Narre Warren, as well as work performed at the request of the agency at any Windermere location TENURE: 30 June 2018

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1 POSITION DESCRIPTION Version 2.8 POSITION TITLE: Senior Victim Assistance Worker Full Time 38 hours per week CLASSIFICATION: Band DIVISION: Victims Assistance Program & Housing PROGRAM: Victims Assistance Program LOCATION: Narre Warren, as well as work performed at the request of the agency at any Windermere location TENURE: 30 June 2018 DATE: October ABOUT WINDERMERE Windermere is an independent community service organization, working across south east Victoria to help those who need it most. Since our beginning more than 150 years ago, we have been working to create a stronger, more connected and supported community. Our support comes in many forms as we work together to find the right solutions for the many and varied complex issues faced by children, families and individuals in our community. Our aim is to get in early by providing programs and services within five primary areas: Family Wellbeing to create positive behavioural changes, greater understanding and respond to violence and/or neglect Childhood Development, Education & Support including child care and services for children and adults with developmental delays and disability Assistance and support for victims of trauma, assault and/or violent crime Community Strengthening designed to respond quickly to critical and emerging needs. Whilst we receive funding for some services from state and federal governments, others are funded solely by donors and sponsors to whom we are truly grateful. We believe that everyone is someone in our community and that is reflected in our approach with those we work with everyday.

2 2. OUR PURPOSE, VISION, VALUES AND ENABLERS Windermere improves wellbeing in children, families and communities by helping to realise their potential, building resilience and connecting people to the community. Our Purpose: We get in early to make a difference in the lives of individuals, families and communities Our Vision: A stronger, connected and supported community Our Values: We believe that everyone is someone in our community where: Equity is viewed as a natural right Fairness embraces and incorporates difference Collaboration results in social good Opportunity creates empowerment and inclusion Our Enablers: People, Quality, Inquiry Purpose of Position The purpose of this position is to work with and support the Manager and Team Leader Victim Assistance Program (Southern) to ensure that provision of quality services is consistent with all Funding & Service Agreements (FASA) and all other contractual agreements and legislation. This position will assist in ensuring operational day to day service provision within Windermere s Victim Assistance Program through the provision of staff support and supervision. The Senior Victim Assistance Worker provides mentoring, guidance, leadership and support to all staff within the team and works closely with the Team Leader and Manager of the Victim Assistance Program. 3. POSITION OBJECTIVES, KEY RESULT AREAS, RESPONSIBILITIES and PERFORMANCE MEASURES To provide a case management service tailored to meet the individual needs of victims of violent crime To assist victims to effectively manage the damaging consequences of violent crime Through assistance to minimize secondary victimization To provide a high quality holistic service that meets the practical, physical, emotional and psychological needs of victims Prepare victims for and support them in navigating the components of the criminal justice system To provide formal fortnightly supervision to Victim Assistance Workers Establish and maintain strong working relationships with other agencies within the justice system and relevant community services to assist the delivery of a seamless service to victims To develop individual care plans focusing on the healing and recovery of victims from the impact and effects of violent crime, in the process assisting them to manage the short and longer term consequences To provide a service in accordance with relevant legislation and the Victims Charter Act 2006 To provide a service in accordance with the Service Standards, Program Guidelines and Practice Manual for Victim Support Services Victoria. Page 2

3 Objectives Key Result Areas Responsibilities Performance Measures Position Knowledge 1. Contributes to policy discussions, CQI, internal committees and supports other programs and service areas across the organisation Engaged with other areas of organisation and cross referrals within organisation are increased 2. Demonstrates competence in standard tasks including supervision of staff, time management, punctuality as well as in holding difficult conversations Positive team culture, evidenced in staff cultural surveys as well as day to day team interactions 90% staff retention in any given calendar year Punctual for all meetings/events Tasks completed in a timely manner 3. Demonstrates a readiness and capacity to learn new skills and seeks own professional development opportunities, feedback and support as required 4. Contributes to the Service Operational Plan development and implementation Staff supported through timely and positive discussions in regards to areas for improvement, with discussions documented as part of supervision or performance improvement framework Professional development opportunities explored and attended Actively seeks and receives feedback in regards to own performance Directions followed in a positive and timely manner Plan developed and areas of delegated responsibility (worker related) implemented Judgement and Decision Making 5. Works without direct supervision Works autonomously and makes timely and responsible decisions for programs of responsibility, within delegation 6. Seeks guidance and advice in relation to difficult matters within an appropriate timeframe from the Team Leader, Service Manager, External Consultants, Director Consumer Services or Manager Human Resources as relevant Difficult matters are discussed with and then managed appropriately 7. Manages issues upwards to Team Leader, Manager or Director as required and in a timely manner, such as critical issues, death of a client, OH&S concerns, events likely to hit media as well as other issues as relevant Manager and Director is aware of all critical issues in a timely manner, either immediately or next business day OH&S Reports completed within 24 hours Incident reports completed and provided to Team Leader, Manager and Director within the required timelines Page 3

