ROLE DESCRIPTION. Client Service Consultant (Western Sydney)

Transcription

1 ROLE DESCRIPTION Role: Reports to: Client Service Consultant (Western Sydney) Manager Role Family: Community Services Level: H Organisational Context: Cerebral Palsy Alliance is the largest non-government provider of disability services in NSW, providing a range of services to people with cerebral palsy and other disabilities. These include accommodation, therapy, technology, employment, community access and support. Services currently operate in a highly decentralised model through 55 separate outlets. Cerebral Palsy Alliance s corporate offices are based at Allambie Heights. Their primary function is to provide the organisation with the necessary resources and support that will assist all operational areas to achieve Cerebral Palsy Alliance s overall mission and strategic direction. The LifePoints team provides a range of services to support people throughout the lifespan with cerebral palsy and other disabilities. These services are provided by a team of allied health professionals, family support and administrative staff including Occupational Therapists, Physiotherapists, Speech Pathologists, Psychologists, Social Workers, Exercise Physiologists, Early Educators, Family Therapists, Program Assistants and Administration Support. Purpose, Nature and Scope of the Role: The role exists to: Assist individuals (children and adults) and their families to access Cerebral Palsy Alliance supports and services Identify appropriate alternative client services and record unmet need as required Liaise and foster networks with other local service providers to facilitate options and choices around client services Contribute to the development of systems to gather information and report on referral trends and service gaps i.e. for Aboriginal people and people from Culturally and Linguistically Diverse (CALD) backgrounds Organisational Relationships & Staff Establishment: This position reports directly to a nominated member of the LifePoints Management team, who in turn reports to the Senior Business Manager. Client Service Consultant Manager Senior Business Manager

2 Professional Learning & Development: Cerebral Palsy Alliance has a strong commitment to providing our employees with evidence based, responsive professional development which includes the delivery of nationally accredited courses through its Registered Training Organisation. It is compulsory for all new employees to complete Cerebral Palsy Alliance s, Orientation and Induction Program in accordance with the current requirements of the role as reflected by the action PACT Learning Calendar. It is each employee s responsibility to also ensure that learning and development, as outlined in the Annual Performance Appraisal, including knowledge of current Cerebral Palsy Alliance policies and procedures, is maintained. Interpersonal Relationships: Internal: Manager, LifePoints LifePoints team members Staff from other Cerebral Palsy Alliance programs CAS, Packforce, Accommodation, Respite, SEDS Other Cerebral Palsy Alliance staff External: Families and carers Volunteers Staff and carers from other agencies Funding bodies Other disability service providers Government departments and services e.g. schools Other relevant agencies Position Dimensions: Staffing: Direct Reports: Nil Indirect Reports: Nil Budget: Nil 2

3 Core Competencies Competency Descriptors Performance Outcomes Organisational Knowledge Leadership/ Teamwork Interpersonal Skills/ Communication Has a sound understanding of the mission and values of Cerebral Palsy Alliance. Has a sound understanding of Cerebral Palsy Alliance (CPA) Strategic Plan Key Goals and Initiatives Has a good understanding of other state and national issues and services. Has working knowledge and application of CPA policies and procedures. May lead/manage a small team. Delegates/allocates work to others, monitoring performance. Determines learning and development requirements. Leads and supports change. May have budgetary and HR related responsibilities. Supports other team members, actively driving and contributing to team goals. Has sufficient interpersonal skills to advise and assist managers and staff on routine policies and systems issues. Works on establishing effective relationships. Can assist others to resolve conflict. Builds a network of contacts with other relevant organisations. Demonstrates the practical application of the organisation core values in the workplace Abides by Cerebral Palsy Alliance (CPA) code of conduct and is a role model to others in demonstrating the underpinning values of the organisation Understands the relationship between the LifePoints operational plan and CPA Strategic Plan and implications for themselves. Participates in team development of the plan. Establishes working relationships with external bodies and provide regular updates to team where appropriate Identifies and promotes positive relationships with key internal/external partners Demonstrates a practical understanding of links between LifePoints and other CPA services Participates in relevant orientation programs Is able to locate and explain relevant policies and procedures as required and has input into the review of relevant policies and procedures Demonstrated adherence to CPA policy and procedures and relevant legislation Guides and supports staff as required, in their area of work Participates in staff appraisals with their team members as required Meets budgets as agreed with LifePoints Manager, has input into positive ways to contain expenditure where appropriate Meets all relevant responsibilities including deadlines Actively participates in team meetings, LifePoints planning meetings, team days state wide professional development days and other meetings as required Is a cooperative and supportive team member Values contribution made by others. Recognises the ability of and works with the skills of other team members and ability to work with other team member skills Communicates in a professional manner which enhances the core values of CPA Demonstrates high level communication skills Has the ability to consider global implications of day-to-day work practices and communicates issues that are relevant to own team and others Acts as a positive role model and is proactive in resolving conflicts before they become major issues Participates in training and disability network meetings, conferences and seminars as agreed with the Manager Delivers presentations to other services on CPA services Is able to gather additional information when needed to determine eligibility/suitability of a referral Discusses with clients/families/referrers the criteria of referrals and provides 3

