Client Delivery Officer

360 Health Management; City of Greater Shepparton; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Retail perks

Wellness discounts

Lifestyle benefits

Training opportunities

Job summary

360 Health Management in Victoria is seeking a Client Delivery Officer to work with participants and coordinators, building strong relationships to meet needs and drive measurable change through listening and feedback.

This role leads a team of Disability Support Workers, ensures supports align with plans and NDIS requirements, and provides coaching, reporting, and after-hours on-call coverage.

Qualifications

• Certificate in Individual Support, Disability, Community Services or equivalent.
• Experience leading a team.
• Experience supporting complex clients.
• Excellent communication and relationship-building skills.
• Strong organisational and time management ability.
• Strong problem-solving and decision-making abilities.
• Understanding of NDIS frameworks.
• A current unrestricted Australian Driver’s Licence and access to a reliable car.

Responsibilities

• Lead and support a team of Disability Support Workers to deliver high-quality, person-centred support.
• Build strong knowledge and understanding of participants, their needs, goals, preferences and support requirements.
• Ensure supports are delivered in line with participant plans, NDIS requirements, individual choices and organisational procedures.
• Provide day-to-day guidance, coaching and support to staff, including induction, training and shadow shifts.
• Monitor case notes, documentation and service delivery to ensure quality, accuracy, timeliness and compliance.
• Work closely with Support Coordinators and internal teams to coordinate participant shifts, appointments, respite and changing support needs.
• Monitor participant wellbeing, safety and satisfaction, responding promptly to concerns, changes or emerging risks.
• Support incident management, including appropriate reporting, follow-up, debriefing and escalation where required.
• Maintain current participant information and support plans, ensuring staff have access to the information they need to provide safe and effective support.
• Build positive relationships with participants, families, support coordinators and other professionals involved in their care.
• Provide regular reporting to leadership on staffing, participant needs, incidents, risks and areas for improvement.
• Participate in the After Hours on call roster, including weekdays and weekends.

Job description

At 360 Health Management, we believe in empowering people to live their best lives. As the Client Delivery Officer, you’ll work closely with participants and their coordinators, building a strong relationship to ensure all needs are being met. In this role you will make genuine, measurable change in people’s lives by listening to them, gathering feedback and supporting to improve the department.

Key responsibilities:

• Lead and support a team of Disability Support Workers to deliver high-quality, person-centred support.
• Build strong knowledge and understanding of participants, their needs, goals, preferences and support requirements.
• Ensure supports are delivered in line with participant plans, NDIS requirements, individual choices and organisational procedures.
• Provide day-to-day guidance, coaching and support to staff, including induction, training and shadow shifts.
• Monitor case notes, documentation and service delivery to ensure quality, accuracy, timeliness and compliance.
• Work closely with Support Coordinators and internal teams to coordinate participant shifts, appointments, respite and changing support needs.
• Monitor participant wellbeing, safety and satisfaction, responding promptly to concerns, changes or emerging risks.
• Support incident management, including appropriate reporting, follow-up, debriefing and escalation where required.
• Maintain current participant information and support plans, ensuring staff have access to the information they need to provide safe and effective support.
• Build positive relationships with participants, families, support coordinators and other professionals involved in their care.
• Provide regular reporting to leadership on staffing, participant needs, incidents, risks and areas for improvement.
• Participate in the After Hours on call roster, including weekdays and weekends.

About You

• Certificate in Individual Support, Disability, Community Services or alike, or relevant previous experience
• Previous experience leading a team
• Experience supporting complex clients
• Excellent communication and relationship-building skill
• Strong organisational and time management ability
• Strong problem-solving and decision-making abilities
• Understanding of NDIS frameworks
• A current unrestricted Australian Driver’s Licence and access to a reliable car
• Retail Perks: Save on hundreds of everyday items, including groceries, fuel, movie tickets, homewares, electronics and more through exclusive discounts.
• Wellness Discounts: Access a variety of offers to support your physical, mental, and financial well-being, plus helpful resources on topics like budgeting, saving for your first home, and improving sleep.
• Lifestyle Benefits: Enjoy savings on health insurance, gym memberships, superannuation, and home loans, with easy access to our wellness resources and discounts.
• Training Opportunities: Use our online learning platform to keep up to date with all things NDIS.

360 Health Management is an Equal Opportunity employer, and we are committed to providing a working environment that embraces and values diversity and inclusion.