Position Title Customer & Service Delivery Manager, Metropolitan

Transcription

1 Position Title Customer & Service Delivery Manager, Metropolitan Position Purpose This role is one of five functional roles that form the leadership team directly reporting into the General Manager Customer and Service Delivery. The C&SD structure has four divisions aligned primarily to the Local Government Areas as detailed under DHS. Each division is fully accountable for identifying opportunity and building growth through delivering a range of integrated customer focussed services to targeted customer segments to enable the organisation to deliver on its strategic intent. Specifically this role will be responsible for managing the planning and delivery of quality services to current customers through driving service re-orientation by effective people leadership, understanding customer needs and identifying the emerging service needs of their current customers. Division: East Reports to Charlotte Stockwell Internal Relationships: Delegation of Authority Employment Contract Divisional Leadership Team Direct Reports: External Relationships Category Award Service Coordinators Scope Customers, Funding Bodies, Disability Service Providers Management Above Award Scope s Mission Scope's mission is to enable each person we support to live as an empowered and equal citizen. Scope s Vision Scope will inspire and lead change to deliver best practice. We will: support and listen to each person and their family. provide leadership to influence strategy and policy. deliver person driven, flexible & responsive services to build a sustainable future. build on our foundation for success through our expertise in service delivery, workforce development, quality improvement and research. We will deliver better outcomes. Scope Approach 1

2 Key Function Key Accountabilities, Responsibilities & Deliverables Service Provision Planning & Delivery With the leadership team you are responsible for developing the Operational plans from the Divisional Plan which will cascade down as determined under the Business Planning framework. Accountable for achieving the key deliverables identified for your role within the Operational Plan. Safety & Workcover Management Responsible for ensuring the correct application and management of OH&S procedures so Scope complies with its legal requirements and strives for best practice in the provision of a safe and inclusive workplace for all. Accountable for co-ordinating the provision of direct care in emergency situations and ensuring all customers are managed in a safe and welcoming environment that promotes customer well being and health. Customer Service Accountable that the overall delivery of services in their area of control meets the Disability Service standards and any other identified regulatory standards. Accountable that the delivery of services in their area of control meets customer needs. Accountable that all services are delivered in line with Scope s mission and the Scope Approach. Accountable for the development and implementation of Person Centered Plans and ensuring customers are supported to access their local community. Accountable for meeting the on-call requirements of the role as determined for the Service Delivery team. Asset Management Responsible for ensuring that all assets are maintained and meet quality and safety standards. Liaise with Property Mgmt and/or trades people to maintain and repair buildings and sites, escalate issues to Business Manager when required. Recruitment Responsible for the recruitment, selection and induction of new staff as specified under the Recruitment Process. Reporting Customer Reporting Accountable for ensuring that all services update and maintain their customer management systems Business Performance Accountable for the input into performance reporting as determined across the Key Result Areas Compliance & Regulatory Accountable for providing compliance and regulatory reporting as required by the General Manager. Compliance Management Complaints Process Accountable for managing complaints in accordance with internal and external requirements, including the preparation of any evidence/reports that may be required by the relevant bodies. Incidents Process Accountable for managing incidents in accordance with internal and external requirements, 2

3 including the preparation of any evidence/reports that may be required by the relevant bodies. Quality Management Quality Standards Accountable that all services delivered meet the evidentiary requirements as determined under the Disability Service Standards. Education & Training Accountable for the implementation and adherence of all policies and procedures with Service Delivery teams as relates to the Service delivery functional area. Continuous Improvement Accountable that your services meet all customer and employee satisfaction targets. Required to participate in the identification and prioritisation of process improvements through the I&SE service delivery forums and champion a culture of continuous improvement within the team that supports Scopes organisational culture and change program. Provide team leadership that supports a people management culture that is underpinned by EEO, human rights and builds employee resilience and inclusion. That also recognises its Duty of Care responsibilities towards their customers and employees. Financial Outcome Accountable for the budgetary and operational expenditure of the Service Delivery team to ensure it s ongoing sustainability Responsible for tracking the allocation of services against the contract requirements to ensure we are not under/over servicing. Growth Delivery Responsibility to ensure the service meets the current and emerging needs of the customers and that customers and families understand all service options available Accountable for the on-boarding and signing up of new customers. In conjunction with the Customer and Community Engagement Manager identify emerging service needs to ensure customer retention and acquisition strategies are properly positioned Accountable for accurate preparation of vacancy profiles and liaising with appropriate external stakeholders and /or funders in the selection of new customers. People Leadership Performance Management In conjunction with the leadership team ensure all Business KPIs established through the Operational plans are me. Through the internal audit system ensure process and service compliance with funding bodies and human resource mgmt. /legal requirements. Accountable for achieving effective resource utilisation that meet agreed workforce targets by monitoring co-ordinator allocation of staff replacements and rosters. People Leadership Drive the cultural shift required to enable staff to deliver services in a customer responsive, market driven environment. Accountable for setting clear performance targets and objectives for the Service Delivery team that drives performance and measures efficiency and effectiveness. Accountable for the provision of mentoring and supervising of employees to develop their competencies and technical skills Work with other service providers to ensure People with Disabilities have access to an integrated range of services within an inclusive community. 3