4 Core Competencies Competency Descriptors Performance Outcomes Problem Solving / Decision Making Legislation / Standards/ Practice Qualifications/Experience Service Delivery Management Identifies operational and/or work related issues requiring innovative or creative solutions. Assists with the timely development and implementation of solutions around more complex issues. Maintains a detailed working knowledge of standards and relevant government legislation including e.g. WHS, Disability Inclusion Act, National Disability Insurance Scheme Act. Understands the importance of sharing this information across the organisation. Assists with the management and alignment of changes in practice or standards. Has a relevant degree or equivalent level specialised experience. Is considered a point of reference on specific functional CPA area. Demonstrated commitment to ongoing professional development Has a comprehensive working knowledge of the range of individual client needs and is able to work to identify these and develop plans which involve multiple service involvement. Has a good understanding of the range of services offered within the information regarding alternative services Uses a solution focused or strengths approach towards practice and professional behaviour. This method of working is used widely and skills shared with other team members. Empowers other staff and clients to generate their own solutions Is a resource to other staff within the program or within other areas of the organisation in addition to helping to resource other organisations with information Initiates research into solutions that may be used elsewhere and shares with others who may benefit Ability to review referral information and gather further information as necessary from relevant staff, Managers to assist in determine next steps Demonstrated compliance to relevant legislation including Disability Inclusion Act 2014, National Disability Insurance Scheme Act 2013 and Children and Young Persons (Care and Protection) Act 1998 (NSW) Children and Young Persons (Care and Protection) Act 1998 Promotes requirements of WHS legislation to staff and clients and adheres to safe work practices in accordance with CPA WH&S, Safe Home visiting policies, and WorkCover requirements Is able to summarise relevant legislation and explain the requirements of mandatory reporting needs to other staff within the program and organisation Demonstrates an understanding of all relevant legislation using plain language that can be understood by families and individuals where necessary Tertiary Diploma / Degree in areas pertaining to supporting individuals and families relevant to the position Demonstrated experience relevant to position Assists cross regional services with information and support Skills and qualifications are upgraded as needed in consultation with the Manager NSW current Drivers license Participates in all aspects of initial engagement with clients and families, supporting individuals to identify needs and goals, access to planning resources, and provision of information Considers the individual needs of clients and supports them to find solutions that address their particular needs Acts as a resource to external services that not only meets own clients needs but also assists other members of the team with their clients Has a thorough understanding of cerebral palsy and a range of other disabilities. 4

5 Core Competencies Competency Descriptors Performance Outcomes organisation and those offered by the general and specialist agencies. Actively seeks to make appropriate links with other agencies. Assists senior staff with the evaluation of programs and prepares reports as required. Participates in the planning and development of services. Is able to assist clients with the resolution of more complex problems/ issues. Supports and presents a positive image of clients in the community. Participates in external forums and networks and manages feedback to teams Participates in the evaluation of program areas as relevant Acts as a contact point for new individuals/families who have ongoing needs Maintains good knowledge of other programs in terms of being able to offer appropriate support to individuals/families transitioning from areas or stages in their lives in a proactive manner Has a working knowledge of other relevant organisations and services and shares this information with clients/families/referrers to meet their needs 5

