Client Services Manager
Connecting Skills Australia is a not-for-profit community business providing support services to
people with a disability or disadvantage. We provide a range of services including employment
services, transition to employment services, day services and individualised packaged services. With
a strong leadership base and solid corporate governance structures, Connecting Skills Australia is a
focused and responsive organisation that delivers quality services.
 Mandatory:
 A police check
 Current full Victorian drivers’ licence
 Physically fit and able to perform manual labour
Part A: Organisation Values
Our Vision:
Creating Life Options, Maximising Service Opportunities
Our Mission:
To create integrated, accessible, sustainable quality services
Our Values:
Equity and Empathy; Honesty and Trust; Integrity and Accountability; and,
Respect and Dignity.
Our Core Business: Facilitating the linkages and access to service and resources that enhance
individuals’ lives.
Part B: Position Specification
Client Services Manager
Organisation:
Connecting Skills Australia
Staff Name:
TBC
Department:
Client Services – Day Services
Location:
32 Cranbourne Road, Frankston
Employment Type:
Permanent, Full-Time
Award:
Common Law Contract
Reporting structure: Reporting to: General Manager Client Services
Direct reports: Client Services Coordinator
Position statement
In this role the incumbent will be required to effectively manage the daily operations of one of
Connecting Skills Australia’s Day Service Sites under the direction of the General Manager Client
Services and through strategically planned and managed processes. This will involve aspects of
human resource management, OHS management, quality assurance, client management, financial
management, marketing and future development. The desired outcome of this role will be
measured by key results areas.
Document Title: Client Services Manager Position Description
Version No: 5
Date of issue: 09/09/2014
Department: Client Services
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Key result areas
Human Resources
OHS Management
Quality Assurance
Client Management
 Monitor the performance of the Client Services Coordinator to ensure
they are fulfilling the requirements of their position.
 Complete quarterly supervision meetings with the Client Services
Coordinator, provide performance feedback, identify training and
professional development opportunities and complete required
documentation.
 Complete annual appraisals for the Client Services Coordinator, provide
performance feedback and complete required documentation.
 Oversee the Staff Recruitment, Selection and Induction process for all
staff.
 Ensure compliance across the site with all OHS policies, procedures and
other processes and if required implement corrective actions within a
timely manner.
 Immediately report to line management any OHS incidents or hazards.
 Ensure the site maintains compliance with relevant standards,
certifications, government requirements and the Integrated Management
System.
 Ensure the Client Services Coordinator, Senior Support Staff and other
support staffs are completing all relevant record keeping, report writing,
planning, incident reports and other paperwork within set timeframes.
 Complete own paper work requirements as directed by the General
Manager Client Services which may include developing, updating and
implementing Client Support Plans as required (i.e. Person Centred Plans,
Individualised Support Plans, Communication Profiles, Behaviour Support
Plans, etc) and/or other client related documentation for any client
attending the service.
 Report to relevant government departments as required and within set
time frames.
 Ensure RIDS reporting required for DHS is completed within set
timeframes.
 Provide the General Manager Client Services with a monthly report as
detailed in the relevant procedure.
 Manage the initial meetings and induction process with clients and their
parents/carers in conjunction with the Client Services Coordinator.
 Oversee the development and implementation of all group and individual
activities to ensure that they are engaging, focused on building
individuals capacity and are based on the principles of community
inclusion and person centeredness.
 Oversee the development and implementation of all Client Support Plans
and client documentation.
 Be responsible for the evaluation of programs and ensure that all clients
are on target for achieving their goals as documented in their Support
Plans.
 Develop and evaluate in conjunction with other service providers
Behaviour Support Plans (BSP) for individuals requiring Behaviour
Document Title: Client Services Manager Position Description
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Date of issue: 09/09/2014
Department: Client Services
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Financial
Management
Marketing
Future Development
Management Strategies &/or are subjected to Restrictive Interventions.
 To coordinate and manage the vehicle fleet on-site including the
coordination of the transportation runs, taxis and act as emergency driver
if required.
 Monitor the income and expenditure of the site to ensure budget
expectations are met.
 Implement corrective actions as required.
 Be the main point of contact for all enquiries and referrals for potential
clients to your site.
 When required complete in person visits to schools and meet with FFYA
Coordinators and Transition Coaches/Planners to provide information on
CSA’s services.
 Work towards increasing the number of clients at your site, work
collaboratively with other CSA departments and refer clients when
appropriate.
 Advise the General Manager Client Services on future service needs.
 With the assistance of the General Manager Client Services develop
future service and business opportunities.
Responsibilities
Other responsibilities include:
 Lead and motivate the staffing team and ensure they have clear direction on their duties and role
definitions.
 Work closely with staff to ensure their motivation and compliance, including undertaking direct
client support as required.
