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PARAPLEGIC & QUADRIPLEGIC
ASSOCIATION OF SA INC
POSITION DESCRIPTION
1. Position Identification
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Position Title
Client Services Officer
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Division
HomeCare+
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Type of Appointment
Full-time
2. Accountability Statement
The Client Services Officer is accountable for ensuring that the needs of HomeCare+ clients
are fully satisfied in an effective, timely and professional manner, in accordance with the
clients’ individual care agreements.
3. Key Accountabilities
The Client Services Officer is accountable for:
3.1 Liaison with Funding Bodies
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Liaison with case managers and funding bodies to establish both current and new client
care agreements.
Setting up and maintaining client information and client contact details to ensure client
information is current.
Maintaining regular contact with case managers and funding bodies to ensure any
changed client needs are readily facilitated.
3.2 Client Care
 Ensuring each client is provided with the agreed level of client care service.
 Develop and maintain individual client Support Plans that document the steps to be
undertaken by a Support Worker in providing support to clients.
 Establishing and maintaining a full client care roster in accordance with the care
agreement.
 Ensuring any out of hours or emergency care needs, as required by the client are met.
 Maintaining regular contact with each client and keeping accurate and up to date records
of the services provided and any matters related to the health and wellbeing of that client.
 Providing advice and training to clients to enable them to successfully manage their care
needs.
3.3 Managing the Home Based Care Service
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Facilitating the development of effective Support Worker teams.
Participating in the selection process for Support Workers.
Assigning appropriate Support Workers to the individual client rosters.
Providing direction, advice and support for Support Workers.
Continual appraisal of Support Workers in the performance of their duties.
Facilitating open and timely communication between clients and Support Workers.
Addressing specific requirements related to the Respite House in Mount Gambier and
Millicent (when programs running).
Position Description- Client Services Officer
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4. Management Focus
In fulfilling the Key Accountabilities, the Client Services Officer will:
 Ensure the application of the HomeCare+ commercial principles in the delivery of the care
services.
 Ensure appropriate organisational policies are complied with.
 Ensure that timely and accurate reports on client services are provided as required by
management.
 Assist in the investigation and sourcing of new business opportunities for HomeCare+.
 Provide advice and support to other Client Service Officers within HomeCare+.
 Ensure that client services are provided in accordance with care agreements.
5. WHS & E Responsibilities
The primary responsibility of all workers under the Work, Health and Safety Act 2012 sec 28
“Duties of Workers” is to take reasonable care of yourself and others. To comply with this
responsibility workers must:
 Comply with any direction or instruction aimed at protecting the health and safety
 Co-operate and consult with management and colleagues in the promotion of
health and safety matters.
 Use safe working methods to maintain safe working conditions and avoid adverse
effects on the health and safety of other employees
6. Equal Employment Opportunity
 Demonstrate and promote equal employment opportunity principles in the work place.
7. Performance Standards
The performance of this position will be assessed on the following, using a performance
enhancement program with, as appropriate, relevant performance indicators, e.g.:
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The efficient and effective filling of client rosters.
The satisfaction of clients with the care provided.
The number of new clients sourced.
The quality, manner and timeliness of presenting advice and reporting to the Manager:
South East Division.
 The observance of workplace health and safety requirements.
8. Organisational Relationships
 Responsible to the Manager, HomeCare+, South East.
9. Qualifications and Experience
The following qualifications and experience are essential or desirable:
 Qualifications in human services or related disciplines are desirable.
 Practical experience in the delivery of human services is highly desirable.
 Working knowledge of the Disability Sector is desirable.
 Advance experience in the use of computers is essential.
The Client Services Officer should possess:
 Effective verbal and written communication skills.
 A demonstrated ability to work in a team environment.
 A high degree of organisation skills including the ability to direct and manage other staff.
Position Description- Client Services Officer
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10. Special Conditions
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The initial appointment includes a probation period of six months.
Current drivers licence is essential.
Some work outside of normal business hours will be required.
Providing back up support to Support Workers after hours as per roster.
Current DCSI Child-Related Employment Check with a least six months validity.
Prepared by: Manager, Human Resources
Date issued:
Chief Executive Officer: Peter Stewart
Signature:
Manager: Krystine Howard
Signature:
Incumbent:
Signature:
Position Description- Client Services Officer
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