Client Engagement and Planning Officer

Transcription

1 Position Client Engagement and Planning Officer Classification SCHADS Award Level 5 Employment status Office location Reports to Direct reports Full time, Ongoing Estate 1, 45 Assembly Drive, Dandenong South or Northern Melbourne Manager, Ermha 360 Southeast No direct reports ERMHA Ermha is a community-based, not-for-profit organisation delivering a range of innovative and responsive mental health and disability support services. Ermha employs staff from a variety of backgrounds to deliver services across Melbourne. Ermha has operational bases located in Clayton, Springvale, Dandenong and Geelong. Ermha has 30 years experience in the delivery of person-centered, strengths-based support and everything we do is informed by a deep respect for the people who use our services. Ermha is an equal opportunity employer and is committed to a healthy and happy workforce, offering a range of staff wellbeing initiatives. VISION - People experiencing mental illness or disability and their carers are able to thrive in their community, unhindered by discrimination and disadvantage. PURPOSE - We strive to improve the quality of life and wellbeing of people living with mental illness or disability and their carers, by advocating for and providing, individually tailored support, focused on recovery, independence and social inclusion. POSITION OVERVIEW The Client Engagement and Planning Officer will be the first point of contact for the initiation of any client support enquiry for Ermha 360 South East. The Client Engagement and Planning Officer will oversee the Ermha 360 Southeast intake and referral process and be responsible for assessment and screening of clients. They will ensure Client Directed Care (CDC) design in the development of a package of supports for each client and determine the resources and budget required to deliver each package. The Client Engagement and Planning Officer will also be involved in the allocation of clients to the teams that comprise Ermha 360 South East and take responsibility for reviewing and adjusting client packages based on client progress. The Client Engagement and Planning Officer will be part of the team working on the transition to the National Disability Insurance Scheme (NDIS) and will be expected to keep abreast of current development relating to NDIS and supporting staff and team leaders in this transition. In conjunction with the Manager Ermha 360 South East the Client Engagement and Planning Officer will further refine organisational processes for the initiation of client support in an efficient and timely manner. 1 P a g e

2 KEY RESPONSIBILITIES The role of the Client Engagement and Planning Officer will include all elements of intake and assessment/screening into Ermha 360 Southeast Region. The Client Engagement and Planning Officer have the following responsibilities: Screening & Assessment Respond to enquiries generated through reception and other referral channels Lead the development and delivery of a system that makes it simple for potential participants, their carers and/or families to access Ermha360 Southeast support Undertake assessment/screening and recommendation of referrals for relevant programs based upon eligibility Program Design and Management Develop and maintain an in-depth and comprehensive working knowledge of Ermha South East 360 Develop accurate and comprehensive budgets for Client Directed Care packages Effectively negotiate with external agencies, carers and clients in relation to Client Directed Care packages Identify program capacity, resourcing and budget development for client packages and initiate discussions and review of Draft Service Agreements In consultation with Manager Ermha 360 Southeast and Team Leaders, develop and refine the model in line with organisation requirements, industry best practice and the needs of clients/family/carers/stakeholders engaged with Ermha and actively contribute to the continued development of process and tools to support the process Identify the competencies that are required in the provision of day to day role and where required recruit and provide training and professional supervision to Ermha staff engaged in service provision Ensure an understanding of relevant procedures and have the capacity to resolve minor procedural issues, manage time, planning and prioritize work tasks Relationship engagement and development Work closely with our referral partners, appropriate for client needs, to ensure they are aware of referral process, provide advice on program capacity and develop reciprocal referral opportunities Proactively represent Ermha in discussions and presentations with/to external agencies and community in relation to CDC package design and NDIS Manage a wide range of internal and external relationships and have a good sense of the service systems and be well informed about and able to articulate and promote the activities and work of Ermha Keep abreast of local external services and provide up to date information to enquirers regarding other external service options where appropriate Service Accountability and Financial Management Effectively collect and collate all relevant information in the initial assessment and screening process and ensure the consistency and quality of data recorded Provide clear, concise and accurate information on Ermha 360 programs and the referral process, including program eligibility, capacity and package design 2 P a g e

3 Provide regular data and reports around client outcomes, throughput, program difficulties and suggested enhancements Ensure package development includes an accurate costing of services and that services are delivered within funding parameters Team work Respond to enquiries and work with other internal teams and staff members promptly and efficiently Actively participate in meetings relevant to the Client Engagement and Planning Officer role including program, site and organisational meetings Actively participate in activities associated with reflecting on the work of the program, building practice knowledge and contributing to continuous quality improvement KPI s will be collaboratively developed and monitored with direct line manager Autonomy will be exercised within established guidelines and decisions regarding daily operations will be made within Ermha s established procedures and practices Additional Responsibilities Implement the contemporary Vision, Purpose and Objectives of Ermha Uphold and model Ermha s values Contribute as a positive, collaborative and active member of the Ermha management team Promote a spirit of cooperation and professionalism across the organisation Participate productively in the annual Performance Review and Development Plan Maintain a safe and healthy work environment, comply with Ermha s OH&S policies and procedures and actively ensure the health, safety and wellbeing of themselves and others at work Other duties as required KEY SELECTION CRITERIA 1. A tertiary qualification in Social Work, Psychology, Occupational Therapy, Community Development or other related discipline is considered desirable. 2. Extensive experience in the mental health field and a thorough understanding of dual disability or dual diagnosis support, and/or working with those who are disadvantaged in the community with particular reference to people with complex care needs. 3. A strong commitment to Client Directed Care 4. Demonstrated awareness of the full range of issues experienced by people living with a psychiatric disability as a result of a severe and enduring mental illness, together with high level practice skill in the design and delivery of appropriate services, strategies and interventions. 5. A well-developed understanding of the national Disability Insurance Scheme and its impact on outcomes for clients and their carers and existing models of service delivery. 6. Knowledge of crisis intervention practices and experience in broad case management practices working from a recovery focused and consumer centered approach. 3 P a g e

4 7. Clear communication skills both written and verbal. The ability to prepare clear, thoughtful written reports, maintain files and data requirements and competent computer skills. 8. Highly developed interpersonal and networking skills and a demonstrated ability to build productive relationships with internal and external stakeholders. 9. The ability to approach problem situations creatively, to be resourceful and reflective and to lead and encourage participation in the team s decision making processes. 10. Knowledge of and an ability to access, a range of relevant community resources, particularly in the areas of health, drug and alcohol, legal, income support, employment, recreation and accommodation. 11. Possession of a full current Victorian driver s license is essential. Other relevant information All positions at Ermha are subject to the successful completion of a six month probation Appointments are subject to satisfactory Police and Working with Children checks Successful applicants will be required to provide evidence of their right to work in Australia REQUIRED INFORMATION FOR MAKING APPLICATION Must include: Cover Letter with contact details Response to Key Selection Criteria Completion of Application for Employment form (available from Resume with evidence of qualifications Three Contactable Referees 4 P a g e

5 Please address all applications to: Ms Josephine Roberts Recruitment Advisor Ermha Ltd Estate 1, Building G, Level 1, 45 Assembly Drive, Dandenong South Vic 3175 Or 5 P a g e