Concierge. Position reference Position type Part time fixed term until 30 June 2018 working 19 hours per week. Remuneration

Transcription

1 Concierge

2 Concierge Position reference Position type Remuneration Service Area/division/state Effective date Part time fixed term until 30 June 2018 working 19 hours per week $45,228 - $52,982 per annum pro rata plus 9.5% superannuation and salary packaging Mind Thrive Centre North West Community Services/North West Victoria /Victoria November 2017 The Concierge will respond efficiently and warmly to all enquiries and will lead the Centre s response to customer enquiries, ensuring a helpful customer service experience for any customer attending a Thrive Mental Health and Wellbeing centre. The Concierge will be highly productive and customer centric, presenting a professional image and providing a high level of service to customers. Thrive Mental Health and Wellbeing Centres offer a targeted range of supports and services that aim to maximise recovery outcomes. Our Thrive services include group education and learning, mentoring and coaching, education and vocational support, housing and linkage services, counselling and NDIS planning and access supports. Thrive services operate in the context of local community, with a focus on supporting people to achieve their better life goals.

3 Provide direct support to customers Provide administrative support Work with local service providers Working with stakeholders Working in the customer s community Other Provide a professional approach and respond efficiently and warmly to all enquiries. Lead the center response to demand during surge times, ensuring a helpful customer service experience for any customer attending a Thrive center. Liaise with customers and employees and ensure hospitality of customers. Provide new customers with an overview and menu of services. Assist people with their individual or group services or bookings. Make / change bookings for Core, Thrive or Connect. Support information enquiries from a large variety of people including those presenting in distress. Support and work in liaison with the broader Customer Support Centre. Coordinate and support Thrive welcome sessions. Develop and model the Thrive service greeting and engagement process with assistance from the Manager. Be the point of contact for central intake as part of the broader customer service platform. Assist with the completion of customer service agreements. Answer incoming calls and referrals. Organise incoming and outgoing mail. Manage NDIS and MBS billing and record keeping and fee for service. Maintain customer records including signifying for services received. Be a strong team player and promote the value of team support. Customer focused approach and ability to support and liaise with a broad range of customers including consumers and families /carers. Be confident liaising with peer and community mental health support staff including contractors as well as a broad range of internal and external stakeholders. Work in liaison with the broader MA NDIS services. Actively contribute to the establishment and maintenance of constructive relationships within both the team and stakeholders, as required. Build an understanding and awareness of risks that are particular to working in the community, and respond as appropriate. Assist customers to participate in lifestyle recreational activities (including outings and excursions). Documents all activities using Mind s ICT system and processes including the evidence and billing requirements in line with NDIS service instructions. Actively participate and contribute to the team and wider organisational initiatives. Undertake relevant training and professional development, including regular supervision. Take personal responsibility for the quality and safety of work undertaken. Contribute to service delivery improvements. Other duties as delegated.

4 Reports directly to the Centre Lead. Core Requirements Certificate IV in a related field as designated by Mind Minimum 2 years relevant work experience in a customer service and administrative/medical environment An ability to support people with complex needs and enquiries Current valid Driver s License Current National Police Record Check Current Working With Children Check (Employee) 1 Responsiveness (PA-Res-1) Adapts to changing priorities flexibly, proactively and easily 2 Customer service (RS-Cus-1) Provides consistent, professional, ethical and responsive customer service to customers and stakeholders 3 Communication (RS-Com-1) Communicates clearly, professionally and appropriately 4 Commitment to team (RS-Ctm -1) Actively cooperates and contributes to team discussions with a focus on creating solutions 5 Planning and prioritising (RE-Pap-1) Prioritises individual tasks and priorities in line with broader team goals and monitors progress 6 Safety (BE-Saf-1) Demonstrates commitment to personal safety and the safety of others

5 This position is part time fixed term working 19 hours per week until 30 June Working days will generally be Monday to Friday worked between the hours of between the hours of 8am to 6pm as required. Please note that the work pattern may be subject to change to meet the needs of the service. You are able to salary package a tax free amount, which is currently up to $15,900 per FBT year, plus other items including meal and entertainment and accommodation. The amount available for salary packaging will be subject to Commonwealth legislation as it applies from time to time and on the basis that Mind will not incur any liabilities for FBT. Mind offers salary packaging through an outsourced provider (currently RACV Salary Solutions). Other conditions are as per Mind s industrial agreement. Employer superannuation contribution will be paid according to the legislative requirement. Appointment is subject to a six month probationary period of employment. To learn more about Mind visit mindaustralia.org.au Follow us /MindAustralia You can also watch our Great Minds series of videos by visiting Mind Australia Limited ABN