ROLE DESCRIPTION. Education Support Officer. For more information, please go to

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1 ROLE DESCRIPTION Cluster/ Department/ Agency NSW Health Role Number Will Vary Branch/Unit NSW Institute of Psychiatry Classification/Grade/Band Clerk Grade 5-6 Division Academic Role Type Permanent Full Time Location North Parramatta Date of Approval November 2013 Agency Overview & Website Details The NSW Institute of Psychiatry (NSWIOP) is a major provider of professional education in mental health in Australia. NSWIOP provides postgraduate training for psychiatrists, general practitioners, healthcare professionals, people who use mental health services and training workshops for carers of people with mental health problems, staff of non-government organisations and members of the community. Many of our students work with infants, children, adolescents and their families, people affected by mental illness, older persons, people of culturally and linguistically diverse backgrounds and those with problematic substance use. NSWIOP also offers extensive experience in mental health project management and provides an extensive number of customised courses, specifically tailored to meet the training needs of organisations. For more information, please go to PURPOSE OF THE ROLE To coordinate the administration of all aspects of courses and program delivery, and the delivery of a comprehensive end-to-end student administration service, from enrolment through to graduation. KEY ACCOUNTABILITIES As a key point of contact and information about NSWIOP offerings, provides a high level of customer service to students, learners and stakeholders, assisting in the planning and delivery of student / learner recruitment events and supporting student/learner oriented communications Coordinate the administration of all aspects of courses and program delivery, and the delivery of a comprehensive end-to-end student administration service, from enrolment through to graduation in accordance with NSWIOP standards, guidelines and procedures Liaises with academic staff regarding unit / course / program / project resources, prepares unit /project guides and organises printing and distribution; and manages all online resources through the learning management system, including lecture / seminar / workshop notes, assignments and assignment submission and learner feedback. Final, 7/01/2014 Page 1

2 Monitors, collates analyses and reports on student and learner evaluation of units / programs/ workshops and produces regular and ad hoc reports relating to performance of students/ program / course(s) and projects, as per agreements signed with partners and third parties; this includes but is not limited to information relating to student welfare, disciplinary matters, and project deliverables Provides full administrative support to NSWIOP staff on a regular and ad hoc basis, to assist them in the execution of their duties and responsibilities as representatives of NSWIOP on a state-wide, national and international basis; this includes diary management, travel and accommodation bookings as well as administrative support at committee / subcommittee meetings including agenda distribution, minute taking and post-meeting minute distribution Works collaboratively with other key functions at NSWIOP and builds and maintains positive relations with all internal and external customers, stakeholders and partners of NSWIOP Actively participates at inter-departmental meetings when require required and at meetings with external stake-holders, third party suppliers and so on and attends regular workstream meetings to contribute to the development of an informed and focused high performing team atmosphere Ensures all practices comply with anti-discrimination and workplace health, safety and rehabilitation legislation and promotes the establishment of equal employment opportunity and the adherence to the ethnic affairs policy statement CRITICAL IMPACTS Providing high levels of customer service throughout the academic year especially during periods of peak activity Maintaining currency in the most efficient administrative processes, including changes in technology which enable further efficiencies to be made Supporting the application of educational technologies to achieve efficiencies in educational support and enhance learner experiences KEY RELATIONSHIPS Who (i.e. who is the relationship with) Students & Learners Course Coordinators Third-party, contracted staff Other members of NSWIOP staff NSWIOP related Committees Staff at other educational establishments Why (i.e. purpose of the relationship) To ensure that students and learners obtain all the information they need across areas including general enquiries, enrolment, learning materials, progression and reports, assignments, achieving optimal levels of student satisfaction; to facilitate the smooth running of resident block weeks and both on and off-site workshops To support their work in course / program design and implementation; to ensure they have ready access to all pertinent student / learner information, which is correct, accurate and upto-date To be point of contact for contracted staff (lecturers, course/program designers, markers etc.(as they relate to specific programs / units To ensure that an appropriate flow of information across a wide range of subjects is achieved and maintained To provide administrative support including organisation, minute-taking and distribution of minutes, and any or all associated reports To promote and facilitate positive working relationships between educational organisations active in the mental health environment Final, 7/01/2014 Page 2

