Reports to. Date Revised

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1 General Manager Client Services Position Level Management Level Department Client Services Location Adelaide Direct Reports Clinical Educator Clinical Team Supervisor Client Support Team Supervisor Dog Services Team Supervisor Reports to Chief Operating Officer Date Revised September 2018 Position Level Descriptor An individual at this level leads a division or multiple departments and builds multi-year strategic, tactical and operational plans to deliver the business strategies. They are responsible for developing organisational frameworks to support strategic and operational objectives with responsibility for risk and compliance within their designated department/division. They are responsible for the development and submission of business cases for new concepts with oversight for the tactical and operational delivery of new projects within agreed parameters and KPI s. The role exercises independent judgement within delegated authority with decisions carrying significant weight across the organisation. The incumbent supports the development of people and the desired culture as well as the growth of the business. They monitor measure and manage business KPI s; and continuously improve processes to respond to current and future needs. Position Summary The role of the GM, Client Services is to lead the ongoing operational and cultural transition towards a consumer driven and competitive environment arising from industry reforms such as the National Disability Insurance Scheme (NDIS) and My Aged Care (MAC). The GM Client Services, in collaboration with the Client Support Team and Finance & Business Performance Manager, are responsible for developing and administering service and business models that provide a sustainable value for money service to achieve the best possible outcomes for clients over their lifetime. The role will implement and report service delivery KPI s/kra s to meet client expectations and commercial requirements and drive business performance. The GM Client Services is responsible for managing service delivery to clients and their support networks including the management of clinical responsibilities, risk management, quality assurance and contractual compliance. The position is responsible for overseeing the collection of qualitative and quantitative data to inform the organisation about client services, needs and expectations to facilitate efficient and effective service delivery. The position is responsible for building and managing partnerships with stakeholders including referral pathway partners, government and non-government bodies to ensure client and organisation success. Page 1 of 6

2 Position Responsibilities Leadership and Team Management Lead and model the values of the organisation Manage and develop service delivery teams. Set mutually agreed clear, measurable individual objectives with direct reports. Drive and manage internal team collaboration and communication, including team meeting forums Coach and support staff development in collaboration with the Clinical Educator and Team Supervisors. Seek learning opportunities and develop and maintain own professional development portfolio of learning and experience. Government, Non-Government and Key Service Stakeholder Relations Develop and maintain government, NGO, key stakeholder, referral pathway relations in consult with CEO & COO Manage collaboration between external stakeholders and operational teams to drive business success Manage service contractual requirements into operations, including service deliverables, contractual performance measures and compliance Negotiate funding & service agreements in consult with COO Manage contract performance and service standard compliance, including acquittals & industry standards/regulatory frameworks Manage operations that ensure a sustainable value-for-money service model that support client needs Source and develop viable and appropriate business opportunities, sustainable funding streams and demand pipeline Develop and manage research & development partnerships and opportunities to drive innovation and service enhancements to maximise client & dog program outcomes Business Performance Service Delivery Operations Develop and implement an operational plan that delivers agreed outcomes linked to the organisation s strategic plan. Monitor external environment and advise Executive of emerging issues, risks and opportunities Manage service delivery operations (client & dog services) and service teams Manage client relations (including surveys), client pathways, client complaints, and client & dog program outcomes through the provision of client-centric services driven by client need and supported by business capability and capacity Develop and manage business capability and capacity for service delivery teams In consultation with service delivery supervisors and teams, develop and manage client referral pathways Manage and report business performance through KPI/KRA s that support and drive client, staff and business performance success Manage and own clinical and operational data, client records and service delivery information Develop, manage and operate through evidence-based decision making Page 2 of 6

3 Develop and manage operations, financial performance, systems, policies, procedures and practices that drive efficient and effective client & dog services operations and achieve client outcomes and dog program success Manage the identification, assessment and implementation of viable OFI s that drive continual improvement within service delivery and achieve improved client outcomes, dog program enhancements, and staff development & investment Manage operations with appropriate resources and infrastructure, staffing (including workforce plans), training & development, functional facilities and tools of trade (including ICT platforms) Manage financial performance to achieve business success: develop budgets & forecasts, monitor regularly actual performance to budgets and drive value-for-money services Collaborate with all GDSANT teams to achieve client outcomes, dog program success and business success Clinical Governance, Standards and Compliance Manage the operational requirements of Service Delivery within Board Clinical Governance framework Develop, manage and regularly review clinical practice and service delivery standards (client & dog services) Adopt and manage best practice standards within a value for money model Manage service delivery operations compliance to external and internal service standards, policies, procedures, contractual requirements, industry standards & regulations/legislation and accreditation requirements Identify, manage and monitor operational and clinical practice risks and audit requirements Manage client and operational critical incidents and solution implementation (including WHS) Manage client & dog services records management integrity (accuracy, completeness & timeliness) and compliance to internal and external standards Strategic & Project Framework In consultation with Project Office engage in strategic and/or operational projects as project sponsor, manager, team member and/or consulted stakeholder, as required WHS As a management representative of GDSA/NT, you shall take reasonable steps to: Implement and comply with GDSA/NT s health and safety requirements; Request the allocation of resources to ensure the provision and maintenance of a safe work environment; Facilitate risk assessment activities as required; Undertake routine monitoring and evaluation activities to ensure the effective implementation of GDSA/NT s health and safety management systems; Ensure all health and safety hazards, near misses and incidents are reported and investigated in a timely manner and within relevant timeframes; All corrective / preventative actions are recorded, actioned, verified and closed out in a timely manner; All workers within your management and control are trained and competent to perform their tasks in a safe and productive manner, and; Demonstrate visible leadership in fostering a positive, proactive work culture, particularly in relation to health and safety management. Page 3 of 6

