Service Delivery Officer

abbaCare is a growing community service provider which supports people with a disability and/or mental illness from all walks of life to live independently. Services provided by abbaCare focus on what our participants can do rather than what they cannot do. We pride ourselves in providing person-centered care with a primary focus on a holistic approach with respect.

abbaCare supports NDIS Participants throughout Northern Queensland and beyond and are known to be passionate about supporting our participants to reach their full potential by providing quality care, empowering them to actively work towards their goals and supporting their choices.

The Service Delivery Officer position will promote the delivery of support services by ensuring compliance with health care standards, person centered care and achievement of Participant’s goals and objectives.

For this position, you'll need to thrive in a busy, fast paced environment, have fantastic interpersonal skills, foster a culture of continuous improvement and love collaborating with other divisions to create exceptional client experiences.

You must have excellent administration and computer skills and the ability to work both autonomously as well as collaboratively with management and other departments.

While this position is primarily based in our Townsville office, it does offer variety of also being out in the community and visiting our Supported Independent Living homes.

Some of your key responsibilities will be to:

Ensure all care plans and risk assessments are up to date

Assists with administration of onboarding participants, ensure all service agreements are signed prior to commencement of services

Care planning, updating risk assessments, incident reporting, medication administration training, supervision and mentoring of support workers

Supports all administration aspects of service delivery team, inclusive of but not limited to ordering SIL consumables, filing of medication and house documents, supporting new SIL house rollouts

Ensures all Shift case notes are captured and are in line with company and NDIS requirements, provide training where required

Monitors and support end of service agreements processes and dates

Supports the Rostering Officer as required with appropriate rostering of lifestyle facilitators in line with Award and Fair work requirements, qualifications, restrictions and in line with Participants care needs.

Address all Client, Lifestyle Facilitator, and general enquiries, providing a response in a timely manner

Support Company compliance, auditing, and continual improvement processes

Assist with the day-to-day administration functions of the Service Delivery Team

Work with on-call personnel on specific service delivery matters

Conducts On-Call process and duties

Participate in on-call activities

Attend shifts with participants when required

Essential

Experience following a person-centered support model to facilitate the development of independence, confidence, self-esteem, and social interaction skills in people with disability

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

2 years’ experience working in Disability or Community Services sector

Demonstrated understanding of disability, mental illness, and the needs of carers

Experience engaging with people who may have complex needs and behaviours

Strong coaching and mentoring skills

Knowledge of and experience working within the Social, Community, Home Care and Disability Services (SCHADS) Industry Award 2010

Being adaptable to changing circumstances and being able to prioritise work.

Strong organisational and administrative skills including data management, record keeping and reporting

Ability to work as part of a team with limited direct supervision

Well-developed communication, interpersonal and advocacy skills including the ability to work and communicate effectively with managers, office staff and Lifestyle facilitators.

Ability to develop and maintain linkages with a diverse range of service providers and client groups

Understanding of privacy and confidentiality issues.

Ability to compile operations report for monthly reporting.

Ability to manage time and awareness of fatigue

Queensland Provisional Green or above Driver’s License

Ability to obtain positive notice in the Working with Children Check (Blue Card) and Disability Worker Screening (Yellow Card)/NDIS worker screening

NDIS Worker Orientation Module

Nationally recognised First Aid & CPR Certificate

Enrolled Nurse qualification highly regarded but not essentially required

Desirable

Experience working within Supported Independent Living (SIL) residential environments

Experience working with DataNova and FlowLogic system would be highly advantageous

We’ll offer you:

Flexible work arrangements

Attractive salary

Ongoing training and development

Supportive team culture

Hours of work

Permanent Full Time position

76 hours per fortnight

Day/Afternoon shifts, weekend availability required

Most importantly, this is a career not just a job, you must have a willingness to work with individual participants, their support networks, and abbaCare to achieve great outcomes.

First Nations People are encouraged to apply.

abbaCare is a COVID and smoke free environment.