ABN: Reg: A122 Service Delivery Manager / Deputy CEO. Board of Governance through the Chief Executive Officer.

Transcription

1 Women s Information & Referral Exchange Inc 372 Spencer Street West Melbourne 3003 Page 1 Position Title: Incumbent: Accountable to: Reports to: Area: Supervisory Responsibilities: Employment conditions: Hours of Work: Classification/Award: Performance Review: Version Number: 1 ABN: Reg: A122 Service Delivery Manager / Deputy CEO Vacant Board of Governance through the Chief Executive Officer Chief Executive Officer Service delivery Women s Support Line and The Women s Information Centre Full time Superannuation 9.5% of gross salary WIRE is exempt from the sections 16, 107 and 182 of the Equal Opportunity Act, No H68/2013 Monday - Friday Between 8.00 am 6.00 pm 37.5 hour per week Social, Community, Home Care & Disability Services Industry Award 2010 Sector Award Level 7 increment level dependent on experience Annual Version updates March 2017 Approved by: Position: Julie Kun Chief Executive Officer

2 WIRE WIRE s vision is for a society where women are safe, respected, valued, informed, empowered and free to make genuine choices in their lives. WIRE holds a unique place in Victoria s service delivery system. WIRE is the only Victorian wide women s service that provides information, support and referrals to all women on any issue. We are a committed feminist organisation that provides best practice gender informed service delivery, research and training, and a non-stigmatising service delivery entry point for thousands of women every year. We are proud of who we are, the service we provide and what we have been able to achieve. Page 2 WIRE is a small organisation but our impact ripples throughout Victoria. With over 75 active volunteers and 14 staff we provide services to women that changes lives. WIRE s services for Victorian Women: Women s Information Centre ( 9.30 am 4.30 pm Monday to Friday) o Face to face support without appointment o Legal clinics o Employment programs o Financial planning clinic o Computer tuition o Public access computers and free Wi Fi Women s Support Line ( 9 am 5 pm Monday to Friday) o Phone, real time online and support AMICA Club: Homeless and isolated women s lunch and activity program o Tuesday to Thursday pm Research: Most recent research areas o Financial abuse in the context of family violence o Building respectful financial relationships within intimate partnerships o Digital storage options for women experiencing homelessness or family violence Training o WIRE is a nationally recognised training organisation. WIRE provides high quality training to all our Women Support Line volunteers that is respected throughout the sector. WIRE also provides professional development training to the community, community service and business sector which includes tailored in-house training Information and resource distribution o Resource website available 24/7 o Information booklets developed for women,written in plain English on issues such as family violence and stalking o Fortnightly e- bulletin with over 3,500 subscribers Advocacy o We listen to women and amplify the voices of women telling their story through our research and work with government and the community.

3 SCOPE OF THE POSITION The Service Delivery Manager (SDM)/ Deputy CEO position is a new, challenging and exciting role that enables the incumbent to work directly with WIRE s dedicated volunteers and staff to deliver vital services to Victorian women via the Women s Support Line and Women s Information Centre. The role includes; Page 3 Foster, promote and nurture an environment that enables collaborative best practice to flourish, Being a service delivery practice lead and supervisor within the organisation Managing, valuing and working directly with a vibrant and dedicated team of approximately 75 volunteers, Managerial oversight of the Women s Support Line and Women s Information Centre ; and Working collaboratively with the CEO, other staff and volunteers Responsibilities and Duties Responsibility 1 Be a service delivery practice lead within WIRE Supervise service delivery staff in the Women s Information Centre and Women s Support Line Encourage and enable staff to work collaboratively within a feminist framework that values the difference and commonalities between WIRE programs Ensure service users receive high quality best practice information, support and referrals via the Women s Support line and Women s Information Centre Liaise and connect with external organisations promoting WIRE s services Update service delivery policy and procedures as required Ensure that service delivery practices are in line with WIRE s service delivery model Promote and develop, reflective, evidence based practice models Take responsibility for work outcomes and assist others to understand and carry out their responsibilities Lead the organisation in collaboration with the CEO and solely in the CEO s absence Represent the CEO and act up in the CEO position including operational management of staff and services as required Be a signatory to statutory requirements and exercise appropriate financial delegations Responsibility 2 Manage the Women s Support Line The Women s Support Line provides information, support and referral to any Victorian women on any issue. Supports are provided by phone, and online webchat. Work closely with volunteers developing rapport and acting as a tangible link between volunteers and WIRE Develop and maintain a volunteer roster each month enabling full coverage of the Women s Support Line Provide a nurturing and welcoming work space for volunteers by providing supervision, debriefing and support

4 Ensure volunteers work in accordance to the WIRE model and maintain a consistent practice Work closely with the Training Coordinator to provide ongoing professional development to volunteers and to enable volunteer trainees to have a smooth transition into the Women s Support Line Phone Worker role Update the Women s Support Line resources as required, and Encourage appropriate phone workers to become team leaders, providing team leader training and ongoing support to team leaders. Page 4 Responsibility 3 Ensure compliance with OH&S, funding body KPI s and quality improvement To achieve this responsibility the incumbent must establish and maintain systems and practice which ensure compliance with Department of Health & Human Services Occupational Health & Safety and other legislation. Manage services taking into account changing legislation and other emerging issues Create systems and policies to ensure a high quality and consistent response Establish and review systems to ensure compliance is met in a timely manner Identify problems early and initiate strategies to address these problems, and Work collaboratively with the CEO to ensure that WIRE complies with its legislative and contractual obligations and maintains a positive and well respected reputation within the community and funders. KEY SELECTION CRITERIA ACADEMIC QUALIFICATIONS Essential Qualifications Diploma or Degree in relevant community services field with relevant community sector experience WORK EXPERIENCE Essential Criteria Demonstrated ability to manage and lead a community services team including Providing supervision Managing team dynamics and Managing competing demands Holds specialist knowledge in the theory and practice of responding to family violence Has a strong understanding of the service delivery system that women access for support across Victoria. Desirable Has completed ASIST Training Has familiarity with the Common Risk Assessment Framework (CRAF). Successfully completed WIRE s Women s Support Worker training and Team Leader training Desirable Criteria Understanding and experience in creating an adult learning environment and supporting individuals to achieve learning outcomes Understanding of and experience in working within a reflective practice model

5 Experience and or/understanding of working with volunteers including providing support, supervision and a nurturing environment. High level of proficiency in Word, , web search, basic data entry and other computer programs. Prioritises work, delegates appropriately demonstrating an understanding of organisational, team and individual priorities and capacities and ensure key requirements are met. Ability to work collaboratively and ability to progress ideas into actions and successful outcomes. Page 5 PERSONAL CAPABILITIES Essential Capabilities: Ethical - reflects and practices the WIRE model with integrity Flexible - Prioritises work and addresses what is most important, takes advantage of new and emerging opportunities Collaborative works with others to achieve common goals, engenders a spirit of teamwork Creative and innovative is open to change and alternatives, generates options and ideas Supportive encourages others to attain goals and achieve RELATIONSHIPS With: Chief Executive officer Women s Support Line Volunteer team Training Coordinator Women s Information Support Workers, Purpose: Report directly to the Chief Executive Officer Direct supervision Collaboration Direct Supervision