Position Description

Transcription

1 Position Title: Division: Direct Reports: Area Manager Western NSW Operations Coordinators, Corporate Staff ABOUT NORTHCOTT: Who is Northcott? Northcott is a not-for-profit disability service provider that works with customers to realise their potential. As one of Australia s largest not-for-profit disability service organisations, we provide services from metropolitan and regional locations throughout NSW and the ACT. We have more than 85 years of experience and expertise in the disability service industry. A registered NDIS provider, we employ close to 1000 staff and provide empowering, personalised services to over 13,500 people with disability, their families and carers each year. What do we do? Northcott provides personalised and dynamic support, delivered by a committed team who will optimise and maximise support and services for every customer. Our experience and expertise gives confidence to our customers they are in good, trustworthy hands, while our commitment to innovation and pushing boundaries allows us to tackle any challenge currently creating barriers for our customers to reach their potential. Northcott s diverse range of service offerings and strong community partnerships gives customers easy access to the supports they need or want through a single gateway from our many locations. What is our promise to each customer? We will work creatively and relentlessly with each customer to unlock, discover and unleash their potential, supporting and empowering them to be the best they can be now and in the future. Our customers are not numbers, they are unique individuals. We personalise our services to each customer s current and future needs and goals, every single one, to ensure their development and growth. As advocates for our customer s inclusion, we will empower them with confidence, choice and opportunity so they can live their life, as they choose, in their own way. KEY OBJECTIVE OF THE SERVICE/DEPARTMENT: Northcott Operations provide people with disability opportunities for continued learning and life skill development and participation in the community, which increase their independence and ability to meet their life goals. KEY OBJECTIVE OF THE POSITION: The Area Manager position plays an important strategic role in the delivery of quality services and supporting growth across the region. This role will be responsible building new relationships, as well as Issue Date: February 2017 Last Review Date: February 2017 Next Review Date: June 2018 Page 1 of 5

2 improving existing ones, pursuing business development opportunities, partnerships and acquisitions in their area of responsibility. They will present a congruent commitment in their professional and private lives to the purpose and values of Northcott. The Area Manager will be responsible for providing leadership and strategic management in all aspects of Operations within their area of responsibility in a manner consistent with Northcott s Vision, Purpose and Values. This includes the quality of client outcomes; staff management, development and performance; stakeholder relationships, including a high level of satisfaction amongst all stakeholders; budget development and monitoring; achieving program outputs and quality management. Fostering a culture of teamwork, continuous learning and diversity, the Area Manager will ensure effective communication and cooperation between program teams and other divisions and units within Northcott. There will be an expectation that the Area Manager will have the ability to travel, and work flexible hours PERSON SPECIFICATIONS (SKILLS & KNOWLEDGE) Capacity to develop new business opportunities, partnerships and strategic relationships to contribute to the growth and development of Northcott. Ability to provide strategic leadership and direction to a diverse workforce. Conceptual, strategic planning, analytical and assessment skills. Sound experience in the provision of human services. An understanding of contemporary issues in the provision of services to people with disabilities, their families and carers. Ability to prioritise competing demands while attending to urgent program or organisational needs. Proven people management, interpersonal, negotiation and influencing skills. Demonstrated financial management, planning and budgeting skills and the capacity to interpret financial and output/outcome performance data ESSENTIAL QUALIFICATIONS & EXPERIENCE REQUIRED Relevant leadership and management experience within human services, business development, marketing or sales Proven track record in developing business Proven track record in high level relationship management Tertiary qualifications in business, marketing, social sciences, health or other relevant professional field would be highly desirable. DELEGATION LEVEL Level 4 CORE COMPETENCIES OF THE ROLE Business development Develops strategies to present new business ideas Completes targeted competitor and gap analysis Designs and implements campaigns to present products/services to new markets Sets specific benchmarks for business development Analyses alternative business development approaches and strategies Issue Date: February 2017 Last Review Date: February 2017 Next Review Date: June 2018 Page 2 of 5

