Jade Harder

• Ensure program services are designed and run-in accordance with the Aged Care Quality Standards and within contractual guidelines.

• Ensure detailed, accurate and up-to-date documentation of client related contact, services, incidents, and other records as per the relevant guidelines, policy, and procedure.

• Work closely with the social programs (internally and externally) to provide social outcomes for the client.

• Assist clients in the design of services based on their desired outcomes, reflecting their individual needs, and enabling them to stay healthy and independent whilst remaining at home.

• Operating as the lead point of contact for all matters specific to our clients.

• Building and maintaining strong and trusted client relationships to ensure the needs of clients are met and maintained, whilst balancing risk and budget requirements.

• Overseeing client budget and service management including maintaining services so the client can be supported as required, to meet their needs, goals, and preferences.

• Forecast and track client budgets and proactively identity spend trend to mitigate recovery risks and meet government guidelines regarding payment arrangements.

• Regular clear communication with clients, chosen representatives and other relevant professionals or supports on the progress of their services, health outcomes progress and monthly budget summary.

• Provide all clients with information and advice and connect them to appropriate local resources, contacts, and networks.

• Conduct assessments, develop support plans, refer on for clinical and care interventions and review client progress that contribute to better health outcomes of clients through linkage into services that maintain a good life.

• Undertake risk assessments of activities and services for individual clients with support from manager and/or appropriate clinician.

• Work in a safe manner by adhering to all Work Health & Safety policies and procedures and assisting others to monitor and minimize risks, incidents, and hazards by providing timely information and education as appropriate.

• First contact resolution for client concerns and complaints, with clear documentation of feedback and outcomes.

• Build rapport and communicate to clients in a way that promotes a listening mindset and a positive customer experience.

• Knowledge in business systems - Com Care, AlayaCare and My Aged Care Portal.

• Responding to external HCP enquiries and providing understanding on how home care packages meet their health and care needs.

• Co-designing with customers holistic package of care and providing detailed advice within the allocated funding.

• Undertaking initial assessments upon commencement of HCP’s and developing support plans to meet customer’s needs, goals and preferences.

• Submitting referrals to allied health and nursing services for assessments.

• Building and maintaining strong and trusted customer relationships to ensure the needs of customers are met and maintained, whilst balancing risk and budget requirements.

• Overseeing customer budget and service management including maintaining services so the customer can be supported as required.

• Regular clear communication with customers, chosen representatives and other relevant professionals or supports on the progress of their services, health outcomes progress and monthly budget summary.

• Provide all customers with information and advice and connect them to appropriate local resources, contacts, and networks.

• Undertake risk assessments of activities and services for individual customers.

• Mentor and coach care coordinators.

• Provide constructive feedback to coordinators to ensure consistency and quality of practice.

• Provide induction and training support for new care coordinators.

• Work collaboratively with other team members to maintain adequate service delivery in the absence of peers, ensuring workload distribution is fair, equitable, and timelines managed.

• Ensure detailed, accurate and up-to-date documentation of customer related contact, services, incidents, and other records as per the relevant guidelines, policy and procedure.

• Knowledge in business systems - Com Care, SalesForce and My Aged Care Portal

• Collaboratively working with customers in a Duty Officer service when their regular Care Coordinator is unavailable, due to planned and unplanned leave.

• Provide information, promotion of health services, support, advice, advocacy, and coordination of services, ensuring that the design and implementation of service options enhance our customers independence, control, wellbeing, and quality of life.

• Responsible for the auditing of customer files to ensure quality standards and customers’ needs and preferences are met, supporting the team to be accreditation-ready every day.

• First contact resolution for customer concerns and complaints, with clear documentation of feedback and outcomes.

• Ensure detailed, accurate and up-to-date documentation of customer related contact, services, incidents, and other records as per the relevant guidelines, policy, and procedure.

• Respond to enquiries in-line with procedures and reasonable expectations.

• Support care coordinators within the team to effectively meet the customer needs, goals and preferences and manage risk.

• Mentor and coach care coordinators.

• Provide constructive feedback to coordinators to ensure consistency and quality of practice.

• Provide induction and training support for new care coordinators.

• Work collaboratively with other team members to maintain adequate service delivery in the absence of peers, ensuring workload distribution is fair, equitable, and timelines managed.

• Knowledge in business systems - Com Care, SalesForce and My Aged Care Portal

• Ensure program services are designed and run-in accordance with the Aged Care Quality Standards and within contractual guidelines.

• Ensure detailed, accurate and up-to-date documentation of customer related contact, services, incidents, and other records as per the relevant guidelines, policy, and procedure.

• Work closely with the Social Links to provide social outcomes for the customer.

• Assist customers in the design of services based on their desired outcomes, reflecting their individual needs, and enabling them to stay healthy and independent whilst remaining at home.

• Operating as the lead point of contact for all matters specific to our customers.

• Building and maintaining strong and trusted customer relationships to ensure the needs of customers are met and maintained, whilst balancing risk and budget requirements.

• Overseeing customer budget and service management including maintaining services so the customer can be supported as required, to meet their needs, goals, and preferences.

• Forecast and track customers budget and proactively identity spend trend to mitigate recovery risks and meet government guidelines regarding payment arrangements.

• Regular clear communication with customers, chosen representatives and other relevant professionals or supports on the progress of their services, health outcomes progress and monthly budget summary.

• Provide all customers with information and advice and connect them to appropriate local resources, contacts, and networks.

• Conduct assessments, develop support plans, refer on for clinical and care interventions and review customer progress that contribute to better health outcomes of customers through linkage into services that maintain a good life.

• Undertake risk assessments of activities and services for individual customers with support from manager and/or appropriate clinician.

• Work in a safe manner by adhering to all Work Health & Safety policies and procedures and assisting others to monitor and minimize risks, incidents, and hazards by providing timely information and education as appropriate.

• First contact resolution for customer concerns and complaints, with clear documentation of feedback and outcomes.

• Build rapport and communicate to customers in a way that promotes a listening mindset and a positive customer experience.

• Knowledge in business systems - Com Care, SalesForce and My Aged Care Portal.