Parishnum Kumar

• Team Leader Functions-provide leadership, support and guidance to the team and assist with trouble shooting, Schedule team meetings to discuss best practices updated information and priorities of goals,Deputise when Area Manager is absent following required delegated authority,Assist with day to day service delivery with AM as required including achieving the aims and objectives of the company,Recruitment and Retention, Participate in the evaluation of services against agreed organisations goals and KPIs,Assist the AM through fostering good relationship with internal/ external parties as part of the MDT,Schedule team meetings to discuss best practices updated information and priorities of goals
• Service Coordination-Managed 15 complex caseload across Auckland and at times have managed a whole region(Bay of Plenty,Wellington,South Island) while recruiting for Client Service Managers in region,Managed schedules of the caseloads ensuring there is stability and appropriately skilled staff are assigned, Unplanned absences are covered,Support of On Call Coordinators with difficult situations, providing advice and guidance in process when required. Occasionally covering the afterhours/ On-Call mobile phone for Home & Community Services), in unplanned absences of Coordinator,Communicates deadlines and goals to team members such as CCIM closure, inactivating service user profiles from Connect,Service user Pathway is followed
  -Referrals
  -Entry
  -Day-to-day
  -Exit/Transfer Regular contact with client is maintained and recorded, Client contact is recorded and responded to in a professional and timely way, Concerns/complaints are managed and resolved or escalated within agreed timeframes and recorded in Connect CRM and client notes, Notified change in client is recorded and reported to RN for assessment
• Leadership-lead team of 8 Client Services Managers(Auckland) 10 afterhours coordinators,2 Service Coordinator,70 Support staff in the field.Provides a supportive, coaching relationship with CSMs in day to day situations where guidance is required,Involved in the selection and interview process of CSMs, support staff (direct reports) in partnership with HR and Area Manager,Inducts and orientates direct reports and new CSMs in partnership with RHPs,Inducts and orientates direct reports and new CSMs in partnership with RHPs,Coach, mentor and provide training to enhance the overall expertise and knowledge of CSMs
• Relationship Management-Collaboration and teamwork,Communicate with all stakeholders service users and Whanau
  -ACC Case Managers -NASC
  -Other providers
  -Payroll
  -HR
  -On-call staff in a professional manner,Communication occurs within agreed timeframes,keeping stakeholders informed
• Quality, Health & Safety-All risks and hazards are escalated as appropriate and plans are developed to,Service satisfaction,Quarterly client, staff and funder satisfaction measures and Net Promoter Score are 90% positive,Complete internal audit and self-reflection reports for own work,Report all Health & Safety incidents, accidents or near misses to Health & Safety Officer or Health and Safety Representative and record in Connect CRM and staff notes

As a Client Services Manager, I was responsible to ensure that service users with serious injury and complex needs receive care and support of the highest quality and is in compliance with the organization policies.

• Ensure the effective delivery of appropriate support services to service users with serious injury and complex needs and maintain ongoing communications with service users and their family.
• Supervise, oversee and performance management of supports workers, including identify training needs to ensure team of high performing staff for each client and coordinate care specified to client’s injury and needs.
• Maintain an efficient and effective working relationship with associated health professionals and ACC. Ensure a high standard of support is provided for clients with serious injury and complex needs.
• Ensure service plans, all client records and activities are up to date and maintain up to date clinical records of service users including rehabilitation plans to ensure high quality in the delivery of care. Maintain accuracy and confidentiality of information in the data management system.
• Promote health awareness appropriate to the needs of service users. Render constructive feedback to clients and ensure compliance according to the organization policies.
• Identify hazards and ensure interventions are in place. Accidents and incidents are dealt with in line with organization policies and procedures.
• Managed caseload of 74 service users with complex care/spinal injury and intellectual disability and traumatic brain injury/drug addiction and 210 short term injury service users across Auckland.

• Managed caseload of 300 Service users
• Real-time monitoring of referrals and accurately process updates within agreed contractual or SLA timeframes. Maintain integrity on all data entries Maintain regular contact with key stakeholders including Funders, Support Workers,Clinical Coordinators and Service Delivery Team Leaders.
• Liaise with the Learning & Development Advisor to organize induction training for new
  employees.
• Provide administrative support to the Clinical Team, including client initial pack, updating and loading of all clients’ service delivery documents and monthly client reviews report.
• Participate in and contribute to the recruitments of new support workers,
  performance reviews and exit interviews of support workers.