JOB DESCRIPTION. Customer and Community Services Parks and Property Leads

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1 JOB DESCRIPTION Name of Job Holder: Title: Core Purpose: Department: Reports to: Vacant Officer To provide short to long term planning and coordination of daily operations of the Horowhenua Districts Council s Parks and ensure effective delivery of Council s Property maintenance and renewal works programme in line with Councils and community priorities. Customer and Community Services Leads What Drives What we Do We are here to serve the community and to build long-term customer confidence based on our vision, our mission and our values. Our Vision Working together to take Horowhenua from good to great. Our Mission In achieving our vision we will ensure that we are working towards: Customer Excellence Operations Excellence Product Excellence People Excellence Our Values Greatness - We never settle until our good is better and our better is great! Real unity - We make it happen, together! Energy - We use our energy to perform and succeed! Achievement - We deliver exceptional results! Trust - We create trust by living with integrity!

2 Organisation Context General Manager Customer and Community Services Manager Project Lead Lead South (Levin) Lead North (Foxton) Facilities Maintenance Coordinator Officer South Officer West Officer East Officer Foxton Asset Management and Rental Coordinator Key Performance Outcomes of this Role 1. Provide high levels of customer services to promote and sustain positive relationships with the local community through liaising, interpreting and managing community priorities within Council s overarching strategic frameworks. Develop meaningful relationships with the communities served in a proactive collaboration where both community and customer expectations are managed in line with Council s strategic goals and adopted policies. Liaise with management, other council staff and stakeholders to facilitate workable solutions when and where appropriate. Participate in internal working groups to ensure appropriate responses to key stakeholder input. Resolve all concerns, enquiries or reported problems and provide full feedback to complaints. How do I know I am doing it well? Communities are informed, achieving local priorities, and value their relationship with area officers and Council. Area based officers are the first choice for communication between Council and community. Cooperative and healthy working relations exist between Council and Key stakeholders. Communication and stakeholder relationship are built in line with the partnership model. Stakeholder enquiries and queries are resolved effectively on a timely basis. Page 2

3 2. Monitor contractors and ensure, through collaboration with Providers, that services are delivered on time, to specification, and within budget. Engage with and promote a productive, open, and honest partnership with the service-provider by way of fostering an environment where all parties (Council, Contractor, and Community) can achieve first-class services. Assist with the publication of tenders for services as directed by the Lead. Refer tender processing to tender consultants as agreed with the Lead. Assist with negotiations and drafting of contracts with existing and potential contractors under the direction Lead. Supervise the delivery of contractual agreements in accordance with set levels of service agreements. Assist with the preparation of contracts or negotiations to revise contractual agreements as requested from the Manager. Assist in the development of contract management instructions, policies and procedures related to services and operations. Monitor process and maintain records and agreements to ensure that all contracts are valid and up to date to reflect contractual agreements accurately. Prepare and submit progress reports, tracking reports and performance reports to accurately reflect the status of service delivery as per agreed contracts. Develop and implement quality control programs to ensure service delivery is in line with contractual agreements. Analyse and monitor service delivery performance of contractors to assess present and future requirements and availability. Administer contracts to ensure that services are delivered to the specified standards for quality, costs, and legislation. Run audits to offer feedback to management regarding contractor performance and to check that specifications are being achieved and all legislative requirements are adhered to. Conduct regular meetings with contractors as stipulated by the contractual agreements. Facilitate collaboration between the Horowhenua District Council, contractors, stakeholder, and community. Facilitate the resolution of contractual disputes through the application of the partnership model. Report all unresolved concerns and issues to the Manager as per departmental procedures. In conjunction with other members of the tam ensure Councils fleet and plant remains in safe and roadworthy conditions. How do I know I am doing it well? Services meet or exceed specifications. Service providers deliver innovative, solutions-focused outcomes within budget and timeframe. Tender procedures are applied as per set procedures. Parks services and operations reflects the required level of service specifications Contractual agreements are updated and valid. Contracted works are completed to approved specifications. Contracted works are completed within specified parameters and costs. Contractor services are well monitored and meet quality requirements. Contractor service issues are well communicated and resolved promptly. High quality services are provided to the Horowhenua district community. Page 3

