Position Description

Private and Confidential

Program Support Leader,
Community Supports

Live Better Position Description

About Us:
Live Better Community Services is one of the largest human services providers in regional Australia. Our core business
is customer-focused in-home and accommodation services. Additionally, we provide support to customers through a
broad range of child and family services, community transport, home modification and maintenance, and clinical
services. We operate from more than 40 locations across regional New South Wales, Queensland, and Victoria,
providing support and employment to people in the communities we serve.
We take a person-centred approach to our service delivery. This means ensuring our contact with customers is caring
and empathetic, providing both psychological and emotional safety, and of practical assistance to help people live
their best lives.
Our Beliefs:

• We believe in the enduring value and dignity of the individual.
  

• We believe in the power of kindness.
  

• We believe connection to home and community plays an important role in wellbeing.
  

• We believe as individuals, as an organisation, and as a society, we should continually reflect on the way we

treat each other.

Our Purpose:

• We inspire possibility by giving people access to support in their chosen community.

Our Mission:

• We achieve our purpose by connecting capable, passionate, and caring locals with those who need support.

Our Values:

• Integrity: We are honest and ethical in all our dealings and are accountable for our actions.
  

• Respect: We recognise the rights and choices of our customers, employees, and communities. We

encourage teamwork and support diversity.

• Cooperation: We identify and create value from partnerships and alliances with other organisations,

agencies, businesses, communities and within our own organisation.

• Empowerment: We encourage and support individuals and communities to realise their full potential.
  

• Excellence: We strive for best practice in all that we do as individuals, teams and as an organisation.

Live Better Position Description

The Position
Position title: Program Support Leader, Community Supports
Job Type: Manager
People Manager 5 (PM5)

Reports to: Coordinator, Community Supports
Direct reports: Disability Support Workers
Note: This Position Description is indicative of the initial expectation of the role and subject to change
in line with requirements of Live Better’s goals and priorities, activities or focus of the job. The
incumbent can expect to be allocated duties not specifically mentioned in this document, but
within the capacity, qualifications and experience normally expected from persons occupying
positions at this level.



SERVICE DESCRIPTION
Community Support Services support people in regional communities across Eastern Australia to live better lives
through education, social and community participation, coaching and capacity building, service coordination and
transport services. We support parents, carers, families, children, people with disability, aged people, transport
disadvantaged, and small regional communities.
POSITION DESCRIPTION
The primary objective of this position is to provide direct support and supervision to customers and staff supporting
Live Better’s Community Support services, promoting capacity building and the achievement of the customers goals
through individual and group program design and delivery. Program Support Leader will be responsible for the
implementation of the customers programs, completing administrative functions that support program delivery and
working alongside Disability Support Workers to meet the individual needs of the customer.

RELATIONSHIPS

• Reporting to the Coordinator, Community Supports.

• Working closely with all coordinators, managers, staff, customers and their families.

• Building and maintaining relationships with all external stakeholders.

MANDATORY QUALIFICATIONS AND EXPERIENCE

• Certificate IV in Disability Services, related discipline, or equivalent relevant experience.

• Current unrestricted Australian Drivers Licence and willingness to undertake travel in accordance with

responsibilities of the role.

• Current First Aid and CPR Certificates

• Completion of NDIS Worker Orientation Module ‘Quality, Safety and You’

• Availability of a fully registered and comprehensively insured vehicle
  

SKILLS, KNOWLEDGE, AND ABILITIES

• Knowledge of government legislation, policies and procedures relating to the principles of the NDIS.

• A demonstrated understanding of person-centred approach to service delivery and safeguarding of

customers.

• Proven ability to coach, mentor, and train Disability Support Worker in complex, dynamic and high-volume

environment.
Live Better Position Description

• Demonstrated capacity to work in a fast-paced environment dealing with complex and challenging situations

in accordance relevant legislation, relevant standards, organisational policies and procedures and funding
body requirements

• Proven communication and inter-personal skills and the ability to apply these skills.

• Proven organisation and time management skills, which includes the ability to reorganise work priorities to

meet changing demands.

• Ability to work effectively in a team environment as well as independently and working alongside the CORE

services management team to raise the standards of our support delivered.

DUTIES AND RESPONSIBILITIES

• Contributing to the maintenance of accreditation by leading the practical implementation of legislation,

relevant standards, Live Better policies and procedures and funding body requirements.

