Carer Coach (Carer Gateway)

at  LiveBetter

ABOUT US:

LiveBetter Community Services is one of the largest human services providers in regional Australia. Our core business
is customer-focused in-home and accommodation services. Additionally, we provide support to customers through a
broad range of child and family services, community transport, home modification and maintenance, and clinical
services. We operate from more than 40 locations across regional New South Wales, Queensland, and Victoria,
providing support and employment to people in the communities we serve.
We take a person-centred approach to our service delivery. This means ensuring our contact with customers is caring
and empathetic, providing both psychological and emotional safety, and of practical assistance to help people live
their best lives.

SERVICE DESCRIPTION

To improve support for carers, the government researched and engaged with stakeholders over four years to re-
design services. This has resulted in the development of the National Carer Gateway model. This introduces a range
of tailored carer supports and services designed to reduce carer stress, increase resilience, and help carers plan for
the future. The approach includes national and regionally based services.
Within the Carer Gateway network there are 16 service areas which align with the Primary Health Networks with 9
Service Delivery Partners. LiveBetter delivery local supports the NSW Region 3 which includes Murrumbidgee PHN,
Western NSW PHN and South Eastern NSW PHN.

POSITION DESCRIPTION

Facilitated coaching is a one-to-one service that is carer led and directed. The coaching service aims to support
carers to increase their individual skills, empowering them to find practical, small steps towards self-identified goals.
The achievement of taking small steps, one after another, builds momentum, agency, and hope. It involves the carer
engaging with a coach to assist them to acquire skills and resilience to help them sustain their caring role. The
service duration of facilitated coaching is between one (1) and six (6) sessions and can be conducted face to face,
over the phone or over online channels. Over the course of the coaching sessions, the trained Carer Gateway coach
will work with the carer to identify their personal goal(s) and to create, implement and maintain an action plan for
working towards these goal(s).
Each coaching session focuses on a specific topic that is relevant to the complex life of a carer, and includes
information, practical tips, resources, and reflection activities. Coaching is a practical, non-therapeutic service that is
not designed as a crisis intervention. It is not counselling. Coaches do not use diagnostic tools or therapeutic
interventions. The coaching sessions are conversations about change; what change might look like and how a carer
might take steps towards making change.

MANDATORY QUALIFICATIONS AND EXPERIENCE

• Qualifications and training in the Community Services/Youth/Health/Welfare/ Social Services and/or
  Education fields or a minimum of three years’ relevant industry experience.

LiveBetter Position Description

• Current unrestricted Australian Drivers Licence and willingness to undertake travel in accordance with

responsibilities of the role.

• Current First Aid and CPR Certificates
• Completion of NDIS Worker Orientation Module ‘Quality, Safety and You’

SKILLS, KNOWLEDGE, AND ABILITIES

• The ability to empower carers to understand their needs/goals and to make decisions and actions

independently.

• High degree of emotional maturity and resilience
• Understanding of trauma-informed practices
• Ability to provide superior customer service, with strong interpersonal and communication skills
• Ability to work as part of a team whilst also enjoying the ability to be autonomous in your role.
• Excellent problem-solving skills, and demonstrated capacity to develop flexible solutions
• High level computer skills including client management systems, the Microsoft Office suite of products and

the ability to learn new systems when required

• Demonstrated ability to manage and prioritise workload in a constantly changing environment.
• Demonstrated knowledge and understanding of the community care sector, including the complex

challenges faced by Carers of people with a disability, chronic illness, mental health condition and the aged.

with shared experiences

• Referring carers to the Carer Gateway website and the range of online supports available to them includin

peer support forums, telephone-based counselling, self-directed carer coaching and education modules

• Referring carers to the Carer Support Planners, Carer Counsellors and Peer Support Workers as appropriate
• Providing monitoring and evaluation of the efficacy of the supports provided for the carer
• Engaging with the community care sector and the public to raise the profile of carers including representin

OUR PURPOSE:

• We inspire possibility by giving people access to support in their chosen community.

DUTIES AND RESPONSIBILITIES

• Facilitating the program in accordance with training and the Facilitated Coaching Service Guidelines
• Facilitate one-one-one coaching to carers, to achieve the program’s required KPI’s
• Creating an environment Carers will find welcoming, real, and empowering
• Ensure relationships with Carers are positive and are built on LiveBetter values
• Engaging professionally and positively with key external and internal stakeholders
• Community engagement/ networking and establishing referral pathways
• To work autonomously while also being a supportive and flexible team member
• Build strong connections and partnerships with other services that may support or have contact with carers

with shared experiences

• Referring carers to the Carer Gateway website and the range of online supports available to them including

peer support forums, telephone-based counselling, self-directed carer coaching and education modules

• Referring carers to the Carer Support Planners, Carer Counsellors and Peer Support Workers as appropriate
• Providing monitoring and evaluation of the efficacy of the supports provided for the carer
• Engaging with the community care sector and the public to raise the profile of carers including representing

carers, older carers, LiveBetter and its services at regional events and activities.

• Completing all necessary administrative tasks associated with care co-ordination and program activities

including accurate database entry.

• Actively participating in training and professional development
• This role could involve some travel and appointment out of hours.
• Other duties as consistent with the position where required and/or requested by the Program Manager, Carer

Gateway.

HEALTH, SAFETY AND ENVIRONMENT RESPONSIBILITIES

All staff are required to take reasonable care for their own health and safety and that of other personnel who may
be affected by their conduct.
Advise LiveBetter in writing of any conditions which may impact ability to carry out the responsibilities required of
the role.
Staff are also expected to assist LiveBetter in our commitment to being a Child Safe Organisation.

responsibilities of the role.

• Current First Aid and CPR Certificates
• Completion of NDIS Worker Orientation Module ‘Quality, Safety and You