MS Engagement Co-ordinator

Transcription

1 Job Title: Name of role Department: Name of Department Reports to: Manager s Title Position Purpose: Identify the purpose of the role Responsible For: One or two lines stating key responsibilities of the role Key Challenges: Challenges facing successful undertaking of responsibilities Key Result Areas: Include - organisational support relationship management administration values MS Engagement Coordinator Team Leader, Engagement The MS Consultant will support people affected by multiple sclerosis or other progressive neurological disorders by providing person centred, education, planning and navigation of the NDIS to ensure the person is connected and receiving the supports required whilst promoting and endorsing the MS Suite of NDIS products and Mission Services. Engaging with people affected by multiple sclerosis or other progressive neurological disorders who have entered or will be entering the National Disability Insurance Scheme (NDIS) by providing person-centred, responsive information and planning, via phone or other agreed communication technology. E.g. skype, Face time or face to face. The ability to work with customers who are facing life changes, barriers to access and/or who have multiple and complex needs requiring understanding and connection. Integrating and working collaboratively with and within the MS NDIS team and the MS Connect team. First Contact & Engagement Relationship management Administration Values

2 A. ORGANISATION DIMENSIONS SENIOR MANAGER, MS WELLBEING MS ENGAGEMENT COORDINATOR Position Dimensions: Change as required but do not delete Budget: ($ Value) Staff Numbers: Geographical Spread/Breadth: States Covered and internal and external breadth of role (i.e. impact of role applicable to own team, multiteams or organisation/industry wide) Other: Mandatory Training Requirements: e.g. Manual handling, infection control, food safety, first aid, CPR Nil Nil NSW Vic

3 B. JOB REQUIREMENTS Key Result Area 1 Organisational Support (Key Tasks/Responsibilities) Key Tasks: Input the responsibilities that support the organisation in attaining the strategic, tactical or operational goals Provide a timely response to engagement call referrals for follow up. Develop strong rapport with people affected by multiple sclerosis or other disability over the phone or other technology in order to gain their trust and allow the provision of assistance. Work with the customer to explore the circumstances relevant to the person and guide them through information and planning and or options to support and address their situation. Provide advocacy as required. Provide information and understanding in MS NDIS services and supports in conjunction with MS Services and supports overall Job holder is successful when: Processes are adhered to in relation to timelines for engagement Engagement results in uptake of supports, either NDIS or mission, by a customer. Assessment skills result in development of relevant goals and pathways to achieve positive outcomes. Knowledge and information provided on the NDIS, MS NDIS services and MS mission services are up to date, relevant and easily understood by customers. Key Result Area 2 Relationship Management Key Tasks: Work collaboratively within the organisation to support the achievements of the range of MS supports available Establish and progress working in collaboration with the MS Connect and MS NDIS team to ensure customer requirements are met. Develop and foster relationships with external stakeholders to promote positive outcomes for customer as well as promoting MS service offerings. Job holder is successful when: Customers are aware of and engage with a range of MS supports. Good communication exists between the teams allowing for best outcomes. Positive relationships are in place with providers, NDIA representatives which allow for good communication.

4 Promote referrals to services as appropriate to meeting the customer s support needs Promote MS as a service which offers best practice, experience and person centred supports to assist customers achieve their support goals. Key Result Area 3 Administration Key Tasks: Full compliance with internal and external audit requirements. Complete all customer required documentation in data base Complete other administrative duties as per required. Job holder is successful when: Consistent use of proper process is visible in using CRM and following confidentiality and consent policy. Best practice processes are followed in relation to the input of customer records utilising the S.O.A.P method. Support is provided to other coordinators and NDIS staff to achieve positive outcomes C. PURPOSE AND VALUES REQUIREMENTS Key Result Area 4 Values, Culture, Behaviours Actively support MS purpose, value, service promise and strategic vision. Operate in line with MS policies, procedure and practices. Promote and work within MS customer service delivery principles. Positively and constructively represent the organisation to external contacts at all opportunities. Behave in a way that contributes to a workplace that is free of discrimination, harassment and bullying behaviour at all times. Job Holder is successful when: Values are adhered to and demonstrated in daily practice Values form an integral part of the way employees conduct their presence in the workplace. The MS Service Promise and Behaviours are demonstrated in daily practice.

5 Actively demonstrate and embed into every day work the MS Service Promise & Foundation Behaviours. [Managers] demonstrate Leadership Behaviours in all interactions. Ensure the health, safety and welfare of self, co-workers and others. Follow all reasonable directions given by the organisation. Support, promote and show sensitivity to diversity in the work place. MS Service Promise First Contact I am First Contract, a true ambassador for MS. Think Yes I am positive and committed to MS, its customers, people & the MS community. Act Now I am accountable for delivering timely and quality outcomes. Push Ahead I am focussed on making improvements and finding new ways to push ahead. D. EMPLOYMENT SCREENING REQUIREMENTS Must be completed prior to commencing employment National Police Check (to be carried out by MS) International Police Check if lived overseas for longer than 12 months in the last 10 years (to be provided by the applicant) Right to Work in Australia (Certified copy of Passport/Visa to be provided by the applicant) Disability Worker Exclusion Scheme check (Victorian Residential Workers only) Working with Children Check (if required for role)

6 E. SELECTION CRITERIA Relevant tertiary education in Allied Health, Disability Services Cert IV level. Demonstrated knowledge and understanding of the National Disability Insurance Scheme Experience in providing support and advice to people with a disability, preferably progressive neurological conditions such as MS. Demonstrated skill in obtaining the individual information relevant to the person s circumstances and documenting discussions in a planning format. Demonstrated ability to network and develop effective working relationships collaborations to achieve targeted, referral and support. Demonstrated evidence of excellent time management and organisational skills. including the ability to prioritise tasks Demonstrated high level written and verbal communication skills Computer literacy in using a range of Office computer packages Willingness to undertake a Police check/ working with children & vulnerable people check