Team Leader and Member Engagement Officer

Vision & Values

WithNot4 believes that people with disability and their families must have real choice and control over the decisions that affect their lives. Our role in this is to engage and educate quality staff to work with our Members and their families to assist them to lead good lives.

WithNot4 recognises and values the culture, background, diversity, and abilities of all people. The people we support come from all walks of life, and so do we.

What we’re looking for

WithNot4 are seeking a Team Leader and Member Engagement Officer based in Bega, NSW. The role will involve leading and supporting a team of dedicated support workers and engaging with our Members to ensure retention and the delivery of high-quality support and services.

Key Responsibilities and Duties

1. Team Leader

· Oversee and coordinate the work of a team of disability support workers, ensuring procedures are followed appropriately.

· Provide supervision and mentoring to the team to develop their skills so they can successfully support the people they work with.

· Be aware of and follow policies and procedures and coach the team to do the same.

· Ensure the privacy and confidentiality of the Member you are always providing support to and identify if further training on this is required.

· Monitor the team’s shift notes ensuring appropriate notes and relevant information on support provided is recorded accurately.

· Identify opportunities for training and improvements and communicate with the office team for implementation.

· Actively encourage a positive team culture and promote a safe and collaborative work environment.

· Assist your team to use work related systems and refer them to Payroll & HR if they need further assistance.

· Build and maintain rosters in Connecteam and contact team members to cover shifts as required.

· In collaboration with the relevant people, develop protocols/procedures or any other documentation as required.

· Meet regularly with the team members and hold team meetings as required.

· Research access to community, social, employment and recreational activities.

· Collaborate with the Member, relevant support coordinator and other professionals to assist with developing, implementing and evaluating support strategies to attain identified individual goals.

2. Member Engagement

· Serve as the primary point of contact for Members in the Bega area, building and maintaining long-term, trusting relationships and an understanding of Members' needs and goals.

· Address Member inquiries, concerns, and feedback in a timely and professional manner, and communicate Member feedback with the relevant people and escalating when required.

· Organise regular check-ins with Members to ensure satisfaction and identify opportunities for improvement.

· Ensure the successful onboarding of new Members, including the provision of information and smooth introduction of supports.

· Propose and implement initiatives that enhance the Members experience and engagement.

· Maintain accurate and up-to-date Members records, including correspondence history and documentation.

· Meet regularly with WithNot4 regarding Member engagement and documentation.

· Monitor and update Member records to ensure they reflect accurate and current data.

· Assist in the creation and execution of marketing campaigns aimed at attracting new Members to WithNot4.

· Contribute towards visibility of the organisation by attend networking events, industry conferences, or virtual webinars to attract potential new Members.

Selection Criteria

· Valid NDIS Worker Screening and Working With Children Check (or ability to obtain).

· Previous experience working with people with disabilities.

· Previous experience as a team leader.

· Ability to communicate concepts clearly and concisely to diverse audiences.

· Strong organisational skills, with the ability to work flexibly and creatively and adapt to changing circumstances.

· Ability to prioritise workloads.

· Attention to detail and the ability to ensure accuracy in documentation and records.

· Demonstrated professionalism, integrity, and ethical conduct in all aspects of work.

· Demonstrated understanding and ability to uphold confidentiality and respect the privacy of others.

· Strong Commitment to social justice and inclusion and valuing difference and diversity.

· Strong Commitment to providing the best quality support for people with a disability.

· Ability and willingness to collaborate with others to achieve common goals.

· Ability to successfully use computers, smart devices & other technology.

Desirable

· Knowledge or previous experience in customer relations specifically engagement and retention.

· Knowledge or previous experience in project management.