The Coordinator Carer Intake and Planning role is responsible for a high level oversight of all the call centre operations, across the Wellways Carer Gateway Service areas. The objectives for this role is to ensure that the call centre maintains its 24/7 operations across both the Queensland and NSW sites. The contact centre will operate in accordance with the requirements as outlined in the Carer Gateway service providers operating manual and Wellways service design and operations manual.
About the program
Wellways Australia is the first point of contact for all Australian Government Carer Gateway funded services in South West Sydney and across Queensland, aiming to help carers access practical information and advice and connect with services in their local area. Carer supports and services will be delivered using a network of local Carer Gateway regional service providers Carers and those who provide a caring role to someone in their life who has a disability, mental health issue, chronic health condition, terminal illness or are frail aged.
The new Carer Gateway Services have been created in the context of national reforms and represent an exciting new era for the delivery of innovative carer services.
Carer Gateway Services consist of 6 unique service types;
- Carer Support Planning: Intake needs assessment and planning
- Carer Coaching
- In-person peer support
- In-person counselling
- Carer-directed support packages
- Emergency respite care
Reporting to the National Manager Carer Gateway Contact Centre and working under limited direction this role is responsible for:
- In collaboration with the National Manager, manage contact centre budgets and service volumes
- Ensure the Intake and Registration Officers and Carer Support Planners are facilitating referrals to consortia partners and core Carer Gateway programs
- Support individual training and development plans for the team members
- Leading Contact Centre operations in a fast paced environment that is challenging and changing continuously
- Work collaboratively with the Contact Centre Coordinators as a united Leadership team
- Ensure the contact centre operations delivers the required performance and is committed to delivering a great customer contact experience through a variety of channels including; phone, email, video, face to face and paper based correspondence
- Lead and manage the Carer Support Workers, and Intake and Registration Officers to ensure that the carer experience of intake, planning, assessment, is timely, friendly, professional and a consistently high quality service.
- Design innovative and quality service offerings
- Oversee and implement the DSS Carer Support Framework and use of the Carers StarTM tool to ensure carers participant in intake, assessment, planning and prioritising for carer services
- Develop community partnerships and support the engagement of diverse groups of Carers, including people from young carers, rural location, Aboriginal and Torres Strait Islander Communities, people who identify as Lesbian, Gay, Bisexual, Trans*, Intersex and Queer (LGBTIQA+), people from multicultural communities and young people
- Review service delivery carer satisfaction surveys and feedback providing National Manager with recommendation for continual improvement
- Recruiting employees in line with Wellways recruitment practice who are suitably qualified, meet character screening and compliance requirements, performance and professional development requirements are managed effectively
- Monitoring and reviewing service quality and performance and reporting against objectives and providing regular and effective reports to National Manager
- Critical to success in this role is the incumbent's ability to;
- Understand the nature of the caring role and evidence based, best practice supports that enable carers to sustain in their caring role and enhance their own wellbeing and identity
- Understand, advocate for and lead the implementation of the carer peer workforce, prioritizing the employment of carer peers at every point
- Understand the national carer policy, legislation and service landscape
- Effectively engage with a wide range of stakeholders, including consortium partners
- Evidence of working rights within Australia such as a passport or birth certificate
- A current valid Driver's License
- National Police Records Check (Less than 12 months old)
- Blue Card and Yellow Card (Current or willing to obtain prior to employment)
- NDIS Worker Orientation Module Certificate: https://www.ndiscommission.gov.au/workers/support-for-workers/training-course
- NDIS Worker Screening Check
Wellways supports an inclusive approach in both the workplace and community where everyone can imagine and achieve their goals to their fullest potential. This is your opportunity to join a nationally recognised organisation with over 2,000 staff members across 93 sites where you can gain access to ongoing support and opportunity for career development.
- Join a brand new and supportive team
- Fortnightly pay
- Salary packaging up to $15,899 per annum
- An Employee Assistance Program which aims to support and empower employees and their loved ones
- Ongoing support and supervision
- For a full list of our staff benefits, visit https://www.wellways.org/careers-wellways
The health and safety of Wellways participants and employees is our highest priority and a significant number of roles within Wellways are covered by government Health Orders or Directives that require mandatory COVID vaccinations. Where a government Order or Directive applies, successful applicants will be required to provide evidence of COVID-19 vaccination or approved exemption prior to commencement.
We warmly encourage people from Aboriginal and Torres Strait Islander communities and people with a lived experience of mental health and disability to apply.
Wellways Australia Limited is committed to the safeguarding of children and vulnerable people. All applicants applying for roles within Wellways must undergo a screening process prior to their successful appointment.