Department of Premier and Cabinet

Transcription

1 Statement of Duties As at 30 November 2016 Position title: Service Delivery Support Coordinator Position number: Award/Agreement: Tasmanian State Service Classification level: General Stream Band 6 Division/branch/section: Service Tasmania, Service Delivery Support Full Time Equivalent (FTE): 1.00 Location: Hobart Employment status: Fixed-term Ordinary hours per week: Supervisor: Regional and Support Services Manager Agency/Department values: DPAC is a value-based organisation demonstrated by aligning our purpose, behaviour and work practices with the values of the department. Our values are: Excellence We strive for excellence at all times Customer-focused Our customers are at the centre of what we do and how we do it. Working together We support and respect one another and work with others to achieve results. Being professional We act with integrity and are accountable and transparent. For more information about DPAC visit Division profile: Service Tasmania aims to deliver and develop the best possible services for its customers. Service Tasmania enables Tasmanians to obtain information and complete their business

2 with Government (State, Local or Commonwealth) either in person (through our 27 Service Centres) over the phone (through our Contact Centre) and online (through To support the delivery of the best possible service to its customers, all Service Tasmania staff are required to access and maintain personal and sensitive customer information. Staff also collect and reconcile Government revenue and manage customer financial data and as such are expected to display the highest levels of personal integrity and honesty in order to maintain public confidence in the services we provide. Position objective: The Service Delivery Support Coordinator coordinates state-wide network enabling functions, including training, advice and provision of information, to support front-line service delivery staff; coordinates operational support for Client Agencies; and contributes to the development and implementation of service delivery support policies and practices to meet the strategic and business outcomes of the organisation. Duties: 1. Co-ordinate ongoing staffing and provision of expert advice through the Service Delivery Support Team for Client/Customer Service Officers (CSOs) and Client Agencies. 2. Provide accurate and timely advice and support to the Regional and Support Services Manager as required. 3. Coordinate the development and delivery of an annual state-wide training program for all CSO staff as well as specialised training and support for CSO staff based on organisational priorities. 4. Coordinate the implementation and testing of new systems, services, products and procedures and the quality assurance of all services on a day to day basis, in conjunction with the Client Management team, the Business Systems and Strategy team and Client Agencies. 5. Coordinate the daily administration activities to support effective Service Delivery (including cashier and shop reconciliations). 6. Monitor and manage staff performance, ensuring PMDs are conducted and professional development of staff within areas of responsibility is implemented, in conjunction with manager. 7. Co-ordinate the operational implementation of new initiatives and projects relating to Service Delivery Support. 8. Monitor budget expenditure within allocated area of responsibility. 9. Undertake other duties within this classification level and range of responsibilities which are within the employee s competence and skill level.

3 Level of responsibility: The Service Delivery Support Coordinator is responsible for: Coordinating an effective first level service delivery support team to support the frontline service delivery staff to meet the business requirements of Service Tasmania. Coordinating an effective first level operational support for Client Agencies. Coordinating the development and implementation of consistent state-wide policies and procedures for Service Delivery Support functions to meet business and strategic objectives. Coordinating the development and implementation of policies and procedures for service delivery training to meet business and strategic objectives. Coordinating the development and maintenance of service delivery and administrative procedural files to meet the business and strategic objectives of Service Tasmania. Developing and maintaining productive and professional relationships with all internal and external Service Tasmania stakeholders that are important in delivering the current and future business requirements for Service Tasmania. Reporting structure: Reports to the Regional and Support Services Manager. The role operates with a significant degree of independence in the day to day coordination of the Service Delivery Support team. The Manager provides strategic direction as well as broad direction in regard to meeting Service Tasmania objectives, and the implementation of policies and procedures in the delivery of training and procedural information support and advice, on behalf of Client Agencies. Selection criteria: 1. Demonstrated high level leadership and management skills including the capacity to coordinate human, financial and physical resources in a complex service delivery environment. 2. Demonstrated ability to lead, coordinate, coach and mentor staff and experience in supporting and motivating staff in a change environment. 3. Demonstrated high level oral and written communication and interpersonal skills including the ability to manage and resolve complex customer queries and issues and develop and maintain productive and professional relationships with internal and external Service Tasmania stakeholders.

4 4. Demonstrated experience in developing and delivering policies, procedures and guidelines in a service delivery organisation and understanding of contemporary training methodology or ability to acquire this. 5. Demonstrated high level ability to plan, organise and prioritise workload within timeframes, to coordinate the outputs of others and to deliver results. 6. Demonstrated high level research, analytical and problem solving skills, including the capacity to think strategically and exercise sound judgement to identify priority issues for attention and develop acceptable solutions within a service delivery environment. Essential requirements: The Head of the State Service has determined that the person nominated for this position is to satisfy a pre-employment National Criminal History Police Check before taking up the appointment, promotion or transfer. The following check is to be conducted: Checks for criminal charges, convictions or findings of guilt for: crimes involving dishonesty Desirable requirements: Current driver s licence State Service Principles: Employees should familiarise themselves with the State Service Principles (view at thelaw.tas.gov.au website) and must work to ensure the Principles are embedded into the culture of the Agency and that the Principles are applied to all Agency decision making and activities. Code of Conduct: The State Service Code of Conduct (view at thelaw.tas.gov.au website) complements the State Service Principles and requires employees and officers to act appropriately in the course of their duties and to maintain the confidence of the community in the activities of the State Service. Workplace diversity: The Department is committed to high standards of performance in respect to managing diversity. Workplace health and safety: The Department is committed to high standards of performance in respect to work health and safety and managing diversity. All employees are expected to participate in maintaining safe working conditions and practices and to promote and uphold the principles of fair and equitable access to

5 employment/promotion, personal development and training and the elimination of workplace harassment and discrimination. Smoking is not permitted in the workplace or government vehicles. Staff are also responsible for adhering to the instructions within the security plan and are expected to be pro-active in identifying threats in their workplace, in particular challenging or reporting anyone who is not properly identified within their workplace. All staff are to be familiar with and participate in all evacuation drills. White Ribbon: The Department is committed to providing a healthy and safe working environment for all employees and has a zero tolerance for violence, including violence against women.