POSITION DESCRIPTION

Transcription

1 POSITION DESCRIPTION Position Title Client Services Officer Employee name Location Macedon St Sunbury Service Unit Vacant Date February 2017 Client and Corporate Services Time Fraction Part-time EFT hrs per week over 5 days 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. SCH 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. 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 Client & Corporate Services Reportable positions Internal relationships Senior CSO Client and Corporate Services Unit General Managers Managers Clinical Staff External relationships Community members Position Summary Client Service Officers form an integral part of the Client and Corporate Service Unit at Sunbury Community Health. Client Service Officers work in partnership with the organisation s service delivery staff and management to make a positive difference to the wellbeing of clients and community. As the first point of contact for our community Client Service Officers are responsible for providing client specific and organisation wide reception, information and administrative support services. Qualifications Required: Relevant experience in a similar role Desirable Certificate III or Diploma in Business Administration Police Check Required Working with Children Check Required No Victorian Driver s Licence: Current First-Aid Level II: Award (if applicable) Victorian Public Health Sector (Health & Allied Services, Managers and Administrative Officers) Multiple Enterprise Agreement ( the Agreement ) Classification Clerical worker Grade B Resource Management Total staff management (EFT) Page 2 of 5

3 COMPETENCIES REQUIRED Client Service Orientation Professional presentation, punctuality and reliability Embrace diversity and actively promote respect for all clients, staff and stakeholders Actively listen and consider the formal and informal contributions and feedback of clients and community members Community and Stakeholder Engagement Ability to build respectful collaborative partnerships with key community stakeholders Self and People Management Demonstrated confidence and personal resilience and ability to manage challenging situations Ability to work with a high degree of autonomy and as part of a team Regularly seeks and uses feedback to identify areas for learning and improvement Team Work Collaborate effectively with supervisor, peers, staff and volunteers from across SCH to achieve individual, team and organisational objectives; Contribute to effective teamwork by providing support to CSO team members engaging in supervision processes Computer Demonstrated ability to learn and develop skills MS Outlook, MS Office (including Word) and Internet browsers; Demonstrated ability to learn and develop skills in Sunbury Community Health electronic record systems and programs such as TRAKCare, Titanium and VHIMS. Planning & Initiative Demonstrated capacity to set and achieve goals through planning, organising and implementing in a consultative and cooperative manner DUTIES & RESPONSIBLITIES: Working as part of a Team, Client Service Officer Duties & Responsibilities include: 1. Service Delivery Provide customer service reception services to clients, staff and other service providers associated with Sunbury Community Health, including; answering incoming telephone calls, greeting clients at the front desk, and dissemination of messages to staff in a pleasant, efficient and timely manner Provide health and welfare information when needed, within the context of the social model of health. Ensure the provision of such information and referral services are in accordance with SCH policy and procedures, in particular the Service Manual Work Instruction Maintain appropriate knowledge levels Maintain appointment systems to enable clients to access the service they require Enter data into on data base systems including (though not limited to): o TRAKCare client registration and appointment schedules o Titanium (Dental Services) Maintain the organisation s client records ensuring their safe keeping and confidentiality Provide service to clients of SCH s Needle & Syringe Exchange Maintain client confidentiality and discretion regarding appointments and dealings with all clients Ensure timely and accurate collection and reporting of appropriate data to meet relevant internal and external reporting requirements and to ensure compliance with privacy legislation Participate in strategic and operational planning processes Respond to request from the senior CSO and CCS Manager 2. Administrative Duties Assist with the collection and distribution of incoming and outgoing mail for the Centre Page 3 of 5

4 Forward faxes and assist with photocopying as required. Ensure the photocopier and fax machines are maintained in working order Assist in service functions, including by not limited to: ordering/purchasing - furniture, equipment, stationery and kitchen supplies dental accounts and recall waitlist letters car bookings ordering of supplies for Needle Syringe Program Maintain office support systems, including organisational equipment, records and filing systems Ensure timely and accurate collection and reconciliation of all monies received Assist in maintaining and updating printed materials and notices in the reception area Ensure prompt and accurate scanning of client and service information into client files and SCH document management programs Monitor health professional client diaries and ensure they are organised in accordance to individual needs Assist the Client and Corporate Services Manager with administrative tasks in relation to the operation of reception and the central office Provision of administration support to organisational Service Units as negotiated with Client and Corporate Services Manager 3. Attend Staff meetings, relevant network meetings, program planning and professional development sessions. 4. Engage in ongoing professional development and quality improvement activities 5. Participate and actively engage in regular Supervision 6. Other duties as required to achieve position specific or organisational objectives Page 4 of 5

5 KEY SELECTION CRITERIA Essential 1. Demonstrated Client Service Officer experience, including: Provision of appropriate service and welfare information to clients via phone and in person operation of an electronic receipting system and multiple databases at the same time dissemination of information via 2. High level relationship, communication and interpersonal skills and the ability to operate in a collaborative manner, including proven active-listening skills, patience and well-developed written and verbal communication skills 3. Excellent time management, organisational and administration skills 4. Demonstrated ability to work in a team or independently 5. Demonstrated initiative, have good problem solving skills and contribute to continuous improvement 6. Understanding of client confidentiality in relation to privacy and legislation 7. Advanced computer skills (Word, Excel, Outlook, etc) Highly Desirable 8. Proficiency in use and administration of TRAKCare client management system and Titanium client management system 9. Demonstrated experience in a Community Health environment 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) Signature: (Direct Supervisor) Date: Date: Review Date: February 2018 or as required Page 5 of 5