4 Customer satisfaction surveys confirm overall customer satisfaction related to parks services. Councils fleet and plant are proactively managed. 3. The annual project program is completed efficiently, safely, and within budget. Communities are dynamic entities and need to grow, develop, renew, and adapt. As such the jobholder will need to possess and/or develop strong project management skills in order to achieve positive, cost-effective community outcomes. Process end-of-month claims or invoices for relevant service activities and provide relevant information to lead officers. Check invoice against service agreements for approval. Code invoices for payment before submitting to the finance department. Assist with the review and progress of operational and capital budgets. Estimate quantities and cost of contracts to assess, recommend, and report on finances. Control budgets as per contractual agreements. Monitor and check user and policy requirement relating to payment of accounts, insurance and/or ground use. Update Councils' Fees and Charges for Parks related services on an annual basis or as required. How do I know I am doing it well? The annual capital and operational program is completed in time and on budget. Where cost or time overruns are likely they will be notified as they become apparent. Contractors are paid as per approved agreements and requirements. Payments are processed accurately. Parks services, activities, and programmes are delivered within agreed budgets and operate costeffectively. Accurate and timely budgets are prepared. 4. Manage statutory and legislative compliance relating to work areas. Local authority work is highly regulated and expectation placed on Council by its residents, Central Government, and third parties is consequently high. The job- holder will need to keep abreast of regulatory and legislative changes relating to their work areas. On occasion, this will require the need to enforce legal and regulatory compliance. How do I know I am doing it well? 100% legislative and regulatory compliance is achieved. Where this is not possible due to time constraints, third party issues, or other difficulty a recovery plan is identified and implemented. 5. Contribute to the development of protocols, processes, policies, and productivity within the Parks and Property function and wider organisation. Page 4 In order to meet its regulatory and legislative challenges, ensure a proactive approach to Council business, and deliver meaningful community and customer outcomes the job -holder will need to design, generate, and implement a range of policies, protocols, and procedures. Some will be completed individually others in partnership with colleagues and/or consultants and Councillors.

5 Provide up to date, accurate data to support the asset management plans and overall business planning. Formulate customer surveys and collate relevant information to inform the business plans and asset management plans. Assess customer requirements to shape and set standards for future service provision, service monitoring, compiling of overall business planning and to serve as input into asset management plans. Assist with the establishment of geographical information and supportive documentation to assist in the analysis and planning of park management activities. How do I know I am doing it well? The annual work-program agreed through the performance planning process is completed. The need for additional policies, protocols, and procedures is identified and prioritised according to risk, and Council s strategic direction. A risk register of regulatory and legislative non-compliance issues is maintained and updated annually. 6. Deliver on overall Council targets as and when required to ensure Council's overall business goals are achieved. Complete additional tasks, duties or responsibilities as directed by the manager. Assist any other department of Council when required and as agreed. Participate in Council's response to emergency events as practicable. Extend own professional development. Actively participate in and contribute to performance improvement and development. Participate and contribute to management support initiatives. Process all Council information as per approved electronic records management system and procedures. How will I know when I am doing well? Reasonable additional tasks, duties or responsibilities are completed as agreed with the manager. Professional and technical advice is valued by the wider organisation. The job - holder actively participates in practice and actual events. Opportunities for professional development are identified; evaluated; and undertaken as agreed. The job - holder engages with line manager in the performance management process, and works in partnership with colleagues to identify strengths; weaknesses; opportunities; and threats, individually; within the team; and within the wider organisation. The role is a leadership role and as such the job - holder must acquaint themselves with Council s existing and new strategic priorities to better facilitate the achievement of those objectives. Officers at this level will have sufficient experience or technical skill to offer a qualified contribution if consulted. Council information is stored and accessible in the required systems and using the appropriate processes and tools. Outcomes are achieved to agreed standards and timelines. Staff actively seek input from the job-holder where the matter under discussion relates to their field of expertise. The job-holder fulfils their particular role to the level required. Page 5

