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POSITION DESCRIPTION

Position Title: Access Coordinator & Team LeaderIssue / Review Date: June 2016Department: TasdeafResponsible To: Manager, Planning & Service Design

Organisational Context

“Vicdeaf’s vision – Our clients and our community live in an accessible, inclusive society with equal opportunity in all areas of life”

The Victorian Deaf Society (Vicdeaf) provides information, programs, skills development and education to over 16,000 deaf and hard of hearing adults each year through its diverse range of services across Victoria.

Established in 1884, Vicdeaf is a progressive community service organisation that provides relevant, responsive and accessible services so that people who are deaf or hard of hearing can enjoy equal opportunities across all areas of life.

The Linkages and Supports team responds to individual customer needs; promoting independence, coordinating access to and providing direct supports to enhance participation in community activities, services and supports.

Position PurposeThe Access Coordinator & Team Leader is the initial access point to Tasdeaf services, working across the entire state, identifying customer needs and providing pathways for seamless service provision. The position is also responsible for managing the Hobart and Launceston offices and the staff that work at those locations.

KRA: Staff Management, Development & SupportThe ability to provide accessible, effective leadership and support to Tasdeaf.

Actions Performance Indicators Provide supervision and leadership for all staff

including building and maintaining a stable and productive work environment.

Work with staff to ensure that they are appropriately informed, supported, trained, guided and professionally developed and perform all other functions which constitute proper supervision of staff within Tasdeaf.

Be responsible for the recruitment and management of staff, their motivation, training and team development in conjunction with the relevant Vicdeaf department and Managers.

Manage staff performance assessment and career development in accordance with Vicdeaf policy.

Delegate to support staff, where reasonable and appropriate, authority and accountability to enable the effective and efficient operation of the department.

Ensure that OH&S procedures and policies are understood and followed by staff so that a healthy and safe working environment exists within the team.

A stable and productive work environment is achieved and measured consistently through informal and formal feedback channels.

The right staff for the right positions are recruited when vacancies occur.

Staff have annual performance assessments, appraisals and have a training and development plan detailed for each coming year.

Support staff can demonstrate appropriate delegated authority and accountability within their areas of operation.

Staff demonstrate an understanding of OH&S procedures and policies and actively work towards promoting a health and safe working environment at all times.

Relevant code of ethics is adhered to at all times Results from Human Resources KPI’s such as Staff

Surveys.

of 5PD ACTL (TAS) Issue: 01Controlled Copy Next Review Date: Aug 2016


Ensure staff comply with various legislation and relevant code of ethics.

KRA: Access and EligibilityThe Access Coordinator & Team Leader identify what services Tasdeaf can provide to people who are Deaf and hard of hearing or the wider community in relation to hearing loss. This position will conduct initial access meetings with Deaf and hard of hearing customers to determine suitable services available for the customer, including but not limited to the National Disability Insurance Scheme [NDIS].

Actions Performance IndicatorsProvides access and assessment of new customers including: Awareness of all services offered by Tasdeaf

and Vicdeaf Assisting customers to comprehensively

identify their NDIS eligibility and support needs; Promoting choice and empowerment for

customers; and Informing customers about the full range of

supports potentially available to them under the NDIS.

Customers are able to identify the service they require.

Customers feel empowered in the assessment and decision making process.

Customers are aware of the full range of Tasdeaf services and supports available to them under the NDIS.

Customers have an awareness of appropriate providers, services and supports available.

KRA: Pre-PlanningSupport customers during the pre-planning and application phase for the NDIS

Actions Performance Indicators Assist customers with eligibility and initial

application process for the NDIS. Develop pre-planning material to assist NDIS

applications (organisationally and at the individual customer level).

Attend customer interviews with the LAC [Local Area Coordinators] and NDIA Planners to ensure effective planning.

During interview process with LAC/ NDIA, provide customer support and advice to Planners in order to develop comprehensive support plans that meet customer needs and promote choice, participation and independence.

Customers are provided with pre planning materials which are accessible and informative.

Tasdeaf employees have access to pre-planning materials and tools to use with clients.

Customers are supported during the application and planning process.

NDIS plans and Individual Funding Packages (IFPs) include a comprehensive range of supports that will enable Access, Inclusion and Equal Opportunity.

KRA: Impartiality and Person-Centred Planning Actions Performance Indicators

In the instance of NDIA – First Plan, the Access Coordinator may focus on meeting customers immediate needs and service

Customers are aware of and provided with a full range of service options, in line with their funded supports.



requirements Implementation of a customer’s NDIA - First

Plan ensuring full access to information, opportunity, choice and control while acting in good faith and in the best interest of the customer.

. Awareness of Vicdeaf and NDIA policies regarding

Conflict of Interest.

KRA: Services – Referral and Recommendation Provide appropriate recommendations for services

Actions Performance Indicators Identify and recommend appropriate service

providers (including Tasdeaf, Vicdeaf and other organisations).

Develop accessible resources informing clients about a range of services and providers.

