Hands on People (HOP) is a community services provider dedicated to supporting individuals living with disabilities. Our mission is to empower our clients by helping them navigate government and insurance schemes, including the National Disability Insurance Scheme (NDIS), to access support more efficiently. With a highly skilled team, we offer focused services, such as Accommodation Services, In-Home Care, and Community Access. Operating primarily in NT and Queensland, we are committed to fostering independence and improving the quality of life for our customers. Our passionate staff builds personal relationships with each customer, working towards enriched and empowered living. In addition, our vision is to become the preferred service provider in the disability and aged care sector.

Duties & Responsibilities

Team Leadership & Performance Management

• Lead and manage the administrative team, including Property and Asset Management Team, Receptionists.
• Delegate tasks effectively, providing guidance and support to team members.
• Facilitate or coordinate at least two professional development sessions per year to enhance skills and competencies, leading to a 15% improvement in skill acquisition.
• Achieve an overall team productivity increase through efficient task delegation and process improvements.

Operational Efficiency & Resource Management

• Develop and implement efficient administrative procedures and policies to optimize daily operations.
• Identify and streamline administrative processes to enhance productivity and effectiveness.
• Manage office resources, including equipment, vehicles, supplies, and facilities, ensuring optimal utilization and maintain the accurate records .
• Achieve a 10% reduction in office supplies and equipment expenses within the fiscal year through negotiated contracts, bulk purchasing, or cost-effective alternatives.
• Coordinate with vendors, suppliers, and service providers to maintain necessary supplies and services.
• Maintain a 95% satisfaction rate among participants and disability support workers for property maintenance and upkeep through regular feedback assessments.
• Ensure a 100% compliance rate with safety and building regulations across all properties through regular audits and inspections.
• Implement cost-saving initiatives, resulting in a 10% reduction in maintenance and repair expenses across properties within the fiscal year.

Financial & Budgetary Management

• Assist in budget preparation for administrative expenses and monitor expenditures within allocated budgets.
• Maintain expenses within the allocated budget, achieving a 5% reduction in administrative costs by the end of the fiscal year.

Records & Compliance Management

• Maintain and organize organization records, documents, and files, ensuring accuracy, accessibility, and compliance with regulations.
• Maintain a 98% accuracy rate in documents and records, ensuring compliance with regulatory standards and internal policies via using systems
• Ensure a 100% compliance rate with record retention policies, regularly reviewing and disposing of obsolete or redundant documents as per legal requirements.
• Prepare for and successfully pass audits with a 100% compliance rate concerning document management and record-keeping practices.

Process Improvement & Risk Management

• Ensure compliance with legal and regulatory requirements related to administrative operations, such as data protection and health and safety standards.
• Monitor adherence to WHS policies and procedures across Hands-On People functions.
• Drive initiatives for continuous improvement in administrative processes, seeking innovative solutions to enhance efficiency and effectiveness.
• Identify inefficiencies, bottlenecks, and areas for improvement through data analysis and internal departmental consultations.
• Collaborate with cross-functional teams, department heads, and senior management to implement improvements and align strategies.
• Communicate effectively with stakeholders to ensure understanding and support for operational changes.
• Identify potential risks associated with process changes and implement mitigation strategies.
• Ensure that operational changes comply with legal regulations and industry standards.

Certification & Compliance

• Develop a comprehensive plan for external certifications such as ISO certification, outlining timelines, tasks, and responsibilities.
• Coordinate with internal teams to gather necessary documentation and ensure readiness for certification.
• Conduct internal audits with the support of internal auditing team or assessments to ensure compliance with relevant standards and requirements for certification.
• Identify areas requiring improvement or adjustment to meet certification criteria.
• Maintain accurate and updated documentation required for certification processes, including policies, procedures, and quality manuals.

Other Responsibilities

• Maintain records of on-call schedules, swaps, meeting minutes, and any changes made to the roster.
• Assist in other duties as required.
• Maintaining workplace culture: Ensuring the company’s values, mission, and culture are upheld.

• Performance appraisals: Conducting regular reviews and feedback sessions to ensure growth.
• Manage government contractual requirements under the NDIS guidelines.
• Continuous professional development and training are vital in order to remain updated on industry standards, hence cultivating a culture of learning and advancement inside our organisation.

Required Skills & Qualifications:

• Proven experience as a Manager - administration or in a similar senior role.
• Strong leadership skills with the ability to effectively communicate and collaborate with employees and senior management.
• Excellent interpersonal and conflict resolution skills, with the ability to handle sensitive and confidential information.
• Knowledge of relevant legislation and industry standards in both the disability services and general employment sectors.
• Current unrestricted driver’s license
• Working with Children OCHRE card.
• NDIS Worker Screening Check

Desired Skills and Qualifications:

• Highly developed verbal and written communication skills.
• Strong organisational and time-management skills.
• Demonstrated commitment to the ongoing stewardship of HOP and service delivery.
• Proficient in the full suite of Office 365.
• Supervision and management of staff.
• Demonstrated high-level external relations and networking skills
• Proven business development track record and entrepreneurial skills
• Demonstrated superior skills in mediation and negotiation, collaboration, and consultation.
• Ability to inspire and lead Departments to achieve high-quality service outcomes.
• An understanding of the needs and considerations of Culturally and Linguistically Diverse clients and their families
• Demonstrated application and management of EEO, WH&S, and Risk Management policies and practices.
• Commitment to ongoing professional development and staying current with industry trends.
• A working knowledge of the NDIS Practice Standards and the ability to ensure compliance.