Providing expert support to all victims of crime in South Australia. All victims of crime in South Australia receive the support they need

Transcription

1 1 Job Title: Classification: Responsible To: Manager Quality and Research Above-Award Individual Contract Chief Executive Responsible For: VSS Purpose VSS Vision The quality of client, information, research and advocacy services at VSS Providing expert support to all victims of crime in South Australia All victims of crime in South Australia receive the support they need VSS Values Client Centred We listen & respond to needs Respectful Everyone is different & warrants a professional approach Collaborative We achieve results through collaboration, connection and partnership Progressive We continually learn & adapt Effective We measure, evaluate, report & improve Position Purpose: To ensure that VSS staff and volunteers have the tools and resources to provide high quality, evidence informed support to victims of crime throughout South Australia through direct client services, information, research and advocacy. Key Challenges: Key Result Areas Developing the research, evaluation, client services and support systems that will enable VSS to become a leader in evidenceinformed practice in the provision of victim support services Increasing the profile and credibility of VSS through high quality research, advocacy campaigns and media engagement Client Services Quality & Practice Client Services Data Client Services Information Research and Advocacy Media & Publications Training Services Management Industrial Instruments Location The Victim Support Service Incorporated Enterprise Agreement 2014, whose terms and conditions of employment are governed by the Social and Community Services Award, is used to guide work practices for non-award employees 11 Halifax Street, Adelaide

2 2 A. ORGANISATION CHART (What are the key reporting relationships for the role?) Chief Executive Julian Roffe Manager Corporate Services Manager Quality & Research Manager Client Services Manager Business Development & Communications Manager Legal Services Nyembe Kalua Vacant Jodie Sloan Louise Bastian Debra Spizzo B. WORKING RELATIONSHIPS Reporting to the VSS Chief Executive Manager Quality and Research will work in conjunction with the Team Leadership Committee (TLC) Manager Quality and Research will work in conjunction with the Manager Client Services to ensure that strong links are maintained between frontline delivery and program quality, support systems and VSS Training Services Manager Quality and Research will directly supervise the Research and Advocacy Officer and the Librarian

3 3 C. JOB REQUIREMENTS (What are the key activities for the role?) Key Result Area 1 Client Services Quality and Practice Quality System - Develop and implement a Quality System to support continuous improvement in service and business performance - Implement an organisation approach to the Evaluation of Professional Practice (EPP) Service Delivery - Maintain a formal process of determining and evaluating service delivery to ensure that VSS services are delivered in a consistent manner aligned to the strategic and operational objectives of the organisation Continuous Improvement - Design and deliver a program of continuous improvement, including a process of sourcing and evaluating client feedback for service delivery including periodic surveys and interviews - Identify opportunities to use information to drive improvements in victim services Evidence-Informed Practice - Work with the Client Services Manager to embed an evidence-informed approach to supportive and therapeutic counselling services delivered by VSS staff where service interventions lead to improved client outcomes Workplace Accreditation Standards - Maintain formal accreditation standards (Service Excellence and White Ribbon) and assess options for VSS to obtain other workplace quality assurance endorsements VSS has implemented a Quality System VSS has developed an evidence-based counselling service that is revered by other service providers

4 4 Policies and Procedures - Develop, administer, and review policies and procedures which guide VSS staff and volunteers as they deliver programs and services Key Result Area 2 Client Services Data VSS Practice Management System - Lead the development, implementation and adoption of the VSS Practice Management System Data Information Service - Develop and lead a responsive and efficient data information service that supports VSS to meet its strategic and operational objectives through the provision of high quality analysis and insight - Maintain a detailed knowledge of VSS data flows and incorporate all flows consistently in to the VSS Practice Management System - Maintain specialist knowledge for methodologies for analysis and reporting Data Quality - Develop & implement a data quality improvement program, to ensure a consistent approach to data quality across the organisation VSS is able to measure and report on client outcomes Satisfaction with organisational performance reporting amongst TLC and Board of Management continues to increase Performance Reporting - Develop and disseminate performance reports that support the management team to deliver on organisational, program and staff performance goals Decision-Making - Support VSS managers in the use of data to support informed decision making in the commissioning of new programs, tender submissions and major projects

5 5 Key Result Area 3 Client Services - Information Client Information Services - Modernise VSS client information services and systems in South Australia (including telephone enquiry services, website content, library, client access) Resource Centre - Evaluate library and information services at VSS and implement ongoing improvements as necessary Client contacts increase Average website visitor numbers increase to 1,500 per day Average website pages per visit increase to 2 The number of users per day of the 1800 Victim Helpline increases Members of the VSS Library Borrowers Club increase Key Result Area 4 Research and Advocacy Involving Victims of Crime (VOC) - Develop and implement strategies to map and plan for the active involvement of VOC to inform the provision of VSS services by increasing our understanding of their requirements and expectations VSS Influence - Prepare policy discussion papers, position papers, reports, submissions and campaign plans that support the strategic objectives of VSS and influence key decision-makers - Coordinate the implementation of VSS advocacy campaigns - Present VSS research and advocacy papers at key public events - Represent VSS by actively participating in forums, functions and meetings relevant to the policy priorities of the organisation The number of VOC engaging in VSS research initiatives increases The organisation is united behind an agreed set of policy positions and priorities VSS runs a successful advocacy campaign The quality and quantity of VSS research publications increases VSS is seen as a valued advisor and partner to external groups (including the NFP sector, industry groups, community groups and government agencies), and is sought out to contribute at key public events