4 Communication Skills 8. Communicates appropriately and in a timely manner to external stakeholders including via phone, face to face, and fax as well as regular reporting as required. 9. To attend on prearranged dates around supervision and agency wide and MAG training including agency forums and be actively involved in the 6 week performance review, 3 and 6 month probationary review and a recurring annual performance review with the relevant supervisor Limited attendance and participation at relevant internal and external working groups and forums Stakeholders are engaged and respected Positive work place relationships, and in all conversations, Windermere and staff are spoken about positively. 100% attendance at all internal reviews and agency events Strong relationships built with internal and external stakeholders evidenced by positive feedback in regards to team work and overall contribution and respect of others Leadership and Well Being 10. At all times displays appropriate professional behaviour, e.g. respect, inclusiveness, fairness, confidentiality, honesty Establish and maintain positive working relationships with colleagues that are fair, professional, supportive and respectful. 11. Take own lunch and tea breaks as per Windermere Policy 12. Work with staff to create a positive team and organisational culture, promote Windermere values and strategic directions Positive work place relationships, and in all conversations, Windermere and staff are spoken about positively. Positive team culture and high staff retention Observed by staff in order to role model Lead by example Speaking positively of Windermere and its entire staff and consumers Foster a culture of openness, transparency and accountability Foster a culture of inquiry, learning and community through collaborative leadership that is reflective of Windermere s values 13.Take own annual leave and health and wellbeing leave as per Windermere Policy 14. Actively promotes and assists in the growth and development of direct supervisory reports, such as in creating acting up opportunities, training events and mentoring Staff Related Activities 15. Promote team to work within the Windermere Well-being Framework in accordance with the principles of Appreciative Inquiry Leave taken annually according to Windermere policy Coaching of staff via provision of honest feedback and affirmation and captured in supervision notes Staff continue to develop and grow, evidenced by increased leadership skills Exhibit workplace practice, actions and behaviours in line with Windermere s Well-being Framework Page 4

5 16. Staff are orientated and trained in all relevant Policy, procedure, guidelines, legislation and standards, and that these are adhered to Policies, procedures, guidelines and legislation are understood and adhered to. Staff complete all mandatory training, including induction % minimum supervision of staff within whole team once a fortnight (pro rata) as evidenced by supervision notes 19. Ensure that staff take annual leave, RDO s and TIL as per Windermere Policy Manage annual, personal leave, TIL and RDO s through the use of CONNX and timesheets 20. All staff attend on prearranged dates around supervision and agency wide and external training including agency forums and that all staff are actively involved in their 6 week performance review, 3 and 6 month probationary review and a recurring annual performance review with the relevant supervisor, inclusive of annual review of position descriptions Together with staff, identify training needs and develop individualised training programs, including compulsory training to eliminate potential risks where required (such as food handling and first aid) Supervision audit, documented monthly within supervision framework/work plan Leave is taken by all staff in accordance with Windermere Policy and audited in CONNX Reviews conducted and provided to Manager in a timely manner 100% of PD s and contracts are up to date Training is sourced and attended Training forms are completed and submitted to HR 21. Contribute to productive and positive team meetings Team meeting contributions are positive and supported using an Appreciative Inquiry framework Compliance Related Activities 22. Ensures client service delivery and client files are compliant with all relevant service agreements and regulations Participate in the evaluation of programs / audits Ensure timely completion of Incident Reports and forward to Team Leader in order for Windermere to adhere to legislated timelines Compliant Audits conducted and passed 100% FASA compliance Incident Reports completed Discussed with Team Leader in supervision Regularly review individual and team performance against KPI s and implement corrective action where necessary 23.Compliant with all relevant Compliant Page 5

