1. WORKING ENVIRONMENT

1.1 About Us

At Senior Helpers, we are passionate about making a real difference in people's lives. We've helped connect thousands of Australians with compatible aged care and disability care, supporting clients in their wish to remain happy and healthy in their own homes.

1.2 Code of Conduct

All employees must abide by Senior Helpers Sydney Eastern Suburbs (Senior Helpers) Code of Conduct.

1.3 Work Health and Safety

As an employee, you must be aware of and comply with the requirements of the relevant Workplace Health and Safety legislation and associated regulations of your state. This includes taking responsibility for your own health and safety and that of others in the workplace, and complying with Senior Helpers' Work Health and Safety policies and procedures.

1.4 Performance Review

Performance reviews will be conducted using Senior Helpers' Performance Management Process.

2. POSITION SUMMARY

Contributes to and leads the business growth by managing all internal operations, including HR and staff management, and engaging with external stakeholders.

1. SERVICE OBJECTIVES

· Contributes to and leads the business growth by managing all internal operations including HR and staff management.

· Management of external marketing/sales operations

· Collaborates with the Owner on HR issues, customer service, client and support worker management and directs internal office staff.

· Operates the business in a manner that adheres to all Senior Helpers' System Standards.

2. LEVEL OF RESPONSIBILITY

The position is managerial and therefore is responsible to the Owners for all aspects of work performance. The position is subject to minimal guidance following induction training and the incumbent is expected to exercise initiative and judgement in the performance of roles as a representative of Senior Helpers.

3. SUPERVISION

The BDM/OM is responsible for managing their time, planning and organisation of their work to meet Key Performance Indicators.

4. PRIMARY RESPONSIBILITIES

· Contributes to and leads the business growth by managing all internal operations including HR and staff management.

· Collaborates with the owner on HR issues, customer service, client and support worker management and directs internal office staff..

· Operates the business in a manner that adheres to all Senior Helpers' System Standards

· Responsible for the growth of revenue, quality of service and all operational aspects of the business

· Leads and motivates the team to specified goals.

· Collaborates with the owner to create incentive programs for internal staff

· Liaison between owner and internal staff members. Responsible for ensuring staff

· communications are accurate and complete

· Analyses data presented at meetings including client retentions, client attrition and all sales KPI. Ensures appropriate actions are in place.

· Provides appropriate mentoring/coaching/motivation as needed.

· Oversees and is responsible for payroll, gross sales, reporting, activity reports and other reports as assigned by owner.

· Manages the service inquiry process.

· Tracks and shares conversion rates for the office as well as each individual. Provides additional training if conversions are not meeting expectations.

· Has all financial information (accounts payable and receivables) organised and ready for entry.

· Can handle inquiry calls if needed and capable of conducting preliminary home care assessments.

· Ensures the office has all marketing materials available for sales operations

· Attends local business and industry related networking functions as required.

· Works with the owner to determine appropriate revenue goals on a monthly, quarterly and annual basis.

4.1 Key Performance Indicators

· High level organisational and leadership skills

· Develops Key Performance Indicators for team members and guides staff to achieve these.

· Collates and reports financial and HR data to Management meetings.

· Oversees the business in the absence of the owners

· Effective communication within the Senior Helpers team and to external persons and bodies on behalf of Senior Helpers.

· Minimum number of new client referrals per month - to be determined

• Achievement of quarterly revenue growth targets (minimum 15% year-over-year growth)

5. SELECTION CRITERIA

5.1 Essential

· Minimum of 3 years management experience required.

· Minimum 3 years' experience in the aged care/disability industry.

· Must have the ability to motivate and mentor a diverse team of individuals to work together in order to meet goals.

· Exceptional and verifiable customer service skills and experience.

· Must have excellent organisational skills, attention to detail and the ability to prioritise in a changing environment.

· Proactive problem solving and issue resolution leadership ability.

· Proficiency with Microsoft Office, Excel, Internet and Outlook required.

· Ability to learn other software programs quickly.

· Strong verbal communication skills, especially using the telephone.

· Ability to work independently as part of a team.

· Current National Police Check (less than 3 years old).

· Current Working with Vulnerable Persons Card.

· Current full driving license and a Car

• Experience with aged care management software (e.g., Visual Care) and CRM systems

• Demonstrated knowledge of Aged Care Quality Standards and NDIS requirements

• Must have permanent right to work in Australia

5.2 Desirable

· Bachelor's degree in business, Healthcare Management, or related field and 3 years of related work experience preferred.