Careers

About the Organisation

Empowering people with disability to live life the way they choose is at the heart of how Life Without Barriers has operated for over 25 years. This is an exciting opportunity to join our team and continue this mission. Support people with disability to have the choice, control, and independence to live their best life. If you’re passionate about inclusivity, respect, and making a meaningful difference, this is the career move for you.

Life Without Barriers is a leading social purpose organisation of 8,000 employees working in more than 500 communities across Australia. We support children, young people and families, people with disability, older people and people with mental illness. We work with people who are homeless and refugees and asylum seekers. Join a community of people dedicated to breaking down barriers.  

We want to employ people who reflect the diversity of our clients to ensure we can support each client's individual needs and wants. We encourage people of Aboriginal and Torres Strait Islander background and people with disability to apply.

About the Role
Partner with internal and external stakeholders to drive the sustainable growth of Life Without Barriers (LWB) Disability and Mental Health Services. Leading a team of six Engagement Officers, ensure the delivery of an exceptional customer experience to current people we support and people enquiring about our services. This role is permanent full time where the successful candidate can be located from anywhere on the East Coast with flexibility to work from either home or one of our offices.

Key Responsibilities

• Develop and implement an organisation-wide approach of our engagement practices with people we support
• Drive the transformation of Engagement processes toward a person led customer service model
• Partner collaboratively with Operational leaders to ensure relationships with people we support, their families, support coordinators and others important in the person’s life are fostered and maintained
• Identify targets based on revenue goals across service channels, recognising opportunities and introducing strategies to optimise conversion and retention rates
• Support Disability and Mental Health Senior Leaders in the development and delivery of jurisdictional growth strategies to support ongoing financial sustainability
• Be a subject matter expert on all LWB products and services, relevant industry funding streams and their associated rules, and industry legislation and practice standards
• Provide training and information sessions for staff, people we support, and their support networks to develop their understanding of funding and intake pathways in NDIS, DSOA, and Mental Health sectors
• Model and lead a customer service-driven culture necessary to embed standards, behaviours and practices consistent with LWB values, work health and safety legislation, and policy & legislative requirements.
• Lead the development and execution of continuous improvement initiatives that will drive quality, person led, customer experience, service and productivity improvements.

Skills & Experience

• Tertiary qualifications or equivalent in human services, or similar areas
• Demonstrated experience working in the Disability and/or Mental Health Sector, and with the NDIS/NDIA.
• Demonstrated experience establishing and leading customer service functions within a human services environment.
• Ability to support organisation-wide initiatives that support Life Without Barriers’ strategy, purpose and values.
• Relationship focussed with experience partnering with a range of stakeholders including peers, employees, external organisations, funding bodies and government agencies.
• Excellent written and verbal communication skills and ability to prepare high level written products inclusive of reports, letters, emails and other written forms.
• Ability to handle sensitive material, demonstrate a high level of confidentiality, and operate with integrity and honesty.

How to Apply

Include your resume and covering letter in one document, click ‘Apply’ and follow the prompts. For any enquiries including requests for adjustments, contact Mikaella Latimore at recruitment@lwb.org.au

Applications close at midnight on 27 January.