Community Care Coordinator

Position Description
Private and Confidential
Community Care Coordinator
LiveBetter Position Description


About Us:
LiveBetter Community Services is one of the largest human services providers in regional Australia. Our core business is customer-focused in-home and accommodation services. Additionally, we provide support to customers through a broad range of child and family services, Out of Home Care, community transport, home modification and maintenance, and clinical services. We operate from more than 40 locations across regional New South Wales, Queensland, and Victoria, providing support and employment to people in the communities we serve.
We take a person-centred approach to our service delivery. This means ensuring our contact with customers is caring and empathetic, providing both psychological and emotional safety, and of practical assistance to help people live their best lives.
Our Beliefs:

We believe in the enduring value and dignity of the individual.
We believe in the power of kindness.
We believe connection to home and community plays an important role in wellbeing.
We believe as individuals, as an organisation, and as a society, we should continually reflect on the way we treat each other.

Our Purpose:

We inspire possibility by giving people access to support in their chosen community.

Our Mission:

We achieve our purpose by connecting capable, passionate, and caring locals with those who need support.

Our Values:

Integrity: We are honest and ethical in all our dealings and are accountable for our actions.
Respect: We recognise the rights and choices of our customers, employees, and communities. We encourage teamwork and support diversity.
Cooperation: We identify and create value from partnerships and alliances with other organisations, agencies, businesses, communities, and within our own organisation.
Empowerment: We encourage and support individuals and communities to realise their full potential.
Excellence: We strive for best practice in all that we do as individuals, teams, and as an organisation.

LiveBetter Position Description


The Position
Position title: Community Care Coordinator
Job Type: Coordinator People Manager 4 (PM4)
Reports to: Area Manager, In Home Support
Direct reports: NIL
Note: This Position Description is indicative of the initial expectation of the role and subject to change in line with requirements of LiveBetter's goals and priorities, activities, or focus of the job. The incumbent can expect to be allocated duties not specifically mentioned in this document, but within the capacity, qualifications, and experience normally expected from persons occupying positions at this level.
SERVICE DESCRIPTION
In Home Services support people in regional communities across NSW and Queensland to live better lives. We empower and support people to lead a happy and independent life, in the comfort of their own home. The Division's main objectives are:

To provide safe, professional, person-centred care and support services tailored to individual needs with strong focus on our customers.
To perform excellent customer service and care duties in line with funding and mandatory industry requirements safely in customers' homes.
Be an employer of choice creating a safe supportive work environment with career development opportunities within the in Home-Supports Team and wide LiveBetter Teams.

POSITION DESCRIPTION
The primary function of the Community Care Coordinator is to provide support and guidance as part of a team that delivers services to customers in the community, in centres, and in their homes. Under direction of the Area Manager, the role is responsible for overall service delivery of the relevant community and aged care programs including intake, allocation, referral, compliance, administration, and customer service. This can also include provision of external services with subcontractors for our Home Modifications and Maintenance services. The role will provide leadership and guidance to a team who are responsible for the coordination and provision of direct support to customers, ensuring high quality services, support, and advice are delivered efficiently and effectively to safeguard the sustainability of the service and of LiveBetter operations.
The role of Community Care Coordinator provides coordination across many funded and non-funded programs, as follows:

Commonwealth Home Support Program including Home Modifications and Maintenance
Home Care Packages
Dementia Services
Veterans Home Care
NDIS in-home services

RELATIONSHIPS

Reporting to the Area Manager, In Home Support.
Working closely with all Senior Leadership Team, managers, and staff.
Building and maintaining relationships with all external stakeholders.

LiveBetter Position Description


MANDATORY QUALIFICATIONS AND EXPERIENCE

Qualifications or extensive experience in community service, health, management, supervision, administration, or relevant professional experience.
Current unrestricted Australian Drivers Licence and willingness to undertake travel in accordance with responsibilities of the role.
Current First Aid and CPR Certificates
Completion of NDIS Worker Orientation Module 'Quality, Safety and You'

SKILLS, KNOWLEDGE, AND ABILITIES

Demonstrated understanding of the care needs of aged people (including people living with dementia) who are living in the community.
Sound problem-solving skills with the proven ability to work independently in a high-pressure environment.
The ability to effectively lead and support a diverse team across a large geographical area.
Demonstrated ability to manage the development of individualised plans and programs that support customer-centred approaches.
Ability to meet identified targets and comply with program guidelines and budget.
High level verbal and written communication skills.
Ability to think critically and strategically around a person's care needs.
Demonstrated high level computer skills, including high level Microsoft Excel and database skills.

