Position Description. Enterprise Agreement: Budget Responsibility: Nil. Internal:

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1 Position Description Position Details Position Scope Title: Business Support Officer (SRI) Enterprise Agreement: Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement 2010 Division: Strategy, Research & Innovation Budget Responsibility: Nil Department: Strategy, Research & Innovation Authority Level: Nil Relationships Reports to (role): General Manager Strategy, Research & Innovation Key Internal / External Contacts Internal: Direct Reports: Nil External: Board of Directors, CEO, CIO, General Manager S&P, Executive Management Team, I&T Managers & staff, S&P Managers & staff, Committees and AV employees Contractors,, ESTA, Department of Justice, Department of Health and other government departments, Training Providers, business & industry sectors, other Ambulance and Emergency Services, general public, external Consultants and Contractors & State Government Departments, Business & Industry sectors, Council of Ambulance Authorities (CAA), Health Services, Hospitals, medical practitioners, office of the Minister for Health Primary Objective The role of the Business Support Officer is to work across the Strategy, Research & Innovation division, providing advice, business and program support services including developing, implementing and managing business processes and systems, supporting program and project activities and providing reporting and budgeting support functions. The role also provides high level program, project and business support to the General Manager Strategy, Research & Innovation. Commuted Availability Allowance N/A Not required to be available outside of ordinary working hours Ambulance Victoria Date of Issue: January 2014 Position Number: Page 1 of 7

2 Minimum Behaviours to be demonstrated: This role typically operates within the Tactical Execution work level (Refer to AV s Behavioural Capability Framework for full details) COMPETENCY Focusing on Safety Managing Work Identifying Issues Patient and Customer Focused Collaborating Communicating Clearly Continuous Learning Adaptability Professionalism Self Awareness Optimism and Resilience DESCRIPTION OF COMPETENCY Identifies and corrects conditions that affect patient/self and colleague safety. Upholds safety standards. Effectively manages own time and resources to ensure that work is completed efficiently. Identifies and understands risks, issues, problems and opportunities; makes timely decisions, involves others as required. Considers the impact of decisions on patient outcomes. Meets patient and customer needs; takes responsibility for patient and customer satisfaction and clinical outcomes. Uses appropriate interpersonal techniques to resolve difficult patient and customer situations and retain patient and customer confidence. Works effectively and cooperatively with others. Establishes and maintains effective working relationships. Uses clear and appropriate language in a way that is tailored to the audience. Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; applies newly gained knowledge and skills on the job. Maintains effectiveness when experiencing changes in work responsibilities or environment. Adjusts effectively within new structures, processes, requirements or cultures. Adopts a principled and professional approach to work and in own dealing with patients, colleagues, teams and stakeholders Makes decisions without favouritism or bias and encourages others to do the same. Demonstrates an awareness of own strengths and development needs and the impact of own behaviour on others. Is open to feedback and opportunities to develop new capabilities and skills. Demonstrates an optimistic outlook and positive attitude in the face of difficult or challenging situations. Shows persistence and resilience to achieve work goals. Maintains calm in stressful situations and when dealing with difficult people. Equal Employment Opportunity Understand, support and adhere to the principles covered in the AV Workplace Respect Policy Lead by example in the promotion and implementation of EEO principles Occupational Health & Safety Understand, observe and adhere to all safe working procedures and maintain safe work practices Ambulance Victoria Date of Issue: January 2014 Position Number: Page 2 of 7

3 Key Deliverables Element CUSTOMER / PATIENT (Achieving satisfactory outcomes through delivering high standards of customer service and patient care) Accountabilities... Program, Project and Business Support & Advice Develop, implement and manage systems and processes to support the formation and smooth operations of the Strategic Programs Office, including management of Program registers and databases (eg. Program risks, issues, meeting registers etc) Undertake program and project work including the management of program and project templates and documentation required to support Strategic Programs function to efficiently and effectively deliver strategic programs and projects Provide advice to the SRI division in relation to business processes and systems, projects and program activities and budgeting Document project activities and develop systems to track and manage project status for all Divisional projects, to ensure that projects are completed on time and within budget Advise the General Manager SRI of key issues, actions and trends in advance following a review of various correspondence and submissions to the Strategy, Research & Innovation office. Recommend strategies, approaches and implement solutions for responding to different issues where required. Provide a range of support services to the Division including the GM SRI as required, which may include records management, maintenance of registers and routine databases, compilation of manuals and reports Prepare business cases, briefing notes or general correspondence or perform other tasks as delegated by the General Manager SRI. Organise meetings, workshops and Divisional functions for the GM SRI, Provide high level support for Divisional meetings and Working Groups, including maintaining and following-up on action items, preparation of agenda items and supporting documentation, and recording, preparing and distributing minutes Planning Support Provide business support to key planning functions (including strategic, annual and divisional planning processes), to ensure planning outcomes and timelines are achieved, including the coordination of planning updates and planning reports Coordinate the preparation of SRI Divisional Plan and Annual Plan submissions for review and approval by the GM SRI Coordinate and respond to requests made of the SRI Division by other Divisions relating to risk management updates, budget updates, staffing information etc Act as Divisional representative on Working Groups and Committees to represent the interests of SRI, as required by the GM SRI Manage and maintain currency of navigator for SRI divisional information Act as LMS Administrator for the SRI Division, to ensure all training activity for the Division is captured and accurately recorded Reporting, Research & Analysis Ambulance Victoria Date of Issue: January 2014 Position Number: Page 3 of 7

