Client Regional Coordinator

Company: Point Care Pty Ltd (Registered NDIS Provider)

Location: North Queensland / South Queensland, Queensland

About Point Care:

Point Care is dedicated to enhancing the lives of people with disabilities, providing high-quality

person-centred services and support under the National Disability Insurance Scheme (NDIS). As a

family-owned business, we are passionate about empowering our clients, fostering independence,

and promoting inclusion in the community. We respect our clients and our dedicated support staff

and seek to provide a positive experience for every stakeholder connected with our organisation.

Position Summary:

The Client Regional Coordinator (North Queensland / South Queensland) will work under general

direction to manage and control their respective service regions. This role requires the application of

skills and knowledge gained through qualifications and/or previous experience and involves

supervising various functions within the work area. The Client Regional Coordinators are

responsible for the performance and compliance of their allocated region, contributing to the

development of work methods and setting outcomes.

Reporting to: Operations Coordinator

Direct Reports: Support Workers, key workers, Team supervisors (Support Worker, Cleaners, Garden

Maintenance workers)

Works with: Business development coordinator, Social Media Officer, and Intake/ account.

Key Responsibilities:

● Recruitment and Supervision: Recruit, appraise, manage, educate, and monitor the

performance of all Support Workers, key Workers, Team Supervisors, for the region to ensure

that suitably qualified and experienced personnel are available.

● Scheduling and Allocation: Oversee the scheduling and allocation of support workers to

ensure that clients’ needs are met.

● Performance and Compliance: Ensure that all KPIs for the region are met in accordance with

management directives and compliance requirements.

● Business Development: Work closely with the Business development coordinator to

generate and convert leads through sales and marketing initiatives. Identify and pursue new

business opportunities within the NDIS sector.

● Relationship Management: Maintain and build relationships with existing participants,

Support Coordinators, Plan Managers, and Allied Health Professionals. Foster positive

working relationships with external and internal stakeholders.

● Client Onboarding: Manage the initial assessment, intake, and onboarding processes for

new participants. Provide advice and information to potential clients, carers, parents, and

families.

● Reporting: Prepare monthly activity, performance, and compliance reports for the Operations

Coordinator.

● Records Management: Maintain clear and accurate records. Develop, control, and administer

a records management service for the receipt, custody, control, preservation, and retrieval of

records.

● Brand Awareness: Act as the ‘face’ of the business, building brand awareness. Network

across the disability and community care sector.

● Internal Audit: Attend existing SIL homes and report findings as part of our internal audit

process.

● Sales Targets: Meet and exceed sales targets and growth objectives.

● Client Support: Act as the primary point of contact for NDIS clients, addressing and

resolving any issues or concerns. Assist clients with their NDIS plan, including goal setting,

planning, and budget management.

● Policy and Procedure Updates: Stay updated with new policies, procedures, and guidelines

of NDIS.

● Coordination: Liaise with and coordinate local contractors as required. Coordinate with

internal and external teams (e.g., case managers, support coordinators) to ensure client

needs are met.

● Customer Feedback: Monitor and analyse customer feedback and use it to make

improvements to the company's services.

● Oncall: Assist with Oncall and after-hours duty in a scheduled roster.

Skills & Experience:

● Qualifications: Relevant four-year degree with one year of relevant experience; three-year

degree with two years of relevant experience; associate diploma with relevant experience; or

lesser formal qualifications with substantial years of relevant experience.

● Experience: At least 2 years of experience in team leader or support management within the

NDIS sector.

● Knowledge: Strong understanding of the NDIS and its guidelines, statutory requirements

relevant to work, and organisational programs, policies, and activities.

● Skills: Strong communication and interpersonal skills, ability to multitask and manage

multiple clients at once, problem-solving and conflict resolution skills, leadership and team

management skills, and proficiency in Microsoft Office Suite and data analysis software.

● Specialist Expertise: Ability to provide specialist expertise or advice in their relevant

discipline and supervise various functions within a work area or activities of a complex

nature.

● Time Management: Skills in managing time, setting priorities, planning and organising own

work and that of lower classified staff and/or volunteers.