Job Description
The Program Planner plays a key role in ensuring the efficient coordination and delivery of client services. This position is responsible for planning, supervising, and allocating Support Workers to meet service requirements, maintaining accurate rosters, and ensuring that client needs are met in a timely and professional manner.
Working closely with the Rostering Manager, the Program Planner ensures service quality, workforce capacity, and compliance with organisational standards.
Job Title
-
Program Planner
Work Schedule
- Day Shift
Job Qualifications/Requirements
- Minimum of 5 years’ experience in a rostering/office based administrative or team leader role.
- Prior experience or exposure to the disability support or aged care sector.
- Experience delivering training or supervising employees.
- Sound computer skills.
- Excellent customer service skills.
- Excellent communication skills (verbal and written).
- Ability to work under pressure.
- High attention to detail.
- Current NDIS Workers Check as this is a risk assessed role.
- Willingness to work as part of a team to problem solve and address urgent matters that impact our customers.
- Passionate about supporting our customers.
- Ability to connect with a range of stakeholders.
- Passionate about maintaining supports in line with AAC policies, procedures, guidelines, and relevant legislation.
- Personal values align with AAC culture, mission/vision, commitment, and values.
Job Responsibilities
- Support Worker Capacity, Forward Planning and Incidental Rostering:
• Ensure the forward roster is booked and maintained appropriately each week and rosters distributed in line with policy.
• Ensure Support planning in Visual Care is maintained with appropriate Support Workers
• Report on and minimise Unable to Covers (UTC).
• Monitor Support Workers allocated hours weekly to minimise Overtime and WHS risks.
• Identify Support Worker vacancies in consultation with the Program Team.
• Ensure capacity to commence new programs.
• Ensure Support planning is set up in Visual Care for new programs and suitable Support Worker are allocated.
• Supervise the coordination of buddy shifts / other training for Support Workers as necessary and ensure all information regarding these is communicated clearly to Clients /Support Workers.
• Coordinate external training as appropriate.
• Ensure (with staff) all recruitment and on-boarding of Support Workers is conducted in line with AAC policy, Support Workers are matched to suitable work and introduced to Clients appropriately.
• Ensure (with staff) that Support Workers have the appropriate equipment to do the work they are assigned.
• Ensure (with staff) personnel records for AAC employees are complete and maintained and are compliant with AAC policy including completion of employment compliance checks.
• Answer AAC phones, handle queries, direct calls appropriately and distribute messages promptly and accurately.
• Action and respond to messages via coordinators inbox and MessageMedia promptly and appropriately and ensure no urgent queries/requests/changes are missed.
• Accurately and promptly document in Visual Care any changes, cancellations, adverse events, or other information you become aware of in line with documentation guidelines.
• Prioritise in-day rostering tasks including attending to changes received via phone, email and SMS and ensure that all services are covered with an appropriate Support Worker, changes are confirmed in writing and documented accurately in Visual care.
• Confirm all service changes or rostering changes in writing.
• Ensure Clients (or appropriate contact) is advised of any changes or delays to their scheduled service.
• Ensure the Support Workers have access to the required information for services they are to attend.
• Engage in team meetings and raise any issues with Services or Support Workers that may impact workforce capacity
• Complete After Hours Coordination responsibilities (rotational roster). - Service Administration:
• Process Support Worker availability changes and leave requests.
• Record all feedback and reporting received from Support Workers and pass on to the appropriate contact.
• Maintain and ensure the following Visual Care data remains up to date and accurate:
• Clients contact information e.g. address, phone number, email.
• Key contacts e.g. case manager, Program Manager/Coordinator, emergency contacts.
• Clients Support Planning and Support Worker allocation.
• Clients task/skill requirements and preferences.
• Support Worker contact information.
• Support Worker available planning.
• Support Worker, skills and preferences.
• Upload Support Plans to the AAC website and ensure appropriate security access is maintained to authorised personnel only. Remove out of date Support Plans.
• Process Evaluation Forms, maintain list of Evaluation completion dates.
• Process Client Exit Checklists.
• Assist with termination tasks for exiting Support Worker as required. - After Hours Coordination:
• Answer/screen 100% of calls during After Hours period and respond appropriately within 15 minutes maximum of the call being made.
• Enter and document Support Worker unauthorised absences / sick leave accurately into VISUAL CARE as required.
• Enter and document 100% of service variations accurately in VISUAL CARE.
• Assign suitable Support Workers to services as required, e.g. with the appropriate attributes and skills to meet the service requirements.
• Give Support Workers information about the service they are to deliver and access to Support Plans where appropriate.
• Notify Clients (or their appropriate contact) of any changes to their services.
• Communicate appropriately with AAC Support Workers and AAC Clients via phone, SMS, email as required.
• Make decisions on after hours adverse events including authorising exceptions in line with the After Hours guidelines.
• Respond appropriately to emergencies and adverse events in line with AAC guidelines. - Other duties:
• Identify, report, document and resolve Adverse Events and ensure adverse events logged by other team members are followed up on appropriately.
• Assist with Quality and Risk Management Activities as requested.
• Ensure (with staff) a consistent and appropriate on-call service is provided in line with policy.
Good luck and God Bless!