Hearth Relationship Manager – Single Client Point of Contact

Hearth Relationship Manager – Single Client Point of Contact
The Hearth Relationship Manager in consultation with the Client/Participant manages and coordinates the support services for the Participant including:

Hearth Relationship Manager understands

  • Participants vary enormously by personality, goals, interests, age, and disability.
  • Every Participant and family situation is unique

Matching the Participant with a Support Worker/s

  • We collaborate with the Client/Participant to build a long-term sustainable support team, nurturing a partnership with the right Support Worker/s who really know the Participants goals, interests, and passions
  • Ensuring the foundations of support are the right human connection.
  • Organising and conducting the initial Support Worker introduction to the Client/Participant’s in the Client/Participants home

Hearth’s approach is to allocate a Hearth Relationship Manager to the Client/Participant and Support Workers who is a personal, dedicated single point of contact & liaison

The Hearth Relationship Manager:

  • Establishes a relationship with the Client/Participant to understand the Participants goals, interests, and support needs
  • Works collaboratively with the Client/Participant, and support team to bring the high-level NDIS Participant Plan goals to life
  • Ensures everybody is working together as a collaborative team to meet the support needs of the Client/Participant.
  • Is a resource provided at no cost to the Client/Participant – Hearth’s investment in the Client/Participant experience
  • The Relationship manager is supported and enabled by a team of experts – across Human Resources, Recruitment, Compliance, Finance, Marketing & Communication at no cost to the Client/Participant

Hearth’s approach is to allocate a Hearth Relationship Manager to the Client/Participant and Support Workers who is a personal, dedicated single point of contact & liaison

The Hearth Relationship Manager:

  • Establishes a relationship with the Client/Participant to understand the Participants goals, interests, and support needs
  • Works collaboratively with the Client/Participant, and support team to bring the high-level NDIS Participant Plan goals to life
  • Ensures everybody is working together as a collaborative team to meet the support needs of the Client/Participant.
  • Is a resource provided at no cost to the Client/Participant – Hearth’s investment in the Client/Participant experience
  • The Relationship manager is supported and enabled by a team of experts – across Human Resources, Recruitment, Compliance, Finance, Marketing & Communication at no cost to the Client/Participant
The Hearth Relationship Manager in consultation with the Client/Participant manages and coordinates the support services for the Participant including:

Hearth Relationship Manager understands

  • Participants vary enormously by personality, goals, interests, age, and disability.
  • Every Participant and family situation is unique

Matching the Participant with a Support Worker/s

  • We collaborate with the Client/Participant to build a long-term sustainable support team, nurturing a partnership with the right Support Worker/s who really know the Participants goals, interests, and passions
  • Ensuring the foundations of support are the right human connection.
  • Organising and conducting the initial Support Worker introduction to the Client/Participant’s in the Client/Participants home
  • Client/Participant/Support Worker liaison to ensure all parties are comfortable with the proposed match
  • Once the relationship and match is established, then coordinate the training to equip the Support Worker/s with the necessary training to correctly support the Participant
  • If the Client has more challenging or complex support needs the Relationship Manager can also organize “shadow shifts.” Shadow shifts are organised to assist new Disability Support Workers to learn what is required to support the Client from a Disability Support Worker who has previously or currently supports the Client.
  • Developing a support team of experienced Support Workers over time. Initially up-front qualifications and or experience is welcome but not essential. The right human connection is essential
  • Leads, coaches, develops, and supports the Support Worker team to provide responsive, person-centred support that enables Participants to progress toward their individual NDIS Participant support plan goals
  • Longer-term Participant support team planning
  • Managing Support Workers employment related issues
  • Incident management / conflict resolution
  • Developing the Client/Participants support schedule to align with Client/Participant goals
  • Support Worker/s shift rostering
  • Regular Client/Participant check ins to ensure the support team is performing effectively and a subsequent progress report is submitted to the Support Coordinator to support funding in the NDIS Participants plan
  • Assisting in the formulation and achievement of the Participant goals
  • Coordinating annual Participant progress reviews, including shift case notes and progress tracking
  • NDIS support quotes for the provision of support services
  • Conducts quarterly Support Worker check ins and monitors performance annually with a view to identify development & potential career growth opportunities.
  • It is very reassuring for the Disability Support Worker to be able to call their Hearth Relationship Manager whenever required to discuss any challenges they have.
  • It is particularly reassuring when the Disability Support Worker knows that the Hearth Relationship Manager has met the Client and understands the situation and because of their experience they can listen and provide assistance or reassurance should the Disability Support Worker require it.

It is particularly reassuring when the Disability Support Worker knows that the Hearth Relationship Manager has met the Client and understands the situation and because of their experience they can listen and provide assistance or reassurance should the Disability Support Worker require it.

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