Friday 28th September 2018

We recognise the benefits that diversity and inclusions bring, and in turn encourage people from all backgrounds, abilities and identities to apply to our vacancies.

Please note that all appointments are subject to one or more of the following forms of pre-employment safety screening checks including; Police Record Check, Working with Children Check, Disability Work Exclusion Scheme Check, Reference Checks and APHRA Registration Check.