6 The job-holder s training register indicates a willingness to engage in professional development whether of a formal (qualifications led) or informal (secondment, attendance at industry seminars) nature The job-holder prepares effectively for the performance management process and achieves competency in those areas specified. Other officers actively consult and approach the job-holder in matters relevant to their expertise. The job-holder provides additional benefit to the organisation within and outside their field of expertise. They should be sufficiently confident and au-fait with Council strategy and policies to offer an alternative or oppositional view in a constructive and well-researched manner should it potentially be beneficial to the matter under discussion. Adhere to current policy on information management 7. Maintain high standards of health and safety as per legislative standards to ensure a safe working environment for staff, contractors, residents and customers. Take responsibility for being aware of Council s Health and Safety Management systems and procedures and know about own responsibilities and the procedures to follow in relation to health and safety. Accurately identify and report any hazards, near misses or incidents. Adhere to HDC health and safety policies and procedures, and any amendments that may be introduced from time to time. Take all practicable steps to ensure own and other s safety in the workplace. Helping new employees, trainees and visitors to the workplace understand the right safety practices and why the practices exist. Participate in relevant emergency response training and duties as performed by the Safety Committee. How will I know I am doing well? Safe working practices are being applied leading to a safe work environment for staff and contractors. Customers and residents are not exposed to serious risk Hazard registers are reviewed annually. A register of near misses is maintained. Accidents are investigated and hazard registers are updated accordingly. Ongoing legislative and regulatory requirements are achieved. The job holder follows and adheres to Council s Safety Policy and completes all related reports and completes actions arising from the process. Does not undertake actions or neglect to undertake actions that result in harm or injury to self or others. Can effectively articulate Council s H&S Policy, respond to requests for clarification, and ensure other employees; visitors; contractors; sub-contractors; representatives; and agents are familiar with H&S requirements and procedures. Take an active role in H&S training as and when required. 8. Maintain high standards in the field as per legislative standards to ensure a healthy working environment for staff, contractors and members of the community. Participate and contribute to the health and safety (H&S) responsibilities as outlined in Council s Health and Safety Systems. Page 6

7 Demonstrate compliance with all H&S requirements (accident reporting, hazard management, PPE, training, audit & review, SOPs, etc) and promotes an awareness of the responsibilities associated with the position as outlined in Council s H&S Systems. Build appropriate standards for H&S into relevant contractor/procurement processes and documentation, i.e. site visit inductions, performance audits, tenders and contracts for services Promote and support H&S, wellbeing initiatives and a culture of responsibility and accountability for H&S in the workplace. Comply with all requirements as set by WorkSafe NZ - Department of Labour, MBIE. Comply with contractor Health and Safety procedures and policies when visiting work sites. Check contractor compliance with Workplace and Environmental Health and Safety regulations. Support and participate in Emergency Management for Council when required. Comply with best practice risk management procedures How will I know I am doing well? Safe working practice and culture exists amongst operational staff and contractors. Council approved Work and Safety Policies and Procedures are applied as prescribed. All H&S procedures and rules are adhered to, and immediate action to comply is taken when a knowledge gap or breach becomes known. All H&S System and process improvements are rectified or raised with the Manager, or the H&S Committee for further corrective action. Tender and contract H&S documentation meets all H&S legislation requirements. Contractors agree and comply with Council s H&S requirements as outlined in Council s H&S Systems, tender and/or contract documents. Minimum Requirements Education / Qualification: Experience: Formal relevant qualifications at diploma level. 3 years experience working in grounds maintenance; facilities management; property management; building; or a legal background and /or a combination of these roles. Experience of working in local authority, or other public authority Contract management experience. A good track record of problem solving Technical Minimum: Page 7 A good understanding of processes and regulations in one or more of the relevant disciplines. Awareness and preparedness to achieve a working knowledge relating to the following legislation and all subsequent amendments o The Building Act 2004 o Electrical (Safety) Regulations 2010 o Fire Safety and Evacuation of Buildings Regulations 2006 o Plumbers, Gasfitters and Drainlayers Act 2006 o Health and Safety in Employment Act 1992

8 o Burial and Cremation Act 1964 o Camping Ground Regulations 1985 o Fencing Act 1978 o Forests Act 1949 o Residential Tenancies Act 1986 o Wildlife Act Knowledge relating to local Authority processes and procedures Good computer skills including Microsoft office skills Technical Preferred: For this role, qualifications or extensive experience in grounds maintenance, facilities, property, building management/regulation, or legal experience (particularly in reference to leases) will be of advantage. Additional Minimum Requirements: Full NZ driving licence Willingness to attend resident or other meetings after 5.00pm The role will require multi-disciplinary working over a range of services and as such the job-holder will be required to upskill themselves in initial areas of weakness. Knowledge and Skill Requirements of the position Organisational overview: Horowhenua District Council s has an aspiration to go from good to great it will achieve this aspiration by achieving four pillars of excellence those being customer service; operational; product; and people excellence. Council and the Chief Executive have set out the following philosophies as priorities to achieve that aspiration: Improving community wellbeing Enhancing infrastructure Being fiscally responsible Delivering services efficiently through an affordable and fair rates structure Responsive future planning Creating an environment for economic growth. Position Overview: The Business Unit is part of the Customer and Community Services Group, and can have a significant impact on HDC s priorities. The section will improve community well-being by working in partnership with the new contractors to deliver high quality maintenance standards and progressing capital projects The section will achieve fiscal responsibility by applying a continuous improvement methodology across the property portfolio in order to identify opportunities for improvement/efficiencies. The section will deliver services efficiently by interpreting community priorities in a proactive manner at source. Page 8

