Program Support Leader (In-Home Support)

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

In Home Services support people in regional communities across NSW, VIC and Queensland to live better lives. We
empower and support people to lead a happy and independent life, in the comfort of their own home.

POSITION DESCRIPTION

The primary objective of this position is to provide direct support and supervision to customer and staff supporting
LiveBetter’s community-based core services, promoting capacity building, achievement of the customers goals
through individually delivered support services. Program Support Leaders will be responsible for the implementation
of the customers programs completing administrative functions that support program delivery and working
alongside Disability Support Workers to meet the individual needs of the customer.

MANDATORY QUALIFICATIONS AND EXPERIENCE

• 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’
• Certificate IV in Disability Services, related discipline, or equivalent relevant experience.

SKILLS, KNOWLEDGE, AND ABILITIES

• Knowledge of government legislation, policies and procedures relating to the principles of the NDIS.
• A demonstrated understanding of person-centred approach to service delivery and safeguarding of

customers

• Proven ability to coach, mentor, and train Disability Support Worker in complex, dynamic and high-volume

environment

• Demonstrated capacity to work in a fast-paced environment dealing with complex and challenging situations

in accordance relevant legislation, relevant standards, organisational policies and procedures and funding

body requirements

• Proven communication and inter-personal skills and the ability to apply these skills.
• Proven organisation and time management skills, which includes the ability to reorganise work priorities to

meet changing demands.

• Ability to work effectively in a team environment as well as independently and working alongside the CORE

services management team to raise the standards of our support delivered.

• Ability to be flexible in work hours and travel as required

relevant standards, LiveBetter policies and procedures and funding body requirements.

• Developing and implementing programs of support to ensure high quality service delivery, monitoring an

and requirements.

• Reporting on and contributing to the resolution of any systemic training gaps and requirements i

LiveBetter Position Description

• Applying and upholding the principles of equity and anti-discrimination in the workplace and adhere t

organisational and legislative Health, Safety and Environment requirements.

• Providing support for staff outside of business hours in line with the on call roster.
• Other duties as consistent with the position where required and/or requested by the Coordinator

OUR PURPOSE:

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

DUTIES AND RESPONSIBILITIES

• Contributing to the maintenance of accreditation by leading the practical implementation of legislation,

relevant standards, LiveBetter policies and procedures and funding body requirements.

• Developing and implementing programs of support to ensure high quality service delivery, monitoring and

reporting while ensuring compliance with relevant standards of care and contractual obligations.

• Providing support to Disability Support Workers in relation to meeting legislative and accreditation standards

and requirements.

• Reporting on and contributing to the resolution of any systemic training gaps and requirements in

collaboration with CORE services management team.

• Coaching staff in the development and implementation of client related support and risk management plans.
• Identifying training needs and assisting Disability Support Workers in developing their skills and the skills of

their team and customers.

• Providing practical on-site training and support for Disability Support Workers to reconcile identified skill

gaps.

• Providing practical situational support and guidance for Disability Support Workers in response to incidents

and/or emerging high-risk issues.

• Completing assessment and support plans that are designed with consideration to supporting an individual

in their home and community safely.

• Coordinating with the LiveBetter’s CORE services management team and Learning and Development staff in

the development and implementation of service training programs designed to reconcile identified skills

gaps.

• Participating in the roll out of new policies, procedures, and systems in support of front-line staff and

customers.

• Undertaking and contributing to regular evaluations of the service and participating in annual appraisals of

staff performance, service planning and team development days.

• Undertaking specific tasks allocated by Line Management relating to the promotion of the service and the

enhancement of the partnership between the team and key stakeholders.

• Contributing to the development and maintenance of a positive, supportive, and collaborative team

environment including the ongoing learning of all team members through the sharing of ideas and feedback

from training.

• Complying with the LiveBetter Code of Conduct, all procedures and practices, external funding body

requirements and legislation.

LiveBetter Position Description

• Applying and upholding the principles of equity and anti-discrimination in the workplace and adhere to

organisational and legislative Health, Safety and Environment requirements.

• Providing support for staff outside of business hours in line with the on call roster.
• Other duties as consistent with the position where required and/or requested by the Coordinator.

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’
• Certificate IV in Disability Services, related discipline, or equivalent relevant experience

timeliness of results. • Clarifies responsibilities and builds ownership by regularly monitoring team and/or

• Sets high standards for customer service, individual progress

Management) employees have role clarity and deliver on expectations.

• Records and addresses poor performance or conduct in a timely and constructive way.
• Recognises day-to-day conflict or tensions which need to be addressed, and wor