Introduction Hands on People (HOP) is a community services provider dedicated to supporting individuals living with disabilities. Our mission is to empower our clients by helping them navigate government and insurance schemes, including the National Disability Insurance Scheme (NDIS), to access support more efficiently. With a highly skilled team, we offer a wide range of services, such as Accommodation Services, Community Nursing, NDIS Support Coordination, NDIS Plan Management, Social and Community Participation, and Veteran’s Home Care. Operating primarily in Darwin, Katherine, Alice Springs, and Brisbane, we are committed to fostering independence and improving the quality of life for our clients. Our passionate staff build personal relationships with each customer, working towards enriched and empowered living. In addition, our vision is to become the preferred service provider in the disability and aged care sector. At HOP, we are driven by our values encapsulated in PARTT: Partnership : We believe in collaboration, working closely with clients and their families. Accountability : We take responsibility for our actions and commitments. Respect : Every individual, whether client or staff, is treated with the utmost dignity. Trust : We build strong, reliable relationships based on honesty and confidentiality. Transparency : We operate with openness, ensuring clarity in all our processes and decisions. Our specialized care extends to those recovering from cardiac, orthopedic, stroke, and neuro conditions, through personalized and high-quality rehabilitation services that reflect our commitment to excellence. Description Your duties will include but not be limited to: Service Delivery: The Primary responsibility is to supervise the Care Team and guide and mentor them in delivering outstanding support while ensuring that the services are customized to meet the specific requirements and objectives of each participant/Customers. Responsible for supervising all staff in the branch. To execute, and evaluate policies and procedures, while also ensuring that staff, service users, and participants possess comprehension and active participation in these processes. The implementation and management of information systems with the purpose of recording, analysing, and reporting service-related information both internally inside the organization and to external stakeholders. The individual is accountable for documenting instances of restrictive practices in compliance with the NDIS Restrictive Practises and Support regulations. The task of monitoring and providing an efficient response to incidents and complaints falls under the purview of operational responsibility. Participants, Family, and Stakeholder Relationship Management: Develop and cultivate robust relationships with participants and their families, engage in active listening to comprehend their care needs, and collaborate with them in a mutually beneficial manner to fulfill their specific demands. Implementation of systems and processes that place a high priority on the client's involvement in service delivery. To provide the client with maximum choice and control, by the requirements set by the National Disability Insurance Scheme (NDIS), as well as the Quality and Safeguarding framework. Acquire feedback from clients, family members, stakeholders, and staff members to gain valuable insights into the present state of service delivery and foster avenues for business expansion through enhanced stakeholder involvement. Establish and sustain a positive relationship with clients and their families through the provision of exceptional customer service. To uphold direct, in-person engagements with clients, their families, stakeholders, and staff to immediately attend to their requirements and resolve any problems they may have. Ensure team members establish and maintain networks with carers, other agencies service providers, and stakeholders within the community to facilitate service provision. Internal and External Relationships It is imperative to ensure that service delivery follows best practice methodologies, while simultaneously adhering to the provisions outlined in the Disability Services Act and the United Nations Convention on the Rights of Persons with Disabilities. Establish a harmonious equilibrium within programs, wherein both the preservation of participants' choice and the fulfillment of the duty of care obligations are upheld. Adhering to the prescribed care ratio and rostering requirements. Effectively meet the demands of both the organization and clients by utilizing a proactive and strategic problem-solving strategy. Adhere fully to the NDIS Practise Standards and consistently endeavour to achieve exceptional levels of service delivery. Financial Sustainability: To adhere to budgetary guidelines, consistently assess feasibility, and remain informed about financial modifications implemented by the National Disability Insurance Scheme (NDIS). Adhering to the instructions provided by the finance department is crucial to optimise the operational efficiency of the organisation. Regularly review budget ensuring that necessary changes are recommended and accountability is fostered. Staff Management: Offer leadership, mentorship, and development opportunities to the staff, with a specific emphasis on augmenting their abilities in implementing a person-centered approach. Establish an organisational culture that is positive, efficient, and helpful for both staff members and service users. To assume responsibility for the provision of continuous training to staff employees in disability-related subjects, to uphold their proficiency and expertise. Work with the Human Resources Department with matters regarding performance management and coaching, with the aim of cultivating a workforce that is both highly skilled and motivated. To establish and sustain a workplace culture that is conducive to attracting and retaining highly trained and experienced personnel is a necessary competency for this role. Networking: Ensure optimal adherence to best practices and the provision of high-quality service delivery. Maintain well-established networks and contacts both inside the sector and internally. NDIS Policies and Procedures: To maintain and conform to the Health and Safety (HOP's WHS) rules, risk management framework, and safe working practices, and addressing any modifications implemented by Hands on People. Supervising and upholding the working conditions as stipulated in the contractual agreements of each employee. Accountable for ensuring adherence to all the essential performance areas indicated in the position descriptions of the employees. Ensure a rigorous commitment to compliance with pertinent employment legislation, including both state and federal laws, with a specific emphasis on the WHS Act 2011 and its corresponding regulations. Serve as a role model, exemplifying HOP's Code of Conduct and demonstrating a steadfast dedication to our Mission, Vision, and Values. To actively enforce compliance with the NDIS Code of Conduct, the NDIS Quality and Safeguarding framework, and NDIS Practise Standards within the team. Additional Position Responsibilities Regularly audit and review participant services example ROC v/s Roster, Roster V/s Invoices, Overtime payment, staff leaves etc. Required to be on-call for a week on a rotational basis. Manage Government contractual requirements under the NDIS guidelines. Continuous professional development and training are vital to remain updated on industry standards, hence cultivating a culture of learning and advancement inside our organisation. Required Knowledge/Experience Experience in a similar role for a minimum of 4 years. Highly developed verbal and written communication skills. Strong organisational and time-management skills. Demonstrated commitment to the ongoing stewardship of HOP and service delivery. Proficient in the full suite of Office 365. Supervision and management of staff. An understanding of the needs and considerations of Culturally and Linguistically Diverse clients and their families Demonstrated application and management of EEO, WH&S, and Risk Management policies and practices. Commitment to ongoing professional development and staying current with industry trends. A working knowledge of the NDIS Practice Standards and the ability to ensure compliance. Skills And Experiences Required Education/Licenses/Certificates : Tertiary qualification in Disability, Diploma, or any relevant experience in a similar sector. Current unrestricted driver’s license Working with Children OCHRE card/Blue Card. NDIS Worker Screening Check/Yellow Card