9 The section will put the communities it serves at the heart of its service planning to get it right first time. The section will work hard to create an environment that facilitates sustainable communities creating an environment for economic growth. This role has been created to assist the section to achieve those objectives identified above. The Horowhenua District is divided into a range of Townships each has its own unique character and range of local priorities. To achieve the services required by the individual communities and assist Council in its journey from Good to Great there is a need for greater understanding of their respective priorities. By way of achieving this objective, services will be managed on an area basis. The officer assigned to each area will clarify local priorities in consultation with the community they serve. It is anticipated this will result in a better, more targeted service. Liaison officers will attend monthly meetings with their respective resident s organizations; interpret priorities; and offer advice set against Council s strategic plan. The purpose of the Officer is to deliver high-quality services to the communities served and translate local priorities to Council. Job Specific Knowledge and Skills: For this role a qualification, or alternatively extensive experience in grounds maintenance; facilities; property, or building management/regulation; or legal experience (particularly in reference to leases) is required. Experience in more than one area of delivery will be of advantage. Competency Summary Table Achievement - Demonstrates a strong focus on high performance standards and personal achievement. Goes above and beyond to exceed expectations. Communication - Communicate in a clear, confident and articulate manner. Is effective at influencing others. Implementation - Is reliable, detail-focused and meticulous. Follows through on plans to ensure they are carried out accordingly. Resilience - Remains calm, composed, and optimistic in stressful or high pressure situations. Self-Insight - Is aware of own strengths and weaknesses and actively seeks out opportunities for new learning and growth. Strategic Agility - Takes a big-picture, long-term view when planning and anticipating potential impacts on the business. Weighs up options and implications, identifies strategies and plans, and is comfortable with managed risks. Business Acumen- Maximise returns in the business is future-orientated and strategic and seeks areas for business improvement. Teamwork - Supports and collaborates with team members to achieve targets. Mental Power Has a desire to learn more and is able to learn new information and skills quickly. Is able to apply learnt information to new problems. Quick to pick up technical concepts. Work Context This position exists to facilitate community liaison; service delivery; and the delivery of projects in accordance with, and to the priorities identified by the community and Council planning processes. Work can be relatively simple requiring low-level, decision-making to quite complex problem-solving requiring sound influencing skills. Demands put upon the job-holder will be numerous and may arise from a number of areas including those arising from the team, senior officers, the public, specific interest groups, Page 9

10 clients, customers, and residents. As such there is a high requirement to prioritise demand and work in a collaborative manner with a wide-range of stakeholders in achieving agreed outcomes. In its desire to assist Council in moving from Good to Great the section must move from an essentially reactive position to a proactive one. This process will require the drafting of a number of policies, protocols, procedures, and plans. The job-holder will contribute to this process and will as a result need to reconcile operational demands with strategic ones. This requirement can lead to work stress and as such the job-holder will need to have a strong sense of resilience, stress-management coping practices, and a desire to retain a realistic work/life balance. A keen sense of prioritisation is therefore essential. The organisation uses a range of electronic and internet based applications to deliver its portfolio of services. A good level of computer literacy is therefore required. In general terms the job requires the completion of a standard 40 hr week between the hours of 8.00am 5.00pm during the standard working week, however some flexibility would be required in order to attend community meetings, events, and Council related meetings. This position contributes hugely to the strategic objectives of Council and as a result requires a high level of innovation, self-management, and independent thinking. The role is the lynchpin of Council s interactions with its residents, customers and clients and as a result good communication skills are paramount, as are those that relate to co-operative working. Financial Authority Financial delegation is $25,000 for operational expenses within an approved budget and $25, for capital expenses within an approved budget. Statutory delegation would apply as approved from Council from time to time. Number of Direct and Indirect Reports The Officer reports to the Lead. There are no direct reports. Key Relationships Internal: Team Property and Park Team Leads Property and Park Manager Other senior officers Other Council officers Elected members External: Contractors and their sub-contractors, representatives, agent, and appointees. Residents Customers Clients Page 10