APPLICANT INFORMATION PACKAGE Thank you for your interest in applying for the position of Business Marketing and Communications Manager with GOC Care. This information package contains the following: Information on GOC Care, its programs and activities Details regarding our selection process The Position Description (PD) 1. ABOUT GOC CARE GOC Care is a well-established provider of community care services throughout the Brisbane metropolitan and Gold Coast regions. Its head office is at South Brisbane, but has satellite programs at Taigum, Mt Gravatt and the Gold Coast. Mission Statement For our people: Responsive / Culturally Enriching / Supportive. For our communities: Building capacity / Strengthening / Collaborative Guiding Values Cultural Competence: Practical access and equity through ensuring the cultural safety of all stakeholders Respect: Having regard for ourselves and others, honouring the diversity within Australian society and accepting the right of others (clients, colleagues and others) in their choice of lifestyle, beliefs, opinions and preferences. Innovation and creativity: Staff look for creative approaches to meeting the needs of clients, within organisational and financial constraints. Honesty: We are truthful and honest in our dealings with clients and those who care for them, staff who support them, colleagues with whom we partner to deliver services, funding bodies, other relevant government departments, and the general community. Individualised responses: Honouring the uniqueness of each individual and their circumstances, to develop an inspired, personalised and holistic response to their care needs, using relevant and available community services. Collaboration and Partnerships: Development and maintenance of a culture which is based on teamwork, respect, trust and cooperation. Engagement with all sections of the community to enable a flow of ideas, learning, research, and better practice to continually enhance quality of care GOC Care s services include: Commonwealth Home Support (CHSP) and Qld. Community Support Services (QCCS): These services provide community care services for frail aged and younger people with disabilities and their carers. They include Day Respite Centres at South Brisbane, Taigum and Gold Coast, home-delivered meals, various exercise / restorative activities (hydrotherapy, Fun Fit exercise, etc.), as well as in-home support. July 2017 Page 1 of 9
Commonwealth Home Care Program: These are coordinated and client-directed packages of care to assist frail older people with complex care need to remain living in their own home. The types of services that may be provided as part of a package include: Registered nursing care Care by an allied health professional such as a physiotherapist, podiatrist or other type of allied health care Personal care Transport to appointments Social support Home help Welfare: This service provides a variety of advocacy and support services such as counselling, community education, assistance with form completion, support to access mental health and other community services, and family support. 60 & Better Program: Offers information, advice, individual advocacy, engagement and/or referral, and case management for community members aged over 60 years. Disability Services Philia House: Philia House provides 24 hour Respite Care and In-home support including Holiday Vacation Program. 2. HOW TO APPLY Please send us the following: Your CV / resume including the names of at least two people who can speak confidently to your experience and ability in a role such as this. At least one of these referees should have been a direct supervisor. A cover letter outlining in no more than one page (dots points are preferred) the following: 1. How you believe that your skills, knowledge and personal attributes are suited to the position 2. Outline how your experience equips you to promote GOC Care, expand services and secure our organisation as a quality provider in the context of changes in the not-for-profit, Aged Care and Disability sectors. 3. CLOSING DATE The closing date for the receipt of applications is Sunday 5 th November 2017. Please submit your application via Seek.com or Ethical Jobs, or by emailing Sam.Baker@goccare.com.au If you have any questions regarding the position, these can be directed to Sam Baker, GOC Care s Administration Coordinator, by telephoning 3249 1010. October 2017 Page 2 of 9
4. SELECTION ON MERIT All appointments to GOC Care are based on merit. This means that each applicant is assessed on merit against the knowledge, skills, abilities, experience, qualifications and standard of work performance identified in the Position Description (PD). The applicant who demonstrates the most merit against these criteria in their application and at interview is recommended for the position. 5. THE SELECTION PANEL The selection panel is responsible for selecting the best-suited candidate for the position. The selection is based on merit and how the applicant best satisfies the selection criteria. The selection panel must base its decision on material presented by the applicant in their written application, at interview and from referees. Applicants who are selected for interview will be advised of the composition of the selection panel, upon request. 