ROLE DESCRIPTION



ROLE DESCRIPTION

Role: Senior Business Manager, (NDIS) Western Sydney

Reports to: General Manager, Client Services

Role Family: Management Level: 5

Organisational Context:

Cerebral Palsy Alliance is the largest non-government provider of disability services in NSW, providing a range of services to people with cerebral palsy and other disabilities. These include accommodation, therapy, technology, employment, community access and support. Services currently operate in a highly decentralised model through 57 separate outlets.

Cerebral Palsy Alliance’s corporate offices are based at Allambie Heights. Their primary function is to provide the organisation with the necessary resources and support that will assist all operational areas to achieve Cerebral Palsy Alliance’s overall mission and strategic direction. Cerebral Palsy Alliance Client Services has four divisions under the leadership of Divisional Managers responsible for LifePoints (therapy), Employment, Community Access and Respite Services and Accommodation as well as three NDIS Regional areas including Hunter, ACT and Western Sydney under the leadership of Senior Business Managers.

The team in the Western Sydney NDIS Rollout area provides a range of therapy, technology and training services to support people with cerebral palsy or other similar disabilities. These services are provided by a team of allied health professionals including Occupational Therapists, Physiotherapists, Speech Pathologists, Psychologists, Social Workers, Exercise Physiologists, Early Educators, Recreational Therapists, Therapy Assistants, Training Facilitators and Administration Support.

These services operate from an established site at Kingswood.

As Western Sydney services grow in response to NDIS customer demand, the CPA may expand to include other services (eg Lifestyle Supports) and other professional staff to recruit and manage (eg Disability Support Workers).

Purpose, Nature and Scope of the Role:

Reporting to General Manager, Client Services, the Senior Business Manager in consultation with all Divisional Managers is responsible for the management and direction of services in the Western Sydney NDIS region. The role exists in order to transition services to respond to the changing funding model as result of reforms in the disability sector. This position will lead a high quality outcome driven service to clients through planning, development, implementation, monitoring and evaluation of the services.

The service must be customer focussed and responsive to a person centred approach to meet client needs across all service offers by Cerebral Palsy Alliance.

The Senior Business Manager is part of the senior staff group of Cerebral Palsy Alliance and, as such, is actively involved in implementing the organisation’s mission and strategic goals.

Organisational Relationships and Staff Establishment:

This role reports to the General Manager, Client Services, who reports to the Chief Operating Officer.

Core Competencies of the Role:

• Organisational Knowledge

• Leadership/Teamwork

• Interpersonal Skills/Communication

• Problem Solving/Decision Making

• Legislation/Standards/Practice

• Service Delivery

Professional Learning & Development:

Cerebral Palsy Alliance has a strong commitment to providing our employees with evidence–based, responsive professional development which includes the delivery of nationally accredited courses through its Registered Training Organisation.

It is compulsory for all new employees to complete Cerebral Palsy Alliance’s, Orientation and Induction Program in accordance with the current requirements of the role as reflected by the Training Alliance Calendar. For further information please visit

It is each employee’s responsibility to also ensure that learning and development, as outlined in the Annual Performance Appraisal, including knowledge of current Cerebral Palsy Alliance policies and procedures, is maintained.

Interpersonal Relationships:

Internal:

• CEO, COO and General Managers

• Divisional Managers and NDIS Business Managers

• Program Managers

• Team Leaders

• Staff from other programs within region

• Staff of People Learning & Culture, Finance, Fundraising and Events Departments

• Senior Research Fellow and Clinical Consultants

External:

• Children and adults with disabilities, families and carers

• NDIA

• Ability Links NSW

• Community services

• Disability service providers

• Government departments and services, eg schools, Home Care

• Private practitioners

• Tertiary institutions

• Peak agencies

• Health and medical services

• Other relevant agencies

Role Dimensions:

Staffing: 12-15, may grow into the future

Direct Reports: 1, may grow in the future

Indirect Reports: 12-15

Budget: 15/16 Operating budget = TBA

Future operations to be determined with new NDIS funding opportunities

Key accountabilities:

1. Increase the Client Services revenue base to 6 billable hours per FTE per day

2. Increase the level of existing individuals, families and carers accessing and purchasing services and supports of their choice (to be determined) and report attrition and retention patterns

