ROLE DESCRIPTION. Customer Service/Receptionist

Transcription

1 ROLE DESCRIPTION Position: Reports to: Customer Service/Receptionist Manager Ryde Centre Role Family: Corporate Support Level: D (AQF3) Organisational Context: Cerebral Palsy Alliance is the largest provider of disability services in NSW, providing a range of services to people with cerebral palsy and other disabilities. These include accommodation, therapy, technology, employment, community access and support and currently operate in a highly decentralised model through 55 separate service outlets. Cerebral Palsy Alliance s corporate offices are based at Allambie Heights. Their primary function is to provide the organisation with the necessary resources and support that will assist all operational areas to achieve Cerebral Palsy Alliance s overall mission and strategic direction. Cerebral Palsy Alliance has four geographical regions, each managed by a Regional Manager. The Customer Service/Receptionist role is part of the LifePoints Therapy Services team based at the Fairfield City Marconi Centre at Prairiewood and will assist the management and team at this centre with reception and administration requirements. Purpose, Nature and Scope of the Role: This role exists to: Provide a positive customer service experience for all clients, staff and visitors to Cerebral Palsy Alliance Perform reception duties Answer calls and direct them to the appropriate person Assist with data entry and calendar management Assist with ordering, filing and general administration duties Organisational Relationships & Staff Establishment: This role reports directly to the site Manager and Senior Manager, who reports to the Divisional Manager Customer Service/ Receptionist Manager Divisional Manager Customer Services / Receptionist Role Description January 2014 Page 1 of 7

2 Core Competencies of the Role: Organisational Knowledge Leadership/Teamwork Interpersonal Skills/Communication Problem Solving/Decision Making Legislation/Standards/Practice Service Delivery Professional Learning & Development: Cerebral Palsy Alliance has a strong commitment to providing our employees with evidence based, responsive professional development which includes the delivery of nationally accredited courses through its Registered Training Organisation. It is compulsory for all new employees to complete Cerebral Palsy Alliances, Orientation and Induction Program in accordance with the current Training Alliance Learning Calendar. For further information please visit Training Alliance calendar Each employee must also ensure that learning and development, as outlined in the Annual Performance Appraisal, including knowledge of current Cerebral Palsy Alliance policies and procedures, is maintained. Interpersonal Relationships: Internal: Local team members LifePoints Management Team Other LifePoints Services team members Other Cerebral Palsy Alliance Staff External: Clients, families and carers Community services Disability service providers Government departments and services e.g. schools, home care Private practitioners, health and medical services Other relevant agencies Position Dimensions: Staffing: Direct Reports: Nil Indirect Reports: Nil Budget: Nil 2

3 Core Competencies Competency Descriptors Performance Outcomes Organisational Knowledge Leadership/ Teamwork Has a general understanding of the mission and values of Cerebral Palsy Alliance Has a general understanding of Cerebral Palsy Alliance s key result areas and strategies Has a general understanding of the impact and interaction of services/programs/departments of other Cerebral Palsy Alliance services Has a general understanding of Cerebral Palsy Alliance policies and procedures Ability to work with minimal supervision Becoming self-reliant. Works collaboratively as part of team Employees at this level are responsible and accountable for their own work, with checking related to overall progress. Employees are required to exercise judgement and initiative within a broad range of their skills and knowledge. Able to locate and briefly describe the mission and values of Cerebral Palsy Alliance Demonstrates core values in workplace Clearly articulates the policies and procedures affecting their role Can identify key internal partners and the relationships Clear understanding of the links between own service and other Cerebral Palsy Alliance services Can describe in general terms how own service plan fits within Cerebral Palsy Alliance s strategic plan Operates from a Code of Conduct in line with policies and procedures Works independently under leadership of senior staff Actively contributes to team planning, staff meeting and support sessions Actively contributes to a culture of teamwork Recognises and utilises other team members skills and expertise Identifies the need for support and seeks assistance to resolve issues Meets required responsibilities as per role Supports colleagues in their roles and responsibilities Provides peer feedback for other staff appraisals Coordinates team projects in consultation with manager Provide positive role model to other staff in own area of work 3