4 Ensure the General Manager Strategy, Research & Innovation has up-to-date information on all SRI Divisional projects and key activities, including collecting status reports and preparing reminders to relevant managers Undertake research and project work including system/process review and analysis to assist SRI Managers in the effective and efficient operation of their Departments Develop and/or co-ordinate reports, briefs and correspondence about Divisional activity including reports for the Executive Operational Performance Committee, Research Committee, QOPIC Committee and the Board of Directors Undertake research and analysis and source and collate necessary materials to facilitate the preparation of reports, documents and business cases as required Develop systems to coordinate and track the high number of reports that need to be generated and provided by SRI on a regular basis, ensuring that the reports meet required quality standards, are consistent and meet required timeframes Work with SRI managers to ensure requests for reports, or actions out of reports, are appropriately actioned in required timeframes With support from SRI staff, undertake analysis tasks as required PROCESS IMPROVEMENT (Improving efficiency or quality of work processes or services) Internal / External Liaison and Relationship Management Provide the initial point of contact for enquiries and correspondence to the General Manager, Strategy, Research & Innovation, and ensure that issues and requests for assistance from the role or the Division receive the appropriate action (including in the GM s absence) Provide a point of contact for enquiries and correspondence to the Strategic Program function to ensure that issues and requests for assistance relating to implementing the revised operating model are promptly captured and appropriately actioned Assist in developing, issuing and tracking communications relating to delivery of strategic programs (including the revised operating model), to ensure all key stakeholder are kept informed of program progress Establish and maintain positive relationships with key internal and external stakeholders and people affected or involved in the work undertaken by the SRI Division, including the CEO s office, the Board, the Department of Health and Minister s Office Review relevant policies and procedures and make recommendations for improvement to enhance the effectiveness and efficiency of systems across the Division Set up and manage systems that facilitate the flow of work for the General Manager SRI Ambulance Victoria Date of Issue: January 2014 Position Number: Page 4 of 7

5 RESOURCES (Driving value in areas such as management or conservation of resources. These include goals that relate to effective management of finances, equipment, property, assets or expenses) PEOPLE (Enhancing the ability of people to perform their roles and building a great place to work) With assistance from relevant SRI Managers, coordinate the preparation of SRI budget submissions for review and approval by the GM SRI Undertake monthly review of SRI budgets to track expenditure and provide summary to the GM SRI for review and sign off, including identification and analysis of major budget variances for the Division Foster constructive and effective working relationships within the SRI Division and across AV, including managing relationships with those staff to support delivery of Divisional objectives and plans (including the successful implementation of the revised operating model) Ambulance Victoria Date of Issue: January 2014 Position Number: Page 5 of 7

6 Qualifications & Experience Skills & Knowledge Minimum Selection Criteria Extensive experience providing business support services at a senior management level Demonstrated experience in researching and analysing information, and being able to coordinate submission of a large number of reports Demonstrated experience in managing project documentation and registers and coordinating project reporting Demonstrated experience in budget development and coordination Experience working autonomously with minimal supervision, in a complex organisation with multiple stakeholders Understanding of and experience in regulatory environments and the workings of Government and public sector environments Demonstrated experience in developing and maintaining administrative systems and processes Advanced computer skills and proficiency of Microsoft Office suite applications including Outlook, PowerPoint, Word and Excel and familiarity with Internet applications Effective written communication skills including the ability to prepare accurate, clear and concise documents and reports at a level required for presentation at an Executive and Board level Strong interpersonal and influencing skills to gain the acceptance of ideas, cooperation of others, Strong conceptual, analytical and problem solving skills to identify issues and recommend appropriate action Strong planning, organising and time management skills to prioritise tasks and manage conflicting priorities, Judgement to ensure matters of a confidential or sensitive nature are handled appropriately, including maturity to deal diplomatically with matters of a sensitive nature Ability to work effectively under pressure and within tight timelines and to prioritise conflicting deadlines and manage expectations. Strong attention to detail using appropriate checking processes to ensure information is recorded accurately Desirable selection criteria Business related tertiary qualifications Ambulance Victoria Date of Issue: January 2014 Position Number: Page 6 of 7

7 Confidence and initiative to work independently and respond to the changing needs of the GM SRI and other SRI managers Customer service orientation to ensure internal and external client needs are responded Authorisation General Manager Strategy, Research & Innovation Ambulance Victoria Date of Issue: January 2014 Position Number: Page 7 of 7

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