3. Increase the level of new individuals, families and carers accessing and purchasing services and supports of their choice

4. Monitor and report the change in the patterns of how services are purchased (self-managed, plan managed or agency managed)

5. Monitor and report the change in the patterns of when services and supports are delivered and where these are provided

6. Investigate opportunities for increase scope of service provision within CPAs scope of services eg: Lifestyle supports, accomodation

7. Develop and foster key local relationships including with ADHC, NDIA and other relevant agencies

8. Other key accountabilities, as per annual Manager Performance Accountability Record Form

|Core Competencies |Competency Descriptors |Performance Outcomes |

|Organisational Knowledge |Has a thorough working knowledge of the mission and values of The|Models and demonstrates through their behaviour, the rationale and intent of the organisation’s |

| |Cerebral Palsy Alliance |mission and values. |

| |Has a thorough working knowledge of The Cerebral Palsy Alliance’s|Demonstrates a thorough understanding of the organisation’s Strategic Plan through the |

| |Key Result Areas and strategies |implementation of appropriate strategies in the ACT that reflect the Key Result Areas. |

| |Has a thorough working knowledge of sector, state, national and |Has a thorough knowledge of the organisation’s policies and procedures and implements such |

| |international issues that impact on services |policies and procedures. |

| |Has a thorough working knowledge and application of, Cerebral |Is able to demonstrate sound knowledge of the trends and issues relevant to children and adults |

| |Palsy Alliance policies and procedures |with disabilities. |

| | |Represents the organisation at appropriate forums that reflect the needs of people with |

| | |disabilities. |

| | |Actively contributes to the organisation’s response on relevant government and community issues. |

|Leadership / Teamwork |Provides leadership to up to 20 senior staff OR effectively |Actively leads a multidisciplinary team of allied health, educational and administrative staff in |

| |performs as sole manager in a particular area OR provides |the provision of essential services to children and adults with disabilities and their families. |

| |leadership to fewer staff in a complex environment or across |Demonstrates through their actions and behaviour, an alignment between the organisation’s goals |

| |multiple programs |and the implementation of these services. |

| |Actively participates and contributes to cross regional / |Engages and aligns the activities of staff with the organisation’s mission and strategic plan. |

| |organisational goals. Initiates major projects and assists |Actively participates in cross regional / organisational working parties. |

| |senior management with strategic directions. |Accurately communicates the key goals of the organisation to staff and others. |

| | |Demonstrates a commitment to the organisation through the attainment of deadlines as agreed with |

| | |senior management. |

| | |Actively works towards inter-service and cross regional collaboration. |

| | |Demonstrates superior leadership skills through the creation of a supportive work culture that |

| | |focuses on responsiveness to consumer needs. |

| | |Actively seeks out opportunities to work with peers, Clinical Consultants and Senior Management |

| | |within the organisation and with other key external agencies (eg: NDIA, ADHC, DET, Health, |

| | |Community agencies). |

| | |Freely shares and disseminates information. |

| | |Assumes responsibility for monitoring personal impact on team dynamics and is able to modulate |

| | |accordingly |

| | | |

|Interpersonal Skills / Communication |Assists in the communication of, and interacts persuasively on |Behaves and communicates in alignment with the organisation’s values and Code of Conduct. |

| |strategic issues. Drafts reports on sensitive / complex issues |Demonstrates to staff and clients that they possess a superior level of verbal and written |

| |or projects. Has established networks, both internally and |communication. |

| |externally. Able to negotiate effectively on a wide range of |Demonstrates the ability to receive and process a variety of information from diverse sources. |

| |issues. Positively identifies commonalities and differences and |Accepts and incorporates difference in the workplace. |

| |reconciles conflicting priorities and objectives. Takes |Actively demonstrates the capacity to resolve conflict and respond to complaints raised by |

| |responsibility for the timely provision of advice and assistance.|consumers and staff. |

| |Has personal and professional credibility beyond Cerebral Palsy |Implements change in an effective manner within the service. |

| |Alliance. |Develops a strong network within the Disability Sector through participation in appropriate |

| | |forums. |

| | |Is actively engaged in opportunities to support and present a positive image of the organisation |

| | |and its services in the community |

| | |Maintains strict confidentiality of privileged information |

|Problem Solving / Decision Making |Identifies operational and / or strategic issues that impact |Superior knowledge of the needs of people with disabilities and their families which results in |

