𝐖𝐞’𝐫𝐞 𝐬𝐞𝐞𝐤𝐢𝐧𝐠 𝐚 𝐝𝐞𝐝𝐢𝐜𝐚𝐭𝐞𝐝 𝐚𝐧𝐝 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞𝐝 𝐂𝐚𝐫𝐞 𝐃𝐢𝐫𝐞𝐜𝐭𝐨𝐫 for our client CARING LOTUS 𝐭𝐨 𝐥𝐞𝐚𝐝 the 𝐭𝐞𝐚𝐦 𝐢𝐧 𝐭𝐡𝐞 𝐚𝐠𝐞𝐝 𝐜𝐚𝐫𝐞 𝐚𝐧𝐝 𝐝𝐢𝐬𝐚𝐛𝐢𝐥𝐢𝐭𝐲 𝐬𝐞𝐜𝐭𝐨𝐫. 𝐈𝐟 𝐲𝐨𝐮’𝐫𝐞 𝐚 𝐩𝐞𝐨𝐩𝐥𝐞-𝐟𝐨𝐜𝐮𝐬𝐞𝐝 𝐥𝐞𝐚𝐝𝐞𝐫 𝐰𝐡𝐨 𝐯𝐚𝐥𝐮𝐞𝐬 𝐪𝐮𝐚𝐥𝐢𝐭𝐲, 𝐜𝐨𝐦𝐩𝐥𝐢𝐚𝐧𝐜𝐞, 𝐚𝐧𝐝 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐞𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞 — 𝐰𝐞 𝐰𝐚𝐧𝐭 𝐭𝐨 𝐡𝐞𝐚𝐫 𝐟𝐫𝐨𝐦 𝐲𝐨𝐮!

Caring Lotus was founded in 2020 on the belief that people living with a disability deserve the highest standards of support and care. Aligned with this, our company mission is: Turning diverse ability into best-ability, through care, support, wellbeing and connection. We do this by creating a team of champions and empowering them with tools and support to enable them to create personalised solutions. Over the initial years of operation, our NDIS-participant centric approach to business has enabled Caring Lotus to grow from a home office business to a medium enterprise that has helped well over 500 participants feel connected and understood. In 2024 our hard work and customer centricity have been recognised from a local to an international level and celebrated by multiple independent bodies, including The Wyndham City Council Business Awards; Excellence in customer experience - Winner, Medium/large business - Finalist. The Stevie Awards: Entrepreneur of the Year, Gold winner, Startup of the Year, Gold winner, Company of the Year, Bronze winner, Social change maker, bronze winner Australian Disability Service Award - most outstanding CEO finalist Victorian Disability Sector Awards - team award finalist CEO Magazine - professional services finalist Australian Women Small Business Champion Award - disability support services

Role Description:

As Care Director, you’ll manage and support care teams to deliver high-quality, compliant services. You’ll drive operational improvements, oversee staff development, ensure service standards are met, and foster strong relationships with clients and stakeholders.

Key Responsibilities:

Team Leadership

Oversee the recruitment, mentoring, and management of field staff, ensuring a safe workplace and fostering a positive office culture.

Develop working relationships with Caring Lotus teams, participants and other key external stakeholders.

Lead, supervise and coach field staff to effectively deliver programs in accordance with the relevant Quality Assurance frameworks and Caring Lotus policy and procedures.

Take responsibility for sharing technical knowledge and skills across the organisation and provide training and mentoring to others outside the area when required.

Ensure field staff effectively assist participants to address and/or resolve a range of needs and expectations, to link participants with relevant services, and to identify personal goals.

Conduct regular supervision and at least annual performance reviews for direct reports.

Provide leadership to the program to review, develop and implement efficient and streamlined business processes and effective service delivery in accordance with the National Disability Insurance Scheme.

Operational Optimisation

Continuously seek opportunities to enhance the efficiency and quality of service delivery.

Provide regular written reports (at least monthly) to the COO on the progress of Disability Services programs.

Ensure that resources are being used as efficiently as possible, particularly with regards to efficient utilisation of support workers, and ensuring that travel and other expenses are contained as effectively as possible, without compromising the needs of participants.

Ensure accuracy by regular monitoring of service scheduling, approvals and action gaps in individual participants service agreements to ensure NDIS Plan ratios and participant goals are in line with services delivered.

