Senior Case Manager-DES

at  MAX Solutions

Project/Position Introduction:
Overview:
The Senior Case Manager will have a representational and business building responsibility as well as providing services to customers with a disability. The role is responsible to lead, develop and manage external relationships that proactively expand the opportunity to attract customers to our service.
The role is responsible for representing MAX within the community and will be expected to grow and maintain the MAX caseload. The role is responsible for building relationships with Centrelink, DSS and other key referring agencies as well as attending and presenting at community events, schools, community services, health services and other local events in order to attract and engage new DES customers. The role requires a strong knowledge of the local labour market and employment opportunities and disability confident employers is required to be able to identify and seek out skills based employment opportunities for people with a disability.
This role is responsible for providing people with disability innovative, flexible, person centred employment assistance and support that is focused on the achievement of sustainable employment, life goals and career aspirations. The role works in conjunction with a range of stakeholders to deliver solutions to support ongoing sustainable employment including building links with quality health and social services.
The Senior Case Manager is responsible for a number of customers, some with complex circumstances, who may be in either pre or post-employment. The role will perform a variety of activities listed under key responsibilities. The role plans, organises, evaluates and conducts a variety of functions including screening assessments, individual and group activities, case reviews, peer coaching and support, and sustainability employment programs.

Responsibilities:

• Representing MAX in order to attract and engage DES customers by being an active member of local disability networks, health and education services and business groups
• Developing key relationships with Centrelink and DSS in order to build and maintain a DES caseload
• Presenting at employer functions, community groups and community events to ensure DES customers choose MAX as their service provider of choice
• Management of a caseload of customers with disabilities and vulnerabilities that impact on sustaining employment. Provide case management services that are solution focused for customers returning to work that meet the skills and needs of employers
• Ensuring DES customers are provided with exceptional customer service in order to ensure customer loyalty and ongoing relationships and customer retention
• Provide vocational guidance and planning with the whole of site caseload that links to employment
• Understand and practice the principles of caseload triage and prioritisation
• Plan, prepare, organise, evaluate and conduct a variety of functions including screening assessments, individual and group activities, case reviews, peer coaching and support, and sustainability employment programs
• Provide person centred support that is empowering to increase greater levels of independence, self-reliance, community participation and wellbeing
• Collaborate with a multidisciplinary team of allied health professional, external service providers and community organisations to support customers’ return to open employment including providing disability confidence training to employers
• Facilitate regular appointments with customers, arrange ongoing training and development activities and monitor customers’ attendance and participation in agreed activities including work experience opportunities
• Attend interviews with customers to advocate on their behalf
• Procure employment opportunities that provide sustainable employment outcomes for customers with disability including negotiating work experience programs, workplace tours, job analysis/creation and carving
• Identify reasonable adjustments to support customers in employment and seek professional advice on workplace modifications & solutions to ensure sustainable outcomes for people with disability
• Meet Key Performance Indicator’s (KPI’s) through effective case management including employment targets and subsequent conversion to outcome at 4, 13, 26 and 52 weeks
• Meet Key Performance Indicators (KPI’s) through effective caseload development and relationship building to attract customers to our service.
• Ensure case notes and all other documentation are in line with minimum contractual standards, including adherence to the National Standards for Disability Services (NSDS)
• Develop In Work Support Plans in collaboration with customers, relevant stakeholders and employers
• Coach and mentor DES PC Levels 1 & 2 to build capacity and disability confidence
• Promote MAX Employment services and maintain a high profile and professional company image
• Comply with all WHS procedures ensuring that team members including volunteers and contractors abide by all relevant health and safety procedures
• Act as a role model by demonstrating safe work behaviours and report all accidents, incidents or near misses immediately.