| |widely across the organisation. |the provision of proactive and preventative services. |

| |Is responsible for the medium term (3-5years), development, |Actively participates in the discussion and future planning of the organisation’s strategic |

| |implementation and evaluation of strategic solutions |direction. |

| | |Balances the day to day decision making on service provision with the medium term issues impacting|

| | |on portfolio area. Makes proactive decisions to minimise any adverse impact on service provision.|

| | |Works in consultation with the General Manager / Divisional Manager on important decisions |

| | |affecting service delivery. |

| | |Participates in sector wide forums to resolve broader issues affecting people with disabilities |

| | |and their families. |

| | |Makes decisions that are based on evidence and informed opinion and seeks solutions that are |

| | |balanced and beneficial to clients |

|Legislation / Standards / Practice |Maintains a detailed working knowledge of all standards and |Has superior knowledge of the relevant legislation that impacts on services. This includes Child |

| |relevant government legislation, eg WH&S, Disability Service |Protection, WH&S, Disability Services Act and Standards. |

| |Standards and Disability Services Act. |Ensures that all staff and their activities comply with appropriate legislation and the |

| |Provides organisational feedback / comment / response on these to|organisation’s policies and procedures. |

| |relevant professional groups / external groups and government |Actively participates in the review and development of appropriate standards and policies relevant|

| |sector. Is involved in high-level working parties. |to people with disabilities (internal and external forums). |

| |Advises on relevant alignment of changes in practice or standards|Demonstrates conceptual and analytical skills and is able to critically appraise the literature |

| |at cross-region and / or on relevant strategic issues. |and policies of others to assess their relevance and application to the organisation. |

|Qualifications / Experience |Degree in relevant discipline and Frontline Management |Management: |

| |Certificate IV or equivalent, plus seven to ten (7-10) years’ |Minimum certificate IV Frontline Management. Preferred Graduate Diploma or better in Management /|

| |experience in a related discipline. Demonstrates ongoing |Business. |

| |professional development |Related discipline: |

| | |Tertiary qualifications in an appropriate allied health / social science degree or similar. |

| | |Experience: |

| | |Minimum of 5 years’ experience in the management of a community-based, or disability service |

| | |Management of a complex service delivery system |

| | |Committed to professional development through internal continuing education, attainment of |

| | |external qualifications and the presentation of papers at state and national conferences. |

| | |In consultation with Clinical Consultants, actively supports staff to attain further |

| | |qualifications. |

|Customer Service / Management |Understands the totality of the projects, programs and services |Demonstrated knowledge of the operations of Allied Health/Therapy services. Compliance of |

| |undertaken by the organisation. |services against organisational policies and procedures. |

| |Provides expert advice and support to other staff on a range of |Understands the purpose of the NDIS and what it is attempting to achieve. |

| |areas within disability. |Understands the purpose of other client services provided by Cerebral Palsy Alliance. |

| |Has built strong working relationships with other community |Ensures that all HR and WH&S requirements are met (eg recruitment, induction, professional |

| |agencies and works to extend these links to ensure outcomes for |development, staff appraisal/performance system, workplace safety). |

| |the organisation. |Maintains a consumer feedback / complaints resolution register. |

| |Responsible for all HR matters and works proactively with HR to |Works with General Manager, Client Services to manage staff performance through significant |

| |ensure the development and refinement of systems. |change. |

| |Assumes total responsibility for the efficient and effective use |Demonstrated financial and commercial acumen |

| |of resources within their budget. Monitors monthly expenses and |Prepares annual budgets for approval. |

| |identifies, investigates and reports on any variances to budget. |Maintains service within approved budget and responds to variations. |

| |Meets management deadlines in relation to reports, collection of |Ensures equitable delivery of service across the region. |

| |relevant statistical data and the analysis of this data. |Complies with agreed deadlines for reports (eg business and cross regional plans, monthly reports,|

| |Is actively engaged in opportunities to support and present a |statistical reports, capacity and waiting list reports, MDS, DET funding etc). |

| |positive image of clients and the organisation’s services in the |Maintains effective working relationships with relevant key stakeholders, such as NDIA, Children’s|

| |community. |Hospitals, Community Health Services, medical specialists, Department of Education, schools, ADHC |

