Position Description /

Title: Intake Officer

Position type: Full Time

Classification:SCHADS Level 4

Position purpose: Reporting to the Operations Managers – Community Solutions

The Intake Officer is responsible for the operational management of all aspects of new consumer entry into Community Solutions in home programs and support services. The position is responsible for the implementation of a coordinated intake process that identity’s the consumer needs, determines priority of access and develops the individual consumer program, in particular ensuring a consumer directed service is implemented. This position entails high quality professional, friendly and respectful management of telephone and email enquiries.

The Intake Officer will be the designated point of contact for all potential consumers and families providing service information, response to consumer information requests, and service coordination assistance. This position will ensure timely and personalised intake and assessment for consumers as they progress to becoming clients within the Independence Australian Group.

The role will require the person to operate within organizational policies and procedures remaining compliant with that of the DHHS Disability Guidelines.

The Intake Officer is primarily accountable for overall performance and service delivery of new consumer integration process, and improvement in enquiry conversion and response times and expectations of the role are measured through the achievement of performance indicators detailed work plans. The position operates with a high degree of autonomy in accordance with clearly established policies and procedures.

The role mix involves 40% Intake Service Delivery practice, 40% New Enquiry response and follow up, 20% newConsumer Administration.

Department:
Community Solutions / Supervisor:
Operations Managers Community Solutions / Location:
Footscray / Date:
March 2016
About the Organisation
Independence Australia is asocial enterprise that provides choices for people living with a disability or other personal need, supporting them to regain and retain their independence.
We are about supporting people in their homes, in their communities, in their endeavours, to improve their quality of life, to achieve their dreams.
Our Values & Guiding Principles:
Consumer Centred - Committed People - One Organisation - Right First Time
Key Selection Criteria
ESSENTIAL
Skills and Experience
A diverse range of experience, qualifications, knowledge and skills are required in this position, with emphasis placed in the following areas:

Previous experience in Intake and coordinating new support services to people requiring direct in home support services

Well-developed skills in the use of an electronic client/staff management and rostering system e.g. Carelink+

Previous experience in supporting the Operations team DSW staff and provide them with detailed advice and support to deliver shift tasks programs within an appropriate support plan

Proven ability to meet individual response timelines and service performance targets

 Experience and/ or knowledge in Individual Support Programs in Disability

 Experience and/ or knowledge in TAC/ Compensable Insurance attendant care packages

 An understanding of the In Home individual care sector is well regarded

 A current Driver’sLicense

Strong computer skills, (Microsoft Office)

 A pro-active attitude, a high degree of initiative and a positive approach to life

 An ethical approach to the achievement of personal targets and general conduct in dealings with consumers and existing IA clients

Emotional intelligence with the ability to be in tune with consumer expectations and to be responsive to a range of diverse service needs

The desire to perform the job functions with the highest levels of professionalism and integrity, and the ability to always represent the organization in a positive light

Provide thorough information and effective support to internal and external stake holders

Ability to work under limited direction

DESIRABLE
Skills and Experience
  • Practical knowledge in planning and delivery of Independent Support Packages
  • Previous practical experience working with TAC, DHHS and/or NDIS individual support planning and funding negotiation meeting required outcomes base assessments
Qualifications
  • Degree or post tertiary qualifications in Social Work, Social Sciences, Nursing, Community services or Disability
  • Advanced Diploma of Business or equivalent Business qualifications

Organisational Relationships



Authority Levels
BUDGETARY / OTHER
N/A
Working Relationships
  • Existing Consumers
  • New consumers
  • Area Coordinators
  • Operations Managers
  • Territory Manager
  • Business Development Manager
  • NDIA Provider Support Team
  • NDIA Providers
  • NDIA Trial Site Employees
  • TAC Trial
Other internaland externalstakeholders as required

HR- Position Description Intake Coordinator Page 1 of 7

Document not controlled when printed Last updated (23/02/2016) Reviewed: February 2016Next Review: Feb 17

Position Description /
Skills and Personal Attributes
Contemporary attitude to disability
  • Positive contemporary attitudes to people with disability
  • Understanding of disability and its impact on individuals
Systems
  • Competency, or ability to develop competency, in consistently applying assessment tools to identify support needs
  • Competency with IT systems
Communication
  • Good communication and interpersonal skills
  • Good stakeholder relationship skills
Collaboration
  • Ability to work within a team and adapt quickly to changing environments
  • Ability to work closely with participants and their carers
Service Orientations
  • Commitment to achieving positive outcomes for NDIS participants within NDIS
  • Ability to respond to and prioritise competing and often urgent requests in a calm and efficient manner while also maintaining high work standards and accuracy
  • Ability to manage confidential and sensitive information
  • Ability to analyse information and make decisions within defined parameters
  • Judgement and decision making within delegated limits in relation to accountability of funds and interactions with individuals and communities

Key Result Areas (Organisational)
Result Area and Operational Standards / Tasks/Responsibilities
Result Area:
Support the Independence Australia culture
Operational Standards:
Independence Australia Code of Conduct, Statement of Purpose and Guiding Principles /
  • Participate in and uphold the philosophy and principles of IA as outlined in the Code of Conduct and Mission, Vision & Values Statement.
  • Demonstrate commitment to professional standards.

