THE ORGANISATION
Permalink Support Services is a registered National Disability Insurance Scheme (NDIS) Provider, that offers Homecare & Community Care services, Coordination, Therapy, Housing, Supported Independent Living and Job Active Programs, to people with a disability.
Servicing all regions of Metropolitan Melbourne, Permalink is rapidly growing and expanding its care services with more than 500 Support Workers & Clients to date.
The Role
The Client Service Specialist is one of the highest-ranking executives at Permalink Support Services, and their primary responsibilities includes client intake, management, business development, providing conflict resolution services, and acting as the main point of communication between the client, support coordinator/stakeholders with our administration teams.
The role is being offered as an ongoing 38hrs/week, contract leading to full - time, Monday – Friday 9am – 5pm.
Benefits & Culture

• Working in an environment with defined management structures and processes, where Client Service Specialist is a highly valued team member
• Employee allowances
• Monthly employee events, functions, and activities
• Long Service Leave
• Employee Assistance Program
• You will have the ability to have a broad remit and be influential across the organisation.
• Variety of learning and professional development opportunities
• Opportunity to transition into a Full – time role after 6 months of continuous performance

POSITION RESPONSIBILITIES:

• Responsible for initiating client intake, setup of care plans and providing a service agreement
• Seeking an Individual to adapt at cultivating new networks and fostering meaningful connections to drive client acquisition
• Responsible for ongoing allocated client management as per KPI
• Creating, communicating, and implementing the organisation’s vision, mission, and overall policy direction – i.e., leading the development and implementation of the overall organisation’s persons centred planning processes.
• Attend to high profile clients and severe complex cases
• Responsible for client incident management
• Responsible to attend client care team meetings
• Responsible for communications for any risk concerns between client, support worker and allocations team
• Responsible for updating client care plan, NDIS plan and service agreement documents on behalf of the company
• Evaluates the success of the organisation
• Assessing and creating services for customers in a timely and accurate manner to maximize financial viability for clients and the organisation.
• Conducting information sessions, networking, and other forms of contact to educate potential clients on the service offering and generate new business opportunities.
• Model and lead the required work environment, culture, systems and processes necessary to embed standards, behaviours and practices consistent with the values, work health and safety, policy & legislative requirements and pillars of practice
• Lead to achieve key performance indicators as part of the business plan and support our team to achieve desired business outcomes and other organisational initiatives whilst demonstrating Permalink’s values.
• Provide strong leadership and direction for staff within the department, ensuring a high level of service delivery, professional development, and workplace culture.
• Manage the delivery of services through Client Services teams and ensure each service area complies with corporate policies & processes, the Strategic Plan, business plan and the relevant statutory regulations, funding agreements and accreditation standards
• Carry out delegated duties for authorising and reviewing business decisions, resolving complex issues, and managing risks
• Work with the State/Territory Director and relevant internal stakeholders to:
• Ensure quality in service delivery to clients
• Monitor, review and manage operational and administrative systems and procedures to support the effective delivery of programs
• Define, support and implement strategic projects to improve client outcomes and service delivery of Permalink’s programs and services
• Ensuring scheduled visits and client records accurately reflect required and appropriate client services; and
• Holistic assessment of the non-clinical needs of clients including physical, social, emotional, safety, financial and support system

SELECTION CRITERIA

• Minimum of 3 years of experience as a Client Services Manager, Client Service Specialist, Case Manager, Support Coordinator or similar position. This experience should encompass comprehensive client relationship management, effective communication skills, and a demonstrated ability to meet and exceed client expectations.
• Tertiary or diploma qualifications in in a Health or Human Service-related field
• Customer service skills and problem – solving capability, particularly in customer relations and building organisational capability applied within a disability and National Insurance Disability Scheme service framework.
• Demonstrated understanding of mental health, autism, and disability service standards.
• A good understanding and knowledge of customer relations and NDIS frameworks and have the ability to build and manage relationships with customers/participants and their employees.
• A broad range of influencing skills, experience with producing high quality and effective written communication with the ability to develop and maintain relationships with a diverse set of support coordinators, support workers and administration staff.
• Strong interpersonal skills including the ability to communicate effectively with a range of people and in a variety of situations.
• Ability to work effectively in a multi-skilled environment which is subject to work pressures and change.
• Computer skills including experience with Microsoft Office, and the ability to adapt to new in-house systems.
• Flexibility to work reasonable additional hours to fulfil the scope of the role.
• Current drivers’ licence
• Current Police Check
• Current Working with Children Check

Onsite compliances to be completed during induction include:

• NDIS Worker Screener Check
• NDIS Module Certificate

OUR VISION
Our vision is to be a valued partner in creating positive changes to enable all people with a disability to be respected equally and reach their full potentials to live a prosperous life.
OUR MISSION
Our mission is to respect and empower all people to be the best version of themselves and to become the number one choice for disability service providers across Victoria within the next 10 years.
OUR VALUES
Our values are the people we support where individualised services are designed with their interests, needs and care. We base our services as set out by the National Standards for Disability Services:

• Rights. The service promotes individual rights to freedom of expression, self-determination and decision-making, and actively prevents abuse, harm, neglect and violence.
• Participation and Inclusion. The service works with individuals and their families, friends and carers to promote opportunities for meaningful participation and active inclusion in society.
• Individual Outcomes. Services and supports are assessed, planned, delivered and reviewed to build on individual strengths and enable individuals to reach their goals.
• Feedback and Complaints. Regular feedback is sought and used to inform individual and organisation-wide service reviews and improvement.
• Service Access. The service manages access, commencement and leaving a service in a transparent, fair, equal and responsive way.
• Service Management. The service has effective and accountable service management and leadership to maximise outcomes for individuals.

To Apply:
Please forward your resume to the email indicated or by selecting ‘Apply for this job’. You may also contact 1300 737 625 option 4
Please note there is no formal closing date for this role, if you are interested, we would encourage you to apply as soon as possible.
Casual Role: 38 hours per week
Working hours 9:00 AM-5:00 PM Monday-Friday
After 6 months of continuous performance, you will be offered a Full-Time position.
Job Types: Full-time, Casual
Salary: $35.43 per hour + allowances + 11% super + Leave entitlements
Full-Time: $70,000+ 11% Super+ Leave Entitlements (15k Pay increments for KPI Appraisals)
Job Types: Full-time, Permanent, Casual
Pay: $35.43 per hour
Expected hours: 38 per week
Benefits:

• Travel reimbursement

Schedule:

• 8 hour shift

Experience:

• Support Coordination or Client Services Management: 1 year (Preferred)

Work Authorisation:

• Australia (Preferred)

Work Location: In person