Position Description. Yooralla Position number: Page 1 of 5

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1 Position Title: Resource Officer Division: Community Services Position Reports to: Community Connections Manager Direct Reports: NIL Classification Staff Terms and Remuneration (STAR) Band Band H Approved by: Group Manager Community Access Date approved February 2018 Primary Position Objective: The Resource Officer is responsible for the provision of superior rostering and scheduling services and staff and customer liaison to ensure efficient and effective support to individualised service provision The Resource Officers and Admin Support Officer roles will share team responsibility for service deliverables but each role will have an individual Community Connections Manager assigned as their responsible line management for supervision, support and performance management Organisational Overview Yooralla is a not-for-profit organisation offering high quality support services for people with disability. Established in 1918, Yooralla offers a wide range of services to people of all ages who are either born with or acquire a disability as the result of accident, ill health or age. Over 2000 Yooralla employees work alongside more than 30,000 Victorians with a disability and their families. Page 1 of 5

2 Vision A world where people with disability are equal citizens Mission To provide quality, sustainable and flexible services that uphold human rights and create opportunities, empowering individuals to live the life they choose Values Customer Focused in our service, creative in our solutions Courageous in speaking up, determined in facing challenges Authentic in our relationships, honest in our conduct Accountable in our work, responsible for our actions Respectful of choices, embracing of diversity Passionate about our work, driven by our vision Organisational Accountabilities (applicable to all employees) Positive Working Relationships Customer Safeguards and Wellbeing Occupational Health and Safety Quality Assurance and Continuous Improvement Demonstrated ability to work as part of, and contribute to, a person centred team. Facilitate good working relationships with the community, customers, their families, and carers, and all departments in Yooralla through clear communication and a willingness to work towards positive outcomes. Demonstrated ability to initiate and maintain contacts with a broad range of people and community organisations to facilitate Safeguard and promote the rights and wellbeing of every individual so they are recognised, respected, protected and fulfilled. In providing quality services, Yooralla staff must comply with the Disability Service Standards Victorian Charter of Human Rights and Responsibilities Act 2006 the Principles and Objectives of the Disability Act 2006 the United Nations Convention of the Rights of Persons with Disabilities 2006 the Child Safety Standards Comply with the requirements of Victorian Occupational Health and Safety (OHS) Act 2004 and related OHS procedures and Safe Operating Procedures developed by Yooralla, including: Work in a manner that considers the health and safety of self and others Report to work fit for duty and not negatively affected by alcohol, drugs, medication or other substances Ensure that all work areas are maintained in a safe condition Complete site induction Attend meetings, workshops, conferences and training as required. Become familiar with and follow Yooralla s policies, procedures and management instructions. Be open to new ways of doing things that enhance the quality of life of people with disabilities; respond to challenges with innovative ideas and solutions. Strive for and promote a continuous quality improvement Page 2 of 5

3 customers' access to services, appropriate communication with fellow workers, families and other people involved with the service and in the life of the customer. Cultural and Linguistic Diversity Undertake all interactions with customers and co-workers in a culturally sensitive manner. Identify, report and record all safety hazards, incidents and injuries Participate in OHS training programs Participate in OHS consultation and communication meetings Wear and maintain personal protective equipment and clothing correctly culture in the quality system and work practices, and offer strategic advice to improve customer relations. Decision Making Authority: Please refer to the delegation schedule available on the Yooralla Intranet Position Specific Responsibilities Key Result Area Key tasks Indicative Time Efficient Rostering and Service Allocation Ensure rostering and scheduling of services is logistically sound, efficient and effective use of staffing resources Attend to day to day rescheduling to cover unplanned changes in staff availability Ensure rosters are regularly reviewed to meet key performance indicators Ensure effective use of staff availability through effective job allocation and travel time optimisation Compliance with referral requests by Community Connections Managers to ensure appropriate compatibility of staff with customers with consideration given to skills, capabilities, cultural, spiritual and lifestyle preferences Ensure effective leave planning in place Participate actively in problem solving and finding solutions for scheduling difficulties and challenges in consultation with support from the Community Connections Managers Meet and exceed required key performance indicators in relation to quantative, 40% Page 3 of 5

4 qualitative and behavioural volumes (eg. Travel time, kilometres travelled, requests for service changes, time taken from referral to service commencement, etc) Utilise the Client Management System (CMS), Google Maps and online programs to ensure efficient utilisation of and allocation of resources Assist with processing of timesheets and mileage claims Staff Liaison, Coordination and Teamwork Day to day liaison with: o direct support staff regarding service times and changes to services o afterhours service provider regarding service times and changes to out of hours services o direct support staff and responding to enquiries and feedback in a prompt, efficient, empathetic and supportive manner Ensure staff availability and preferences including leave requests are considered when compiling rosters Promote teamwork acknowledging staff achievements and successes, and provide support following their challenges and difficulties Promote teamwork through seeking feedback and encouraging participation in problem solving Encourage staff attendance at scheduled and unscheduled meetings, scheduled and unscheduled learning opportunities and completion of mandatory and/or competency based learning programs 30% Customer Liaison High quality customer service provided on day to day liaison with customer regarding service times and changes to services Ensure all customer enquiries are handled in a prompt, efficient and empathetic manner producing the desired outcome for the customer Actively problem solve and answer enquiries from customers with assistance from the Community Connections Managers to achieve the desired outcome for the customer 30% Selection Criteria Page 4 of 5

5 Mandatory Requirements Qualifications Current Victorian Drivers Licence Current National Police Record Check Certificate in Administration/Business or similar preferred Professional Experience Experience in : o scheduling or rostering with staff and customer liaison o administrative processes and activities o Microsoft Office packages including work processing and excel o database usage o rostering software program (i.e. TCM rostering function) o working in a Disability, Community or Health environment Key Knowledge Areas Knowledge of and general understanding of the disability sector Personal Skills and Attributes Well-developed data entry skills Demonstrated time management and organisation skills and the ability to work under pressure and achieve objectives within set timeframes Ability to demonstrate initiative Well-developed verbal communication and interpersonal skills Well-developed writing skills, including the ability to record factual and concise information Demonstrated problem solving skills Good attention to detail Ability work autonomously and as an effective team member Page 5 of 5