3 CAPABILITIES FOR THE ROLE Focus capabilities The focus capabilities for the role are those in which new occupant/s of the role must demonstrate immediate competence. CAPABILITY GROUP AND NAME Personal Attributes Display Resilience and Courage Be open and honest, prepared to express your views, and willing to accept and commit to change LEVEL BEHAVIOURAL INDICATORS Be flexible, show initiative and respond quickly when situations change Give frank and honest feedback / advice Listen when ideas are challenged, seek to understand the nature of the criticism and respond constructively Raise and work through challenging issues and seek alternatives Keep in control of own emotions and stay calm under pressure and in challenging situations Personal Attributes Manage Self Show drive and motivation, a measured approach and a commitment to learning Look for and take advantage of opportunities to learn new skills and develop strengths Show commitment to achieving challenging goals Examine and reflect on own performance Seek and respond positively to constructive feedback and guidance Demonstrate a high level of personal motivation Communicate Effectively Communicate clearly, actively listen to others and respond with respect Advanced Present with credibility, engage varied audiences and test levels of understanding Translate technical and complex information concisely for diverse audiences Create opportunities for others to contribute to discussion and debate Actively listen and encourage others to contribute inputs Adjust style and approach to optimise outcomes Write fluently and persuasively in a range of styles and formats Commit to Customer Service Provide customer centric services in line with public service and organisational objectives Take responsibility for delivering high quality customer-focused services Understand customer perspectives and ensure responsiveness to their needs Identify customer service needs and implement solutions Find opportunities to co-operate with internal and external parties to improve outcomes for customers Maintain relationships with key customers in areas of expertise Connect and collaborate with relevant stakeholders within the community Work Collaboratively Collaborate with others and value their contribution Encourage a culture of recognising the value of collaboration Build co-operation and overcome barriers to information sharing and communication across teams / work units Share lessons learned across the organisation Identify opportunities to work collaboratively with other teams / work units to solve issues and to develop better processes and approaches to work Results Think and Resolve Problems Think, analyse and consider the broader context to develop practical solutions Research and analyse information, identify interrelationships and make recommendations based on relevant evidence Anticipate, identify and address issues and potential problems and select the most effective solutions from a range of options Participate in and contribute to business initiatives to resolve common issues or barriers to effectiveness Identify and share business process improvements to enhance effectiveness Final, 7/01/2014 Page 3

4 Business Enablers Project Management Understand and apply effective planning, coordination and control methods Perform basic research and analysis which others will use to inform project directions Understand project goals, steps to be undertaken and expected outcomes Prepare accurate documentation to support cost or resource estimates Participate and contribute to reviews of progress, outcomes, and future improvements Identify and escalate any possible variance from project plans Capability summary Below are the capabilities required for this role. CAPABILITY GROUP CAPABILITY NAME Display Resilience and Courage Act with Integrity Manage Self Value Diversity Communicate Effectively Commit to Customer Service Work Collaboratively Influence and Negotiate Deliver Results Plan and Prioritise Think and Solve Problems Demonstrate Accountability Finance Technology Procurement and Contract Management Project Management Manage and Develop People Inspire Direction and Purpose Optimise Business Outcomes Manage Reform and Change LEVEL Advanced Note: those highlighted in blue are the focus capabilities for the role OCCUPATION/PROFESSION SPECIFIC CAPABILITIES FOR THE ROLE The NSW Public Sector Capability Framework is designed to work in conjunction with any occupation/profession specific capability sets, thus providing a comprehensive description of the knowledge, skills and abilities required in functional specific roles. ROLE DIMENSIONS REPORTING ARRANGEMENTS The role reports to Director Medical / Multidisciplinary / Community Education & Special Projects Final, 7/01/2014 Page 4

5 DIMENSIONS Staff: Number of Direct Reports: 0 Number of Additional Indirect Reports: 0 Budget Managed: 0 DECISIONS The incumbent exercises decisions relating to prioritising tasks according to the workload at hand. OTHER REQUIREMENTS Success Profile Technical Skills, Knowledge and Behaviours Success in the role of will be achieved by demonstrating the following technical skills, knowledge and behaviours: Demonstrated experience in the delivery of a consistently high standard of customer service support in an educational environment Demonstrated experience in working efficiently and accurately with information, learning and content management software systems Demonstrated ability to work independently and as a member of a team including capability to resolve operational problems and to advise and support members of staff, students and learners and other stakeholders in a proactive manner Outstanding communication and interpersonal skills combined with a flexible, adaptable and solutions oriented approach to work Highly skilled in the use of the MS Office suite of products, particularly MS Word, Excel, and PowerPoint, with the demonstrated ability to design and generate value added, concise, accurate and relevant courseware and reports to stakeholders. Demonstrated ability to determine priorities, organise and co-ordinate work, meet strict deadlines and to work independently and as part of a team without the need for close supervision in a busy environment Demonstrated commitment to and evidence of maintaining currency with changes that affect work practices and to ongoing training and development Tertiary qualification (Certificate IV) in Business Administration, or equivalent industry experience Final, 7/01/2014 Page 5