Job Title Client Relationship Consultant – Level 1
Reports to: Team Manager
Group Operations Direct Reports: N/A
Company Location Franklin St, Adelaide
About My Plan Manager (MPM)
My Plan Manager is the most experienced plan management provider in Australia, with a dedicated and friendly team, offering flexible support.
It is our mission to offer individualised financial management, in meaningful and transparent ways, so that the initial complexities and ongoing responsibilities of being an NDIS participant don't get in the way of clients living their best life.
Purpose
Reporting to the Team Manager, and working as part of a demographic team, this role is responsible for
providing administrative level support to ensure high standards of service delivery for MPM clients. This role will work under general guidance to contribute to the provision of quality-driven and person-centred plan management services to MPM clients and their key people to ensure clients maximise the use of their funding and achieve their disability-related goals.
Position Outcomes
- To contribute to the successful achievement of a high level of client satisfaction and retention.
- To provide support to Level 2 and Level 3 Relationship Consultants to ensure the Client is maximising the utilisation of their funding.
- To proactively participate in self-development with a view to moving towards a Level 2 Relationship Consultant role.
- To help support the business to minimise the risk of client overspending or misuse of funding.
- To promote the reputation of MPM as a trusted 'provider of choice' for Plan Management Services.
Responsibilities include: Budget Management
- Establish and review routine budgets.
- Communicate with clients the value of budget/milestone conversations and book budget discussions.
- Complete all canned response milestone contacts as per required schedule.
- Produce and distribute monthly budget reports at the request of clients.
- With the support of more experienced MPM staff conduct the following:
- Develop client awareness of budget utilisation relative to their NDIA Plans.
- Assist clients to make informed decisions relating to their NDIS funds.
- Complete budget set up calls, with follow up as required
- Complete budget review calls as per appropriate schedule
- Produce and distribute monthly budget reports at the request of clients.
Plan Review and Reconnections
- With the support of more experienced MPM staff conduct the following:
- Liaise with clients at the 9 and 11-month milestone checks with a view to providing advice and support to clients regarding forthcoming Plan Reviews and information MPM can provide to support.
- MPM reconnection processes, including information requirements.
- Liaise with Level 3 Client Relationship Consultants in relation to:
- Matters to be resolved before the end of a Plan ensuring that we communicate back to the client as appropriate.
- Remedial actions to retain the client account as required
- Actions advised by the client (including support for self-management and possible exit processes).
Payment Assurance
- Under general guidance, ensure client funds are used in accordance with the requirement of the NDIS and MPM policies, procedures and protocols having a regard to the need to build underpinning knowledge relating, but not limited to:
- Clients rights in respect of 'choice and control'
- Clients plans
- Underpinning an understanding of disability awareness and the impact of disability
- Disability-related funding parameters
- NDIA requirements (e.g. price guides, assistive technology, disability health-related supports
- and mainstream services).
- Liaise with level 3 Client Relationship Consultant staff in relation to:
- Supporting client choice and control
- Supporting clients to liaise with the NDIA relating to non-routine payment assurance enquiries
- Liaising with Providers of services and key support people of clients as appropriate.
Feedback and Complaints
- Under general guidance, ensure that all policies and protocols in regards to managing client feedback and complaints are followed by:
- Responding to Level 1 client feedback and complaints in a timely and polite manner in accordance with MPM values, policies and delegations
- Documenting all feedback and complaints in Salesforce
- Ensuring key client directions resulting from feedback received are documented as a client critical note if required.
- Making clients aware of MPM processes including the online complaint management process
should they wish to make a formal complaint?
Accurate Maintenance of Client Records
- Ensure all client records are updated and maintained in a timely and accurate manner
- Ensure client case notes are written in accordance with MPM requirements.
- Ensure client records (data & information) are protected in accordance with MPM policy and procedure.
- Ensure all telephone communication is conducted in line with MPM values and expectations, including relevant protocols, scripts and work instructions.
Draft Invoices
- Ensure all draft invoices are in alignment with MPM invoice payment processes
- Ensure decisions are made in line with appropriate delegations and permissions (including client approvals as required)
- Ensure decisions are made with regard to NDIA compliance requirements.
Administrative Support
- Provide routine administrative and clerical support to the team
- Undertake routine processing tasks in accordance with requirements
- Provide direct administrative support to the Team Manager as required.
Client Safeguarding
- Operate within MPM policies and protocols and the direction of the Team Manager to:
- Ensure all allegations involving "reportable incidents" are fully documented on Salesforce and reported to the MPM Quality and Safeguarding team.
- Ensure all case notes accurately reflect the information provided
- Co-Operate any assessments and investigations as may be required
- Ensure that all client personal and sensitive information is protected in accordance with legislated requirements and all MPM policies by:
- Making sure that client permissions relating to informed consent and authorities to obtain and release information are regularly (at least 12months) updated with the client or nominated person unless otherwise directed.
- Liaising with clients in respect of a request to release information where prior consent has not been obtained and maintain/update records accordingly.
- Reporting all privacy breaches in accordance with MPM policy and protocols.
Continuous Learning
- Build and maintain relevant skills, knowledge and experience by actively participating in team meetings and providing ideas for service improvement.
- Maintaining knowledge of MPM policies and procedures.
- Fully participating in Performance Reviews to ensure professional development needs are adequately identified and addressed.
- Assisting more senior staff in specific projects or cases with a view to improving learning and knowledge.
Work Health and Safety
- Comply with all MPM Work, Health and Safety Policies and Procedures and to comply with all reasonable instructions to ensure the Work, Health and Safety of all individuals.
- Report any Work Health and Safety incidents or issues to the appropriate Team Manager/Leader.
Quality Assurance
- Fully comply with all MPM Policies, Procedures and work instructions
- Fully comply with NDIS Code of Conduct
- Ensure Reportable Incidents (or allegations) are reported to Quality and
Safeguarding
- Ensure complaints are managed in accordance with MPM Policy and NDIS Statutory Rules and that clients wishing to make a complaint are advised of MPM complaints policy and their rights to refer matters to the Commission or have independent support
- Provide feedback to the Risk and Quality Assurance Team in respect of opportunities for improvement
- Participate in service audits as may be required from time to time
- Follow all MPM requirements and work instructions in relation to the use and protection of MPM ICT systems and the associated protection of data.
Delegations
- Undertake work in accordance with the requirements of the position and not to offer 'advice' (financial or otherwise or provide 'advocacy' services to clients or their key support people other than as set out in this document.
- Refer all matters outside of MPM Policy and/or NDIA guidelines to the appropriate Team Manager or Service Delivery Manager.
Qualifications, Skills & Experience
Essential
- Previous experience in a role where high levels of internal customer service have been provided.
- Previous administrative experience providing service that requires high attention to detail.
- Strong interpersonal skills with the ability to build relationships and connect with clients to really understand individual needs.
- Strong communication skills both written and verbal.
- Proven ability to work collaboratively as part of a team.
- Ability to work in accordance with MPM values and ethos
- Proven ability to be flexible in the workplace to be able to meet changing demands.
- Intermediate level knowledge of Microsoft Office suite – Word, Excel & Outlook
Desirable
- Knowledge of the NDIS Act 2013 and services relating to people with a disability.
- Knowledge of NDIA or other Commonwealth Programs
Worker Screening Clearances
All roles within MPM require an up-to-date Working with Children Clearance and Disability Services Employment Screen (or equivalent State Government clearance allowed for under NDIS Statutory Rules)