Position Description Central Intake Planning Coordinator KARINGAL MISSION Enriching peoples lives through support, advocacy, partnership and choice Karingal is a community service organisation which is committed to providing services that enhance the lives of individuals. Our team takes pride in proactively supporting people with disabilities, disadvantages and those who are aged, to live full and active lives. We have services in Metropolitan Melbourne, Regional areas in Victoria, Queensland and South Australia. Karingal recognises the contribution that a diverse workforce makes to continuous improvement and client services delivery and is an Equal Opportunity Employer. Karingal values diversity and encourages applications from Aboriginal and Torres Straight Islanders, people with disabilities and from culturally and linguistically diverse backgrounds. Karingal is committed to making reasonable adjustments where operationally viable. Position Objective To continue the development and implementation of Karingal s centralised entry service ensuring customers receive a high level of response and service. There will be other like positions within Central Intake. Centralised enquiries and intake provides: A coordinated customer response to people with a disability, mental health clients, families and referrers; Information regarding Karingal s services and supports Streamlined planning assistance to access all services and supports for potential new customers; Assistance to existing Karingal clients with information and planning support that enables them to explore new opportunities within Karingal Position Specifics Branch: Employment Status: Reports to: Karingal Community Living Full Time Ongoing Team Leader Central Intake Page 1 of 6 P&C - PD Template Issued: 23 10 2014
Supervises: Internal Liaisons: External Liaisons: N/A - however coaching and mentoring of admin staff is required Karingal Clients, families and employees Corporate Services and Risk, Quality and Compliance Branches. National Disability Insurance Agency (NDIA) and other state and federal departments. Other Community Service Organisations and Providers People who have a disability, their families and other representatives. Position Responsibilities & Duties General Assist Karingal to make the necessary adaptations to the NDIA environment; Contribute to the development and implementation of Karingal policies and procedures that apply to customer service and funding environments; Participate fully in a team environment within Karingal to achieve whole of service quality outcomes; Undertake to keep knowledge and skills updated by attending professional development training in areas identified for further development. Develop and maintain effective working relationships with key agencies; Promote Karingal services and assist with marketing opportunities and develop key relationships where possible; Engage high level of interpersonal and written communication skills, including interviewing, assessment and planning skills at all times; Travel across the Geelong region as required; High level confidentiality and professionalism displayed at all times; Display high level of personal integrity and professionalism when representing Karingal; Communicate relevant, timely information to management, staff, clients, families and carers in various mediums; including written, verbal and face to face; Use community networks to promote community participation for clients; Other duties as directed by manager or supervisor; Measurable Outcomes Implements adaptations to NDIS as required Work is completed within agreed timelines Attends team meetings and other liaison meetings as required. Relevant networks are developed Communication is relevant and timely at all times Evidence of active participation in the Central Intake team. A team player Evidence of active engagement in professional development activities and relevant committees identified through supervision sessions Follows Karingal staff code of conduct at all times Intake tasks Engage with potential service users and referrers (family members and NDIS staff) who contact Karingal via the website, in person or via phoning the 1300 number for information regarding Karingal services; Provide initial service identification, information and referral for individuals, families and carers in a responsive and timely manner; Enquiries are followed up within agreed timelines Demonstrated knowledge of Karingal services and supports Page 2 of 6 P&C - PD Template Issued: 23 10 2014
Provide current, relevant information on the range of services offered and make initial suggestions re, specific support types, eg respite, outreach, employment, mental health, recreation, accommodation support, personal support etc; Undertake comprehensive and accurate intake and assessment services for new customers and existing clients; Provide information on the possible waiting times for services; Assess the nature and urgency of a request for service; Maintain an up to date working log of all contacts with service users, families/carers and support services within a database (CareLink); Liaise internally with relevant Karingal branches/divisions regarding enquiries, providing information regarding potential service users; Refer people to NDIS if they are not already an eligible participant; Check that NDIA plans match the support being requested and follow up any required changes with the customer and the NDIA Liaise with service delivery areas to ensure accurate supports are available and new service options are discussed with potential and existing clients and their families; Coordinate the overall decision making of the Client Intake process; On completion of Intake process provide recommendations and a comprehensive handover to the primary service delivery area. Prepare and collate all relevant information; Coordinate transition of new clients into Karingal ensuring positive outcomes resulting in an agreed number of new clients; Liaise with other Karingal branches to promote one point of contact for the customers, Karingal and the NDIS; Client and Family Support & Services Display appropriate empathy and build effective relationships with clients and their families, carers and advocates; Provide consultation and advice to clients and their families to prepare for and work through the NDIA planning process when required; Assist existing and new clients and their families to understand their current supports and potential supports; Provide support outside of planning meetings to families throughout the planning process as required; In exceptional circumstances, attend planning meetings at NDIA with clients and families at their request as a support person and/or if requested by NDIA staff; Assist with filling out relevant forms; Identify goals and expected outcomes in the client s NDIS plan or other funding supports and align with Karingal services; Understand line items, clusters and supports within the allocation and boundaries of the NDIS plan for the client and provide feedback. Refer back to NDIA if required; Demonstrated knowledge of referral options. Demonstrated understanding of the NDIS and its requirements Feedback from customers on their customer experience is positive Outstanding amendments and actions from NDIS plans and funding types are followed up. All documentation and assessments are completed within agreed timelines Communication with branches is professional and timely Intake recommendations are provided to primary service areas based on the intake process. New clients are transitioned into Karingal supports in consultation with the relevant service areas. Consultation, support and advice is provided to clients and families. Demonstrated knowledge of NDIA supports and how they relate to service delivery Demonstrated knowledge and application of Person Centre Planning. Records are kept in line with Karingal compliance requirements All documentation is completed within agreed timelines. Page 3 of 6 P&C - PD Template Issued: 23 10 2014
