Job Description Details Job title Volunteer Services Manager Team Patient and Family Support Reports to Patient and Family Support Director Job status Direct reports Nil Hours Full time 10 months maternity leave cover Our Vision and Mission Our Vision Our Mission The best possible health for every child, in every family, in every community in Queensland We partner with the community to improve children s health by supporting and funding clinical care, research and education Our Values Accountability We aim to deliver high impact results, are accountable for our actions and resources and communicate this openly and honestly Recognition & Respect Care Working Together Excellence & Innovation We are respectful in all our interactions and committed to recognising others and valuing their contributions We care for everyone we impact the children always come first We selflessly support and trust each other and our teams, share our ideas and goals, work hard, have fun and celebrate our achievements We strive for excellence, encourage innovation and develop our skills to achieve our best Key Relationships internal relationships external relationships Patient and Family Support team including volunteers, and all Children s Hospital Foundation staff Patients and their families, general public, CHQ staff (clinical and allied health), staff at community child health centres A PO Box 8009 Woolloongabba QLD 4102 E info@childrens.org.au P 07 3852 1199 W www.childrens.org.au ABN 11 607 902 687
The Person Qualifications Minimum 2 years experience in Volunteer Customer Service Qualifications Or equivalent experience Skills and Experience Ability to work with various stakeholders and manage requests in a timely and service orientated manner Experience recruiting and training volunteers or employees Experience in a service delivery based business Highly organised with strong attention to detail Experience operating Microsoft Word, Excel, PowerPoint and database software An understanding of reporting and ability to develop accurate and concise reports in a timely manner Excellent time management skills and the ability to prioritise and multitask High level written and verbal communication skills Experience documenting procedures in an appropriate format Ability to interact positively with a wide variety of stakeholders Proven ability to develop relationships at all levels of an organisation Ability to work in a busy and fast paced environment Ability to work independently and as part of a team High level of initiative (ie, acts independently to improve processes) Previous experience presenting to groups Job Purpose purpose of role To manage all Clinical and Family Support Volunteer Services (Information Desk, Operating Theatre, Cuddle Carers, Oncology Support, Cardiac Unit, Emergency Department, Outpatients, Family Resource Centre, Burns Clinic, and CCHC volunteer service areas); as well as supporting business needs through Foundation volunteers. Key Responsibilities Program Manage and coordinate daily tasks and activities of Clinical Support Volunteer Services - Information Desk, Way-finding, Family Resource Centre, Operating Theatre, Cuddle Carers, Oncology support, Emergency Department, Outpatients, Cardiac Unit, and CCHC volunteering programs Support the business through the placement and coordination of Administration volunteers to assist with general CHF admin tasks, fundraising campaigns and business projects Accountable for ensuring volunteer requests are fulfilled in a timely manner (i.e. daily cuddle requests are achieved for babies, oncology department and burns clinic play 2
requests are fulfilled) Responsible for expanding current programs, as well as developing and rolling out new services to meet the needs of the hospital, the Foundation, and Community Child Health Centres (CCHC) Review and assess services outcomes and report to relevant stakeholders Support and assist with PFS events, programs and services where required Relationship People Administration Policies and Procedures Develop and maintain relationships with CHQ staff, patients and families to ensure the best possible service outcomes are achieved. Maintain strong relationships with key CHQ staff to ensure services are fulfilling requirements and supporting clinicians Develop and maintain relationships with CHF & CHQ staff to assess Admin volunteer assistance requirements. Help identify solutions or new services to meet these needs Develop ongoing specialised training and up-skilling opportunities for existing clinical services volunteers In conjunction with the Volunteer Services Recruitment and Training Coordinator, ensure all new Clinical Support services volunteers are individually interviewed prior to starting on shift and are suitable for placement into their chosen role Ensure volunteers in specialised and emotionally sensitive roles receive appropriate ongoing training and support Follow and communicate CHF WH&S policies and procedures to all volunteers and stakeholders in a timely manner In conjunction with the Patient and Family Support Director support managing volunteer issues, conflict situations and change management Orientate and induct new volunteers according to Induction policy & procedures Supervise and support volunteers by monitoring and responding to their needs and performance, and fostering a positive and rewarding work environment Escalate to Patient and Family Support Director and Human Resources any performance management, grievance and dispute resolution for staff and volunteers Present to new volunteers at monthly training sessions, and support interviews with new clinical support volunteers Responsible for ensuring all volunteer details, and service statistics are recorded accurately into databases in a timely manner Record, update & monitor volunteer records, including rosters Monitor volunteer attendance Field, respond & manage volunteer enquiries via telephone, web, email and post Maintain clinical department induction materials and support documentation In conjunction with Volunteer Recruitment & Training Coordinator ensure annual OH&S & Fire Awareness training renewal is completed for existing volunteers Coordinate the implementation and ongoing management of infection control procedures for personnel and resources Other duties as required by the Patient and Family Support Director Work Health & Safety Follow all WH&S policies and procedures Report all known or observable hazards Take reasonable care at work to ensure your own and others safety 3
Competencies Decision Quality Problem Solving Strategic Agility Organising Process Drive for Results Customer Focus Managing Vision Purpose Ethics and Values Technical Learning Total Work Systems Makes good decisions based upon a mixture of analysis, wisdom, experience and judgement; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions. Uses rigorous logic and methods to solve difficult problems with effective solutions; Probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn t stop at the first answers. Sees ahead clearly; can anticipate future consequences and trends accurately; has board knowledge and perspective; is future orientated; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans. Can marshal resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner. Good at figuring out the processes necessary to get things done; knows how to organise people and activities; understands how to separate and combine tasks into efficient work flow; Knows what to measure and how to measure it; Can see opportunities for synergy and integration where others cant; can simplify complex processes; gets more out of fewer resources. Can be counted on to exceed goals successfully; is constantly and consistently on of the top performers; very bottom line oriented; steadfastly pushes self and others for results. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the vision; makes the vision sharable by everyone; can inspire and motivate entire units or organisations. Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches. Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product or technical knowledge; does well in technical courses and seminars Is dedicated to providing organisation or enterprise wide common systems for designing and measuring work processes; seeks to reduce variances in organisation processes; delivers the highest qualify products and services which meet the needs and requirements of internal and external customers; is committed to continuous improvement through empowerment and management by data; leverages technology to positively impact quality; is willing to re-engineer processes from scratch; is open to suggestions and experimentation; creates a learning environment leading to the most efficient and effective work processes. 4
Standing Alone Interpersonal Savvy Self Knowledge Other Considerations Will stand up and be counted; doesn t shirk personal responsibility; can be counted on when times are tough; willing to be the only champion for an idea or position; is comfortable working alone on a tough assignment. Relates well to all kinds of people up, down, sideways, inside and outside the organisation; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high tension situations comfortably. Knows personal strengths, weaknesses, opportunities and limits; seeks feedback; gains insight from mistakes; is open to criticism; isn t defensive; is receptive to talking about shortcomings; looks forward to balances performance reviews and career discussions. The is committed to child safety. The Commission for Children and Young People Act 2000 (QLD) requires that people who work with children in certain categories of employment undergo the working with children check. All Foundation employees must be eligible for a Blue Suitability Card, issued by the Commission. The issue and maintenance of a positive suitability notice could be a requirement for continued employment at the Foundation. 5