4 Stakeholder Management Represent Scope in external meetings and forums with regard to current customer and service needs as determined under the Stakeholder Management Plan. Accountable for developing and maintaining relationships at the operational level with local partnerships as determined under the C&CE partnership strategy for the Division. Accountable for managing relationships with care givers, customers and families. Accountable for managing Govt & others in relation to existing contracts, tenders and grants. Work with other service providers to ensure PWD have access to an integrated range of services within an inclusive community. Workplace Health & Safety Responsible for ensuring that Scope complies with its legal requirements and strives for best practice in the provision of a safe workplace for all. Qualifications & Knowledge/Experience SELECTION CRITERIA Position Title Formal Qualifications in a Human Services Discipline, or equivalent demonstrated experience. Experienced in managing service delivery teams in a matrix managed environment, would be highly desirable. Experienced in Community and/or NFP organisations would be highly regarded Technical Competencies Policy Interpretation Demonstrated ability to understand, interpret and apply the Disability Service Standards and DHS Policy framework in a service delivery environment. Behavioural Competencies Disability Awareness Demonstrated ability to be able to communicate with and empower the decision making of people with varying levels and categories of disability in a competitive service environment. Software Competence Demonstrated proficiency in working with MS Office and other customer management systems ie; Goldcare. Communication Strong verbal and written communication skills particularly in regard to writing evidentiary based reports and submissions. Financial Competence Demonstrated ability to understand and manage budgets and implement strategies to achieve financial targets. Leading Change Change Management Recognises functional opportunity and encourages individuals for change initiatives Addresses change resistance Manages complexity & contradiction Approaches change or newness with positivity Professional Relationship Management Develops ideas collaboratively Clarifies the current situation and follows through Shows respect and facilitates agreement Builds co-operative networks internally & externally within functional area of expertise 4

5 Leading People Team Leadership Leads by example, models organisational beliefs and values; shows loyalty to the organisation and behaves with integrity. Communicates fully and openly and treats others with respect Facilitates goal accomplishment and clarifies team structures Actively collaborates People Management Jointly sets performance goals, monitors and appraises performance Explains and demonstrates; gives feedback and reinforcement Remains open to ideas Takes actions that appreciate diversity and treats others fairly Influencing/Collaboration Actively engages colleagues to make joint decisions Makes effective decisions which balance the varying demands of stakeholders Able to correctly identify issues; interpret information and choose appropriate action Facilitates the sharing of best practice across the division/organisation Recognises sources of conflict and acts to resolve them by balancing short term and long term benefits Business Acumen Operational Performance Implements sustainable customer focused processes to deliver quality services to meet customer needs and build customer loyalty. Evaluates functional activities in terms of efficiency and effectiveness Assists in benchmarking the performance of the division against agreed metrics. Results Orientation/Achievement Focus Is enthusiastic, strives for excellence and executes consistently in line with organisational goals Has a bias for action and makes things happen Delivers on the key performance measures that have been set for the function Strategic Orientation Adds value to the business planning process and makes a material contribution to the division s strategy. Licenses & Accreditations Cleared Police Check for disability within the last twelve months Working with Children s check (required for all direct support roles) Must satisfy all visa requirements for working in Australia. Drivers license (required for all roles where there is a requirement to travel to deliver services) Current registration to practice in Australia where required. Authorisation: This Position Description has been reviewed and approved by the General Manager (Insert divisional name) and is effective from the XX/XX/XX People & Culture Authorisation 5

6 Job Evaluation Completed: Position Created: Organisation Hierarchy Amended: 6