6 standards/legislation; - OH&S - EEO - Industrial Relations - Privacy Policy Development and CQI 24. Familiar with and adhere to Windermere s Policies and Procedures 25. Utilises the tools, templates and or supports designed to assist supervisors in effective and compliant workforce management Issues of concern or non-compliance are addressed with the support of the Team Leader when formal disciplinary action required, in a timely manner, and discussed with staff openly and that staff are supported to address any concerns and improve performance as appropriate 26.Grievances or complaints managed in line with Windermere policies systemic issues identified and addressed 27. Maintain a high level of awareness in regards to risk management, implementing appropriate action to eliminate or mitigate risks end ensure client/worker safety as well as organisational reputation and viability Consumer Services 28. To provide case management, where complex issues are present. Policies read, understood and adhered to Tools utilised, inclusive of PDs, supervision, contract information, performance improvement Conversations of performance are documented in line with policy and discussed with Team Leader and Manager Grievance procedure followed Risks are eliminated or mitigated with the support of Team Leader as required Manage a caseload up to 20 cases depending on intensity/complexity of cases and taking into account other employment tasks / commitments 100% of eligible VAP consumers referred to workers are contacted within three business days and an assessment visit occurs within ten business days. In-depth risk needs based / strength-based assessments Victim Assistance Practice Manual and Guidelines Demonstrated understanding of child and adolescent development, family functioning and the theoretical underpinnings of child centered, family focused casework Preparation of reports, service documents and maintenance of accurate and up-todate case notes 100% of case related material is computerized within 3 days of the contact having occurred; this includes case notes, and data entry. Critical incident information to be recorded within 24 hours Complete closure reports for allocated Page 6

7 clients within two weeks of decision to close Full compliance with all legislation and Windermere policies, guidelines and procedures relating to Integrated Family Services Service Specific, Work outside of standard Windermere business hours, including evenings and weekends for the purpose of client contact as required Ensure that staff work within the guidelines of current legislation (Victims Charter Act ) Promptly manage situations of conflict or complaint arising from casework including the completion of all appropriate documentation and liaison with the Team Leade/;Managerr with a strong commitment towards high quality customer service Targets set by VSA are met to a satisfactory level by actively reviewing staff caseloads and hours of service provided. Critical client database information entered within 24 hours of incident of service, including an incident report. Three days for normal case notes. Monitor case notes on a monthly basis, by conducting required Audits. 50% return rate for Client Satisfaction Surveys Ensure that all issues or complaints are dealt within 3 days. The employee will be expected to perform other duties outside those set in the position description as directed from time to time which are within the employee s skill, qualification, experience and competence level to meet the agencies operational needs. The Position Description may be amended from time to time at the agency s discretion. Where there is inconsistency between KPI s in this Position Description and those within the Agency Objectives, the Agency Objectives will stand. 4. JUDGEMENT & DECISION MAKING The incumbent is expected to work with limited direct supervision though receives support and direction in the day to day functioning of their program. It is expected that objective judgements be shown in all decisionmaking processes with reference to Windermere s policy and procedure manuals. Day to day decisions will be expected to ensure the adequate supervision and safety of staff and clients involved in this program. Problem solving, within area of expertise, and decisive actions will often be needed. Guidance and advice in relations to difficult matters will be available within an appropriate time frame from the Team Leader/Manager or Director. 5. INTERPERSONAL SKILLS Excellent verbal and written communication skills Empathy with, and the ability to gain co-operation and assistance from a range of people, in particular clients and other staff members Page 7

8 Ability to discuss and resolve problems Tact and discretion Self-confident and able to set appropriate personal boundaries Mediation and conflict resolution skills Ability to work as part of a team at all levels of the agency 6. ORGANISATIONAL RELATIONSHIPS LINE MANAGER: SUPERVISES: INTERNAL RELATIONSHIPS: EXTERNAL RELATIONSHIPS: Team Leader Victim Assistance Program Victim Assistance Program All Windermere staff and volunteers Relevant networks, consumers and other stakeholders 7. KEY SELECTION CRITERIA Tertiary qualifications in social work, social welfare or relevant equivalent Minimum of 3 years experiences in a senior supervisory role within the community sector in a trauma related area Personal qualities: Motivated, enthusiastic and passionate about social justice Self-discipline able to maintain a consistent and appropriate pattern of behavior under pressure. Is able to recognize and control inappropriate emotions during a situation or interaction. Is able to recognize own limitations and works with others to ensure plans are achieved. Page 8