6. CRIMINAL HISTORY CHECKS GOC Care is committed to ensuring the safety and protection of all clients. As part of our policies regarding this, prospective employees will need to give permission for the organisation to conduct necessary criminal history checks. 7. PROFESSIONAL AND ETHICAL CONDUCT GOC Care has a responsibility to its stakeholders to ensure the professional and ethical conduct of its employees. As such it is important that prospective employees understand the core principles of our Employee Code of Conduct as the standard of conduct required. These principles are: Treat all people with whom we come into contact with respect and dignity Uphold the law, respect community standards, and act accordingly Use GOC Care property responsibly and in the best interests of GOC Care and its reputation, and Accept that we are responsible for our actions and accountable for the consequences. 8. EQUAL OPPORTUNITY EMPLOYMENT GOC Care is committed to Equal Employment Opportunity (EEO) and providing a working environment free from discrimination, intimidation, victimisation and harassment (direct or indirect). GOC Care applies EEO principles to all recruitment and selection activities. If you require adjustment to be made to any of our selection processes please contact us. GOC Care, via its EEO and Anti-discrimination Policy, aims to create an environment where all workers are valued and respected and have opportunities to develop their full potential. GOC Care is committed to providing a safe and healthy working environment. We believe that all workplace injuries can be prevented and support training of staff to ensure that this occurs. GOC Care will adhere to all relevant laws and regulations regarding workplace health and safety and implement a comprehensive WHS program. October 2017 Page 3 of 9
POSITION DESCRIPTION Position: Location: Program: Status: Reports to: Direct/Indirect Reports: Classification Business Marketing and Communications Manager Brisbane Metropolitan, Gold Coast & Brisbane North regions GOC Care Organisational Full time (38 hours per week) GOC Care Director Nil GOC Care Enterprise Agreement Level 6, commensurate with qualifications and experience (this links to the Social, Community, Home Care and Disability Services Award 2010 and the Equal Remuneration Order handed down in 2012) 1. PRIMARY PURPOSE OF POSITION The Business Marketing and Communications Manager supports the development and delivery of marketing, communications and public relations activities to meet the needs of GOC Care and its customers. Working closely with the Director and Management Team, and assisting the implementation of innovative business solutions, this role contributes to the expansion and securement of GOC Care as a quality provider of Community/Aged Care Services for both culturally and linguistically diverse groups and the general community. 2. ORGANISATIONAL RELATIONSHIPS 2.1 Internal Liaise with GOC Care Director, Organisational Support team, Administrative staff, Program Managers and Coordinators, Case Managers, Care / Support Workers. 2.2 External Liaise with service providers, community organisations/groups, other external organisations and clients of GOC Care programs. 3. KEY RESULT AREAS 3.1 Business Positioning a) Formulate and drive plans to expand the market share of GOC Care, utilising innovative and creative opportunities and service delivery models to maximise engagement with potential clients b) Develop local area campaigns for identified community services programs designed to raise brand and program awareness, drive Opportunities to grow the organisation are identified Strategies are developed for campaigns and for translating potential opportunities into new models of service delivery October 2017 Page 4 of 9
3.2 Marketing enquiry, conversion into sales and build GOC Care s market share c) Monitor market and competitor activity and changing trends and input findings into current/future services and marketing strategies d) In conjunction with the Director and Management Team, be proactive and identify future service development opportunities, including Aged Care, CALD and NDIS e) Keep abreast of industry activities, sector challenges, policy and reform, consumer and sector advocacy and funding opportunities f) Undertake market research and customer surveys to analyse demand, brand positioning and potential markets of interest to clients g) Source, analyse and interpret Aged Care and Disability data for use in strategic decision making. h) Oversee GOC Care s existing Customer Relationship Management strategies and Client Engagement strategy. a) Develop, implement, manage and evaluate marketing strategies and campaigns in line with agreed organisational and business objectives and GOC Care s Operational Marketing Plan b) Identify clear measurable objectives for the marketing strategies and report on strategy effectiveness c) Produce and maintain a suite of marketing collateral, including publicity and promotional materials, brochures, documents and presentations, in printed and digital format d) Coordinate the development, implementation and management of advertising campaigns, acting as the lead liaison for consultants and stakeholders e) Identify opportunities for marketing and promotional activities, including