4 Delegation of Authority Within budget per area of speciality client & dog services operations, clinical education budget Responsibility for staffing costs ie: FTE and/or employee benefits/tool of trade within approved budget and policy with Executive oversight approval Capital expenditure authority with Executive oversight approval Other Responsibilities As directed by CEO/Board/Executive/ Responsible Manager Position Selection Criteria Qualifications Business Management Qualifications - essential Change Management experience - essential Project Management experience essential Experience in the implementation and use of a CRM essential Business Process reengineering -desirable General Competencies Strong analytical, problem solving and decision making skills. Business orientation and impact Negotiation skills Excellent communications skills Ability to build effective business partnerships Management background with a focus on business operations, commercial acumen, effective resource utilisation, budgeting and leading mobile and remote teams. Experience in the management, coordination and delivery of services. Experience in leading a Customer Centric strategy and programs. Demonstrated flexibility and adaptability Advanced written and verbal communication skills. Good working knowledge of Microsoft Office suite. Licenses SA Drivers Licence or equivalent Core Leadership/Behavioural Capabilities Strategic Direction: Generates and considers options for actions to achieve long-term organisational goals including cost; benefits; risks; timing; buy-in; legal and ethical constraints. Change: Responds positively and effectively to change and encourages and supports others to respond positively to change and the future directions of the organisation. Assist self and others to overcome resistance to change. Commercial Awareness: Demonstrates a range of capabilities appropriate to the position, in areas such as commercial awareness, financial competence and business performance reporting to ensure sound decision making. Page 4 of 6

5 Customer Service: Builds effective relationships with a range of key stakeholders and works successfully with diverse groups. Team Participation: Collaboratively works with team members to encourage, support and motivate team performance and looks for opportunities to reinforce, reward and celebrate achievements. Positive Disposition: Models professionalism, adopts high ethical and professional standards, commands attention and respect, and instils confidence needed to succeed; builds trust among team members. Self-Awareness: Understands own strengths and weaknesses as well as impact on others; is open to feedback from others. Personal Well-Being: Exhibits a personal energy to achieve success, balances work priorities with personal life so that neither is neglected; maintains healthy lifestyle. General Conditions All Guide Dogs staff and volunteers are required to: Act at all times in accordance with the Code of Conduct Comply with the Work Health and Safety management system Undertake a police check prior to commencement and every 3 years thereafter Support a child safe organisation by undertaking screening for suitability to work with children, youth and vulnerable people and to comply with relevant state/territory legislative requirements Adhere to the Values of Guide Dogs Association of SA/NT Inc. which are converted into the below behaviours and assessed on an ongoing informal basis, and formally through the Professional Development Plan process. Guide Dogs SA/NT is a smoke free workplace. This includes buildings, vehicles and events. Accepted by Employee: Signature / / Print Name Approved by Manager / / Signature Page 5 of 6

6 Guide Dogs Association of SA/NT Inc. - Values Achievement l Delivering outcomes Delivering our services to the highest possible standard Delivering results that have value for customers Delivering on time as promised Recognising and celebrating achievements Holding ourselves accountable. Collaboration l Actively engaging with others Working together to achieve our goals Working in partnership with other teams Seeking the input of others in matters that impact them Sharing our expertise and knowledge freely Actively listening to others. Integrity l Ethical, honest and respectful Respecting the uniqueness of individuals Transparent in our communication Acting in the best interests of customers Doing what we say we will do Non-judgemental in our dealings with others. Fun l Playing our part in making this an energetic, enjoyable place for ourselves and others Showing enthusiasm for what we do Balancing life and work Contributing to a vibrant working environment Supporting and encouraging one another Creating opportunities for celebration and camaraderie. Innovation l Forward thinking Open to new ideas Solutions-focused Taking responsibility for developing ourselves Proactively seeking new ways to create value for customers and the organisation Continually looking for ways to improve our services. Page 6 of 6