Management (Community Services & Development) Full time Wesley Mission Queensland is a not-for-profit community service provider that offers community support, mental health and disability services, aged and palliative care, and retirement living across Queensland. We have a long and proud history of supporting people in need and live by our values of Innovation, Hope, Integrity, Compassion, Justice, Empowerment and Respect.
We strive to be a welcoming, caring and inclusive community that celebrates diversity and supports employees of all backgrounds and faiths. People with passion, connected by hope for a more compassionate, just and inclusive society is our story. Join us and be part of a story you'll love to tell.
About the Role The Manager – Disability Service Navigation is responsible for leading the disability services navigator team to ensure a seamless customer experience for our clients from initial enquiry to service delivery and beyond. This role will support continuous improvement in the business performance of our NDIS teams and effectively contribute towards achievement of the organisation's vision and purpose.
Key Role Accountabilities: Align personal leadership behaviour and ethical standards with the WMQ Model of Care, the Wesley Charter and Wesley Mission Queensland's Vision, Mission and Values.Lead a complex case management load and provide subject matter expert advice regarding NDIS Pricing Arrangements and Price Limits and all relevant legislative changes.Manage a specialist team of Service Navigators to deliver an excellent client experience within agreed metrics, service guidelines, and growth KPI's.Ensure consistency in management and data collection in relevant systems for accuracy, reporting and financial/quality performance monitoring, through focused support in coaching and mentoring.Work collaboratively with internal stakeholders to implement strategic and business planning objectives.Lead the team to deliver new and existing, sustainable growth targets through new business via referral relationships with specialist partners and stakeholders including NDIS Representative Local Area Coordinators and Support Coordinators.Lead, support, empower, and coordinate the team of Service Navigators to deliver excellent customer service to NDIS customers including lead nurturing, reporting and forecasting to ensure budgeted KPIs for key services are met.Coordinate the development of all required participant paperwork for NDIS clients, ensuring confidential and professional recording of customer data are provided.Continually look for opportunities to drive continuous improvement and efficiencies for the service navigator position.About You Strong knowledge and proven experience in implementing the NDIS Pricing Arrangements and Price Limits and NDIS Practice Standards.Experience of 3 + years in a similar leadership role with a focus on human services or the customer service industry.Ability to align operations to support strategic direction and ensure high performance and accountabilities of individuals and teams.Experience in developing strategies to maximise revenue and grow business including financial knowledge, and sales experience.An ethos of and commitment to fostering continuous improvement.Demonstrated high level organisational, time management and task prioritisation, and problem-solving skills.Highly effective interpersonal skills, and the ability to work with many and varied stakeholder groups.Effective skills in the Microsoft Suite of applications and an ability to learn new systems/programs quickly.Experience with SugarCRM or other similar customer relationship software.What makes a difference for us: Proof of Vaccination Status as required by Legislation, Health Directives or WMQ Policy throughout employment and prior to commencement.Relevant probity checks required by legislation and WMQ policy.Current Driver's Licence and willingness to drive in the course of work.Why Join Us We value diversity, strive for inclusion, and come together to walk alongside those in need to provide hope and compassion. We are committed to working collaboratively to help you grow, support your wellbeing, and enable you to be your true self each day aligned to our mission and values.
We offer our team members:
Support from our Employee Wellbeing Program.Access to salary packaging benefits that enable you to increase your take-home pay.Discounted allied health services such as nutrition, physiotherapy, occupational therapy, and remedial massage.Access to discounts on private health insurance, gym memberships and travel.WMQ's vision for reconciliation is for all people to stand unified in an equal and inclusive future. We commit to enhancing opportunities for Aboriginal & Torres Strait Islander People and celebrating diversity. As part of our commitment to Reconciliation, we encourage applications from Aboriginal and Torres Strait Islander Peoples.
Please note: You will be asked for evidence of your COVID-19 vaccination status as part of your application process as required by Legislation, Health Directives or WMQ Policy.
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