Chloe Dock

Building capacity and providing information to individuals, families and carers to identify their goals, strengths and needs, to plan for their future based on person-centred principles.

Developing and monitoring participant plans to ensure meaningful change is achieved while building and maintaining a current working knowledge of local community supports and services.

Maintaining appropriate administrative records utilising the NDIS data system in a timely manner.

Undertaking the day-to-day operations of the role in a way that promotes independence, empowerment and involvement of persons with disability.

Personal Skills

• Knowledge of PACE and the process
• Knowledge of Access and the requirements
• Knowledge of writing justifications
• Knowledge with cases and activity logs and systems.
• Apply a person-centred approach in every meeting I do with participates.
• High level of communication skills, both written and verbal, and the ability to build rapport and adapt skills according to the audience or target group involved.
• The ability and skills to be a team player
• I thrive in a busy, dynamic environment.
• Experience/knowledge around entering information into databases with a high level of accuracy and detail, while adhering to government reporting requirements.
• Lived experience

Guide and assist Members to understand and align with the NDIS guidelines for expenditure, including advice on what NDIS supports may/may not be claimed.

Support and coach Members to understand their NDIS plans and ensure services are aligned with their plan goals.

Resolve Member and service provider issues and invoice discrepancies.

Liaise directly with the L! Customer Accounts Team to ensure invoices are paid in a timely manner.

Manage incoming telephone, email, and general correspondence.

Data entry and processing of provider invoices and client reimbursements

Follow up on Member, Plan Nominee, Support Coordinator, and service provider queries.

Escalate and respond to urgent client queries and matters with appropriate urgency, empathy, and professionalism.

Provide general information on NDIS requirements/eligibility.

Sign up new Members to Leap in! plan management.

Support new Members and/or their plan nominees with their transition to the NDIS.

Look for opportunities to streamline services and find efficiencies.

Build relationships and partnerships with key stakeholders (including initiating three-way conversations with Members and the NDIA/other government agencies as appropriate to Member’s needs

Maintain an understanding of L! operational standards as well as applicable policies and procedures including NDIS compliance, confidentiality and client rights.

Contribute to new initiatives, quality, and activities as part of a continuous improvement process in your own work, team, Customer Experience division and across Leap in!

Attend network expos and other important relationship-building.

Personal Skills

• Meeting KPIs in all areas of adherence
• High level of customer service experience
• Warm and engaging telephone manner and presentation
• Exceptional communication skills (clear and concise written and verbal communication)
• Strong attention to detail
• Working knowledge of the National Disability Insurance Scheme
• Ability to exercise empathy.
• Positive with a can-do and solutions focused attitude.
• Persistent and resilient
• Adaptable

Assist the Participant to develop knowledge, experience, and connections with the community.

Works together with participant to understand Plan funding and its purpose.

Assist the Participant to identify and consider support options, and link.

Assistance to resolve points of crisis and developing capacity and resilience in the Participant's network.

Coach the Participant through challenges that come up. Helps Participant prepare for review and report on achieved Participant outcomes.

Support participants to explore appropriate supports and services and connect with community support and mainstream services.

Monitor progress and budget with participant and providers.

Meeting billable hours targets – KPI

Managed multiple tasks and met time-sensitive deadlines.

Answered central telephone system and directed calls accordingly.

Confirmed appointments, communicated with clients, and updated client records.

Resolved customer problems and complaints.

Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.

Personal Skills

• Great verbal, written communication skills, efficient computer skills.
• Great customer service skills and genuine care and attention to participants.
• Ability to exceed KPI's and multitask.
• Be able to work in a team but also work well independently.
• Be able to work in line with the organisations vision and values.
• Ability to apply empathy and have passion about the sector.
• Understanding of the NDIS and the funding with in the plan's

Assist employees with day-to-day work and complex problems by applying motivational and analytical strategies.

Transport clients to appointments, shopping venues and entertainment events.

Document daily activities, behaviours, and incidents.

Keep clients engaged in social networks and communities.

Evaluate client progress towards established annual and quarterly goals.

Increase level of independence by providing daily undertakings that promote self-management through assisting consumers in their daily personal tasks, including bathing and dressing.

Safely drive clients to social activities and appointments.

Work independently and with a team to solve problems.

Organize and prioritize work to complete assignments in an efficient and timely manner.

Consistently exhibit loyalty and passion for success.

Personal Skills

• Schedule daily tasks based on urgency and importance.
• Assist Clients with medication, mobility assistance, personal hygiene support and housekeeping.
• Focus on providing comfort and emotional support while meeting all physical needs.
• Ensuring up-to-date knowledge of managing medications, appointments, and social events.
• Respect MS Queensland's Values with Clients and my co-workers
• Good verbal, written communication skills, and efficient computer skills.
• Good customer service skills and genuine care and attention to participants and their needs.