events such as industry shows, peak body meetings and community forums and exhibitions f) Provide marketing support to organisational teams and programs and ensure understanding of, and adherence to, corporate branding principles and policies the organisation s brand is reviewed and developed to enhance program awareness Ensures consistency of corporate branding across the organisation and publications, including the annual report, PR, promotional/marketing materials and the GOC Care website/internet Conducts appropriate market research, competitor and social needs analysis and informs the strategic and business planning processes of the organisation Delivery and continuous improvement of marketing strategies suited to business objectives, within agreed timescales and budget Marketing plans target the core operating business income streams (Aged Care and Disability), before other potential program areas Promotional materials, brochures, newsletters and reports achieve their purpose Internal and external marketing activities are consistent across the organisation Engages regularly with internal programs and operational areas of the organisation, ensuring their business objectives are sustained Marketing support/instruction is provided to teams and programs and delivered in a timely manner, including corporate branding, client engagement and Welcome Team initiatives October 2017 Page 5 of 9
3.3 Public Relations and Communications g) Ensure brand representation of all programs, including signage, is in accordance with the GOC Care ethos h) Maintain a marketing collateral register and ensure materials are regularly reviewed and updated Maintain all activity in line with the Marketing and Advertising budget. a) Identify public relations and speaking engagement opportunities to promote GOC Care, its programs and services b) Actively liaise with the Greek, culturally and linguistically diverse and local communities to promote awareness of new and existing service/product offerings c) Engage and develop networks with industry bodies, such as Consortium and Partnership entities, Indigenous Corporations, Alliances of organisations and other service providers, and represent GOC Care at industry body events and meetings d) Develop and produce internal and external communications mediums, including print and electronic media, web content, direct mail, marketing collateral and advertising, stakeholder communications, newsletters etc. e) Develop digital and social media strategies and supporting materials to drive awareness of GOC Care services and products f) Oversee the GOC Care website and online content. Liaise with web developers/hosts and digital marketing consultants to SEO functionality and opportunity g) Manage social media platforms, including content, and ensure proactive use of social media to support all marketing, communications, media and public relations h) Source media coverage opportunities, liaise with media outlets, proactively seek opportunities for favourable media coverage and maintain effective media network relationships i) Write and distribute media releases in conjunction with the GOC Care Director and Management Team j) Provide communications and PR support to organisational teams and programs and ensure understanding of, and adherence to, corporate branding principles and policies Monitors spending on marketing and advertising activities, ensuring compliance within budgeting limits Delivery of an effective, proactive and responsive PR strategy Public relations contacts are maintained and developed, including positive management of media engagement Strategic alliances are developed and effective Is an active presence and represents GOC Care at PR/marketing events and in the community, including attendance at meetings, information sessions, workshops, forums, conferences etc Liaises with relevant community groups/organisations Internal and external communication activities are consistent across the organisation Website is up to date and consistent with communication strategy Innovative methods which increase engagement with existing and potential clients are identified and implemented The Director, Board and Senior Managers are fully informed of marketing and branding activities and requirements October 2017 Page 6 of 9
3.4 Event Support 3.5 General - Marketing and Communications a) Undertake marketing and communications support for events and organisational activities as required, both internal and external, including presentations, speeches, PR, advertising, photography and preparation of other materials b) Act as a resource for managers and program teams, assisting with local events (preparation of invitations, programs, media releases/liaison, etc.) c) Represent GOC Care at organisational and special events as required, including occasional out of office hours events d) Assist with fundraising campaigns and associated promotional activities as directed. a) Assist with the development, forecasting and management of the marketing budget to ensure spending is in line with budget provisions b) Maintain accurate budgeting records, managing, monitoring and reporting on expenditure. c) Through engagement with funding bodies and other agencies, identify potential funding opportunities to support emerging markets