Description:
- Team Leader - Carer Response
- * 6 Month Fixed Term Contract
- * $94k + super + salary packaging
- * Preston location
- * Hybrid working model
At Merri Health, we strive to enrich diverse communities through the provision of quality health care and support services. A career at Merri will see you contributing to a culture that affects change for our clients and the wider community. We are committed to supporting the talent and skills of our employees because we know their capability is the key to our success.
Your new role
The Team Leader – Carer Response is responsible for the leadership and management of a team of Carer Response Officers. The role sits within the Victorian Carer Gateway Intake and Registration functions, which also comprises the provision of appropriate information provision and emergency respite for Carers. These are critical service delivery functions at the beginning of a Carer’s experience with the Carer Gateway.
Service Description
The Carer Gateway is a service delivery model that has been designed to assist individuals in their role as carers. The Carer Gateway has been developed to ensure that the needs of carers are placed front and centre of service delivery to assist them in their carer responsibilities.
You will be responsible for
Reporting To The Program Manager, Service Delivery, This Role
- Facilitates the day to day delivery of Victorian Carer Gateway Intake and Registration, information provision and emergency respite functions.
- Manages and leads a team of Carer Response Officers(CROs) to deliver outstanding customer service to callers to the Carer Gateway.
- Ensures CRO’s provide excellent customer service to carers throughout the process of completing Intake / Registration and Information Provision
- Provides day to day, formal and informal support and supervision for CROs.
- Coordinates the roster for the team and ensures there is sufficient phone coverage of staff to respond to the requests of carers.
- Monitors caller waiting times and volumes of the team.
- Oversees the use of brokerage in purchasing and delivering respite and support services to carers and approve requests from team members above guideline limits.
- Develop and support CRO’s with upskilling/ and techniques to contain and manage calls
- Provide just-in-time support with risk assessments and Carer response.
- Conducts file reviews and call coaching of team members ensuring appropriate notes are entered and carers are receiving a positive customer experience.
Tertiary qualifications in Business Administration/ Management or extensive experience in a similar role.
- Demonstrated experience in supporting teams to deliver quality client services, intake and registration functions.
- Demonstrated knowledge and understanding of the community care sector, including the complex challenges faced by carers of people with a disability, chronic illness, mental health condition and the aged.
- Proficiency in the use of information and communication technologies.
- Ability to generate reports from client management systems including monthly statistics, quarterly/six monthly activity reports and ad hoc reports.
- Excellent organisational and interpersonal skills, e.g. negotiation, problem solving capacity, communication and organisational and planning skills.
- Ability to negotiate and advocate with a wide range of health and community support agencies and create/maintain effective partnerships.
To learn more about what we offer please visit our work for us page .
What you need to do now
Please start by reviewing the attached Position Description and take a few minutes to learn more about us on our website. If you have any questions, or if you are ready to apply, please send your CV and queries to Ivy Rangel - jobs@merrihealth.org.au.
Applications close 29/03/2024
What else do I need to know
At Merri, diversity and inclusion is critical to everything that we do, we want everyone to be themselves regardless of their background, religion, sexual orientation, age or gender so we can truly reflect the communities that we work in. No matter how you identify, we encourage people from all backgrounds, abilities and identities to apply for our roles.
5 Apr 2024;
from:
linkedin.com