Supported Independent Living: Assistant House Coordinator (ASC)

TLC First Support Services is proud of its approach to developing innovative approaches to complex challenges of optimising quality-of-life opportunities for our Participants living with disabilities.

Consequently, we employ Assistant House Coordinators (ASC) to assist in the effective operation of our Supported Independent Living (SIL) residences in which our Participants live.

All our staff in our SIL facilities are highly mindful that we work where our Participants live, and that we are guests in their home.

This description of the Key Performance Indicators (KPIs) is to assist ASCs to perform the duties required during their shift to the highest standard of quality.

Rationale:

The purpose of the ASC is to serve a crucial role in ensuring the smooth operation, safety, and quality of care in an SIL facility that supports individuals to live optimally with the challenges of their disabilities.

The ASC is responsible for supporting participants in their homes and communities to build individual skills and work towards achieving their NDIS goals. This position bridges direct care responsibilities and operational leadership, ensuring that both Participants and staff receive the support they need for a safe, engaging, and high-quality living environment for the Participant, and a safe, engaging and high-quality working environment for the support staff.

The ASC will collaborate closely with the Service Coordinator and Support Workers to deliver seamless and consistent support to participant. A key focus of their role is to proactively foster participant’s capacity and independence while promoting environments that priorities safety, personal growth, health and well-being.

In this leadership role, the ASC will guide and support their team to deliver high-quality services, ensuring alignment with TLC First Support Services’ Best Practices, policies and procedures. The ASC’s commitment to excellence will play a vial role in enhancing the quality of life and outcomes for Participants.

Key Justifications for the Role:

Enhancing Participant Well-being & Support

· The ASC ensures that Participants receive individualised and high-quality care aligned with the Participant’s personal needs, preferences, and health requirements in

accordance with TLC First Support Services Practice Standards and the NDIS Quality & Safeguard Commission Standards.

· They assist in care planning and implementation, ensuring that individualised personalised support strategies are upheld to foster optimal independence, dignity, and community participation.

· Their role involves monitoring Participants' physical, emotional, and social well-being, addressing challenges such as behavioural concerns, medical emergencies, and mental health support.

Supporting Staff & Team Collaboration

· By acting as a point of leadership, the ASC assists Support Coordinators in managing care teams, ensuring staff schedules, task delegation, and performance management run efficiently.

· They assist the Support Coordinators to facilitate training and skill development to ensure SIL staff remain up to date with medication administration and operational best practices, compliance standards, and new innovations in disability care within SIL facilities.

· Their presence helps strengthen communication among team members, fostering a collaborative, supportive, and well-functioning staff culture.

Ensuring Compliance & Operational Excellence

· The role contributes to ensuring the Participant’s residence adheres to disability service regulations, including compliance with the NDIS, Health & Safety Protocols, and Ethical Care Standards.

· They assist Support Coordinators in reporting incidents, documentation accuracy, and audits, helping to ensure the SIL facility operations align with legal requirements.

· Through resource allocation and SIL upkeep, they support maintenance coordination, and procurement for essential supplies.

· ASCs regularly review the TLC Risk Assessment Protocol to rapidly identify and mitigate risk

Emergency & Crisis Management

· The ASC assists in crisis intervention and emergency response, ensuring protocols for medical emergencies, evacuations, or behavioural incidents are effectively implemented.

· Their leadership in critical situations helps maintain a safe and structured environment, reducing risks while ensuring the dignity and safety of Participants.

Continuous Improvement & Quality Enhancement

· They contribute to service development initiatives, integrating Participant feedback, family concerns, and staff input into TLC First Support Service’s Continuous Improvement Plans.

· As directed by the Support Coordinators, ASCs help enrich the lives of Particiants and foster a more including and meaningful daily experience by introducing new programs, activities, and engagement opportunities.

· Their role in innovation and Best Practices ensures the SIL facility adapts to modern care strategies, enhancing service efficiency and effectiveness.

Conclusion

The ASC serves as an essential pillar of leadership, coordination, and Participant advocacy within at their residence. Their multifaceted responsibilities ensure operational excellence, staff empowerment, and high-quality Participant care, making them indispensable to the holistic well-being of individuals supported by disability services.

Key Performance Indicators (KPIs)

These KPIs ensure high-quality Participant care, effective staff leadership, regulatory compliance, operational efficiency, and continuous improvement. ASCs will have their performance measured against these Key Indicators:

1. Participant Care & Well-being

1.1. Aspect: Participant Satisfaction Rate

Measure: Percentage of positive feedback from Participants regarding their quality of life and support.

1.2. Aspect: Personalized Care Plan Compliance

Measure: Percentage of care plans accurately implemented and regularly updated.

1.3. Aspect: Behavioural & Emotional Well-being

Measure: Number of behavioural incidents reported and successfully managed.

1.4. Aspect: Emergency Response Management

Measure: Time taken to address medical or crisis situations.

1.5. Aspect: Medication Administration Accuracy

Measure: Percentage of correctly dispensed medications following protocols.

1.6. Aspect: Participant Engagement & Social Activities

Measure: Frequency of participation in recreational or therapeutic programs.

1.7. Aspect: Nutrition & Meal Plan Compliance

Measure: Percentage of Participants receiving meals per dietary needs and preferences.

2. Staff Leadership & Management

2.1. Aspect: Staff Satisfaction & Retention

Measure: Turnover rates and engagement levels among caregivers and support staff.

2.2. Aspect: Training Completion Rate

Measure: Percentage of staff completing required disability care training.

2.3. Aspect: Performance Reviews Conducted

Measure: Timeliness and effectiveness of staff observations.

2.4. Aspect: Roster & Shift Management Efficiency

Measure: Percentage of shifts covered without disruptions.

2.5. Aspect: Workplace Safety & Incident Reports

Measure: Number of staff injuries or safety incidents recorded and addressed.

2.6. Aspect: Conflict Resolution & Team Collaboration

Measure: Number of staff disputes resolved effectively.

3. Compliance & Safety Standards

3.1. Aspect: Adherence to Disability Service Regulations

Measure: Compliance with NDIS, health, and legal frameworks.

3.2. Aspect: Timeliness & Accuracy of Documentation

Measure: Percentage of reports, records, and care logs completed on time.

3.3. Aspect: Privacy & Confidentiality Compliance

Measure: Adherence to data protection and Participant confidentiality policies.

3.4. Aspect: Workplace Health & Safety Incidents

Measure: Number of safety hazards identified and corrective actions taken.

3.5. Aspect: Audit Success Rate

Measure: Percentage of positive outcomes from internal and external audits.

4. Facility & Operational Efficiency

4.1. Aspect: Maintenance & Cleanliness Standards

Measure: Frequency of inspections and issue resolution timelines.

4.2. Aspect: Complaint Resolution Rate

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