Support Coordinator

The Lifewise Trust [Lifewise] is a community organisation with over 150 years of history, rooted in the Methodist Church of New Zealand Te Haahi Weteriana o Aotearoa. Lifewise work together with marginalised people to create better service and solutions to enable their full participation and ability to thrive. We are dedicated to fostering a society where everyone feels valued and has a sense of belonging.

Our Health and Disability Services focus on providing comprehensive care and support to a diverse range of clients of varying ages and needs.

The Support Coordinator is responsible for scheduling a team of Community Support Workers who deliver home and community support services (HCSS) primarily in Auckland’s central suburbs’ (which usually excludes the North Shore, West Auckland and Counties Manukau). This position is essential in ensuring Lifewise Health and Disability Services provides a high-quality service to our clients and stakeholders.

THREE TRUST VALUES

Compassion Arohanui

Courage Maia

Respect Whakaute

Integrity Ngakau Pono

Who You Report To

• Support Coordinator Team Leader
  
  

Who Reports To Me

• No direct reports
  
  

KEY WORKING RELATIONSHIPS

Internal

• Support Coordination team
• Administration team
• Community Support Workers
• Health and Disability Leadership team
• Lifewise clinicians and Disability Outcomes Coaches
• Shared services representatives (including IT)
  
  

External

• Clients’ families and whānau
• Needs assessment and service coordination (NASC) staff
• Health professionals.
  
  

LEVEL OF DELEGATION

• As stated in The Three Trusts Policy on Delegated Authorities
  
  

Client Focus

WHAT YOU’RE RESPONSIBLE FOR

• Using the client management system to ensure optimal scheduling of Community Support Workers delivering services to our clients
• Developing and maintaining effective relationships with Health and Disability service staff to maintain a high level of professionalism, and quality of service to clients
• Ensuring timely and effective communication between clients, families and staff in all aspects of service delivery to ensure prompt and effective service delivery
• Supporting Case Managers to implement new client services as required
• Coaching and supporting staff and families of palliative clients.
  
  

Quality

Assist in managing the quality of the services provided to our clients through risk management, Health and Safety audits, orientation, coaching and training by:

• Continuous Improvement: Identify and suggest strategies to address issues and promote continuous improvement within the service.
• Contributing to the operational delivery of the service by attending staff/team meetings and forums as required.
• Training and Development: Complete all required training, which may include on-the-job training, attendance at appropriate courses, or completion of eLearning.
• Orientation Support: Assist in the orientation of new team members when required.
• Communication: Actively communicating risks, hazards, incidents, feedback and suggestions for service improvement to the H&D leadership team.
• Managing incoming calls from clients, their family members, and Community Support Workers including escalating as required
• Upholding the importance of individualised care and support for people with diverse backgrounds, capabilities, health status and personal goals with all staff.
• Communicating clearly and working collaboratively with individuals, families, whānau, co-workers and health professionals.
  
  

Health And Safety

• Comply with all the rules, policies and procedures covering health and safety published by Lifewise.
• Report all incidents, accidents and near misses that occur during work, this includes working with Community Support Workers to ensure they correctly report any health and safety incidents, and they are escalated and investigated appropriately.
• Actively participate in any health and safety initiatives and contribute to improving health and safety practices
• Use any provided Personal Protective Equipment as required
• Take reasonable care for your own health and safety
• Take reasonable care that your acts or omissions do not adversely affect the health and safety of other persons.
  
  

Cultural Competence

• Understand the position of Māori as the tāngata whenua and demonstrate a commitment to the principles of the Treaty of Waitangi and an openness to understanding the application of the articles of Te Tiriti in the context of The Lifewise Trust.
  
  

Note: The above performance standards are provided as a guide only. Performance measures will be discussed between the team member and manager as part of the performance planning and review process.

Essential

WHAT SKILLS & EXPERIENCE YOU NEED

• A genuine commitment to delivering high-quality support to individuals with disabilities or health issues
• Maintaining respect, a positive attitude and professionalism in all interactions
• Ability to maintain confidentiality
• High level of resilience, with an ability to cope with changes and to be flexible
• Understanding of the Treaty of Waitangi and commitment to meeting the cultural needs of Māori
• Ability to apply practical reasoning and exercise sound judgement in various situations
• Ability to work under pressure using highly effective verbal communication, and computer-based skills
• Flexibility in your ability to adapt to the changing needs of the role as determined and directed by your Line Manager
• Ability to prioritise, in conjunction with your team, to ensure all individual and group tasks are completed in a timely manner
• Desire to work in a team that supports one another and resolves conflict in a professional manner.
  
  

Desirable

• 3 years’ experience in the delivery of Health and Disability Services
• Experience using a database client management system in a Health or Disability Service.