6 6 Partnerships - Develop partnerships and secure funding that supports VOC research, campaigns and projects Research - Plan, coordinate and execute VSS research projects - Manage research and advocacy projects on time, within budget and according to agreed outcomes - Supervise team members on daily basis to complete research projects VSS engages in research and advocacy initiatives in partnership with research institutions, universities, likeminded NGOs and government agencies The links between VSS research, advocacy & programs strengthen Presentations made to key stakeholders are supported by empirical data Key Result Area 5 Media and Publications Media - Lead media management services at VSS - Monitor, respond to and generate media in relation to VSS policy priorities - Develop a social media strategy to support increased media exposure for VSS Publications - Develop service publications (e.g. website content, annual report, newsletters, service leaflets) that effectively communicate the VSS value proposition to clients, members and stakeholders - Oversee the production & dissemination of all membership and stakeholder communications e.g. Victims Voice, E:News VSS media mentions increase The media profile of VSS in South Australia increases VSS have developed a coherent suite of publications that conform to organisational style guidelines and brand integrity

7 7 Key Result Area 6 VSS Training Services Training Needs Analysis - Evaluate the strategic needs of VSS and plan training programs and events accordingly - Identify and assess training needs within VSS, including statutory training requirements, in conjunction with the TLC The output of VSS Training Services increases The financial sustainability of VSS Training Services increases Total VSS Training enrolments increase Training Programs - Develop and coordinate training and development programs for VSS staff, clients and stakeholders - Liaise with subject matter experts regarding instructional design of training content - Facilitate learning through a variety of delivery methods including classroom instruction, virtual training and conferences - Establish and maintain relationships with external training providers Training Administration - Ensure the correct use of session plans and course materials by internal and external trainers - Develop training aids such as manuals and handbooks Key Result Area 7 Management Staff - Coordinate regular reviews of Performance Scorecards with all support staff - Manage under-performance by support staff and administer disciplinary procedures when needed - Coordinate the annual PMR process for all staff All staff meet the KPIs as outlined in their Performance Scorecard All PMRs are completed by the due-date Quality and research costs are continuously monitored and minimised

8 8 - Plan and implement formal and informal staff recognition activities to acknowledge their contribution to VSS and their clients Budget Administer and monitor expenditures for VSS quality and research initiatives against the approved budget D. PURPOSE AND VALUES REQUIREMENTS Core Area of Responsibility Purpose and Values Key Tasks Actively support VSS s purpose and values; Positively and constructively represent the VSS to external contacts at all opportunities; Behaves in a way that contributes to a workplace that is free of discrimination, harassment and bullying behaviour at all times; Operates in line with the VSS s policies and practices (EG: financial, HR, etc); To help ensure the health, safety and welfare of self and others working in the business; Follows reasonable directions given by the company in relation to Work Health, Safety & Welfare. D. RECRUITMENT INFORMATION (The essential knowledge, experience, skills and personal attributes required for the job) 1. Essential Minimum Requirements 1 Degree in a related field 2 Demonstrated experience in developing and maintaining a Quality System 3 Expertise in program evaluation and evidence-based practices 4 High level capacity for the drafting and administration of policies and procedures for a wide range of applications

9 9 5 Extensive experience of information analysis, business intelligence and reporting 6 Senior management experience of providing information services to support a variety of decision-making requirements 7 Excellent working knowledge of business information systems and tools 8 Experience should include service planning, staff supervision and financial management 9 Demonstrated resourcefulness in setting priorities, proposing new ways of meeting client needs, and meeting service development objectives 10 Understanding of federal and state government procurement processes 11 Innovative and results driven 12 Ability to work under pressure, to organise priorities and to meet deadlines and targets 13 Current South Australian driver s license 2. Desirable Characteristics 14 Experience working with, and advocating for, victims of crime 15 Experience working with, and advocating for, clients drawn from cultural and disadvantaged groups 16 Understanding of the criminal justice system 17 Experience in writing grant submissions to secure community and government funding E. SPECIAL CONDITIONS 1. The position is offered on a permanent full-time basis. Notice of four weeks will be given prior to the expiration of the contract. 3. The hours will generally be conducted between Monday and Friday from 9am 5pm or as negotiated with the Chief Executive. 4. The position requires flexibility in working hours and work outside of normal business hours from time to time i.e. evenings and some weekends and some interstate travel. TOIL provisions will apply as per the Enterprise Agreement. 5. A satisfactory National Police Certificate and DCSI Check will be required. The employer will seek regular National Police Certificates throughout employment as consistent with organisational policy.

10 10 F. EQUAL OPPOPRTUNITIES VSS is an equal opportunity employer. A person will not be refused employment or otherwise treated unfavourably on the ground of age, race, sex, sexuality, disability, pregnancy or marital status or any other ground prohibited by law. In assessing the suitability of a person with disability for employment, we will always consider whether we can make reasonable adjustments to the tasks to enable that person to do the job. G. TOOLS OF TRADE The following Tools-of-Trade will be provided to support the role: Information Technology Desktop Laptop Tablet Datacard Telecommunications Role Mobile Phone Pool Mobile Phone Transport Role Motor Vehicle Pool Motor Vehicle Car Park Space Financial Corporate Card G. APPROVAL Manager s Name: Julian Roffe Chief Executive Approval date