Result Area:
Occupational Health and Safety (OHS)
Operational Standards:
Independence Australia OHS Policies, Procedures and Work Instructions, OHS legislation /
  • Have a duty to take care for their own health and safety and of others affected by their actions or inactions at work.
  • Comply with safety procedures and practices that have been put in place by Independence Australia to minimise the risk of injury to workers, contractors, consumers, volunteers and visitors and to control identified hazards in the workplace.
  • Do not wilfully interfere with or misuse equipment, materials or facilities provided in the interest of health, safety and welfare of those who attend a workplace.
  • Do not wilfully interfere with or misuse information or instructions provided in the interest of health, safety and welfare of those who are in their care at the workplace.
  • In accordance with agreed Independence Australia procedures for accident and incident reporting, report potential and actual hazards to their immediate supervisor for resolution.
  • Participate in regular safety checks, including fire drills and contribute to the evaluation and review of such procedures.
  • Attend training provided or organised by Independence Australia to ensure compliance with OHS requirements.

Result Area:
Quality and Continuous Improvement
Operational Standards:
Independence Australia Quality Assurance; Risk Management Policies and Procedures Business Plan; Disability Services Victoria Quality Framework; Disability Act (2006)
Any relevant departmental procedures and manuals /
  • Ensure that service delivery works towards clear outcomes with appropriate monitoring & evaluation systems to ensure compliance with IA’s procedures.
  • Identify opportunities for best practice and continuous improvement and communicate these effectively with the team and the organisation.
  • Assist with preparation for quality and ISO audits when required.
  • Identify opportunities for best practice and continuous improvement and communicate these effectively with the team and the organisation.

Result Area:
Customer Service
Operational Standards:
Independence Australia Quality Assurance and Risk Management Policies and Procedures
Independence Australia Code of Conduct
Any relevant departmental procedures and manuals /
  • Ensure that customer service and quality measures are followed.
  • Communicate with customers (internal and external) in a positive, clear and timely manner.
  • Respond to service complaints in a timely manner as per plan and in accordance with Disability Act and organisational policy.
  • Ensure that customer service and quality measures are followed.
Communicate with customers (internal and external) in a positive, clear and timely manner.
Key Result Areas (Job Specific)
Result Area and Operational Standards / Tasks/Responsibilities
Result Area:
Service assistance and enquiry function
Operational Standard: /
  • Ensure all enquiries are followed up promptly (i.e. return phone calls, distribution of client information kits, brochures, ensure that appropriate staff have contacted client, KRIsetc).
  • Record all new enquiries on CRM, and forward action items to appropriate Staff or Services Team in the case of complex care needs.
  • Provide quotations to new Consumer enquiries with rate schedules (or in consultation with BD) and ensure that clients understand and accept the terms and conditions for DASSI’s service delivery (including payment options).
  • Where appropriate, undertake telephone assessments of needs of potential clients with a view to provide a tailored response including arranging BD sales visits to meet their expectations unique and individual needs, using DASSI in home services and/or information on other IAG service and product as appropriate.

Result Area:
Intake Service Delivery
Operational Standard: /
  • Coordinate the operations of Community Solution's client intake function, including:
  • Rapid initial assessment of all incoming service enquiries
  • Confirmation of coordination of program establishment for new In Home clients.
  • Coordinate the operations of Community Solution's client intake function, including:
  • Initial assessment of all incoming service enquiries
    Coordination of program establishment for new In Home clients.
  • Ensure that every new client has an agreed support plan that is outcomes directed, is service and funding specific, and matches the consumer`s expectations of the services being provided.

Result Area:
Service management
Operational Standard: /
  • Working with Human Resources Community Solutions support and the OperationsManager to assist with the identification and recruitment of suitable direct support workers on new client programs.

Result Area:
Service Promotion
Operational Standard: /
  • Contribute to the delivery of high service responsiveness to new consumer referrals and enquiries, includingactively supporting Local Area Marketing and relationship building activities.

Result Area:
Professional Development
Operational Standard: /
  • Manage your ongoing professional development, including maintaining and updating current skills and knowledge.

Other Working Conditions
PROPERTY ITEMS (e.g. mobile phone etc.): N/A
WORKING ENVIRONMENT:Mix of office based and out-of-office.
PHYSICAL REQUIREMENTS:High energy as position is primarily client facing in their home or community setting. Incumbent must be able to drive for periods of at least one hour and meet the inherent requirements of the role which may involve assisting client supports in an assessment capacity.
SPECIAL CONDITIONS: The applicant will be required to focus on assisting the company to build the service delivery performance in Intake and New Business generation, and remain part of the relevant service strategy. Some of the activities over the first six month (activities to be reviewed at 6 months) which the occupant will be involved are as follows: (Note the list of activities is not exhaustive)
  1. To deliver timely and tailored responses to qualified consumer enquiries to assist meeting the Business Development team, weekly, monthly and quarterly targets.
  2. To deliver complete own individual tasks and outcomes in conjunction with Business Development team, weekly, monthly and quarterly targets.
  3. To improve new client service commencement times.
Performance Agreement
At the end of the first six months of employment the Intake and Assessment Officerwill have delivered measurable individual improvement and directly contributed to BD team sales conversion performance improvement based on their work plan and BD business plan metrics.
Certification
I have read this document and agree to undertake the duties and responsibilities as listed above.
Name: ______
Signature: ______
Date: ______

HR- Position Description Intake Coordinator Page 1 of 7

Document not controlled when printed Last updated (23/02/2016) Reviewed: February 2016Next Review: Feb 17