Job Title: Operations Manager
Reporting to: Senior Service Manager
Renumeration: Based Upon Experience
Hours Required: 38 hours per week
Position Purpose
As the Operations Manager you will form part of the Management Team that supervise our Support Staff as well as support the Directorial Team in initiatives that strengthen The Diverse Collective’s operations and service delivery. You will advise on and support best service delivery practice methods and play a vital role in supporting our People across all areas of Operations.
Key Responsibilities & Duties
The key responsibilities and duties of this role are (but not limited to):
Assistance with Participant Reports
Attending support shifts as needed
Assistance with operational reporting – weekly and monthly
Social media content creation and management
Assistance with Participant Reviews and Stakeholder Meetings
Liaise with Directors, Senior Service Manager, Carers, Stakeholders and Participants concerning best practices, support scheduling and regular updates on Participant’s progress
Handle and respond to low – moderate complaints, feedback and risk, within the 24 hours
Advocate on behalf of TDC’s visions and values including but not limited to Networking events, with Stakeholder’s, etc.
Always lead by example by adhering to all company policies and procedures
Ensure Service Documents are of quality, have all required information and are uploaded to all required systems E.g. Shift notes and Service Agreements
Supervise and ensure quality data entry in Visicase for all teams
Participate in continual improvement initiatives
Lead, mentor and coach multiple team members to the highest service delivery standard
Display a consistent positive disposition to self-development and receiving feedback on performance
Adaptable to change
Ability to multi-task competing and high/complex risk priorities and continue to deliver quality results
Meet with all onboarding staff, to ensure they are clear on boundaries, expectations and lines of reporting
Regular attendance at Staff meetings for flow down of information and quality checking of information delivered
Respond to all operational enquiries from staff
Excellent verbal and written communication skills
The ability to manage, plan and prioritise a variety of projects and tasks
Knowledge of, or ability to quickly acquire knowledge of, Human Resource policies and NDIS Provider Standards
Experience delivering Operational strategies
Experience in Performance Management processes, mentoring and coaching
Proficient in Microsoft Suite, particularly Excel and Word
Complaints and Feedback handling experience
Incident and Risk response and management experience
