Service Commencement Officer
At the City of Port Phillip we aim to put our community first. Community First is a mindset that we bring to everything we do. It encourages us to look through the eyes of community, work collaboratively across the organisation and with our community, to improve outcomes, value for money and service.The City of Port Phillip celebrates a vibrant and diverse work environment and community, which includes people of Aboriginal and/or Torres Strait Islander background, people of diverse sexual orientation and gender, people from culturally and linguistically diverse backgrounds and people of varied age, health, socio-economic status, faith and spirituality. Employees are able to develop both professionally and personally whilst planning and delivering a range of important services and programs to the community.
Our ‘Community First’ organisational strategy aims to strengthen our focus on delivering Council’s vision:
• Engaged – A well governed city
• Healthy – A healthy, creative & inclusive city
• Resilient – A strong, innovative and adaptive city
• Vibrant – A liveable and connected city
Community First is a whole of organisation approach that sets out how we deliver the Council Plan and Council’s key strategic priorities. As part of our commitment to being an organisation that puts the community first, we have agreed to focus on the following priorities:
- Enterprise Portfolio Management
- Great Places and Precincts
- Continuous Improvement
- Aligned Organisational Culture and Capability
- Good Governance
POSITION TITLE:Service Commencement Officer
AWARD CLASSIFICATION:Band 6
DEPARTMENT:Access and Ageing
DATE APPROVED:January 2017
APPROVED BY: Manager Access & Ageing
REPORTS TO:Coordinator, Community Support
INTERNAL LIAISONS:Access and Ageing department, Regional Assessment Service Outlet,Community Development Division, Finance, Records, Business Technology, ASSIST
EXTERNAL LIAISONS:Potential service clients, My Aged Care, community agencies, community groups and workers, general practices and hospitals.
- Conductdetailed client service plans, face to face or on the telephone, for the delivery of services as part of the Commonwealth Home Support Programme (CHSP) and Home and Community Care Program for Younger People (HACC PYP).
- To promote consumer directed care within the frame of a wellness promoting and reablement approach.
- Work closely with the service teams and Regional Assessment Service (RAS) to ensure that the principles of maximising an individual’s independence, choice and self-determination guides service provision decisions.
- Accountable for the coordination of the timely commencement of services for new clients in consideration of key performance indicators and current service demands.
- Conduct client service reviews to ensure that client care needs are supported.
- Ability to be adaptive and responsive in a dynamic, changing work environment.
- Model the organisations Values and Behaviours.
KEY RESPONSIBILITY AND DUTIES:
- Conduct detailed and accurate client service plans for new CHSP and HACC PYP clientswithin a consumer directed care approach that incorporates individual’s goals and the development of creative and flexible support planning solutions.
- Coordination of commencement of service for all new clients.
- Compliant with My Aged Care systems, apps and procedures and key performance indicators are achieved.
- Ensure appropriate, accurate and confidential documentation and statistical records are maintained to accurately meet statutory and organisational requirements and enable a streamlined, equitable and efficient process.
- Enter or update client data using the Council client management database and contribute to systems improvement processes.
- Conduct client service reviews, as required, to ensure that client care needs are supported.
- Monitor service requests and waiting times in association with other team members.
- Active participation in case coordination discussions, team meetings and training sessions as required.
- Establish and maintain professional relationships with appropriate community agencies and networks.
- The Service Commencement Officer may also be required to carry out other such duties as are within the limits of the employee’s skills, competence and training.
- Consistently demonstrate and uphold Council’s values in all daily activities, including the way in which decisions are made.
ACCOUNTABILITY AND EXTENT OF RESPONSIBILITY:
- Responsible for the service assessment of clients within the municipality in accordance with Council, HACC PYP and CHSP guidelines and Home Care Standards.
- Seek guidance on complex or difficult client or issues.
- Collect and record confidential client information, collate statistical data and prepare reports in accordance with agreed timeframes and processes.
