POSITION DESCRIPTION

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1 POSITION DESCRIPTION Position Title Program Support Officer Fee for Service/Home Care Packages Employee name Location Macedon St Sunbury Service Unit Health and Wellbeing Date Sept 2017 Time Fraction 30 hrs per week SUNBURY COMMUNITY HEALTH Sunbury Community Health is a not for profit company limited by guarantee and registered health promoting charity. With more than 270 staff and volunteers, the Centre provides a diverse range of health and community services, including residential aged care for Sunbury and surrounding communities. The Centre receives funding from a range of sources including Commonwealth and State governments. Sunbury Community Health operates with a multidisciplinary team structure and staff are required to incorporate activities relating to health promotion, community consultation, early identification and intervention and individual and community capacity building within their role. Staff are expected to participate as a member of SCH team and provide services within a social model of health that recognises the effect of social, economic, cultural and political factors and conditions on health and wellbeing. SCH is committed to improving the health of our community and being accessible to all, including people from culturally and linguistically diverse (CALD) communities, those from Aboriginal and Torres Strait Islander background, people with special needs and other socially disadvantaged groups. Sunbury Community Health is an Equal Opportunity employer. SCHC is also the auspice organisation (official employer) of a number of semi-independent organisations, including the Hume-Whittlesea Primary Care Partnership (PCP) and Boilover Inclusive Theatre Company. Vision A community whose social fabric and wellbeing is strong. Mission We build the social fabric of our communities through programs that help people support themselves and each other. Values It takes a village...to belong and grow Our community is stronger when everyone finds belonging. We believe there is strength and wisdom in diversity. We believe that everyone has unique abilities and something to contribute. We believe that learning and growth continues over a lifetime. Every day we strive to work with and support people at all stages of their life, to improve and expand their potential. We will be in the community, supporting community to create opportunities for all to learn, grow and belong. Passionately engaged...with our community and each other We are passionately engaged with people to support each other and build community. We are enthusiastic about what others can achieve. We genuinely care. We encourage and inspire each other. We celebrate together. We do the right thing...not just the easy thing We are serious about our moral and social responsibility to do the right thing. We are transparent and honest. We take responsibility for our actions. We strive to get it right, even when the right way isn t clear. We don t take short-cuts. We consider and plan our actions. We make things happen.. we get things done We seek out opportunities. We ask why? and why not? We innovate. We learn from our successes and mistakes. We work hands-on and get things done. We pitch in and go the extra mile.

2 Position reports to Manager, Health and Wellbeing Unit Reportable positions Internal relationships Home Care Package Care Managers/s Health and Wellbeing staff Finance Team External relationships Home Care Package Holders Carers External service providers The Program Support Officer is a new position at Sunbury Community Health and will be a key member of the inaugural Home Care Package Team. The position sits within the Health and Wellbeing Unit. The Program Support Officer will be responsible for a range of administrative and client engagement functions which are vital to support the operation of the Home Care Package Program. Preferred hours of work are 8am -2.30pm Mon - Fri Position Summary The Program Support Officer will work in partnership with the Home Care Package care coordinators and management to make a positive difference to the wellbeing of Home Care Package holders in the community. As the first point of contact for our Home Care Package team the Client Engagement Officer will be responsible for providing client specific administrative support services. SCHC is committed to being accessible to all members of the community, including people from culturally and linguistically diverse (CALD) communities, those from Aboriginal and Torres Strait Islander background, people with unique needs including disadvantaged groups Staff are expected to participate as a member of the SCH team and provide services within a social model of health that recognizes the effect of social, economic, cultural and political factors and conditions on health and wellbeing. Qualifications Desirable Diploma in Business Administration or equivalent experience Diploma in Community Services Police Check Required Victorian Driver s Licence: Award/Agreement Resource Management Yes Yes Victorian Public Health Sector (Health & Allied Services, Managers and Administrative Officers) Multiple Enterprise Agreement Working with Children Check Required Current First-Aid Level II: No No Classification Grade 2 Total staff management (EFT) Page 2 of 5