• Developing and implementing programs of support to ensure high quality service delivery, monitoring and

reporting while ensuring compliance with relevant standards of care and contractual obligations.

• Providing support to Disability Support Workers in relation to meeting legislative and accreditation standards

and requirements.

• Reporting on and contributing to the resolution of any systemic training gaps and requirements in

collaboration with the Community Support management team.

• Coaching staff in the development and implementation of client related support and risk management plans.

• Identifying training needs and assisting Disability Support Workers in developing their skills and the skills of

their team and customers.

• Providing practical on-site training and support for Disability Support Workers to reconcile identified skill

gaps.

• Providing practical situational support and guidance for Disability Support Workers in response to incidents

and/or emerging high-risk issues.

• Completing assessment and support plans that are designed with consideration to supporting an individual

in the community safely.

• Coordinating with Live Better’s Community Support management team and Workforce Development staff in

the development and implementation of service training programs designed to reconcile identified skills
gaps.

• Participating in the roll out of new policies, procedures, and systems in support of front-line staff and

customers.

• Undertaking and contributing to regular evaluations of the service and participating in annual appraisals of

staff performance, service planning and team development days.

• Undertaking specific tasks allocated by Line Management relating to the promotion of the service and the

enhancement of the partnership between the team and key stakeholders.

• Contributing to the development and maintenance of a positive, supportive, and collaborative team

environment including the ongoing learning of all team members through the sharing of ideas and feedback
from training.

• Complying with the Live Better Code of Conduct, all procedures and practices, external funding body

requirements and legislation.

• Applying and upholding the principles of equity and anti-discrimination in the workplace and adhere to

organisational and legislative Health, Safety and Environment requirements.

• Other duties as consistent with the position where required and/or requested by the Coordinator,

Community Supports.

Live Better Position Description

RISK
Managers of Live Better are responsible for incorporating risk and opportunity management into their standard
management practices by:

1. Understanding Live Better’s risk and opportunity management principles and foster a risk aware culture
within their areas of responsibility.
2. Identifying and determining appropriate actions to address risks within their area of responsibility in
accordance with Live Better policies and procedures.
3. Documenting their risk and opportunity management processes by developing and maintaining a register
of risks
4. Upward reporting of significant emerging or residual risks.
5. Ensuring the inclusion of risk and opportunity management responsibilities in duty statements, induction,
professional development, and performance management processes for all staff within their area of
responsibility.

HEALTH, SAFETY AND ENVIRONMENT RESPONSIBILITIES
All staff are required to take reasonable care for their own health and safety and that of other personnel who may
be affected by their conduct.
Advise Live Better in writing of any conditions which may impact ability to carry out the responsibilities required of
the role.
Staff are also expected to assist Live Better in our commitment to being a Child Safe Organisation.


NATIONAL POLICE CHECK, NDIS SCREENING CHECK, AND WORKING WITH CHILDREN CHECK
The position holder is required to pass and hold a current National Police Check, a NDIS Screening Check, and a
Working with Children’s Check (NSW/VIC) or Blue Card (QLD).


PRE-EMPLOYMENT MEDICAL ASSESSMENT
The position holder is required to pass a pre-employment medical assessment, including drug and alcohol screening.


DIVERSITY
We are committed to welcoming and maintaining a diverse workforce, which will help us attract and retain a team of
talented people to better serve our clients and improve business results.

PRIVACY NOTIFICATION
We require personal information relevant to your employment. The collection and handling of the information will
be consistent with the requirements of the Privacy Act.


INFORMATION SECURITY COMPETENCIES
We require all staff to demonstrate and maintain an adequate and proportionate level of information security
knowledge and competence.

REMUNERATION
This position is remunerated under the Social, Community, Home Care and Disability Services Industry Award 2010
dependant of qualifications and experience. Salary packaging opportunities are available.

CAPABILITY FRAMEWORK
The position of Program Support Leader, Community Supports has been assessed as a People Manager 5 (PM5) role, with the
following capability and behavioural expectations:

Live Better Position Description

Capability Demonstration Behavioural Expectations
Display • Demonstrates ethical behaviour and • Keeps control of own emotions and seeks to understand others before responding.
awareness of encourages others to act with integrity. • Shows genuine empathy and respect; adapts well to change and stays calm under
self and others. • Understands self and shows respect by pressure.
recognising personal impact on others. • Demonstrates integrity by taking responsibility for their words and actions.

