Position Description: Client Engagement Officer - Drop In (CEO-DI)

Transcription

1 Position Description: Client Engagement Officer, Drop In This document should be read alongside the Position Application Information. If you have any questions please contact or Twenty10 strongly encourages Aboriginal and Torres Strait Islander people, people of culturally and linguistically diverse backgrounds as well as people who identify as LGBTIQA+ or similar to apply for vacant staff positions. Advertising date: 30/05/2018 Application due date: 5pm on Friday June 22, 2018 Commencement date: July 2018 Position Title: Client Engagement Officer - Drop In (CEO-DI) Accountability: Client Services: Client Engagement Team (CET) Responsibility: Supervised by the Client Services Manager and accountable to the Governance Board through the Co-Executive Directors Award: Social, Community, Home Care and Disability Services Industry Award 2010 SCHADS Classification: Level 4 Rate of Pay: Pay Point by negotiation Hours of Work: 64 hours per fortnight (8 day fortnight) Regular Hours: Must be present weekday afternoons, some evenings Overtime: Paid as time off in lieu Contract Length: 1 year, intended permanent, renewable pending position review and subject to continued funding. Position review: 6 month probation and annual reviews in November 1

2 Summary of Position This position is responsible for the running of the drop-in program and is the first point of contact for many Twenty10 including GLCS NSW (Twenty10) service users. This involves day-to-day maintenance of client space, new client triage, organising workshops and activities, ensuring safe food handling practices, evaluating and reporting client data. This position works alongside the Client Engagement Officer - Groups and Projects in providing Twenty10 s Client Engagement Services. The Client Engagement Team are part of the Client Services Team (CST) and work within a client centred, trauma informed practice, anti-oppressive practice framework to provide safer spaces and opportunities for LGBTIQA+ young people. All CST staff are provided with individual supervision, clinical supervision and professional development opportunities. Duties (in descending order of time allocation) Client Services 1. Provide client engagement consistency to extend and sustain attendance in drop in and other Twenty10 services (with Client Engagement Officer - Groups). The opening hours for drop-in are currently 2 5pm, Monday, Tuesday, Thursday and Friday 2. Follow Drop-in procedures including triage, intake, assessments and referrals for potential clients 3. Provide safe and hygienic food storage, handling, preparation, cooking, and serving practices and equitable access to food supplies for young people 4. Work with volunteers to support the functions of the Drop-in space 5. Communicate face-to-face, phone and to current and potential clients about the Drop-in space and Twenty10 youth activities 6. Organise Monthly dinner supplies, promotion, cooking, set up, pack up and facilitation of the dinner 7. Work with external stakeholders to deliver and manage weekly primary health clinic and monthly legal clinic 8. Work with external stakeholders to deliver and manage the day to day running of workshop program 9. Manage or support client crisis situations as need arises 10. Work with the Communications and Development Officer to assist with creation of promotional materials for drop-in and workshops ensuring lead time on promotions is adequate 11. Data collection and entry into appropriate databases 12. Provide specialist information and referrals through phone and enquiries to a range of stakeholders 13. Assist in organising and facilitating group work, projects and events when required 14. Provide crisis intervention management and support when required Community Capacity Building 1. Support and supervision of drop in and workshop volunteers, including briefing and debriefing 2. Attend volunteer induction and training sessions to assist in recruitment and selection of appropriate volunteers, and provide feedback to Volunteer and Community Education Officer on volunteer interaction 3. Engage with external stakeholders to develop workshop activities 2

3 4. Develop and maintain stakeholder relationships and networks including participating in inter-agencies and service visits 5. Document client engagement procedures and contribute to policy 6. Co-facilitate training and presentations when required Quality Service Provision 1. Work to all quality standards and the vision and guiding principles of Twenty10 incorporating GLCS NSW. Every member of the Twenty10 team is involved in achieving this aim 2. Understand and demonstrate evidence-based practice in all duties of the position 3. Understand, apply and participate in the development and review of policy and procedures 4. Operate within the Risk and Compliance framework outlined in organisation Policy and Procedure 5. Participate and support client engagement in all levels of service planning 6. Participate in individual and organisation evaluation processes 7. Participate in professional development, clinical consultation, supervision and performance reviews 8. Be open to client and volunteer feedback about T10 services and workers, and communicate this feedback to the necessary supervisors, integrating this into service provision where appropriate 9. Participate and support other staff, team and whole of organisation work and projects when required 10. Develop and implement independent evaluation framework that critically informs Twenty10 future planning 11. Participate in Client Engagement team, Client Services team and whole team meetings 12. Participate in development and review and implementation of policies, procedures for Client Engagement workshops 13. Provide advocacy for clients through referral letters Administration 1. General housekeeping of Drop-in space, working with Administration and Office Manager on any consumable and structural space needs including supplies and laundry use during Drop In and Monthly dinner 2. Execution and documentation of client brokerage 3. Collect and process attendance data, including electronic client management systems in line with legislation 4. Resourcing within project budgets including managing Monthly Dinner budget 5. Respond to telephone, and written internal and external communication, delegating or replying where appropriate 6. Complete regular administrative tasks in a timely manner including; timesheets, forms, reimbursement and petty cash form 7. Reconciliation of own petty cash 8. Maintenance of referral database All staff may be required to perform other duties as required. 3

4 Selection Criteria Essential Relevant tertiary qualification within the behavioural, social sciences, education fields or demonstrated work experience in a similar role or discipline Demonstrated capacity to work with young people including those with or at risk of homelessness or marginalisation, their parents, caregivers, families and communities Demonstrated understanding of the issues and public policy that impacts the mental health and wellbeing of lesbian, gay, bisexual, transgender and gender diverse, intersex, questioning, queer, asexual and more (LGBTIQA+) people and the ability to communicate effectively with our clients and communities Demonstrated understanding and experience of working within a therapeutic and anti-oppressive framework with young people, families and groups. Including but not limited to: Youth engagement and good practice principles Youth consultation/participation, community development and social inclusion principles and processes Trauma Informed Care Strengths Based Practise Person Centred Practise Mental Health Alcohol and Other Drug use Harm minimisation principles Relevant legislation including Mandatory Reporting requirements Demonstrated capacity to work effectively with Aboriginal, Torres Strait Islander and culturally diverse communities Highly developed communication and organisational skills including demonstrated client data management systems literacy Demonstrated ability for conceptual and strategic problem solving Demonstrated ability to work independently and as part of a team, and willingness to sometimes work outside of normal business hours Working with Children Check and Current NSW Drivers Licence Desirable Experience working within a Reconnect or Specialist Homelessness Service Demonstrated group facilitation skills, with particular reference to small group work, group dynamics and therapeutic / education programs Willingness and ability to travel for short periods Experience in community education Understanding of social media and SMS / mobile technology 4

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