3 COMPETENCIES REQUIRED Client Service Orientation Professional behaviour, presentation, punctuality and reliability Embrace diversity and actively promote respect for all clients, staff and stakeholders Demonstrated commitment to the principles of diversity, EEO and participatory work practices Demonstrated commitment to access and equity for individuals from disadvantaged communities Influence Ability to manage competing demands and priorities The capacity to inspire trust and confidence from others Self and People Management Well-developed written and oral presentation skills Ability to liaise effectively with clients, community groups, other employees and external agencies Demonstrated confidence and ability to manage challenging situations Ability to work with autonomy and as part of a team Regularly seeks and uses feedback to identify areas for learning and improvement Team Work Assist with the maintenance of a culture of effective team work, communication and consistently high quality service provision Collaborate effectively with supervisor, peers, staff and volunteers from across SCHC to achieve individual, team and organisational objectives; Contribute to effective teamwork by providing support to team members and engaging in supervision processes Planning & Initiative Demonstrated capacity to engage in consultative and cooperative planning processes Information Technology Demonstrated ability to learn and develop skills in ehcp tools, esa tools, and to develop existing skills in MS Outlook, MS Office (including Word) and Internet browsers Demonstrated ability to learn and develop skills in Sunbury Community Health Centre electronic client management systems and programs such as TRAKCare and VHIMS DUTIES & RESPONSIBLITIES: Program Support: To provide first point of contact for Home Care Package holders including answering incoming telephone calls, s, responding to voic messages, and responding appropriately and within a timely manner within the scope of the role. Preparing and sending information to enquirers and HCP holders Preparing and sending individual budget statements and managing queries Visit clients in their home for document signing and to conduct OH&S assessments prior to in- home service provision Administrative Duties To manage administrative functions along the Home Care Package holder journey. This will include enquiry management, managing referral functions with My Aged Care, data entry of client information into relevant systems, agreement preparation and liaison with external providers as required in implementation of Care Plans Assist the Manager, Health and Wellbeing or delegate,and HCP care managers with administrative tasks in relation to the operation of Home Care Packages and other Fee for Service programs as required To provide accurate and timely data entry into required data base systems including o ehcp tools, TRAKcare and esa Maintain the organisation s client records ensuring their safe keeping and confidentiality Page 3 of 5

4 Ensure timely and accurate collection and reporting of appropriate data to meet relevant internal and external reporting requirements and to ensure compliance with legislation Ensuring prompt and accurate scanning of client and service information into client files and SCH document management programs Develop and document Work Instructions for Home Care Package Program as required External Stakeholder engagement : To arrange agreements with external services as agreed to in Care Plans and manage cancellations and changes to service arrangements as required To review invoices and match against services requested on behalf of HCP holders prior to authorisation to pay To follow up on outstanding or incorrect invoices Team Support & Program Development Establish and maintain appropriate communication processes with internal SCH staff to support delivery of Home Care Packages Liaise with Finance Team re monthly budget preparation and reconciliation Contribute to effective teamwork by providing support to team members and engaging in supervision processes Organisational Development Participate in Sunbury Community Health mandatory training and continuing education, including attendance at All Staff training sessions and Development days Participate in staff and team meetings as required Participate in relevant training to update and maintain required skills and competencies Contribute positively to the change management processes Work to enhance the image, reputation and standing of Sunbury Community Health, its services and staff to members of the public, external partners and funding bodies at all times Work towards the achievement of organisational, program aims and objectives in accordance with the values, policies and procedures of the organisation KEY SELECTION CRITERIA Essential 1. High level of proficiency in Microsoft Office applications including Outlook and Word, as well as proficiency and attention to detail in use and administration of client management systems. 2. Relevant experience in business administration, preferably within the health or community sector 3. Ability to take direction and to work autonomously within a small team. 4. Demonstrated ability to use initiative, negotiate and resolve issues supported by sound reasoning and decision making 5. Ability to demonstrate empathy, whilst maintaining strong professional boundaries and self-management strategies 6. Demonstrated ability to work under pressure, prioritise, plan and organise and coordinate workload including general administration and reception tasks 7. High level relationship, communication and interpersonal skills and the ability to operate in a collaborative manner, including proven activelistening skills, and well-developed written and verbal communication skills 8. Demonstrate an ability to work with a wide range of client diversity Page 4 of 5

5 Highly Desirable 1. Demonstrated experience in a Home Care Package or Health Service environment 2. Proficiency in use and administration of TRAKCare client management system and e HCP tools VARIATIONS TO CONDITIONS OF EMPLOYMENT: These conditions of employment, your duties and your location may be varied during the term of your employment. AGREEMENT: I hereby accept and agree to the duties in the Position Description. I understand that this Position Description is to be read in conjunction with my Letter of Appointment and agree to abide by the terms and conditions stipulated therein. Name (please print): Signature: (Incumbent) Date: Signature: (Recruiting Supervisor) Date: Review Date: March 2018 or as required Page 5 of 5