Duties: • Providing support and overviewing existing individual plans, while being the central person forall internal referrals and responses to changes in the Home Care Packages.• Assisting in the development, onboarding, signing and implementation of service agreements and service delivery plans.• Supporting the professional handling of customer feedback/complaints to ensure best practiceservice delivery is maintained.• Assessing referrals for service areas to ensure funding eligibility and the ability of MSWA to provide the service• Project managing the client’s support arrangements including documenting processes and implementing a plan that determines the tasks and responsibilities of each party involved.• Responsive and timely communication with all parties involved.• Ongoing monitoring and nurturing of a team culture that focuses on customer service• Negotiating and maintenance of brokerage agreements with external suppliers and vendors as per our compliance requirements• Facilitating the order of continence aids and consumables through Home Care Packages upon client’s request• Consulting regularly with middle and upper management with ongoing acquisitions of Home Care Package clients• Reviewing internal HCP processes in matters of continual improvement.• Supporting the regional CLCs with HCP related enquiries, client case management and advice• Instrumental in the success of 100% compliance with the recent My Aged Care Audit• Leading the growth of an average of 3 clients in the metro area on a monthly basis

Duties: • Responding to enquiries regarding NDIS services • Providing advice regarding NDIS plans and developing service agreements • Gathering and collating relevant participant documentation to assess safety and risk for service delivery • Ensuring the on-going maintenance of accurate record-keeping on participant records and client database • Working with internal stakeholders to ensure that service commencement proceeds in line with advised expectations • Providing regular reporting to management on the status of new opportunities and client funding • Working collaboratively within teams to set goals and objectives to ensure outcomes are met • Developing and maintaining effective relationships with the LAC team and external stakeholders such as NDIA staff and disability providers • Collecting and verifying initial participant information to ensure accuracy of content required to enable progression of participant to planning meeting • Ensuring timely response to requests and issues from internal and external stakeholders including participants and families • Ensuring a person-centred approach is adopted when assessing participants to ensure accuracy of content and appropriate matching to enable progression of participant to planning meeting • Supported a case load of around 40 NDIS participants; providing supports in understanding the scheme and the planning and implementation of their NDIS plan including informal, mainstream and community, as well as funded supports. • Expanded the client base by 40% including 2 SILs (Supported Independent Living) clients • Responsible for budgeting participants plans and ensuring funding is appropriate for the plan timeline.