Relationship Partner Lead

Working at Melba Support Services (Melba)

We support people with disability to live the life they want.
We have a Zero Tolerance approach to violence, abuse, neglect, and exploitation.
Every member of the Melba community is committed to The Melba Way Charter, our vision, purpose and values.
Melba aims to create welcoming and respectful workplaces that promote inclusive and collaborative working relationships.

About Melba
For over 50 years Melba Support Services has been providing services to people with disability. We are a registered provider who focus on supporting people to dream big, embrace life and do what they choose and value.
Our commitment to human rights for all people living with disability underpins everything we do. We support people to achieve the goals they choose and live the life that they want, the person comes first
Melba won the 2023 National Disability Award for Excellence in Service Quality.
What is the Melba Way?
Melba's approach is built on a human rights values-based framework. Our purpose is to open up a world of opportunities for people to live a fabulous life. The Melba Way is how we go about doing this.
Each person is individual and unique. The Melba Way honours and sustains this by creating, maintaining, and refining individualised person-led service, minute by minute, hour by hour and day by day.
We do this one person at a time.
Department Purpose
The Enquiry, Engagement & Planning function works to ensure a 'best in class' experience for all engaging with Melba. People Supported, their families and nominees will benefit from a personalised journey facilitated by a dedicated Relationship Partner responsible for understanding a person's needs, facilitating access to required service and supports to meet their needs, and providing ongoing assistance to ensure these services and supports keep in step with new requirements and preferences.
Position Purpose
To lead a team of Relationship Partners in the Engagement, Planning and Enquiry function. To deliver a high level of quality enquiry, engagement and planning services to people with disabilities.
What you'll be doing (Key accountabilities)

Mentor, coach, and coordinate the Relationship Partners and Assistant Relationship Partners.
Manage delivery of support services, focusing on strengthening people supported's ability to design and build their supports, and linking broader support systems.
Focus on supporting the person supported to direct their lives, understanding their funding, identifying their expectations from services, and designing services according to their preferences.
Coach the person and work with them to develop capacity and resilience within their network.
Assist the person in building and maintaining a resilient network of formal and informal supports.
Develop the capacity for the person to implement and manage their supports and network more independently over time.
Support the person in enacting their choice and control.
Respond to enquiries from people with disabilities, their nominees/representatives, and families about services that meet their identified needs and goals.
Collect, document and allocate all enquiries received while on duty in the relevant Melba email inboxes.
Ensure that in delivering services, Melba and its staff respect and safeguard individuals' human rights at all times.
Build relationships and partnerships with organisations that assist in creating opportunities for participants who purchase support coordination services from Melba.
Ensure a coordinated response to learnings from incident reports, complaints, and/or quality of care reports.
Adhere to legislation, program guidelines, and accreditation standards, ensuring accurate data management, compliance with policies and procedures.
Contribute to continuous improvement initiatives by meeting targets and key performance indicators, working within quality frameworks, and attending relevant meetings.
Uphold human rights and ensure a safe working environment for all stakeholders, sharing effective practices to build a strong health and wellbeing culture.
Undertake any other additional responsibilities as directed by your manager.

Your Background (Skills and attributes)

Demonstrate coordination, mentoring and coaching skills.
Excellent service delivery skills.
Demonstrated commitment to service excellence and human rights.
Strong interpersonal skills and ability to form effective working relationships with colleagues, management, families, and external bodies.
Effective communication skills (language and literacy) with a demonstrated ability to maintain accurate and legible records.
A strong understanding of when and how to engage allied health or other professional expertise to ensure the health and well-being of the person supported.
The ability to adopt communication techniques that respond to the unique needs of each person.
High attention to detail, ability to prioritise tasks, meet deadlines, and work effectively both independently and as part of a team.
Quick to adapt to modern technologies, including proficiency in Microsoft Office suite and capacity to learn in-house database systems.
Experience in supporting people with disabilities and their families.
Ability to take on responsibility and accountability to drive positive change.
Willingness to collaborate and build positive relationships, demonstrating a resilient and adaptable mindset.
Can bounce back from setbacks to navigate challenges.
Bring a flexible, positive, and self-motivated mindset to your interactions every day.
Tertiary qualification in Human Services advantageous but not mandatory.

Requirements

The ability and relevant driver's license to perform travel to different Melba sites or other locations to manage stakeholder relations.
A current NDIS Worker Screening and Working with Children Check.
Compliance with OHS&W regulations, legislation, and Policies and Procedures is required.
Successful completion of pre-employment safety screening checks, mandatory training, and their subsequent renewals is necessary.

Occupation Health Safety and Wellbeing (OHS&W)

Take reasonable care for their health, safety, and wellbeing and that of others.
Observe safe systems of work.
Follow OHS&W policies and procedures.
Report hazards, near misses and incidents in accordance with the agreed incident reporting system.
Contribute to a positive culture in relation to OHS&W and participate in consultative structures.

Benefits
Inclusion at Melba
Melba Support Services recognises the contribution that a diverse workforce makes to continuous improvement and service delivery and is an Equal Opportunity Employer. Melba Support Services values diversity and encourages applications from Aboriginal and Torres Straight Islanders. People with disabilities and from culturally and linguistically diverse backgrounds are also encouraged to apply. Melba Support Services is committed to making reasonable adjustments to the recruitment process and day-to-day work. As a provider of supports and services to children, Melba is committed to ensuring that every child feels safe and respected. All Melba staff and volunteers have a responsibility to make sure that children's wellbeing and safety comes first.
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