DUTIES AND RESPONSIBILITIES

Provision of support and guidance to the In-Home Support team, supporting the delivery, administration, intake, and customer service of all our Programs.
Ensuring the team maintain customer management record systems including accurate data entry, finance payments and supporting appropriate record keeping processes.
Intake, referral, and customer allocation.
Working with the Area Manager to improve our service delivery and customer satisfaction by providing leadership and guidance with the administration, intake, and other support functions as required.
Management of individual customer budgets, ensuring required delivery of supports within allocated resources.
Development and management of services that provide meaningful and engaging experiences for our customers.
Supporting, coaching and coordination of team members to assist them in providing high quality, customer-centred care.
Assisting customers to maintain their independence in a community setting through the provision of high-quality, customer-centred support.
Coordination of all program requirements – including customer assessments, completion of required documentation, and recording of accurate data.
Timely development and submission of required reports.
Working with In-Home Support team members to improve levels of customer satisfaction and promote a continuous improvement culture across all activities.
Participating in and developing service networks.
Undertaking administrative functions as required, including the collection of accurate and timely data to support customer invoicing, rostering, and reporting.
Proactively building and maintaining positive and professional relationships with customers through collaboration, participation, respect whilst supporting confidentiality and cultural sensitivity.
Managing a case load of customers and their packages, including facilitating case conferences and reviews internally and with key stakeholders to ensure customers receive the highest level of service.
Providing and promoting LiveBetter services with potential customers and at community events.
Managing and investigating any complaints received.
Compliance with LiveBetter policies, procedures, and legislative requirements.

LiveBetter Position Description


RISK
Managers of LiveBetter are responsible for incorporating risk and opportunity management into their standard management practices by:

Understanding LiveBetter's risk and opportunity management principles and fostering a risk-aware culture within their areas of responsibility.
Identifying and determining appropriate actions to address risks within their area of responsibility in accordance with LiveBetter policies and procedures.
Documenting their risk and opportunity management processes by developing and maintaining a register of risks.
Upward reporting of significant emerging or residual risks.
Ensuring the inclusion of risk and opportunity management responsibilities in duty statements, induction, professional development, and performance management processes for all staff within their area of responsibility.

HEALTH, SAFETY AND ENVIRONMENT RESPONSIBILITIES
All staff are required to take reasonable care for their own health and safety and that of other personnel who may be affected by their conduct. Advise LiveBetter in writing of any conditions which may impact ability to carry out the responsibilities required of the role.
NATIONAL POLICE CHECK, NDIS SCREENING CHECK, AND WORKING WITH CHILDREN CHECK
The position holder is required to pass and hold a current National Police Check, a NDIS Screening Check, and a Working with Children's Check (NSW/VIC) or Blue Card (QLD).
PRE-EMPLOYMENT MEDICAL ASSESSMENT
The position holder is required to pass a pre-employment medical assessment, including drug and alcohol screening.
DIVERSITY
We are committed to welcoming and maintaining a diverse workforce, which will help us attract and retain a team of talented people to better serve our clients and improve business results.
PRIVACY NOTIFICATION
We require personal information relevant to your employment. The collection and handling of the information will be consistent with the requirements of the Privacy Act.
INFORMATION SECURITY COMPETENCIES
We require all staff to demonstrate and maintain an adequate and proportionate level of information security knowledge and competence.
REMUNERATION
An appropriate remuneration package in line with the skills and experience of the successful candidate will be negotiated. Salary packaging opportunities are available.
CAPABILITY FRAMEWORK
The position of Community Care Coordinator has been assessed as a People Manager 4 (PM4) role, with the following capability and behavioural expectations:
Capability Demonstration Behavioural Expectations
Display • Demonstrates ethical awareness of behaviour and encourages self and others to act with integrity.
• Keeps control of own emotions and seeks to understand others before responding.
• Shows genuine empathy and respect; adapts well to change and stays calm under pressure.
• Demonstrates integrity by taking responsibility for their words and actions.
• Understands self and shows respect by recognising personal impact on others.
• Reflects on own performance and has the courage to respond positively to feedback.
Cultivates productive relationships.
• Leverages internal and external relationships to deliver quality outcomes.
• Earns trust by being authentic.
• Demonstrates respect for each colleague, partner, and/or stakeholder by recognising the benefits of diverse ideas and approaches.
• Actively encourages consultation and collaboration.
• Communicates clearly and authentically.
• Balances the needs of multiple stakeholders while respecting different viewpoints.
Drives Results
• Takes responsibility for work quality and timeliness of results.
• Establishes clear, measurable goals for the team and/or individual.
• Clarifies responsibilities and builds ownership by regularly monitoring team and/or individual progress.
• Sets high standards for operating ethically and efficiently and takes early corrective action when required.
• Defines team and/or individual outcomes by understanding the needs of customers.
• Regularly evaluates progress with early correction to ensure quality outcomes.
• Drives accountability and continuous improvement by implementing effective reporting and improvement mechanisms.
Develops People and Culture
• Builds an inclusive workplace which brings people together.
• Creates the environment for collaboration, high performance, and productivity.
• Provides each staff member with guidance, development opportunities, and feedback which drives high performance.
• Demonstrates courage to address workplace behaviours which conflict with our beliefs and values.
• Communicates the benefits of a diverse and inclusive workplace.
• Focuses on people's strengths and champions individual and team development.
• Actively recognises behaviour which delivers results and demonstrates our beliefs and values.
• Skilfully addresses and resolves individual and team performance gaps.
Operates Strategically
• Champions and supports change, reform, and innovative future thinking.
• Develops plans and prioritises work to meet strategic objectives.
• Communicates the strategy and coordinates effort to deliver on strategic objectives.
Technology and Information Management
• Adopts appropriate technologies and manages data and information to enable business and customer outcomes.
• Uses available technology and systems appropriately and guides staff to make the best use of technology.
• Supervises and trains staff to ensure they record, protect, and manage information and data in the right systems.
• Supports staff to use technology to innovate and continuously improve how we work.
• Identifies how technology can enable teams to improve productivity and collaborate to achieve business goals.
• Establishes and maintains contingency plans for operations in case of technology disruption.
• Implements information and data management policies to improve business operations and manage risk.
Finance and Resource Management
• Applies responsible financial and resource management to achieve value for money and support financial sustainability.
• Maintains accurate operational information and data which will contribute to budgeting, reporting, and forecasting.
• Contributes to business planning, budgeting, forecasting, and reporting through the analysis of operational information and trends.
• Identifies and takes action to mitigate risk and maximise opportunities for effective finance and resource management.
• Considers the financial impacts of future business models, projects, and programs.
Asset Management
• Creates, allocates, maintains, and retires assets appropriately and responsibly to optimise effectiveness and efficiency.
• Supervises and supports the responsible use of assets in line with policy and procedures.
• Maintains accurate information and data which contributes to efficient and effective management of assets.
• Identifies asset management risks and improvement opportunities and matters for escalation.
LiveBetter Position Description


