60 McCabe Street
Mosman Park WA 6012
JOB DESCRIPTION
Client Support Officer
Discovering Abilities – optimising the quality of life for people living with disability
BASIC JOB PURPOSE
Client Support Officers are the entry staff for referrals to Rocky Bay’s Therapy Professional Services (TPS). This requires clear communication with
relevant stakeholders including parents and carers to progress referrals, and a commitment to the achievement of quality outcomes for individuals with
disability.
KEY RESPONSIBILITY AREAS
Key Responsibility
Liase with stakeholders who
support individuals with disability, to
help identify appropriate services
and supports required.
What
Maintains positive relationships with
stakeholders to identify the needs
of individuals with disability, and the
achievement of quality outcomes.
How
Ensure effective communication
between the individual referred,
families, and other stakeholders
Navigate the most suitable TPS
entry pathway for individuals with
disability, and communicate this
with stakeholders.
Promote and advocate the social
inclusion, participation,
independence and quality of life of
individuals with a disability
Match TPS service pathways with
identified needs
Remain as key contact where
referral is complex, a good
relationship is established, and
where other team members are
inexperienced working in the
Measure
Number of compliments and
complaints in TPS
Satisfaction with CSO service
Demonstrate leadership in the
achievement of quality outcomes for
individuals.
Feedback from stakeholders
Numbers of referrals progressed,
and associated timeframes
Excellent oral, written and
interpersonal skills
Work both autonomously and as
Confirmed that the details of this job description are an accurate statement of the duties, responsibilities and requirements of this position
Linda Chiu, Director Clinical Services
August 2013
60 McCabe Street
Mosman Park WA 6012
Key Responsibility
disability sector
What
How
part of an interdisciplinary team
Measure
Follow up with feedback from
individuals, parents, and carer’s
about how well TPS is meeting their
needs.
Identify continuous improvement
strategies
Manage and prioritise multiple
tasks/deadlines
Number of clients contacted
quarterly
Implement a family centred
approach and the principles of
directive control
Number of satisfied/dissatisfied
outcomes logged
Interpret relevant information for
key stakeholders to enhance choice
making and control
Brand Strength
All communications with all
Rocky Bay is recognised as a
stakeholders are transparent,
leading Not-For- Profit organisation
responsive and professional.
in Western Australia.
Be
a
team
player
and
demonstrate
Working Together
Effective relationships are
personal flexibility
developed with peers and
Demonstrate professional
colleagues, including relevant
behaviour and maintain
external agencies.
confidentiality.
Engagement and participation in
Work constructively and
opportunities to enhance personal
cooperatively with peers and
growth, team cohesion and
colleagues.
Confirmed that the details of this job description are an accurate statement of the duties, responsibilities and requirements of this position
Linda Chiu, Director Clinical Services
August 2013
Build brand to ensure that Rocky
Bay is consistently recognised as a
leading Not For Profit brand.
Contribute to team and
organisational results through cooperative and collegial interactions
60 McCabe Street
Mosman Park WA 6012
Key Responsibility
What
How
Attend and participate in training as
required.
Attend and participate in staff and
team meetings, in-services and
workshops as required
Perform any other duties which can
reasonably be regarded as
incidental to the job purpose, and
within your experience and
capabilities.
Measure
development.
Feedback from clients and
stakeholders
Occupational Health and Safety
Create a safe environment, self and
colleagues.
Report any concerns that may
compromise Rocky Bay’s duty of
care.
Carry out duties in accordance with
OSH guidelines.
Report any OSH issues or hazards
relating to equipment, vehicles and
facilities to management.
Follow safe and appropriate
operation of equipment and
vehicles.
Work is completed in line with OHS
guidelines. No avoidable incidents.
Looking for better ways
Contribute to the ongoing
development of the Therapy
Professional Service.
Raise issues within a “solutions
focus” framework.
Offer suggestions for program
changes that improve outcomes.
Improvement suggestions received
Confirmed that the details of this job description are an accurate statement of the duties, responsibilities and requirements of this position
Linda Chiu, Director Clinical Services
August 2013
60 McCabe Street
Mosman Park WA 6012
Recruitment criteria:
Essential
Relevant tertiary qualification (eg Human Services; Allied Health)
Demonstrated experience in the management of conflict resolution and complaints management
Conceptual and analytical ability in problem solving and decision making
Knowledge and experience in service planning, and coordination
Current driver’s licence
First Aid Certificate
Able to meet pre-employment requirements relating to a National Police Clearance Certificate and Working with Children Card
Desirable
Experience providing services to people with disability in particular in community settings
Experience providing services to people with disability through groups
Provision of workshops to parents and carer’s
Experience working in an interdisciplinary team
Knowledge of Disability Services Standards
Knowledge of Occupational Safety and Health legislation
Confirmed that the details of this job description are an accurate statement of the duties, responsibilities and requirements of this position
Linda Chiu, Director Clinical Services
August 2013