6 Summary of knowledge, skills, experience and values: Essential: Tertiary qualification/ Diploma / Certificate in relevant area Experience working with people with disability and their families Excellent organisational skills Excellent verbal and written communication skills Computer literacy in Microsoft Word, Outlook and record keeping databases Excellent numeracy and literacy skills Excellent problem solving skills and ability to work independently Current NSW driver s licence Knowledge of, and ability to implement the Disability Inclusion Act and Child Protection legislation Desirable: Experience in working as part of a team Demonstrated ability to foster community and service networking opportunities An understanding of individual and family centred practice An understanding of the National Disability Insurance Scheme (NDIS) Act Signed... Date. 6

7 DUTY STATEMENT 1. Provision of services to people with disability and their teams Assist clients and families to identify and prioritise their individual support needs using a range of person centred frameworks. This includes liaising with team members, agencies/service providers and family members/carers regarding assessment, intervention and service coordination Liaise with other health providers across the community services, government and health sectors e.g. Case Managers, Doctors etc. as required Demonstrate an understanding of disability across the lifespan and recognises significant life stages and transitions, issues of loss and grief and the relationship between ageing and disability. 2. Provision of information and advisory services Provide information and advice to individuals, families, carers, relevant staff or others, by maintaining a good knowledge of Cerebral Palsy Alliance (CPA) programs and external agencies to offer appropriate information to clients and families that is proactive in identifying possible areas of need; providing timely and relevant information to clients, families and other service providers as required e.g. knowledge of community resources, support services; providing information regarding CPA referral criteria and associated documentation; sharing time frames and information needs of CPA as set out within position statements; using client data sources to provide relevant information to clients, families and staff to address specific requests e.g. existing logged needs, time frame for service; sharing information with clients and families about the range of CPA services/activities in a proactive manner Provide information and assistance regarding referral pathways to other services within CPA, other agencies, clinics and specialist services which may be of benefit to children, young people, adults and families to support an identified need/goal Ensure Provision of services that demonstrates awareness of and sensitivity towards cultural and social issues Demonstrate a thorough understanding of relevant legislation such as Disability Inclusion Act, National Disability Insurance Scheme (NDIS) Act, Children and Young Persons (Care and Protection Act), Crimes Act and awareness of mandatory reporting responsibilities. 3. Community and professional education Participate in and contribute to CPA professional development program as required including, supervision / mentoring, ActionPACT training activities and other relevant training/sessions as arise Identify own learning and professional development needs in collaboration with Manager or relevant senior Provide peer support to students and staff within the team regarding the CPA Client Journey process as appropriate to role level Participate in internal and external research projects as requested through data collection or participant recruitment. 7

8 4. Administration Coordinate the implementation of a positive client relationship experience in collaboration with relevant team members which may include: greeting and directing clients/visitors/callers either via phone, or face to face; developing, supporting and maintaining a space that is welcoming and accessible; providing timely sharing of appropriate and relevant information as requested by clients and families Record accurate statistical data for client and tertiary services in keeping with organisation policy and procedure Participate in team and intake meetings Complete client progress notes and update client database in timely manner Arrange appointments with clients and when required in liaison with other team members Perform other relevant administration duties to support the team as requested by Manager and determined by the needs of the site/team Provide reports, letters and correspondence in line with protocols and procedures of the service and CPA Meet the administration/accountability requirements as described by funding bodies and as directed by Manager Monitor client CPA Service Agreements and funding source such as NDIS and implement necessary communications Assist with CPA marketing activities and campaigns to promote client acquisition and retention Utilise the NDIS portal, where required to obtain, monitor or manage information, this may include claiming for CPA services. 5. Occupational Health and Safety Take responsibility for safe practices for self and clients/families within CPA at all times including offsite visits, consistent with the Workplace Health and Safety (WHS) Act Comply with, report on and actively participate in CPA Workplace Health and Safety procedures. 6. Policy and Planning Participate in Development of CPA and program policies and procedures as requested Planning and implementation of special projects as required Ongoing review of and development of operational planning in conjunction with management Planning of local initiatives as requested by Managers 8