Capability Demonstration Behavioural Expectations

Monitors and reviews asset management data and information to ensure policy alignment, adherence to roles and responsibilities, and the management of risks for assets over the full lifecycle.
Implements asset management plans which identify and act on areas for improvement and maximise opportunities for optimal asset use.
Drives effective asset management through consideration of technology, processes, and organisational and customer needs.

Risk Management, Safety, and Compliance
• Applies risk management processes to mitigate risk and proactively manage safety and compliance obligations.
• Complies with relevant legislation, policies, and procedures.
• Supervises and supports staff to act in an ethical, professional, and safe way in accordance with policies and procedures. Addresses and corrects all reported incidents or breaches of policies and procedures.
• Communicates and ensures staff comply with the legislation, and policies and procedures which apply to them.
• Monitors and reports on risks, incidents, and injuries and identifies measures to avoid reoccurrence.
• Implements controls and management practices to prevent and address incidents, misconduct, illegal, and inappropriate behaviour.


Procurement and Contract Management
• Applies procurement processes to ensure value for money through effective purchasing and contract performance.
• Complies with procurement and contract-related policies and procedures. Supervises and guides staff to ensure they comply with policies and procedures.
• Seeks staff feedback to identify risk and improvement opportunities or matters for escalation.
• Contributes to the identification of business requirements, deliverables, and expectations of suppliers.
• Prepares fit-for-purpose documentation which outlines the business requirements, deliverables, and expectations of suppliers, considering value for money and risk.
• Analyses and identifies procurement and contract management risks and takes appropriate actions to manage.
• Reviews supplier performance under contracts and takes actions to identify opportunities for improvement.


Project Management
• Applies effective governance, planning, and coordination to ensure project milestones are met.
• Delivers tasks in line with agreed project schedules, checks progress, and seeks help to ensure project milestones are met.
• Prepares accurate project documentation and reports proactively on time, scope, budget, quality, impacts, and changes.
• Manages projects effectively, including budgets, resources, and timelines.
• Contributes to the development of initiation briefs, business cases, project plans, and project evaluations.
• Identifies and monitors actions to achieve project outcomes, manage risks effectively, and minimise the impacts of variances from project plans.


Change Management
• Applies effective planning, coordination, and communication to change management processes to support quality outcomes.
• Integrates organisational changes and improvements into work processes and practices.
• Supervises and supports change and continuous improvement and explains the purpose and benefits of change and implications for the team. Supports staff to identify ways to innovate and improve.
• Shares information relating to changes in the workplace with staff in a timely manner.
• Translates change initiatives into practical plans which can be communicated to staff.
• Clarifies roles, responsibilities, and expectations during times of change.
• Communicates and consults proactively with key stakeholders during change.
• Identifies and removes obstacles to enable successful change implementation.


Manages Effectively (People Management)
• Applies effective workforce planning and performance management to optimise workforce productivity and capability.
• Provides and documents feedback on performance and development to ensure employees have role clarity and deliver on expectations.
• Records and addresses poor performance or conduct in a timely and constructive way.
• Recognises day-to-day conflict or tensions which need to be addressed, and work towards positive resolution of issues.
• Analyses workforce data to contribute to effective workforce planning.
• Builds a shared sense of purpose through ensuring team members have cascading goals linked to the organisation's strategic goals.
• Makes effective recruitment decisions based on candidates' skills, knowledge, and experience consistent with organisational beliefs and values.
• Addresses and resolves team and individual issues in a timely and proactive manner to minimise any impacts on performance, engagement, or wellbeing.

Employee Name: Date:
Signature:
LiveBetter Position Description


Date Approved:
Approved by COO: Kelly McLeay, General Manager People & Culture
Version: 2 Document Name:
LiveBetter Position Description


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