4 Core Competencies Competency Descriptors Performance Outcomes Interpersonal Skills/ Communication Problem Solving / Decision Making/ Research Legislation / Standards/ Practice Handles non-routine phone enquiries and correspondence and can provide appropriate direct for response Effectively liaise, both verbally and in writing, with other services/programs /departments/families Minimises conflict Actively identifies and resolves problems/discrepancies within own work Seeks manager s assistance when necessary Adjusts own work accordingly Highlights non-routine complex problems and suggests solutions Has a working knowledge of all relevant standards and government legislation e.g., WHSIM, Disability Services Act, Disability Service Standards. Understand the issues surrounding noncompliance to legislation and standards, and the impact this has on the organisation. Understands how work practices change and their impact across other work areas. Accurately and professionally responds to enquiries/issues Effectively communicates with customers, both internal and external Uses conflict resolution principles to resolve own conflicts Demonstrates an awareness of the impact of staff conflicts on others and service delivery Demonstrates a clear understanding of Good Working Relations, including harassment, bullying and discrimination Recognises the impact of diversity in the workplace and adjusts own work practices accordingly In the absence of more senior staff, demonstrates initiative to deliver service functions Independently prioritises essential duties, work schedule and displays effective time management skills Self-evaluates role and own performance Consults in problem solving/decision making process Actively seeks out solutions to identified problems within working environment Adheres to detailed and precise service delivery procedures and standards Evaluates own work to ensure standards are met Suggests changes to improve quality in own work area and makes agreed changes Awareness of the impact of legislation and standards on day to day service delivery Demonstrates working knowledge of WHSIM responsibilities, policies and procedures within Cerebral Palsy Alliance General understanding of responsibilities in relation to the Child Protection Act Identifies and reports all policy/procedural breaches Actively participates through available means, to develop better work practices 4

5 Core Competencies Competency Descriptors Performance Outcomes Qualifications/ Experience Service Delivery Management Year 10 / Certificate III in Administration or equivalent work experience Completion of basic IT support training Performs general administrative and/or data entry duties including the maintenance of record systems (hard copy and electronic) Understands and adopts terminology appropriate to the areas of work Presents a positive image of the Cerebral Palsy Alliance to the community and external customers Numeracy and literacy skills appropriate to role Intermediate computer skills in Microsoft Office (Word, Excel and Outlook) Basic computer skills in PowerPoint Supports other team members in Microsoft Office computer applications Reception duties including responding to enquiries, where presentation and the use of interpersonal skills together with the acquisition of sound knowledge of the organisation s operations and services are a key aspect of this role Engages in collaborative identification of needs that reflect and respect client/family priorities Recognises family s team may extend beyond parents alone and includes significant others Completes required documentation in line with standards and policies Uses Microsoft Office suite software to create, format, edit, correct, print and save text documents and spreadsheets Data collection, maintenance and review as requested Performs a broad range of clerical functions within this level Adheres to policies relating to customer service Provides administrative support to the site managers and team as required 5

6 Knowledge, Skills, Experience and Values: Essential: Computer literacy and familiarity with Microsoft packages intermediate skill level (Word, Excel, Outlook) Ability to function effectively as part of a team Experience providing a customer service Excellent interpersonal and written communication skills Ability to prioritise work and meet deadlines Commitment to the rights of people with disabilities Commitment to learning and development Desirable: Previous experience working with people with disabilities Signed... Manager Date... STATEMENT OF DUTIES Customer Service / Receptionist 6

7 Present a positive image of Cerebral Palsy Alliance to both internal and external customers Professionally greet customers and community members from a range of backgrounds and with diverse needs and/or disabilities Accurately respond to enquiries and issues via phone, or face to face from staff and customers Use excellent interpersonal skills to assist customers appropriately, providing information and directing customers to the appropriate staff member/service Perform general administrative and/or data entry duties which may include o managing incoming and outgoing mail, internal and external o typing information, minutes etc as related to the role or requested by staff o entering data onto client data management system o ordering and receiving equipment o maintaining office equipment and resources at a functioning level and responding to maintenance needs o manage room, equipment and vehicle bookings as require Independently prioritise essential duties, work schedule and display effective time management skills. Manage a workload of a number of tasks at a given time Maintain a high level of confidentiality at all times Actively seek out solutions to identified problems within working environment and seek support as appropriate Keep reception and waiting area clear and tidy, ensuring appropriate and up to date information is available to customers Work within a small administrative support team as well as a larger team with staff from a range of professional backgrounds Manage monetary payments as per organisational procedures. Perform other relevant administration duties as requested by Manager. 7