9 Self-confidence - trusting of own abilities. Listens to and considers criticism and instruction and able to reflect on their actions in a balanced manner. Seeks feedback as appropriate. Relationship Building establishes and maintains relationships at all levels. Promotes harmony within team and diplomatic when dealing with disagreements. Able to build and maintain useful partnerships with other service providers. Display consistency in actions, values and communication. Able to exercise tact and discretion. Team Work Cooperates and works well with others to achieve team goals. Ability to collaborate and share information and knowledge. Demonstrates consideration, concern and respect for others. Works well with different working styles and in open-plan office environment. Knowledge and Skills Problem Solving Ability to consider issues from different perspectives, gather information and able to identify, propose and implement agreed solutions to problems. Verbal and written communication Highly developed written and verbal communication skills. Able to maintain client files and databases. Ability to prepare written reports. Planning and organizing possess competent work organization and time management skills. Able to set priorities and work within Service Standards and Program Guideline within appropriate timelines. Ability to work under pressure. An evidence based understanding of the impact of violent crime on the individual, families and community Sound knowledge of the complexities of family violence and sexual assault Demonstrated awareness of the needs of people from diverse background and cultures Demonstrate assessment skills, including initial and ongoing risk assessment Current Victorian Driver s License Ability to use a computer and all relevant technology Willingness to undertake a Police Check and Working with Children Check 8. CONDITIONS OF EMPLOYMENT Terms and conditions of employment are in accordance with the Employment Agreement and Windermere Child and Family Services policies and procedures. Pre-Employment Disclosure - All appointments are subject to the candidate completing a Pre-Employment Disclosure Form regarding pre-existing illnesses or conditions that may affect their ability to perform the inherent requirements of the position and consideration of the completed form by Windermere. Medical Examination - All appointments are subject to the satisfactory completion of a pre-employment medical examination at Narre Warren Medical Centre at Windermere s expense. Windermere will be advised by the medical practitioner whether the individual is fit to perform the role. Any medical opinion obtained by Windermere in respect of an unsuccessful candidate will be destroyed at the end of the selection process. In the case of an appointee, the medical opinion obtained will be stored in a secure location. Probation Period - The first three (3) months of your employment is a probationary period in which either of the partied may terminate your employment on 1 day s notice in writing to the other party. At any time during, or at the end of the three month probationary period, the Employer may advise you as to whether and/or on what basis your employment will continue beyond the initial probationary period. A qualifying period of six (6) months applies to your employment. After the 3 month probationary period is completed, one weeks notice is required by either party upon termination in the final 3 months of the qualifying period. Police Record Check - All appointments are subject to a clear National Police Record Check. Page 9

10 Working with Children Check All appointments are subject to a clear Working with Children Check. The appointee is required to provide details of the Working with Children Check to Human Resources. Occupational Health & Safety To adhere to OH&S policies, procedures and guidelines and use all the necessary safety equipment provided and to report any defect in any such equipment or workplace hazards as soon as it comes to your attention. Smoke free environment - Windermere is a smoke free working environment. Place of Employment - You may be required to report for duties and work from any of Windermere s work locations throughout the service region. Qualifications - The successful applicant will be required to substantiate formal qualifications. 9. WORK AND FAMILY BALANCE Windermere understands the importance of promoting a family friendly working environment and promotes work-life balance by offering provisions that foster a culture of flexibility, support and wellbeing. Page 10

11 The position may require some work outside of Windermere s ordinary operating hours from time to time. Windermere is an equal opportunity employer and values diversity. Where possible, Windermere will examine ways to reasonably modify work practices to accommodate the successful applicants. 10. APPLICATION DETAILS To maximise your opportunity for employment, it is recommended that you provide the following information: Covering application letter (quoting Job Reference number below) Statements addressing the key selection criteria required in the position description Current Resume that includes a minimum of 2-3 referees The personal information that you have provided in your job application and curriculum vitae will be used for the purposes of assessing your application, and will be treated in accordance with our Privacy Policy, which is available at or by request to us. If you are unsuccessful in securing a position with Windermere at this time, we will hold your application for 3 months, after which time it will be securely destroyed. Windermere conducts thorough and detailed reference checks for short listed candidates. Shortlisted applicants will be asked to provide copies of relevant qualifications at interview. Under Victorian Workcover legislation, it is the successful applicant s duty to advise Windermere of any preexisting condition, which could be aggravated by the type of employment they are applying for. Failure to do so will seriously jeopardize any entitlement the employee might have for a work related aggravation of that non-disclosed pre existing condition. Page 11

12 Closing Date: 28 th October 2016 For further information about Windermere, please visit Please send your application to: Quote in the subject line of Job Reference 0025VAP Alternatively you can send your application via the Windermere website by following the prompts under how to apply. Go to: I have read this document and agree to undertake the duties and responsibilities listed above. I acknowledge that: The PD is an indication of the duties and responsibilities that I may be required to undertake. Additional or other duties and responsibilities may be allocated to me. Where additional training and support is required to fulfil extra or other duties of a similar level of responsibility, it will be provided within the guidelines of Windermere s Training and Development policy. The PD will be reviewed regularly in consultation with me. The Key Performance Indicators (KPIs), where included in this document, are indicative. KPIs will be set by the immediate supervisor in discussion with me, for each year (or another set period) and my performance reviewed against those KPIs. Occupant: Name: Signature: Date: Page 12