KEY SKILLS

• Mature minded with a high level of interpersonal communication and organisational skills
• Ability to identify solutions to vulnerabilities and employment challenges for people with disability
• Ability to engage and deliver marketing and community strategies to attract and engage and retain DES customers and build ongoing relationships that maintain the DES caseload
• Ability to deliver efficient and effective strategies to positively engage with employers and build sustainable relationships
• Awareness of vulnerabilities to employment and the effects of unemployment
• Reverse marketing and cold calling experience
• Effective, positive problem solving and conflict resolution skills
• Strong administration and compliance capabilities
• Intermediate computer skills.

REQUIRED EXPERIENCE

• Experience in business to business relationships, generating referrals and community engagement or roles with a high degree of relationship management
• Demonstrated experience in managing complex cases in collaboration with key stakeholders
• 2 years’ experience with disability focused service provision
• An understanding of the role employment has in maintaining good health and life goals
• Experience in delivering efficient and effective strategies to positively engage with employers and build disability confidence
• Proven experience working in a structured KPI environment and in achieving targets
• Demonstrated ability to negotiate, persuade and advocate through exceptional communication skills, to achieve outcomes
• Knowledge of relevant legislation including Anti-Discrimination, Equal Employment Opportunity, Workplace Health and Safety , Privacy and Freedom of Information.

QUALIFICATIONS

Tertiary Qualifications – could include

• Certificate IV including Disability, Mental Health or Community Services
• Bachelor level qualifications in allied health or social sciences, humanities or other related disciplines
• Experience required will be based on level of qualifications or demonstrated experience in disability, health or humanities industries
• Hold or have the ability to obtain a current Police Clearance or Working with Children Check.
• We adhere to the National Principles for Child Safety and require all team members to be committed to child safety and wellbeing. Our induction and training will provide you an understanding of these principles, including having an understanding of children’s developmental needs and culturally safe practices.

• Representing MAX in order to attract and engage DES customers by being an active member of local disability networks, health and education services and business groups
• Developing key relationships with Centrelink and DSS in order to build and maintain a DES caseload
• Presenting at employer functions, community groups and community events to ensure DES customers choose MAX as their service provider of choice
• Management of a caseload of customers with disabilities and vulnerabilities that impact on sustaining employment. Provide case management services that are solution focused for customers returning to work that meet the skills and needs of employers
• Ensuring DES customers are provided with exceptional customer service in order to ensure customer loyalty and ongoing relationships and customer retention
• Provide vocational guidance and planning with the whole of site caseload that links to employment
• Understand and practice the principles of caseload triage and prioritisation
• Plan, prepare, organise, evaluate and conduct a variety of functions including screening assessments, individual and group activities, case reviews, peer coaching and support, and sustainability employment programs
• Provide person centred support that is empowering to increase greater levels of independence, self-reliance, community participation and wellbeing
• Collaborate with a multidisciplinary team of allied health professional, external service providers and community organisations to support customers’ return to open employment including providing disability confidence training to employers
• Facilitate regular appointments with customers, arrange ongoing training and development activities and monitor customers’ attendance and participation in agreed activities including work experience opportunities
• Attend interviews with customers to advocate on their behalf
• Procure employment opportunities that provide sustainable employment outcomes for customers with disability including negotiating work experience programs, workplace tours, job analysis/creation and carving
• Identify reasonable adjustments to support customers in employment and seek professional advice on workplace modifications & solutions to ensure sustainable outcomes for people with disability
• Meet Key Performance Indicator’s (KPI’s) through effective case management including employment targets and subsequent conversion to outcome at 4, 13, 26 and 52 weeks
• Meet Key Performance Indicators (KPI’s) through effective caseload development and relationship building to attract customers to our service.
• Ensure case notes and all other documentation are in line with minimum contractual standards, including adherence to the National Standards for Disability Services (NSDS)
• Develop In Work Support Plans in collaboration with customers, relevant stakeholders and employers
• Coach and mentor DES PC Levels 1 & 2 to build capacity and disability confidence
• Promote MAX Employment services and maintain a high profile and professional company image
• Comply with all WHS procedures ensuring that team members including volunteers and contractors abide by all relevant health and safety procedures
• Act as a role model by demonstrating safe work behaviours and report all accidents, incidents or near misses immediately