Page 2 of 6 Day to day liaison with clients regarding service times and changes to services. Ensure all client enquiries are handled in a prompt, effi
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1 Page 1 of 6 Position Description Stage: Issued Version: Group: HR/OHS/Education Reports To: Feros Care at Home Manager Employment Status: To be advised Grade/Award: Clerk Grade 2/3 Primary Objective: The is responsible for the provision of superior rostering and scheduling services and staff liaison to ensure efficient and effective support to Feros Care at Home and external brokerage services. Key Responsibilities: Efficient Rostering and Service Allocation: Ensure rostering and scheduling of services is logistically sound, efficient and effective use of staffing resources. Attend to day to day rescheduling to cover unplanned changes in staff availability including sick leave, personal leave and emergency replacement or backfilling requirements. Ensure rosters are regularly reviewed to meet key service indicators. Ensure effective use of staff availability through effective job allocation Minimise travel time to ensure maximisation of direct client time Scheduling client appointments in compliance with referral requests Compliance with referral requests to ensure appropriate compatibility of staff with clients and services users with consideration given to skills, cultural, spiritual, and lifestyle preferences Ensure leave planning including annual leave, personal leave, study leave is scheduled to ensure continuity of care and service delivery. Participate actively in problem solving and finding solutions for scheduling difficulties and challenges in consultation with support from the Care Manager of Feros Care at Home. Meet and exceed required key performance indicators in relation to quantitative, qualitative and behavioural volumes (eg. Travel time, kilometres travelled, requests for services changes, time taken from referral to service commencement, etc). Utilise The Care Manager software, Google Maps and online programs to ensure efficient utilisation of and allocation of resources. Day to day management of the roster including staff replacement for leave, etc Assist with checking of timesheets, kilometre logs and billing details as required. Staff Liaison, Coordination and Teamwork: Day to day liaison with staff regarding service times and changes to services. Day to day liaison with staff and responding to enquiries and feedback in a prompt, efficient, empathetic and supportive manner. Ensure staff availability and preferences including leave requests are considered when compiling rosters. Promote teamwork acknowledging staff achievements and successes, and provide support following their challenges and difficulties. Promote teamwork through seeking feedback and encouraging participation in problem solving. Encourage staff attendance at scheduled and unscheduled meetings, scheduled and unscheduled education opportunities and completion of competency based learning programs. Client Liaison:
2 Page 2 of 6 Day to day liaison with clients regarding service times and changes to services. Ensure all client enquiries are handled in a prompt, efficient and empathetic manner producing the desired outcome for the client. Actively problem solve and answer enquiries from clients with assistance from Care Managers and Care Manager Feros Care at Home to produce the desired outcome for the client. Culture: Promote and develop a culture within the team that reflects the values and care principles of Feros Care by: Ensuring all staff feel they are a valued and important contributor to the team (Everyone Matters) Promoting and committing to a continuous journey of personal growth of all staff and clients (Life Long Learning) Creating an environment of ensuring laughter and purpose for both clients and staff (Positive Energy, Fun) Striving to do the best we can always (Service Excellence) Thinking outside the square to inspire new ideas (Innovative Thinking) Committing and accountability to the professional and ethical standards of behaviour, individually and within the team (Absolute Integrity) Occupational Health and Safety: All Feros Care staff have a duty of care and a legal obligation to ensure that they: Undertake work in a manner that is not harmful to their health and safety and the health and safety of others. Comply with the Feros Care OHS Management System requirements particularly manual handling, infection control, emergency, food safety and personal protective equipment requirements. Monitor workplace conditions and report: ideas which may improve health and safety any work related or personal injury or illness (where it may affect their ability to work safely) hazards and incidents including any malfunction or inadequacies of equipment. Correct minor hazards as applicable. Attend and actively participate in OHS and other mandatory training Key Competencies: 1. Results Focus: Pursues work with energy, drive, and a need for completion Applies innovative ideas Adapts to varying work situations and is flexible in your approach to resolving challenges Takes initiative with a clear business purpose in mind Continually seeks to improve business processes 2. Client Service Focus: Commitment to client centred care delivery Anticipates client s needs Provides services in a respectful manner Delivers services accurately and on time Establishes and maintains a professional relationship with clients Suggests ways to improve processes to fulfil customer needs 3. Interpersonal Communication:
