Activity Service Delivery Level (section of EBA)/Award Level 4
Reports to Client Services Manager
Staff management Staff do not report to Client Liaison Officer
Job Overview
The role of the Client Liaison Officer is to perform active engagement with people being supported by Focus in order to understand their goals and needs, and to act as a bridge between the people being supported and the Client Services Manager. The type of support is tailored to each individual client and employees in this role are expected to exercise discretion within standard practices and processes and undertaking and implementing quality control measures.
Responsibilities and Duties Community, Personal and Social Support Goal attainment Support
• Assist individuals to develop and maintain personal, community and social relationships.
• Provide information about community resources and networks, including information about advocacy services.
• Assist individuals to be part of the community and develop their social skills and networks.
• Assist individuals to develop and maintain meaningful relationships with family and/or friends and intimate partners.
• Advocate on behalf of individuals (when required) in dealing with personal, community and/or business issues
• Establish and maintain a relationship of trust with each person being supported
• Work as an effective team member to coordinate support and assist in a way that enables individuals to achieve their goals
• undertake on call duties.
• Facilitate work instructions to Support Workers under the direction of the Client Services Manager.
• Contribute to the client NDIA Plan review to maximise the client’s potential access to supports
• Undertake the management of health & wellbeing, medical appointments and the actions resulting from these such as liaising with pharmacies and health supply organisations
• Support independent management of people’s finances while maintaining accurate records.
• Have regular communication with the client about their goals and how they are working towards them.
Service standards, reporting and accountability
Work Health and Safety
• Act as a role model for individuals and support workers through demonstrating a sound knowledge of Focus ACT’s Purpose, Operational Policies and Procedures including the Code of Conduct
• Ensure that acceptance of diversity, including the prevention of overt and covert discriminatory practices is applied to all areas of work.
• Ensure that all records are entered and maintained in a timely and accurate manner.
• Manage staff performance to meet the requirement and responsibilities of their individual roles
• Actively engage with and provide support to both new and existing staff members while on shift
• Demonstrate a sound understanding of Focus policies and procedures related to work health and safety to assist people supported by Focus maintain a home that is safe and healthy
• Take reasonable care to ensure the safety of people supported by Focus and Focus employees
• Participate in the regular work health and safety training
• Comply with safety procedures and report all workplace hazards, incidents and accidents.
• Ensure that the management of WHS items including risk management processes, mitigation, follow up and resolution
• Ensure the supply of PPE and safety equipment in the workplaces is maintained