| | |and other disability organisations. |

| | |Staff, clients and stakeholders have knowledge of the Western Sydney Business Plan. |

| | |Service satisfaction and service improvement is actively sought from consumers and acted upon. |

| | |Regularly reviews service provision (annually). |

| | |Proactively markets services to retain existing and attract new clients as per the CPA marketing |

| | |plan for the area. |

| | |Meets agreed market targets and shapes services to achieve this within budget. |

| | |General Manager, Client Services is fully informed of the activities and issues pertaining to |

| | |service. |

| | |The Senior Business Manager, carries out all reasonable activities as negotiated or directed by |

| | |the General Manager, Client Services |

Summary of knowledge, skills, experience and values:

Essential:

• Minimum Certificate IV Frontline management

• Tertiary qualifications in appropriate allied health / social science or similar degree

• Minimum 5 years’ experience in the management of a community based, or disability service

• Experience in the planning and the implementation of new business

• Proven ability to bring in new business/partnerships

• Minimum 7 years experience in relevant service provision, including experience in service delivery to children or adults with a disability

• Competent financial management skills

• Sound knowledge and skills in person and family centred practice

• Proven ability to approach issues from a perspective which identifies opportunities and solutions; an outcomes (customer) focus

• Strong negotiation and influencing skills

• Excellent verbal and written communication skills

• A proven desire to network and build relationships – ability to build rapport and create, maintain and enhance effective relationships

• Intermediate skills in Microsoft Word and Exchange/Outlook and basic skills in Excel

• Current Class C drivers licence

• Ability to travel within NSW/ACT with occasional overnight stays

Desirable:

• Graduate Diploma or better in Management/Business

• Training/qualifications in mentoring and coaching

• Public speaking and Conference presentation skills

• Project management skills

Signed ...................................... Manager …………………………….. Date .................

STATEMENT OF DUTIES

People and Culture does not require a Statement of Duties. However, where duties vary amongst employees with the same (or generic) role description, the manager may choose to attach a detailed statement of duties to the role description.

DUTY STATEMENT

(April 2014)

1. Leadership of the Penrith Blue Mountains NDIS rollout

• Provide the planning, leadership and management the Kingswood team by ensuring that the appropriate structures, systems, competencies and values are developed in order to meet or exceed the goals of the business transition plan and overall organisation strategic plan.

• Ensure that all Cerebral Palsy Alliance services provided within the rollout site are coordinated and responsive to the client demand.

2. Communication

• Develop and maintain strong internal communication with Cerebral Palsy Alliance Divisional Management and staff, Corporate Support Management and staff and Executive leaders both within the rollout site and statewide (including ACT)

• Provide regular updates and recommendation to the Executive team and CEO on any issues that arise in regards to transition of services within the NDIS rollout site

• Develop and maintain strong external communication with NDIA, AbilityLinks, ADHC management and staff

• Ensure strong communication channels within the team, other Cerebral Palsy Alliance services in the region and reporting systems to clients

3. Strategic and operational planning

• Assume responsibility for the transition of Cerebral Palsy Alliance services in the rollout site.

• Develop NDIS Business Plan for Western Sydney transition including key financial and client acquisition targets

• Investigate and explore opportunities for service expansion within existing Allied Health service offers including expansion of lifestyle support and accommodation options in Western Sydney

4. Service Marketing

• Work with marketing department and client service managers in the region to develop plans, audience groups, client touch points and journey with the goal of offering outstanding client service through appropriate communication

5. HR management

• Develop a climate that attracts, retains and motivates both paid(permanent and casual) and voluntary personnel

• Offer coaching and development to staff

• Encourage strong customer service culture within team

• Undertake annual performance development plans with each team member

• Identify workforce skills and qualifications required to deliver services

• Anticipate future workforce needs based on service demand

6. Financial Management

• Increase revenue base for Western Sydney services

• Ensure that the financial systems to support cost recovery and revenue growth of Western Sydney services are consistently implemented

• Maintain ongoing review and communication with Finance Team to support implementation of cost recovery and revenue growth

• Work with Finance Team to establish systems for billing and invoicing for service delivery in Western Sydney NDIS area

• Monitor financial and other data in order to effectively manage business in NDIS rollout site

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COO

General Manager, Client Services

Senior Business Development Manager

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