 Provide a safe and supportive work environment for all staff, students and volunteers.
 Assist the General Manager Client Services and other executive managers of CSA as required.
 Complete all reporting requirements for RIDS.
 Follow up on all maintenance issues as required and inform/get approval from the General
Manager Client Services on major maintenance costs.
 Ensure staff are working towards community inclusion and person centred principals.
 Ensure staff compliance with relevant acts, legislation, accreditation and other Connecting Skills
Australia requirements.
 Act as a key liaison person for families, carers and other professionals as required; including but
not limited to questions, queries and complaints. Implement the complaints process when
required.
 Ensure staffing team demonstrate their ability to respect the dignity, rights and choices of clients.
 Provide staff with supervision, support, general information, corrective feedback, educational
opportunities and follow up regarding their work performance both verbally and in writing.
 Monitor all aspects of program activities including the invoicing of activities.
 Offer staff debriefing and support after incidents or stressful situations as required.
 Actively participate in staff meetings, client meetings and other meetings as required including the
taking of meeting minutes.
 Maintain all records pertaining to the operations of the Client Services in accordance with relevant
government and Connecting Skills Australia directives.
 Respect difference of opinion and practices of staff and other professionals expressing
constructive criticism through an appropriate channel in a responsible manner.
 In the absence of the General Manager Client Services the incumbent is prepared to undertake
Document Title: Client Services Manager Position Description
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Date of issue: 09/09/2014
Department: Client Services
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duties of that position.
 Follow all CSA’s policies, procedures and work instructions and other documentation as detailed
and regularly updated in the Integrated Management System.
Delegations, authority levels and decision making
The incumbent will have the authority to delegate to the Client Services Coordinator and other staff
at their site to ensure they are fulfilling the requirements of their positions. The incumbent will have
the authority to make decisions in regard to the day to day management of the site and have input
into the future development of the service. The incumbent will be required to refer to the General
Manager Client Services on:
 Any issues or decisions involving money (eg. purchasing, loss/damage to equipment, etc);
 Any type of serious issue, concern, complaint, non-compliance, accident, risk or hazard;
 Or any thing else that could jeopardise any of Connecting Skills Australia’s contracts (private or
government) or its reputation.
Part C: Person specification
Qualifications
Mandatory:
 Diploma or above qualifications and demonstrated experience relevant to the position.
 Level 2 workplace first aid certificate.
Key knowledge areas
Mandatory:
 Service management/coordination
 OHS legislation
Desired:
 Quality assurance practices
 Disability awareness and legislation
 Social and/or community services industry awareness
Key skills/abilities
 Computer and software use (eg. Microsoft word, publisher, excel and outlook).
 Excellent planning skills.
 Effective verbal and written communication.
 Accurate report writing.
 Maintain confidentiality.
 Time management.
 Sound judgement and decision making.
Personal attributes
 Active listening.
 Empathy.
 Willingness to take responsibility for results and outcomes.
 Self-disciplined.
 Flexible and adaptive.
 Honest and trustworthy.
 Supportive.
Document Title: Client Services Manager Position Description
Version No: 5
Date of issue: 09/09/2014
Department: Client Services
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Collaborative.
Shows initiative.
Ethical.
Reliable.
Experience
Mandatory:
 Experience in managing and supervising staffing teams in a relevant field.
Desired:
 Experience working in the disability/community sector/vocational training sectors.
 Experience in OHS management.
 Experience in quality assurance practices.
Part D: Other Information
Days & Hours
Total Days Per Fortnight:
Total Hours Per Fortnight:
Effective From:
Potential Spread of Hours:
Allocated Days and Hours:
Overtime:
[insert number] days
[insert number] hours
Monday to Friday between the hours of 7.00am and 10.00pm
Your line manager will inform you of your allocated work days and
hours. These are subject to change at any time in accordance with the
operational needs of the organisation. The organisation will endeavour
to provide a minimum 2 weeks notice of any significant changes.
Some overtime maybe necessary at times; this must be approved in
advance by the line manager and will be taken as detailed in the
relevant award or agreement.
Annual review
The incumbent’s performance appraisal shall be evaluated by their line manager each 12 months, on
a change of service or role, and on request. The appraisal will be based on the key results areas and
will include current and past performance, and realistic opportunity to fulfil the role in the next 12
months.
Notice period
See relevant award, agreement or contract.
Document Title: Client Services Manager Position Description
Version No: 5
Date of issue: 09/09/2014
Department: Client Services
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Part E: Sign off
Position offered by:
Name:
Signed:
Date:
Position:
for Connecting Skills Australia
Incumbent statement:
I have read, understand and accept all pages of the above position description, initial previous
pages.
Name:
Signed:
Date:
Document Title: Client Services Manager Position Description
Version No: 5
Date of issue: 09/09/2014
Department: Client Services
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