The Operations Coordinator is responsible for overseeing the day-to-day operations of the organisation, ensuring that both client support and internal operations meet compliance standards and are effectively managed. This role is crucial in balancing finance, compliance, client satisfaction, and community support, while working closely with various teams to ensure the smooth delivery of services. The position requires strong leadership skills, a solid financial understanding in relation to client budgets, and a client-centred approach to managing both staff and resources.

Key Responsibilities:

Finance:

Collaborate with the Finance Manager to develop and maintain the ROC (Roster of Care).

Manage budgets for buddy shifts and staff training, ensuring proper allocation of resources and cost-effective planning.

Work closely with the scheduling team to develop strategies to mitigate overtime expenses and optimise workforce utilisation.

Compliance:

Ensure that all client documentation is current and compliant with Disability Service Standards and regulations.

Verify that Service Agreements are in place, up-to-date, and aligned with clients' needs and service provision.

Monitor that clients are operating within their budgeted allowance as outlined in their service agreements and make adjustments as needed to ensure compliance.

Community and Accommodation Support:

Ensure that all client support locations comply with Workplace Health and Safety (WHS) standards.

Oversee the quality of support provided to clients, ensuring services meet or exceed expectations.

Ensure staff training is current, and that training is updated in accordance with legislative and organisational requirements.

Manage the day-to-day operations of client homes and accommodation services, ensuring a smooth and supportive environment.

Maximise the use of NDIA (National Disability Insurance Agency) plans to ensure the best possible outcomes for clients.

Lead client intake processes and assess new opportunities for service delivery.

Conduct regular check-ins with clients and staff to ensure satisfaction and service quality.

Provide oversight of client satisfaction and customer feedback processes.

Selection Criteria: Operations Manager

The ideal candidate for the Operations Coordinator role should meet the following selection criteria:

Leadership and Management Skills:

Demonstrated experience in managing day-to-day operations within a service-focused organisation.

Strong leadership abilities, with experience in motivating and developing staff while fostering a client-centred culture.

Proven ability to manage multiple teams and collaborate effectively across departments to achieve organisational goals.

Financial Acumen:

Solid understanding of financial management, including budget development and monitoring, particularly in relation to client service provision.

Experience working with finance teams to develop and maintain client budgets, including rostering and cost-effective planning for staff and resources.

Ability to develop strategies to minimise operational costs, including managing overtime expenses and optimising workforce utilisation.

Compliance Knowledge:

In-depth knowledge of Disability Service Standards and relevant regulations, ensuring all client documentation and service agreements are compliant.

Proven track record of ensuring services operate within the parameters of client budgets and funding arrangements.

Experience in overseeing compliance with Workplace Health and Safety (WHS) standards and ensuring services meet required legal and organisational regulations.

Client-Centred Approach:

Demonstrated commitment to client satisfaction, with the ability to ensure the quality of services meets or exceeds client expectations.

Experience in managing client intake processes and assessing new opportunities for service delivery.

Ability to liaise effectively with clients and staff, conducting regular check-ins to gather feedback and ensure satisfaction.

Experience in utilising National Disability Insurance Agency (NDIA) plans to ensure the best outcomes for clients.

Community and Accommodation Support:

Strong background in managing client support locations and ensuring they provide a safe, supportive, and quality environment for clients.

Proven experience in overseeing the day-to-day operations of client accommodation services, including coordinating staff training and ensuring compliance with legislative requirements.

Ability to ensure that all client homes and accommodation services operate smoothly and effectively to enhance client outcomes.

Communication and Interpersonal Skills:

Excellent communication skills, both written and verbal, with the ability to interact effectively with clients, staff, and stakeholders.

Ability to provide clear guidance and support to teams while addressing concerns and resolving issues in a timely manner.

Problem-Solving and Decision-Making:

Strong problem-solving abilities, with a proactive approach to identifying issues and implementing solutions.

Experience in making sound decisions under pressure, with a focus on operational efficiency and client satisfaction.