Take responsibility and effectively deal with complex participant relationship needs and expectations.

Resolve client concerns promptly, de-escalating issues with external parties and championing resolutions internally.

Oversee on-call management to ensure that there is an escalation process and address and manage emergencies as required.

Compliance & Accreditation

Ensure compliance with NDIS, aged care standards, and organisational policies.

Regularly monitor the policy changes within the NDIS framework and update organisational processes and procedures accordingly.

Ensure quality participant service delivery in line with the person centred and individualised approaches.

Review the use and adequacy of the Caring Lotus’s risk assessment framework for Disability Services and update as necessary.

Ensure adherence to Caring Lotus values, policies & procedures and all relevant government legislation and disability standards.

Ensure all services comply with relevant legislative and regulatory requirements.

Oversee the Client Offboarding Process

Support Worker Management

Provide ongoing management and support to care staff to ensure efficient service delivery.

Address feedback and complaints from field staff in a timely manner, working to resolve concerns and ensuring smooth communication.

Conduct field staff performance management and Disciplinary meetings as required

Ensure that all field staff annual mandatory training done, recorded and up to date

Incident Management

Monitor, identify, and resolve incidents related to client care, ensuring compliance and client satisfaction.

Ensures that MUD forms are reviewed accordingly.

Other Responsibilities

Perform other duties as required or asked to meet business needs.

Accountabilities:

NDIS Compliance: Ensure services comply with all NDIS regulations and standards.

Client Retention: Focus on retaining clients through high-quality care and customer service.

Client Services Feedback & Complaints: Manage feedback and complaints from clients regarding services. Maintain and improve service quality standards to ensure client satisfaction and regulatory compliance.

Field Staff Feedback & Complaints: Address feedback and complaints from field staff regarding service delivery.

Support Coordinator Feedback & Complaints: Address any feedback from support coordinators related to service delivery.

Email Monitoring: Ensure Care Inbox doesn’t have more than 2 business days of emails in it

Leave Approval: Approve Leave Request for Care Manager and Clinical Care Coordinator

Service Delivery: Ensure that 24/7 service delivery is optimised by ensuring that an on call escalation process is in place and address and manage emergencies as required after hours.

Qualifications and Skills:

Experience: Demonstrated experience in an operational leadership role within the Aged Care and/or Disability sector, leading teams through periods of change.

Compliance Knowledge: Extensive understanding of contemporary reforms, legislation, and standards impacting the care sector, with the ability to manage compliance and accreditation processes.

Leadership: Strong leadership skills with proven ability to manage teams, drive growth, and ensure operational excellence.

Policy and Budgeting: Experience in writing policies, managing budgets, and achieving business growth within the care sector.

Communication: Advanced communication skills, including report writing, tender preparation, and stakeholder engagement. Including: e.g. database, client notes, incident reports, service delivery issues, case plans, expenditures etc., whilst upholding organisational principles regarding confidentiality.

Industry Experience: Experience working within community and CALD (Culturally and Linguistically Diverse) backgrounds preferred.

Regulatory Understanding: Knowledge of Commonwealth Home Support Programme (CHSP) and NDIS services, including compliance and reporting.

Technology Proficiency: Proficient in Microsoft Office Suite, DEX, HMS, My Aged Care, and NDIS portals.

AHPRA RN Registration

Additional Requirements: Current Driver’s Licence, First Aid Qualification, Working with Children Check, and NDIS Worker Check.

Our Company Values -Do these align with you?

💙 𝐈𝐟 𝐲𝐨𝐮'𝐫𝐞 𝐚 𝐥𝐞𝐚𝐝𝐞𝐫 𝐰𝐡𝐨 𝐥𝐞𝐚𝐝𝐬 𝐰𝐢𝐭𝐡 𝐡𝐞𝐚𝐫𝐭, 𝐢𝐧𝐭𝐞𝐠𝐫𝐢𝐭𝐲, 𝐚𝐧𝐝 𝐞𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞 — 𝐰𝐞'𝐝 𝐥𝐨𝐯𝐞 𝐭𝐨 𝐦𝐞𝐞𝐭 𝐲𝐨𝐮

If these resonates with you please send through your CV and a 2-minute video of why you are the right person for the role to [email protected].