• Reflects on own performance and has the

courage to respond positively to
feedback.
Cultivates • Leverages internal and external • Earns trust by being authentic.
productive relationships to deliver quality outcomes. • Demonstrates respect for each colleague, partner, and/or stakeholder by recognising
relationships. • Consults, collaborates, and influences the benefits of diverse ideas and approaches.
authentically.

• Balances the needs of multiple

stakeholders while respecting different
viewpoints.
Drives Results • Takes responsibility for work quality and • Establishes clear, measurable goals for the team and/or individual.
timeliness of results. • Clarifies responsibilities and builds ownership by regularly monitoring team and/or

• Sets high standards for customer service, individual progress.

best practice, and continuous • Sets high standards for operating ethically and efficiently and takes early corrective
improvement. action when required.

• Navigates complex and changing

circumstances to achieve results.
Develops • Builds an inclusive workplace which • Provides each staff member with guidance, development opportunities, and feedback
People and brings people together. which drives high performance.
Culture • Creates the environment for • Demonstrates courage to address workplace behaviours which conflict with our beliefs
collaboration, high performance, and and values.
productivity. • Communicates the benefits of a diverse and inclusive workplace.

• Facilitates employee development to

address business needs and support
individual growth. Operates • Champions and supports change, reform, • Ensures the team and/or individual understands the strategy and how it addresses
Strategically and innovative future thinking. future challenges.
• Develops plans and prioritises work to • In collaboration with team members, sets performance objectives which show how each
meet strategic objectives. staff member contributes to the strategy.

• Communicates the strategy and

coordinates effort to deliver on strategic
objectives. Technology and Adopts appropriate technologies and • Uses available technology and systems appropriately and guides staff to make the best
Information manages data and information to enable use of technology.
Management business and customer outcomes. • Supervises and trains staff to ensure they record, protect, and manage information and
data in the right systems.

• Supports staff to use technology to innovate and continuously improve how we work.
  

Finance and Applies responsible financial and resource • Applies policy and procedures and monitors their application to ensure compliance with
Resource management to achieve value for money finance and resource management requirements.
Management and support financial sustainability. • Contributes to efficient and effective management of financial and other resources to
achieve organisational goals.

• Maintains accurate operational information and data which will contribute to budgeting,

reporting, and forecasting.

Asset Creates, allocates, maintains, and retires • Supervises and supports the responsible use of assets in line with policy and procedures.
Management assets appropriately and responsibly to • Maintains accurate information and data which contributes to efficient and effective
optimise effectiveness and efficiency. management of assets.

• Identifies asset management risks and improvement opportunities and matters for

escalation.

Risk Applies risk management processes to • Complies with relevant legislation, policies, and procedures.
Management, mitigate risk and proactively manage safety • Supervises and supports staff to act in an ethical, professional, and safe way in
Safety, and and compliance obligations. accordance with policies and procedures. Addresses and corrects all reported incidents or
Compliance breaches of policies and procedures.


Procurement Applies procurement processes to ensure • Complies with procurement and contract related policies and procedures. Supervises
and Contract value for money through effective and guides staff to ensure they comply with policies and procedures.
Management purchasing and contract performance. • Seeks staff feedback to identify risk and improvement opportunities or matters for
escalation.

• Contributes to the identification of business requirements, deliverables, and

expectations of suppliers.

Project Applies effective governance, planning, and • Delivers tasks in line with agreed project schedules, checks progress and seeks help to
Management coordination to project management to ensure project milestones are met.
achieve organisational goals. • Prepares accurate project documentation and reports proactively on time, scope,
budget, quality, impacts and changes.


Change Applies effective planning, coordination, • Integrates organisational changes and improvements into work processes and practices.
Management and communication to change management
processes to support quality outcomes.
Live Better Position Description

Capability Demonstration Behavioural Expectations

• Supervises and supports change and continuous improvement and explains the purpose

and benefits of change and implications for the team. Supports staff to identify ways to
innovate and improve.

• Shares information relating to changes in the workplace with staff in a timely manner.
  

Manages Applies effective workforce planning and • Applies effective workforce planning to ensure the availability and allocation of capable
Effectively performance management to optimise resources so service commitments and deadlines are met.
(People workforce productivity and capability. • Provides and documents feedback on performance and development to ensure
Management) employees have role clarity and deliver on expectations.

• Records and addresses poor performance or conduct in a timely and constructive way.
• Recognises day-to-day conflict or tensions which need to be addressed, and work

towards positive resolution of issues.