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

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Neil King
5 years ago
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1 Job Title: Reports To: Responsible For: Service Promise Position Purpose: Key Challenges Key Result Areas MS Advisor Team Leader MS Connect Engaging with people affected by multiple sclerosis providing person-centred, responsive and timely service, via phone or other agreed communication technology. E.g. skype, Face time. First Contact; Face the challenges, retain the dreams To pilot a progressive new innovative approach to supporting customers by providing person centred advice, and support, navigation and assistance with linking internal and external services as required through the application of coordination, negotiation and advocacy skills. The role will provide a more in-depth level of support than is currently provided by the MS Connect Specialists, and where more ongoing support is required. The ability to demonstrate innovation in working with customers who are facing life changes, barriers to access and/or who have multiple and complex needs requiring intervention across the range of service sectors. Integrating and working collaboratively with and within the MS Connect Team. First Contact & Engagement Relationship management Administration Values A. ORGANISATION CHART Senior Manager, MS Connect Team Leader MS Connect MS Advisor 1

First Contact; Face the challenges, retain the dreams To pilot a progressive new innovative approach to supporting customers by providing person centred advice, and support, navigation and assistance

2 B. JOB REQUIREMENTS Key Result Area 1 Engagement & Person Centred Key Tasks: Respond to contact from people affected by multiple sclerosis from internal and external sources. Develop strong rapport with people affected by multiple sclerosis over the phone or other technology in order to gain their trust and allow the provision of assistance. Support the customer in maintaining social and economic participation and community inclusion through informed choice and control and self determination. Provide information and advice that will assist the customer to build capabilities, health literacy and empowerment. In collaboration with the wider team, build on developing a suite of referral pathways. Work with the customer to explore the circumstances relevant to the persons contact and guide them through information and options to support and address their situation. Promote an integrated, collaborative approach to enable cooperation with the various sectors to support the individual. Respond to contact from health practitioners seeking clinical advice. Working with MS Connect to undertake outbound calls as required. Undertake in-depth conversations with customers and assist with resolving crisis situations. Be able to provide detailed symptom management and advice, e.g. benefits and entitlements, housing, aged care and health sector information. Provide documentation to other health professionals and agencies involved in the customer s care to inform them of supports, referrals or actions that have been put in place. Job holder is successful when: All contact is responded to within agreed service levels. To achieve 4 or above in a net promoter score index. Referral templates are used. Targets are reached around agreed outbound calls. 80% of direct service delivery is achieved. 2

Support the customer in maintaining social and economic participation and community inclusion through informed choice and control and self determination.

3 Key Result Area 2 Relationship Management Key Tasks: Establish and progress working in collaboration with the MS Connect call centre in translating and responding to the needs of people affected by the organisation. Develop strong and collaborative working relationships with relevant sectors in order to promote the open sharing of information conducive to positive outcomes. Work effectively across the organisation business lines to achieve the strategic initiatives and deliver against organisational values to support the best outcomes for people affected by multiples sclerosis. Maintain expertise through learning and development opportunities and sharing the knowledge across the MS Connect team to support the achievement of desired outcomes. Promote referrals to services as appropriate to meeting the customer s support needs. Involvement in working groups and feedback forums as appropriate and agreed. Job holder is successful when: Customer is functioning effectively and fully informed of options available. Feedback reporting mechanisms reflect a positive outcome is achieved. A relevant network of support, internally and externally, is established and appropriately maintained to the benefit of the customer. Input into cross-functional, strategy-linked projects to achieve organisational-wide targets. Participate in shared learning through regular meetings, case conferences and coaching opportunities within the team. The number of networks established that demonstrate participant outcomes. Key Result Area 3 Administration Key Tasks: Participate in legislation and literature reviews, make recommendations on practice & process change and establish outcome measures. Maintain knowledge of new communication technologies, and knowledge management systems, information storage and distribution practices. Job holder is successful when: Practice and process improvements reflect evidencebased literature and legislative changes. A robust and comprehensive knowledge management system is established and maintained. 3

Work effectively across the organisation business lines to achieve the strategic initiatives and deliver against organisational values to support the best outcomes for people affected by multiples

4 Full compliance with internal and external audit requirements. Complete all customer documentation e.g. assessment, goals, plans, case notes and internal and external client referral requirements relating to each intervention. Complete internal and external reports relating to clients e.g. case allocation, case management statistics, feedback summaries and outcome reports. Complete other administrative duties for the efficient running of the service including activity statistics. Participate in the evaluation of the pilot. C. PURPOSE AND VALUES REQUIREMENTS Audit outcomes are achieved and compliance accomplished. Documentation is up to date and professional standards maintained. Information required by the business is provided within agreed timeframes. Data entry is completed in line with organisational requirements. Core Area of Responsibility Purpose and Values Key Tasks Actively support MS 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 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 client service delivery principles, ethics, policies and practice standards; Actively support MS Reconciliation Action Plan. D. RECRUITMENT INFORMATION Qualifications & Pre-requisite Experience: A Degree or Diploma in Allied Health or Nursing Minimum of 3 years experience in providing clinical services, support and advice to people with chronic neurological conditions, including MS. Demonstrated knowledge and experience in legislative and best practice compliance and application. Demonstrated depth of knowledge in understanding the sectors applicable to PabMS Demonstrated understanding of and an ability to implement the principles of person-centred practice in a range of interventions. 4

Complete other administrative duties for the efficient running of the service including activity statistics. Participate in the evaluation of the pilot. C.

5 Qualifications & Pre-requisite Experience: Demonstrated skill in obtaining the individual information relevant to the person s circumstances and reason for contact. Demonstrated ability to network and develop effective working relationships collaborations to achieve targeted interventions, referral and support. Demonstrated evidence of excellent time management and organisational skills including the ability to prioritise tasks Demonstrated high level written and verbal communication skills Computer literacy in using a range of Office computer packages Willingness to undertake a Police check/ working with children & vulnerable people check Demonstrated experience in 1:1 advocacy/representation and negotiations Proven ability to assist people to build capability and promote choice and control 5

Demonstrated evidence of excellent time management and organisational skills including the ability to prioritise tasks Demonstrated high level written and verbal communication skills Computer

6 E. APPROVAL Manager s Name: Approval date 6

MS Connect Team Leader. MS Connect Specialist

MS Connect Team Leader. MS Connect Specialist 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,