3 Page 3 of 6 Acts with integrity Treats others with respect Communicates openly and honestly Communicates with tact Resolves conflicts in a positive way Expresses self verbally in a clear and organised way Expresses facts and thoughts in writing in a clear and organised way 4. Personal Effectiveness: Develops self and others Continuously learns and develops Identifies own strengths and weaknesses Helps co-workers learn and develop and assist when they are having difficulty Defines and solves problems Takes responsibility for actions Uses time and resources wisely Organises and prioritises work Prepares for potential problems before they occur 5. Teamwork: Values the input and know-how of other team members Asks for help when needed Offers help to other team members when needed Builds trust and respect among fellow team member Takes actions that demonstrate consideration for the feelings and needs of others. Criminal History: This position requires a mandatory police check to be conducted, if chosen to be the successful candidate. Where the position is required to provide a service to persons under the age of 18 years, a Working With Children check must also be conducted. Essential Criteria for Position: Demonstrated ability to work effectively in a team environment to effectively plan and organise the service delivery requirements of a changing client base. Demonstrated excellent time management and organisational skills and an ability prioritise work tasks Demonstrated ability to work in an environment which is frequently changing and has high client expectations and competing priorities. Ability to work to a deadline. Demonstrated high level computer literacy Well developed communication skills (written, verbal and listening) including high level telephone techniques in order to liaise effectively with staff and clients. Desirable Criteria for Position: Certificate in Administration or similar Experience in scheduling or rostering with staff and client liaison. Experience in a Health and or Aged Care environment Summary of Specific Responsibilities Defined in Permanent Change to the Worker Roster in TCM7 : Client Services - Actioning a Service Request Form : Client Services - Responsibility
4 Page 4 of 6 Summary of Specific Responsibilities Defined in Actioning a Service Request Form : Client Services - (Not Activating a Client's Response Plan : Client Services - Adding a New Staff Member to TCM : Client Services - (Not Adding a New Staff Member to TCM7 : Client Services - Adding an Allied HomeHealth service to a TCM diary : Client Services - General Adding Diary Notes to a Worker Roster in TCM 7 : Client Services - Adding OHS and Safety Notes to Rosters in TCM7 : Client Services - Adding OHS and Safety Notes to Rosters in TCM7 : Client Services - (Not Adding Shift/Service Notes on Worker Roster TCM7 : Client Services - After Hours Phone - At Home Team : Client Services - Allied Home Health Service Access - DVA : Client Services - General Allied HomeHealth Service Access - Home Care : Client Services - General Allied HomeHealth Service Access - MBS : Client Services - General Allied HomeHealth Service Access - Private : Client Services - General Care Worker Social Reimbursement : Client Services - (Not Client not wanting a particular Care Worker : Client Services - (Not Client Handover Procedure : Client Services - Client Handover Procedure : Client Services - (Not Staff Annual Leave : Client Services - (Not Staff Sick Leave : Client Services - (Not Staff Sick Leave Relief TCM7 : Client Services - Coordination of Services in the Event of Emergency : Client Services - Copying and Pasting Information into TCM : Client Services - (Not Discharge Process Care Clients : Client Services - (Not Discharging Home Care Package Clients : Client Services - (Not Responsibility
5 Page 5 of 6 Summary of Specific Responsibilities Defined in Discharging Packaged Care Clients : Client Services - HACC Initial Care Liaison Home Visit : Client Services - Hospital Admission & Discharge : Client Services - Initial Client Assessment Communication Process : Client Services - (Not Preparing a Service Request Form : Client Services - (Not Preparing Rosters in TCM7 : Client Services - Preparing Rosters in TCM7 : Client Services - (Not Printing and Distributing Rosters TCM 7 : Client Services - Processing Leave and Availability Forms : Client Services - Pulling Back Client Services from Brokerage : Client Services - (Not Rostering a New Staff Member : Client Services - Rostering a New Staff Member : Client Services - (Not Saving and Attaching Worker Documents in TCM7 : Client Services - Saving and Attaching Documents in TCM7 : Client Services - Saving and Attaching Documents in TCM7 : Client Services - (Not Sending Texts using the Nokia Communication Centre : Client Services - (Not Service Changes to the Worker Roster in TCM : Client Services - (Not Responsibility Timesheets/Kilometre/Mobile Logs - Care Staff : Client Services - Timesheets/Kilometre/Mobile Logs - Care Staff : Client Services - (Not Transferring a client to another program in TCM : Client Services - (Not Updating Systems with Care Staff Mobile Number : Client Services - (Not Using the Nokia Communication Centre : Client Services - (Not Other related Team/Group based responsibilities for Approval I approve the above Position Description
6 Page 6 of 6 Signed:... Date:... /... /... Position:... (Supervisor/Manager) Incumbent Statement : I have read, understand and accept the above Position Description. Signed:... Date:... /... /... Author: Karen Foster Owner: Manager - People and Culture Template: tpg/x3docgrp4.asp Doc Id: Session: 19230/ Next Review: 4/01/2013 Created: 07/07/2010 Completed: 27/07/2010 Authorised: Reviewed: 5/01/2012 Issued: 27/07/2010 Keywords: position description
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