ECH Inc POSITION DESCRIPTION. 3. Classification: As per contract negotiated with the incumbent

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1 ECH Inc POSITION DESCRIPTION 1. Position title: Manager Retirement Living 2. Accountable to: Manager Independent Retirement Living 3. Classification: As per contract negotiated with the incumbent 4. Position location: Corporate Office, 174 Greenhill Road, Parkside. May be required to work at other ECH locations. 5. Hours of duty: 5.1 Usual hours of duty will be 38 per week to be worked between Monday and Friday 8.30am to 5.00pm. 5.2 Some additional hours will be required. 6. Principal responsibilities: 6.1 Responsible for all the services and activities performed by the Retirement Living Team including achieving sales targets and delivering all administrative and reporting activities in accordance with legislation and organisational requirements. 6.2 Under the direction of the Manager Independent Retirement Living provide leadership and direction to the Retirement Living Team to ensure the team meets its strategic management plan objectives, sales targets and budget. 6.3 Achievement of a high performing and innovative team who collaborate with our customers to provide memorable customer experiences and maintain effective communication with residents, customers, other staff and other ECH Business Units. 7. Qualifications: 7.1 Appropriate qualifications or demonstrated competency related to business/office administration and leadership are essential. 7.2 A current driver s licence is essential. 8. Knowledge: 8.1 A good understanding of and/or a willingness to understand retirement living opportunities for older people. 8.2 Possess a good understanding of: a) Contemporary office management practices. b) Electronic record management. c) Microsoft Office suite, contract management, administrative procedures, systems and processes. PD/479 Page 1 of 5

2 d) How to conduct and document WHS risk assessments. e) Accreditation and auditing practices relating to administrative processes. 8.3 Knowledge and understanding of contemporary leadership and human resource management practices at a manager level, including team building, motivation, development of staff and performance management. 8.4 Have a practical knowledge of the values, behaviours and strategies required to create memorable customer experiences, including development and implementation of customer focused systems and processes and a continuous improvement culture. 8.5 Knowledge of resource allocation, planning, key result areas and key performance indicators, budgeting and financial procedures. 8.6 Possess knowledge of and a demonstrated commitment to the principles and practices of equal employment opportunity, privacy and Workplace Health & Safety and the ability to apply them to staff leadership, work practices and service delivery. 9. Demonstrated experience/skills in: 9.1 Contemporary management practices, including staff and contract management, administrative procedures, systems and processes, electronic records management and Microsoft Office suite. 9.2 Resource allocation, planning, key result areas, key performance indicators and financial procedures. 9.3 Contemporary leadership and human resource management practices at a management level, including team building, motivation, development of staff and performance management. 9.4 Accreditation and auditing practices relating to administrative processes. 9.5 Delivering the values, behaviours and strategies required to create memorable customer experiences, including development and implementation of customer focused systems and processes and a continuous improvement culture. 9.6 Well developed interpersonal, communication, mediation and negotiation skills. 9.7 Conducting and documenting WHS risk assessments. 9.8 Delivering the principles and practices of equal employment opportunity, privacy and Workplace Health & Safety and apply them to staff leadership, work practices and service delivery. 10. Specific Responsibilities include: 10.1 Deliver the strategic and team objectives of the Retirement Living team through sound leadership practices and adherence to the ECH Purpose, Values, policies and procedures Facilitate and deliver sales targets and budget, reporting, documentation, contracts and correspondence which are both accurate and consistent with PD/479 Page 2 of 5

3 ECH Values, policies and procedures and in accordance with legislative requirements Providing leadership and development of staff in accordance with ECH Values, policies and procedures including performance development, key result areas (KRAs), key performance indicators (KPIs) and ensuring appropriate training opportunities are available Creating and maintaining a positive and motivated team through an environment of communication consistent with ECH Values and our purpose Develop collaborative working relationships to ensure positive outcomes for independent living residents, the Retirement Living team and other business units Provide timely, accurate and efficient support to the Manager Independent Retirement Living Initiate, implement and review appropriate procedures and process improvements to ensure the delivery of effective and efficient services to meet emerging needs, trends and goals in consultation with the Manager Independent Retirement Living Exercise of initiative and discretion to analyse and address resident/customer complaints and disputes and implement effective responses in consultation with the Manager Independent Retirement Living Utilise KRAs and KPIs to monitor and continuously improve the Team s performance and report outcomes in a timely manner to the Manager Independent Retirement Living Promote a positive customer service/client relationship with all stakeholders Complying with ECH s Purpose, values, policies, procedures and the Code of Employment Principles Participating in the Performance Development Plan Ensuring all reasonable steps are taken to protect personal safety at work and avoid adversely affecting the health and/or safety of any other person in the workplace in accordance with the Work Health and Safety Act This includes: a) Complying with appropriate WHS policies, procedures, work practices and safety instruction from a supervisor. b) Participating in WHS training as required. c) Reporting to their supervisor any incident/hazard that will or has the potential to harm another person in the workplace. d) Use any equipment and wear clothing to protect their health and safety while at work where appropriate. e) Assisting with the implementation of appropriate risk control measures. f) Ensuring they are not affected by alcohol or any other substance which may endanger themselves or any other person in the workplace. g) Ensuring staff receive appropriate WHS training, their attendance is documented and reported to Corporate Services. h) Monitoring work procedures to ensure staff comply with safe working procedures. PD/479 Page 3 of 5

4 10.14 Ensure ECH property is kept secure against loss, theft or damage and is properly maintained Undertaking other duties as may be requested by the Manager Independent Retirement Living. 11. Personal Attributes: 11.1 Proven ability to plan and coordinate administration and reporting operations Ability to manage multiple tasks concurrently, flexible in dealing with changing priorities and able to manage competing demands Ability to integrate ECH s Values into all aspects of the role Ability to develop and maintain effective processes and practices which focus on meeting the needs of customers Proven customer relation skills and having a commitment to providing memorable customer experiences Strong process development skills demonstrating a methodical and accurate approach Undertake appropriate vocational and personal development programs to maintain knowledge and leadership skills Ability to supervise and lead a team Well developed communication, negotiation and mediation skills, with the ability to relate effectively to a wide range of people Ability to use sound judgment, initiative and interpersonal skills to resolve complaints from customers and staff Ability to determine priorities in response to changing circumstances, allocate resources accordingly and to delegate effectively, while retaining accountability Anticipate problems related to the operation of the Team and initiate appropriate actions and programs to maintain effective service delivery which satisfies legislative obligations and addresses the Team s risk profile Provide regular feedback and encouragement to staff on work performance and practice and take appropriate action to resolve any conflict Display initiative and flexibility to develop new work procedures and programs which lead to improvements in the areas of responsibility and effectively manage change Ability to prepare documentation and reports in keeping with ECH Values, policies and procedures Capability for innovative and original thinking Ability to work independently and solve complex problems but recognise matters that require timely referral to the Manager Independent Retirement Living Attention to detail and commitment to provide documentation and responses which are accurate and timely Able to understand, interpret and apply legislation to administrative processes and systems. PD/479 Page 4 of 5

5 11.20 As a member of the Independent Retirement Living leadership team work enthusiastically with colleagues demonstrating support for decisions and strategic direction Respectful, courteous and sensitive to diversity in the workplace and our customers Ability to remain calm during challenging times Demonstrate an ability to maintain confidentiality in all aspects of the workplace A positive sense of humour. Approved: June 2012 Reviewed: Oct 2013 Approved:.. General Manager - Independent Living././... General Manager - Corporate Services././. PD/479 Page 5 of 5

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