Service Delivery, Wallara Australia

GENERAL MANAGER – SERVICE DELIVERY

More than a career ON A MISSION to Make Social Change Happen for People with Different Abilities. Wallara has been providing support to adults with different abilities for more than 50 years. We deliver support differently. We specialise in helping clients to GROW, EXPLORE, LIVE & WORK.

WALLARA WAY YOUR ROLE HOW YOU WILL BE MEASURED BE CREATIVE & PUSH THE BOUNDARIES Take a strategic approach in your role. Bring your Looks to innovate on a regular basis and takes a expertise in the partnering, stakeholder engagement creative approach to delivering outcomes and business growth to the SLT table to impact on strategic initiatives for the organisation. Effective networker

Connect and network to keep up to date with Sets goals and takes calculated risks for the innovative practices. Attend sector and NDIS organisation and team and pushes the workshops/forums to ensure your understanding of our boundaries in terms of the wider community’s operating environment, and to ensure Wallara is involvement with disability leading the way! Is always seeking to improve the performance Negotiate excellent partnerships with corporates to of their area or the organisation create great opportunities for our clients within the four pillars of change (work, social participation, valued social roles, education)

Sell the bigger mission of Wallara to your team and implement ‘Social Change’ initiatives. THINK CLIENT FIRST Make sure we are delivering customer centric services Seeks to understand the client’s motivation and to meet client demand and be excellent at stakeholder desires management including liaising with families and individual clients. Delivers excellent client service Effective at finding win-win solutions Be across the future wants and needs of clients to ensure Wallara is ahead of the game throughout and Feeds important information up to effect beyond the NDIS rollout. change and ensures local information is known

Understands and demonstrates human rights, dignity and respect DO THE RIGHT THING Deliver on people, operational and strategic tasks in the Understands and is committed to how their role areas of: delivers on the larger mission of the organisation Policy and procedure Does what that say they will do  Oversee and manage policy and processes for streamlined service delivery Behaves in an honest, respectful, open manner

Uses time effectively to achieve outcomes and is on time to work/meetings/training Marketing Completes all required paperwork and follows  Work with central intake on an attraction and procedures retention strategy for clients Ensures a quality service is provided Follows organisational compliance requirements Compliance, funding and service agreement management

 High level incident management and corrective action implementation

 Understand and deliver to service agreements with funding bodies

 Quality reviews as required

Financial

 Prepare and manage the annual budget for the division, monitor income and expenditure and support the Area Managers in taking appropriate and timely measures to address variances

 Understand NDIS pricing framework

Strategy

 Prepare the division for the NDIS change

 Lead and collaborate on projects across the business as required

 Implement organisational strategy and adapt based on changes and opportunities within the environment

 Link strategic objectives to day to day to operations and ensure direct managers understand their role in execution

 Manage both short term and long term business objectives

Administration

 Produce effective written and verbal reports

Follow and promote Wallara policies and procedures

Work safely and be effective at risk management

TOGETHER WE MAKE A DIFFERENCE Work with SLT, corporate services and Logistics to Has a flexible and adaptable approach to fit in achieve joint goals. Contribute beyond your division to with the team and individual’s needs the wider organisations mission

Be a great leader who listens to the team, knows them as individuals, is decisive but consultative, follow up on Is mindful of others in the team their needs, create fantastic development plans for your direct reports so they know where they are going and can become the best at being themselves. Seeks to understand others Develop them through a facilitation and mentoring approach to assist them to navigate the delivery of objectives Promotes a friendly cooperative climate Assist them to remove barriers and connect them with the right people in the organisation Ensure the team is prepared and comfortable to Takes a flexible approach and is respected as a provide honest and valuable feedback, because they good Wallara Ambassador can trust you to listen and learn Excellent leader - who leads a high performance team

Direct reports have complete control over their work

The team has honest discussions about strengths and weaknesses of self and team and ensure the team works to each other’s strengths and weaknesses

Information flows across the team

HAVE FUN AND CELEBRATE AWESOMENESS Shine a light on good performance – celebrate with Identifies emotions in others and adjusts their stories and contribute these into Wallara’s social media approach to suit the situation program

Its’ your job to make sure your team celebrate their own achievements. Encourage a positive mindset Influences other’s thinking and behaviour within your team that is supportive and celebrates awesomeness Is empathetically assertive when needed

Have fun and a laugh with your crew

Be open, honest and humble – hey we all make Supports people to achieve their goals whilst mistakes (just learn from them on your path of having fun continuous improvement) Ensure the culture supports the Wallara Way of Making Social Change Happen for people with different abilities Celebrates achievements of team and feeds these into Wallara’s social media program and other recognition programs

Is clear and transparent and provides the ‘why’ when explaining decisions

Takes action on the decision

BE EXCEPTIONAL Know thy self! Know your strengths and excel with Has a high level of self-awareness them. Know your weaknesses and work with your manager to build skills, or delegate those things you’re Helps others by understanding their needs and not so great at, to someone else, or get support from feelings and being sensitive/empathetic to your peers. Be comfortable with people talking about others your strengths and helping to support your weaknesses. Behaves with high level self-control Use your effective interpersonal skills to prevent and resolve issues and to build exceptional professional Is extremely trustworthy and very conscientious relationships with all stakeholders, from clients, co- Pays attention to ensure t’s are crossed and I’s workers and through to the broader team. are dotted

Be a change champion and ensure that the messages Works independently you hear at management meetings flow through to your team. Make them feel comfortable, acknowledge Can plan and organise their work effectively to their fears and concerns and support them as a team on achieve outcomes on time a journey together. The only thing that is certain is that change will be a constant. Understands the operational environment and adapts accordingly Support us in making Wallara a great place to work! Identifies issues, obstacles, and opportunities and then develops and implements effective solutions

Recognises problems as an opportunity for solutions and learnings

Creates change through ideas and taking those up the chain

Good, active listener - asks questions, clarifies, gets message across clearly

Knows the team as individuals

Ensures the message has been understood

Encourages sharing of ideas

Fosters open communication

Is receptive to good and bad news

Understands what is being said and including nonverbal cues

Adapts style to achieve best outcome

Strong written communication

Reports to…Chief Executive Officer

Direct reports…. Regional Manager and Area Managers

Division… Service Delivery Must have….

 An understanding of the NDIS  Tertiary/post graduate qualification in a management discipline  Strong operational senior management experience, preferably in a social purpose or health organisation  Strategic leader with excellent partnering and business development skills  Skilled at developing networks with key decision makers, internal/external stakeholders and relevant external organisations  Demonstrated experience in financial management, budgeting and analysis  Strong understanding of industrial instruments and positive culture building HR practices  Proven experience with implementing process improvement, organisational strategic change and the ability to identify proactive solutions

I have read this document and agree to undertake the duties and responsibilities listed above and according to the Wallara Way I acknowledge that:  The PD is an indication of the duties and responsibilities that I may be required to undertake. Additional or other duties and responsibilities may be allocated to me. Where additional training and support is required to fulfil extra or other duties of a similar level of responsibility, it will be provided within the guidelines of Wallara  I am fit and able to perform all the required tasks relating to the position  The PD will be reviewed regularly in consultation with me  I will adhere to Wallara’s Code of Conduct and other key policies

Incumbent:

Name: ______

Signature: ______Date: ______