3 Customer focus / External contact Meets internal and external customer needs in a timely and courteous Examines customer requests to properly identify and resolve their concerns. Supports customer service efforts through program design, implementation, recovery and followup. Develops business cases for working with potential partner organisations and for business growth and development. Relationship Building Provides leadership and management of the programs and services in the allocated area of responsibility and ensure effective communication and cooperation between program teams and other divisions and units within Northcott. Ensures development and growth of relationships with strategic partnerships organisations, including Local, State and Federal Government, to maximise financial and non-financial support. Problem Solving Ensures that the outcome targets contained in each program s Description of Service are achieved and that Carelink+ data input is consistent and timely. Directs staff to make amendments to work practice when not prioritising required work. Ensures that all programs comply with the National and NSW Disability Service Standards as appropriate for each service. To ensure compliance with Northcott Policies and Procedures, in particular the Code of Conduct and Ethics and ensure that all reporting requirements are met. Works closely with the Senior Manager to ensure the provision of a high quality service to clients through effective quality assurance processes. Briefs the Regional Manager on critical incidents, management and planning issues in a timely Leadership Provide leadership and management to direct and indirect staff and ensures effective communication and cooperation between program teams and other divisions and units within Northcott. Provides leadership in the development and implementation of Northcott s Strategic Plan and with the ongoing planning and development of programs and services. Contributes to the overall development of the service sector in a positive and proactive Contributes to skills development of Northcott staff in relation to the development and maintenance of strategic partnerships. Driving Continuous Improvement Recognises the need for ideas and efforts which consistently improve how well our services and products are delivered. Suggests new processes or improvements. Generates workable solutions to problems. Generates original ideas. Researches new ways forward. Implements process improvements. Contributes to and fosters a climate of continuous improvement by sharing new information throughout the organisation. Work Quality Sets high standards for own personal performance. Strives for quality work; increases effort to ensure quality work. Develops and implements new solutions, procedures and concepts. Issue Date: February 2017 Last Review Date: February 2017 Next Review Date: June 2018 Page 3 of 5

4 Is accurate, thorough, and reliable. Pays attention to detail. Consistently delivers what is required when required. Financial Impact Coordinates the budget process, monitors income and expenditure across all programs within region and make recommendations for corrective action to maintain the integrity of the budget process. Reports monthly on significant budget variances through reviewing cost centre reports. Time Impact Monthly reporting to the Regional Manager via board reports and supervision sessions. Meets scheduled deadlines as required. DUTIES The typical duties of this position include: 1. Meet or exceed targets relating to revenue growth, activities, profit margin, customer retention and customer acquisition. 2. Identify and respond to tender opportunities 3. Provide regular feedback to Regional management about marketplace and competitor activity 4. Develop effective working relationships with customers through regular meetings 5. Identify and obtain further sales and business development opportunities 6. Work with corporate services to develop marketing campaigns to support sales strategy 7. Generate new business and raise awareness of other services/products 8. Identify requirements for new products and services to anticipate and potentially lead the market 9. Provide leadership and management of the programs and services in the allocated area of responsibility and ensure effective communication and cooperation between program teams and other divisions and units within Northcott. 10. Be responsible for the day-to-day operations of offices. 11. Provide leadership in the development and implementation of Northcott s Strategic Plan and with the ongoing planning and development of programs and services. 12. Contribute to the overall development of the service sector in a positive and proactive 13. Provide supervision, support and mentoring to direct and indirect staff. 14. Be involved in recruitment, induction and performance management and development of direct and indirect staff. 15. Coordinate the budget process, monitor income and expenditure across all programs and make recommendations to the Regional Manager for corrective action to maintain the integrity of the budget process. 16. Ensure that the outcome targets contained in each program s Description of Service are achieved and that carelink+ data input is consistent and timely. 17. Develop and report qualitative and quantitative performance measures to evaluate strategic outcomes. 18. Carry out administrative duties as required by Northcott including client reports, monthly reports, Ageing Disability and Home Care reports and data collection. 19. Work closely with the Regional Manager to ensure the provision of a high quality service to clients through effective quality assurance processes. 20. Brief the Regional Manager, on critical incidents, management and planning issues in a timely Issue Date: February 2017 Last Review Date: February 2017 Next Review Date: June 2018 Page 4 of 5

5 21. Contribute to the development of education and training for Northcott orientation and Induction programs. 22. Ensure development and growth of relationships with strategic partnerships organisations, including Local, State and Federal Government, to maximise financial and non-financial support. Research and analyse potential partners/affiliates to understand their strategies and organisational culture. 23. Contribute to skills development of Northcott staff in relation to the development and maintenance of strategic partnerships. 24. Adhere to Northcott policies and procedures, in particular, the Code of Conduct and Ethics. 25. Comply with, report on and actively participate in Northcott s Safety & Injury Management Procedures and Northcott s WHS Procedures. This list is indicative only and is subject to change. All Northcott employees are required to comply with any reasonable work requests as directed by their employer from time to time. NORTHCOTT POLICY AND PROCEDURES All Northcott employees are expected to be familiar with and adhere to Northcott policies and procedures. For more information see your manager or refer to the policy and procedures available on the Northcott Intranet. Employee s Signature Employee s Name Date Please forward a signed copy to Human Resources. Issue Date: February 2017 Last Review Date: February 2017 Next Review Date: June 2018 Page 5 of 5