Understand all support types that Karingal is registered to provide as per agreements with funding providers; Use person centred support approach in accordance with Karingal Policies, Procedures and Work Instructions and the Department of Human Services - Disability Services Standards and within the Victorian and Commonwealth legislations appropriate to the client groups; Respond to client issues and complaints with respect and fairness within Karingal policies and procedures and implement review and resolution processes; Administrative Tasks In conjunction with all relevant Karingal staff ensure timely provision of quotes as requested; Check that NDIA plans are correct then match to the NDIA MY PLACE Booking System. Record the intake of new clients from the NDIA ; Provide information to the Karingal Managers as required. Document clear and concise records. Prepare Service Agreement schedules in line with Karingal policy and procedure; Establish CareLink alerts, notes and document all contact and changes in relation to a client s plan; Operate client databases, software and applications as required. Intake records are up to date Carelink data is maintained so that it is correct, consistent and precise. Identifies errors and negotiates a method to fix these errors. Establishment of plans on Carelink. Compliance and Documentation Prepare up to date client files including case Prepare client records including timely and effective file notes, support plans, reports and notes, assessments, support plans, duty correspondence presented in a professional manner and within the Karingal requirements; Adhere to Karingal occupational health and safety policies and procedures including risk management by undertaking safety risk hazard assessments if required; statements and correspondence. Adhere to Karingal policy, procedures and controlled documents. Complete timely and accurate Incident reports; Maintain records to ensure QA standards are maintained. Complete required tasks for ISO 9002 and DHS audits; Other documentation and report writing as required. General Display high level of personal integrity and professionalism when representing Karingal Follow Karingal Code of Conduct at all times Other duties as directed by manager or supervisor Capability and Leadership Attributes Responds to changes in clients and stakeholder needs as directed by supervisor Supporting Actively listens to colleagues and clients and responds promptly to their needs Others Actively contributes to team goals through cooperation Respect individual needs and choices Delivering Quality Services Accepts personal responsibility for accurate completion of work and seeks help when required Works within agreed priorities for clients and works independently on routine tasks Self-motivated to get things done and works to agreed outcomes Page 4 of 6 P&C - PD Template Issued: 23 10 2014
Enthusiastically accepts tasks and initiates action Personal & Professional Commitment Leadership & Influence Positive Impact Demonstrates Karingal values and code of conduct. Displays high ethical and professional standards in all aspects of work Reflects on own behaviour and recognises the impact on others. Seeks development options Self-evaluates performance and seeks feedback from others Engages in continuous learning opportunities and supports others in learning Demonstrates knowledge of Karingal s mission, vision and guiding principles Keep self-informed. Keeps supervisor/tl informed on work progress Demonstrates judgement and adheres to work plans Thinks and plans ahead Stays focused on the goal of service improvement and resists being side-tracked Remains positive and responds to pressure in a controlled manner. Ensures work is completed within timeframes Is tolerant and open. Treats all people with respect and courtesy Inherent Requirements of Position Core Physical Requirements (delete if not required) Ability to operate varying technological devices and software applications Able to drive and operate company vehicle, or travel on own means as appropriate to the position Ability to sit for prolonged period at workstation Ability to stand for prolonged periods Ability to bend and lift various objects and weights Able to communicate effectively with various stakeholders Ability to access, interpret and utilise complex documents The following adjustments to the work environment can be accommodated for individuals (delete as required) Reasonable adjustments to work related communications or information provision is available Provision of interpreters, readers, attendants or other work related assistance is available Reasonable adjustments can be made to workplace or work related premises, equipment or facilities, including provision of additional equipment or facilities to people with a disability Reasonable adjustments to work methods are available to people with a disability Reasonable adjustments can be made to work arrangements, including in relation to hours of work and use of leave entitlements Access to training, transfer, acting, trial or higher duties positions, traineeships, or other forms of opportunity to demonstrate or develop capacity in a position Reasonable adjustments can be made to this position to accommodate a person with a vision impairment Reasonable adjustments can be made to this position to accommodate a person with hearing impairment Reasonable adjustments can be made to this position to accommodate a person with intellectual impairment Reasonable adjustments can be made to this position to accommodate a person with a physical impairment Mandatory Requirements (delete if not required) Page 5 of 6 P&C - PD Template Issued: 23 10 2014
Satisfactory completion of Police Check/s Working with Children Check required if working with children or requirement of role Current Drivers Licence RESIDENTIAL SUPPORT WORKERS: All current and prospective employees will be subject to a Disability Worker Exclusion Scheme check. This is a check of an individual s name against a database held by the Department of Human Services (DHS) that records individuals who pose a proven risk to the health, safety or welfare of people with a disability living in group homes. If your name is on or is placed on the list, you will be ineligible to work as a residential disability worker with Karingal. Key Selection Criteria & Skills/Attributes QUALIFICATIONS: A relevant human services qualification minimum Advanced Diploma in Disability Work or a Diploma of Business equivalent. EXPERIENCE and/or SPECIALIST KNOWLEDGE: Essential: Demonstrated high level Customer Service skills A practical understanding of community inclusion for people with disability Business management skills and experience in relation to invoicing and funding acquittal Significant experience in the provision of support services for people with a disability in a service coordination or equivalent role. Excellent interpersonal and communication skills both oral and written Effective liaison skills Excellent time management skills An ability to adapt to and embrace change Sound organisational and administrative skills, including the use of Microsoft Office suite and CareLink or similar Intake system Fulfils inherent requirements of position as described above, including: physical requirements, role challenges and essential requirements. Desirable: A current knowledge of the NDIS act, rules and operational guidelines Page 6 of 6 P&C - PD Template Issued: 23 10 2014