Purpose of Position:
The role of After-Hours Coordinator is responsible for providing crucial support to both clients and Support Workers outside of regular business hours. This role ensures that clients receive their agreed roster of supports nationally by addressing any service gaps, concerns, or emergencies that arise after regular business hours. Additionally, they assist Support Workers with any issues or assistance they may need, ensuring seamless and continuous care for clients at all times.
Key Duties and Responsibilities:
Creating an environment of hope, dignity, health, happiness, comfort, and opportunity.
Act in a manner to ensure that interactions with all stakeholders (internal and external) are positive, productive, professional and in keeping with the Danny Met Sally values
Maintain privacy and confidentiality of employees, clients and participants
Promote career opportunities to attract high quality candidates
Uphold and deliver the Danny Met Sally purpose and philosophy to all prospective support workers
Ensure a positive candidate experience
Ensure clear communication with all clients, client service managers, coordinators and COO to ensure client requirements regarding experience, training and skillsets can be met through suitable onboarding of support workers Cultures, Values & Team Membership
Act as a Danny Met Sally ambassador, and aim to enhance the company's reputation both internally and externally
Provide open, honest, and respectful feedback to the CEO, Board and senior leaders
Be a supportive and reliable team member
Effectively and appropriately manage conflict
Demonstrate a high level of interpersonal and communication skills
Demonstrate motivation and enthusiasm for your work and leaders
Integrity: Honest, Trustworthy and Respectful with devotion to our clients and the people around us.
Empathy: Understand every person's specific situation and environment, sharing the feelings of that person as if we were that person.
Creative: Being able to provide solutions "Think outside the square"
Inspire: Look for every opportunity to inspire and live the purpose.
Bold: Advocate for people's rights. Be confident, courageous, and accountable.
Mindfulness: Be attentive to the needs of your clients, they may not always have the voice to express these needs to you. Daily Task
Coverage required Monday - Friday 5.00pm - 9.00am. Saturday and Sunday is 24 hours per day.
Ensure clients receive their scheduled supports by coordinating replacement support workers to provide reasonable coverage or adjusting rosters after hours, as needed.
Maintain detailed records of all after-hours interactions and actions taken to ensure continuity of care and accurate reporting
Prepare and submit after-hours reports detailing key events, actions taken, and any ongoing issues requiring follow-up during regular business hours
Provide real-time assistance to support workers who encounter challenges during their shifts, such as handling emergencies, clarifying instructions, or addressing safety concerns
Coordinate with on-call management or emergency services when situations require further escalation
Ensure that all actions taken during afterhours comply with Danny Met Sally policies, procedures, and relevant legislation
Attend weekly team meetings for continuity and understanding of the level of service provided and any updates to policies and procedures
Assist in the maintenance of the SharePoint environment, including site collections, sub-sites, lists, libraries, and content.
Fulfil other administrative duties as required by management and other departments as requested or required:
Professional Development
Demonstrate a high level of self-awareness and personal insight
Engage with coordinators and managers to develop and undertake personal development training
Demonstrate reflective practice and a willingness and ability to develop your practice Administration
Complete and maintain internal and external documentation as requested
Use and manage organisational resources appropriately Ensure employee compliance checks are up to date and required documentation is obtained and filed accordingly
Ensure all employee documentation are processed with confidentiality
Ongoing monitoring of quality and compliance
Ensure all documentation and information is stored securely and appropriately in a timely manner in the Shared Drive, Visicase, Elmo and other relevant channels. All compliance documentation to be updated annually or as required
Ensure Support Worker compliance is monitored and updated accordingly
Assist with internal auditing of client and support worker compliance
Organisational
Understand and adhere to organisational policies and procedures
Work in accordance with Danny Met Sally Code of Conduct and NDIS Code of Conduct at all times
Consistently demonstrate our values, vision and mission
Complete required organisational and employment reporting and documentation in a timely and accurate manner
Contribute to a safe and healthy workplace
Demonstrate problem solving where appropriate
Positively promote the employer in all interactions
Be welcoming, inclusive and respectfulf people from diverse groups and backgrounds Workplace Health and Safety
Demonstrate personal commitment to maintaining a safe workplace at all times, including your own behaviours and practices
Abide by Danny Met Sally WHS policy and related policies and procedures and fulfil legislative requirements
Contribute to building and maintaining a culture that values effective and proactive workplace health and safety.
Report any health or safety hazards to management
Practice safe work habits and assist in maintaining a clean, tidy work area and a healthy and safe working environment Role Requirements
General knowledge of NDIS systems and processes and ability to apply these within the Employer's culture, values and practices
Experience within the disability industry highly regarded
Minimum 2 years' experience in a Rostering Coordination role Personal characteristics
Highly developed clear and effective communication skills, both verbal and written
Comfortable with working irregular hours and handling a wide variety of tasks, often with little notice or in unpredictable circumstances
Ability to manage multiple tasks, ensure accurate reporting, and pay attention to small details that could have significant impacts
A commitment to our values and the ability to demonstrate these in your work
Professional approach
Ability to understand and navigate complex stakeholder environments
Time management skills with the ability to multitask
Strong personal integrity
Ability to work autonomously
Customer service focused: committed to providing exceptional customer service across all channels - written, phone and face to face. Certificates and/or qualifications
Relevant industry qualification or proof of enrolment in relevant field of study highly regarded
NDIS worker orientation module
Relevant state or national clearances
