MS Connect Team Leader. MS Connect Specialist

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1 Job Title: MS Connect Specialist (MS Intake & Information Officer) Reports To: MS Connect Team Leader Responsible For: Engagement with people affected by multiple sclerosis to assess the need and/or risk, and to provide appropriate and relevant information, support and referral. Service Promise Position Purpose: Key Challenges Key Result Areas First Contact; Face the challenges, retain the dreams To support people affected by multiple sclerosis by providing over the phone contact, assessment for services and referral to appropriate internal/external services as appropriate. This role will also require the use of case management skills to provide brief interventions when required. Support will be empathetic and reflective of our customer s needs. The ability to work with customers who are facing life changes and multiple barriers, and ensure their timely referral to appropriate assistance. First Contact & Engagement Relationship management Administration Financial Accountability A. ORGANISATION CHART Senior Manager, MS Connect MS Connect Team Leader MS Connect Specialist 1

2 Position Dimensions: Budget: Staff Numbers (Guide): Geographical Spread: Other: NIL NIL ACT/NSW/Vic Provide support to other services as & when required B. JOB REQUIREMENTS Key Result Area 1 First Contact & Engagement Respond to contact from internal and external sources Establish an understanding a customer s needs through person-centred assessment to determine most appropriate intervention. Provide support to enable people affected by multiple sclerosis to adjust to life changes, demonstrating active listening and empathy in all communications. Provide accurate and up to date information about multiple sclerosis Where appropriate and agreed with customers, support the referral to relevant services. Present information and options to customers to enable them to make informed choices. Maintain expertise through learning & development opportunities and sharing the knowledge across the team to support the achievement of desired outcomes. Undertake referrals, write support letters & interact with other support services to achieve agreed outcomes. All contact responded to within agreed service levels. All referrals are responded to within set timeframes. Comprehensive conversations are undertaken to establish the social context and needs of the person affected by multiple sclerosis. Customers are supported in their referral to services and quality supporting information is provided to the referral organisation Regular contact and support has been made and documented. All paperwork and data entry is completed in a timely manner. Follow up support and regular contact with people on a follow up plan is undertaken as per timelines. 2

3 Key Result Area 2 Relationship Management Develop strong rapport with people affected by multiple sclerosis over the phone in order to gain their trust and allow for the provision of assistance. Develop strong and collaborative working relationships with relevant agencies in order to promote the open sharing of information conducive to positive outcomes. Work collaboratively and effectively within the team to achieve the goals and outcomes agreed to with the person affected by multiple sclerosis Develop strong relationships with internal and external stakeholders to assist in the provision of information, referral of clients and a clear understanding of our services. Involvement in working groups and feedback forums as appropriate and agreed Effective rapport is built with customers resulting in willingness to accept assistance and intervention. No substantiated complaints. Customer feedback is positive Strong internal relationships are developed resulting in improved service outcomes. Strong external relationships result in effective interaction with service and appropriate referral of customers. MS s values are demonstrated consistently within the team Strong internal relationships are developed resulting in improved service outcomes and contribute to a Customer Satisfaction Index (CSi) of 80% Key Result Area 3 Administration Create and update individualized case files on relevant operating system for all people affected by multiple sclerosis in line with MS s protocols. Complete all internal and external client referral requirements relating to each intervention. Complete a range of internal and external reports relating to clients including for case allocation, case management statistics, and feedback summaries and yearly outcome reports. Complete a range of other administrative duties for the efficient running of the service including statistics reports, referral letters, goals plans etc. Case management files are maintained to required standard and updated regularly. Customers are provided with practical case management support to meet the individual needs All required administration tasks are completed accurately and in a timely manner. All information related to customer contact is recorded within agreed timeframe and is of the required standard. 3

4 Contribute to service development by identifying improvement areas and being actively involved in implementation of any agreed changes. Key Result Area 4 Financial Accountability Responsibly utilises resources within the area Budget is achieved C. PURPOSE AND VALUES REQUIREMENTS Core Area of Responsibility Purpose and Values Key Tasks Actively support MS s purpose and values; Positively and constructively represent our organisation to external contacts at all opportunities; Behave in a way that contributes to a workplace that is free of discrimination, harassment and bullying behaviour at all times; Operate in line with MS s policies and practices (EG: financial, HR, etc); To help ensure the health, safety and welfare of self and others working in the service; Follow reasonable directions given by the organisation in relation to Occupational Health and Safety; Promote and work within MS's customer service delivery principles, ethics, policies and practice standards; Actively support MS s Reconciliation Action Plan. D. RECRUITMENT INFORMATION Competencies Personal effectiveness Empathy Team building Relationship Management Customer focus Organisational awareness 4

5 Competencies Results orientation Values alignment Experience, Qualifications & Prerequisites. A Diploma or higher in in a related field Allied Health, Social Sciences, Health Sciences, Disability Services or related field 3 years experience in engaging and working with persons affected by multiple sclerosis or other progressive neurological disorder (PND) Customer service and relationship management experience. Demonstrated experience in engaging and working with people affected by multiple sclerosis or disability. Demonstrated understanding of person centred practice. Ability to network and develop effective working relationships. High level written and verbal communication skills. Ability to work co-operatively in a small team environment and independently. Computer Literacy in using a range of Office computer packages. Understanding of the Disability and other key legislative reforms. Willingness to undertake a Police check. Current and valid driver s license. (Desirable) E. APPROVAL Manager s Name: Approval date Employee Signature 5

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A. ORGANISATION CHART Senior Manager, MS Connect. Team Leader MS Connect. MS Advisor. POSITION DESCRIPTION MS Advisor Final

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