MERCY HEALTH

POSITION DESCRIPTION
Service Coordinator

Mercy Values: Compassion, Hospitality, Respect, Innovation, Stewardship, Teamwork

Position title: Service Coordinator Employee Name:

Entity Group:
Mercy Health Home Care Services Date:
Location:

Position Reports to: Team Leader or Regional Manager

(dependent on regional team size and Positions reporting to
Nil
this one:
Responsible to: structure)

Service Coordinators work within a regionally based team and are responsible for coordinating the rostering and support of a
team of home care workers and services for a client caseload
 Service Coordinators work closely with a broad range of stakeholders including MH HCS Care Advisors, Care
Position Purpose:
Managers/Advisors/Coordinators from external referring organisations and service providers
 The core purpose of the Service Coordination role is to ensure the right service is provided, for the right client, by the right
staff member, at the right time
Mandatory
 Excellent customer service, negotiation and documentation skills
 Excellent oral and written communication skills
Qualifications &  Computer literacy
Requirements: Desirable
 Experience with service coordination and rostering using the electronic client data management system
 Knowledge of program guidelines and standards
 Relevant qualifications in Community Services/Aged Care or Administration

Mercy Health Service Coordinator Last Review Date: Jan 2019

 Total staff management (FTE):
Resource
Annual Operating Expenditure: NA
management:
Annual Capital Expenditure:

Mandatory Organisational Competencies:

 Orientation (on commencement)
 Equity & Inclusion
 Engaging the client
 Infection Control
 Emergency Procedures
 Work Health & Safety
 Stakeholder engagement
 Police record check

Personal Competencies:
 Ability to work effectively, independently and as part of a team
 Ability to be flexible and adapt to the changing needs of the team and service demand
 Problem solving and negotiation skills
 Well-developed written and verbal communication skills
 Ability to manage relationships with internal and external stakeholders
 Ability to manage deadlines and timeframes

Job Competencies:
 Ability to work within a team for effective performance
 Ability to liaise with staff, clients, home care workers and other stakeholders from a diverse range of groups
 Ability to support and direct home care workers
 Identification of gaps in service delivery and opportunities for innovation

Mercy Health Service Coordinator Last Review Date: Jan 2019

 Key Result Areas
Mercy Health Values
 Demonstrates and upholds the Values and
Mission of Mercy Health
 Service Coordination and rostering to ensure
the most effective use of resources
 Provision of information to home care team
members to promote consistent and high
quality care delivery
Mercy Health
Key Activities
 Values of Mercy Health are incorporated into
daily work practices for all staff
 Organise services that are person centred,
timely, flexible and responsive
 Respond to client queries and requests for
service changes
 Negotiate and implement changes in
accordance with delegation of authority
principles and clients individual budgets
 Organise staff and client rosters using the
client management system to ensure staff skills
and interests are matched with client needs,
and home care workers are efficiently deployed
 Communicate changes to rosters and services
in a timely manner using a range of
communication methods
 Accurately record all relevant information in the
client management system
 Facilitate and support staff access to roster
details, duty lists and client specific needs to
ensure that staff have clear direction as to their
duties, responsibilities and tasks
 Advise care advisors of changes and concerns
reported by home care team members
 Support and provide training opportunities for
home care workers
 Participate in orientation for home care workers
 Accurate and timely documentation of any
Service Coordinator
Standard Measures
 Be compassionate and provide support to staff
and customers
 Consistently shows respect and values each
person’s dignity
 Seeks opportunities to be innovative for
improvement
 Communicates openly and honestly as an
effective team member
 Client requests for increase service, changes
etc. are completed in a timely manner that
meets client expectations
 A reduced number of queries over home care
worker’s rosters and phone calls regarding
care needs of the consumers
 Client, customer and home care worker
feedback
 Timely and accurate rostering and approval of
home care worker shifts
 Demonstrating a clear understanding of their
role with respect to individual consumers
 Knowledge of the ageing process and
awareness of cultural issues as they relate to
aged care
 Changes reported in a timely way
 Accurate and auditable documentation
Last Review Date: Jan 2019

 Develop and maintain strong relationships with
external stakeholders
 Works in a manner that is conducive to
effective teamwork and good relationships with
team members, clients and families
 As part of a team undertake a range of
administration duties associated with the
provision of the service
Work Health & Safety
 Takes reasonable care to protect the health
and safety of themselves, fellow staff and
others in the workplace
Employee Signature:
Print Name:
Mercy Health
client issues or concerns
 Develop strong relationships with referring
organisations
 Demonstrates a positive attitude and
commitment to the organisation
 Effectively and respectfully communicates with
all team members, managers, clients and/or
their representatives
 Develop clear communication with home care
workers ensuring that they have a full
understanding of the requirements and scope
of their role and services required
 Create, complete and maintain all relevant
documentation including client and employee
files, referrals, diaries, schedules, service
requests and client file notes
 Taking new enquiries and referrals and
actioning as appropriate
 Support and arrange services and equipment
within MH guidelines
 Complete incident reports
 Elect and support health and safety
representatives
 Contribute to risk assessments
 Participate in training and meetings regarding
safety
Date:
Service Coordinator
 Clear communication processes in place
 Increase in referrals from case management
agencies and other funded providers
 Communication is effective and respectful at all
times
 High morale and reduced number of
complaints from clients and home care workers
 Appropriate and timely administration support
given
 Timely and accurate information provided
 Reports hazards, near misses and injuries
immediately
 Uses personal protective equipment
 Comply with risk management policies,
procedures and instructions
 Attend all safety meetings and training
sessions
Last Review Date: Jan 2019
Line Manager Signature: Date:

Print Name:

Mercy Health Service Coordinator Last Review Date: Jan 2019