Inform customers about the costs and characteristics of the recommended supports and services / providers.

Facilitate the referral process and encourage customer engagement with their service provider(s) of choice in order for customers to achieve the goals of their plan.

Develops and maintains professional networks and relationships with local service providers.

Customers are able to exercise choice and control in their service delivery.

Customers are engaged with their service provider(s) utilising the full range of supports in their IFP, in order to achieve the goals of their Plan.

Customers are informed about the costs and characteristics of the services and supports they are accessing.

KRA: Assess and ReviewMonitor and review customers plans and make recommendations for any changes

Actions Performance Indicators Conduct reviews with customers to discuss

their supports and assist them to identify any changes to their needs at agreed intervals.

Support customers to prepare for annual reviews with NDIA and prepare for meetings with Planners. Attend meetings with NDIA if required

Proactively monitor IFP usage, assist customers to manage / plan their supports so that they are optimising the funding available to them.

Assist and support customers to seek interim reviews and additional funding from NDIA (prior to the annual review of their plans) if required.

To constantly assess business growth and potential opportunities and collate data.

Customer reviews are current and documented.

Customers are able to identify any changes to their needs and are empowered in the review process.

Customers are prepared and supported during the review process with NDIA.

Customers are aware of the usage of their IFP.

Customers are supported to seek additional funding and/or interim reviews from NDIA if required.

The development of a measuring tool and data collection, supported by other skilled Vicdeaf staff.

KRA: Customer Engagement and Service GrowthProactively identify opportunities to engage with new customers. Identify, respond and implement enhanced service options for NDIS participants.

Actions Performance Indicators



Engage with local Deaf and hard of hearing community and promote the services of Tasdeaf holistically.

Develop professional networks with other community service organisations, raising awareness about Tasdeaf and our services.

Identify opportunities for new service offerings that meet the needs of our clientele, or gaps in current service provision and report back to the Manager, Access and Service Design.

Represent Vicdeaf in marketing services in every dealing with relevant stakeholders.

Advocate systemically for the needs and rights of Deaf and hard of hearing people.

Increased awareness of Tasdeaf and our services in the community

New customer referrals are generated Opportunities for new services or improvements to

existing services are communicated to the Manager Access and Service Design.

Identify viable and sustainable service planning and provision, which leads to customer growth.

Involvement at Expos and information sessions; to raise Tasdeaf profile as the premier service provider for Deaf and hard of hearing people.

Represent Tasdeaf and the needs of the community to a range of government and service organisations.

KRA: Additional Duties Undertake additional duties in accordance with role expectations

Actions Performance Indicators Positively participates and contributes in team

meetings. Participate in training and personal

development activities. Take an active role in creating a safe and

healthy work environment. Perform duties in accordance with relevant

Vicdeaf policies and procedures. Provide mentoring and support to all team

members. Develop policies and procedure for the role. Claims for supports as required. Maintain all relevant paperwork.

Positive interaction and participation. Performance appraisals are undertaken on an

annual basis and a training and development plan generated from this process.

Files kept up to date and contain relevant information when audited

Customer notes entered into relevant databases in a timely manner.

Offers practical solutions to issues and concerns.

Core Values Integrity, Respect, Accountability, Diversity and Excellence

Job Competencies Professional qualifications/experience in one of the following sectors including NFP Marketing,

Communications or Business Development. Disability Employment. Community Development, Social Work, Welfare Work, Disability Studies or equivalent human services discipline

Auslan fluency is required for this role. Understanding of access and equity issues pertaining to the needs of Deaf and hard of hearing people Experience in working with people experiencing; mental health issues, additional disabilities and/or

people from CALD backgrounds. Awareness of appropriate technology and assistive devices.



In-depth awareness of the full suite of Vicdeaf services. Current Drivers Licence. Proficiency in Microsoft Office programs Working knowledge of the NDIS.

Personal Competencies Enjoys working with people, with excellent customer management skills and service delivery. An energetic personality, keen to develop and adapt this role, in a nimble and agile manner. Keen to address service gaps, with a solution focused attitude. The ability to work autonomously and as a team member. An interest in learning all aspects of Tasdeaf and Vicdeaf services and technologies, to be well informed

to guide customers in selecting Tasdeaf as their preferred service provider. Positive & flexible attitude. Excellent interpersonal skills. Highly developed organisational skills. Applies integrity and ethics to all work related matters and ensures professional compliance within

privacy and confidentiality legislation requirements.

Key Interfaces Customers. Manager, Planning and Service Design. Access team/s [including all Vicdeaf reception teams]. Linkages and Support team. Vicdeaf Community Engagement Manager. All Vicdeaf service teams, General Managers and CEO. LAC [Local Area Coordinators] and the NDIA [National Disability Insurance Agency]. Vicdeaf Access Coordinator.

I have read and understood the requirements of this position. I understand that my employment is based the position outlined above and adherence to Vicdeaf policies and procedures.

Staff Member: Date:


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