and services d) Build and maintain strong effective relationships with all internal and external stakeholders and key agencies e) Optimise internal and external relationships, following up leads with the potential to develop new client opportunities f) Manage the relationship with print services providers in relation to marketing g) Undertake research and provide clear and concise verbal and written reports relevant to the Marketing and Communication function as required h) Comply with all relevant legislation, regulations and GOC Care Policies and Procedures i) Assist in the development of marketing and communications policies and procedures. j) Maintain accurate records, budgeting and evaluation reports. k) Prepare and edit GOC Care marketing collateral in line with corporate templates and style guides. Oversees and implements the logistical operations of events, monitoring and evaluating success Identifies event elements, planning and delivering appropriate resources/ activities Provides event advice and practical support to managers, program teams and other stakeholders Constructive input is made regarding the annual marketing budget and specific projects budgetary requirements Records budgeting expenditure, reporting on performance against budget and agreed outcomes on a regular basis Work is planned and organised efficiently and effectively New funding opportunities are identified October 2017 Page 7 of 9
3.6 General 3.7 Ensure compliance with all internal policies and procedures, statutory and contractual requirements 3.8 Actively contribute to GOC Care s culture, values and objectives 3.9 Promote and maintain a positive image of GOC Care. a) Comply with organisational policies and procedures. b) Promote the programs offered by GOC Care to prospective clients c) Work within the philosophy and framework of GOC Care. d) Undertake any other reasonable duties as directed by the Program Manager or GOC Care Director e) Attend training/seminars/meetings appropriate to clinical care in an Aged Care setting. a) Comply with GOC Care s Risk Management Plans b) Comply with GOC Care WHS System c) Maintain all appropriate record keeping in compliance with organisation and funding body requirements d) Incident reporting is completed, registered, investigated and followed up as per GOC Care policies and procedures e) Compliance with GOC Care Quality Management System f) Ongoing participation in Quality Review audits, development of QR Improvement Plans and implementation of relevant processes to support the funding body s findings/outcomes g) Active participation in regular supervision sessions with line manager. a) Adhere to GOC Care policies and procedures b) Take appropriate action in regard to grievances and complaints and their effective management c) Participate in planning and policy development activities, where appropriate d) Assist key personnel with their role and duties, where appropriate a) Promote and maintain a positive image through regular communications with key personnel and key stakeholders Comply with GOC Care P&P Participation in promotional activities Attendance at relevant training Risk management strategies followed as per GOC Care policies and procedures Internal Audit Compliance 100% of QIR matters managed as per policies and procedures Active participation in QR activities and work within GOC Care s Quality System Active participation in supervision activities Grievances and complaints handled as per GOC Care policies and procedures Documented attendance at planning and / or policy development activities. Meeting minutes Team feedback October 2017 Page 8 of 9
4. DELEGATION AND DECISION MAKING Freedom to exercise decision making authority subject to relevant legislation, regulations, GOC Care policies and procedures and in conjunction with the Director. 5. REQUIRED FOR THIS POSITION A tertiary qualification in a relevant discipline (marketing/communications/business) Minimum 3 years industry experience in marketing, business development, communications, public relations, project management or community services Australian drivers licence plus registered and insured vehicle available for work purposes Current Criminal History Check clearance Knowledge of Greek language and culture is highly desirable, but not essential. 6. CRIMINAL HISTORY SCREENING The Commonwealth Aged Care Act 1997 outlines the requirements for the criminal history screening for people engaged by a funded non-government organisation. This is mandatory for this position. 7. PROBATION A six-month probation applies, as per the National Employment Standards for any staff new to GOC Care. 8. STAFF APPRAISALS AND SUPERVISION The employee and their supervisor will work together to ensure that the employee is aware of their level of performance outcomes and support required to achieve outcomes. This process includes an end of probation appraisal and an annual formal performance appraisal thereafter. 9. SIGN OFF I confirm that I have read and understood the contents of this Position Description and that I have sought clarification on any aspect on which I am not clear. Employee Name Signature Date PD Developed by PD Approved by HR Coordinator Director, GOC Care Effective date of PD October 2017 Review Date October 2019 October 2017 Page 9 of 9