- Participate in team activities as required.
JUDGEMENT AND DECISION MAKING:
- Responsible for decision making and service planningin accordance with Council’s policies and procedures and the current State and Federal Government standards, policies and guidelines governing CHSP and HACC PYP services.
- Responsible for the provision of accurate, specialist advice in the area of services for older people and people with a disability, to existing and potential clients, service providers and members of the general Port Phillip community.
SPECIALIST SKILLS AND KNOWLEDGE:
- High level interviewing and assessment skills, combined with the ability to respond to individual client needs in an empathic, responsive, respectful and professional manner.
- An understanding of and experience working with frail older adults, people with disabilities and/or their carers and with people from CALD (culturally and linguistically diverse) backgrounds, people who identify as GLBTI (gay, lesbian, bisexual, transgender, intersex), people of Aboriginal or Torres Strait Island background, people experiencing financial disadvantage (including people who are homeless or at risk of homelessness), and people with dementia.
- Ability to interpret guidelines and policies in order to accurately assess the eligibility and priority of individual clients.
- A comprehensive understanding and working knowledge of the CHSP Manual and HACC PYP Program Guidelines, the Home Care Standards and the Reablement and Active Service Model framework.
- Advanced computer literacy and ability to use mobile devices.
- Ability to build positive working relationships with Council staff at all levels, clients and their carers and service agencies.
- Demonstrated ability to plan and prioritise own workload and meet key performance indicators.
- Provide guidance and advice to other staff on routine technical or administrative matters (including basic training if required).
- Knowledge and understanding of the issues facing frail older people and /or people with a disability and their carers.
- Knowledge and understanding of people from CALD (culturally and linguistically diverse backgrounds, people who identify as GLBTI (gay, lesbian, bisexual, transgender or intersex), people of Aboriginal or Torres Strait Islander background, people experiencing financial disadvantage ( including people who are homeless or at risk of homelessness), and people with dementia.
- Skills in applying the above knowledge in holistic needs assessments.
- Ability to communicate effectively with people of all ages and from a wide range of social, cultural and economic backgrounds.
- Ability to gain co-operation and assistance from clients, staff and members of the public.
- Ability to discuss and resolve problems as well as to demonstrate leadership.
QUALIFICATIONS AND EXPERIENCE
- Academic:Tertiary qualifications in nursing, allied health, health sciences, qualifications recognised by the Australian Association of Social Workers, counselling, disability services, or related field.
- Experience: Demonstrated experience in client assessment or service planningforfrail, older people and younger people with disabilities.
- Current Victorian Driver’s Licence.
- Ability to use a selection of computer software products.
- Completion of a satisfactory federal Police Check.
OCCUPATIONAL HEALTH & SAFETY
- Understand and comply with, the Council OH&S Policy, procedures and legislative requirements relevant to the position.
- Take responsibility for individual / own health and safety and that of others in the workplace. This includes the reporting of incidents involving injury and near misses.
- Communicate with employee health and safety representatives and supervisors about OH&S matters.
- Proactively report any unsafe workplace practices and/or hazards and suggest injury prevention measures.
- Participate in regular training programs to improve awareness of risk management and health and safety within the workplace.
- Perform work in a safe and appropriate manner at all times.
KEY SELECTION CRITERIA:
- Tertiary qualifications in nursing, allied health, health sciences, qualifications recognised by the Australian Association of Social Workers, counselling, disability services, or related field.
- Experience in comprehensive client assessments and/orservice planningin the context of consumer directed care.
- Outstanding written and oral communication skills to ensure accurate and confidential documentation and statistical records are maintained.
- Demonstrated experience in providing outstanding customer service to people from diverse backgrounds and cultures, in a demanding and dynamic environment.
- Compliant with My Aged Care systems, Apps and procedures and monthly key performance indicators are achieved.
- Working knowledge of the issues and trends within HACC PYP/CHSP services in local government and understanding of the aged and disability reforms.