POSITION DESCRIPTION and KPI's

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1 Novacare Incorporated 564 Hunter Street, Newcastle NSW 2300 POSITION DESCRIPTION and KPI's NAME - TITLE - Executive Support Officer DEPARTMENT/AREA Head Office POSITION PURPOSE To provide comprehensive, high quality administrative support to the Executive Team. To support key business functions of the organisation REPORTING TO Chief Executive Officer DIRECT REPORTS Nil direct reports. Some task delegation to other administrative staff. SKILLS, COMPETENCIES, QUALIFICATIONS, EDUCATION and EXPERIENCE Essential Relevant qualifications in all aspects of office administration; Demonstrated experience in executive support and/or high level administration; Demonstrated organisational and time management skills; Demonstrated ability to manage priorities; Excellent communication and interpersonal skills; Demonstrated ability to work as part of a team; Excellent computer skills; Current NSW Drivers License. Desirable Experience working in a community-based organisation; Experience in the use of the Total Care Manager (TCM); Experience in marketing and promotional activities; Experience in supporting human resource processes. KEY RELATIONSHIPS Internal Executive Team: (including) Chief Executive, General Manager, Senior Management Team and Board; Business Development Coordinator; Risk and Compliance Coordinator; Workforce Development Coordinator; other Novacare staff. External - A range of business contacts of the Executive Team. Clients, their families and the wider community. Executive Support January 11 1

2 Our Purpose and Mission Novacare - The People Carers Novacare is renowned for enhancing the lives of people. Novacare provides quality services and opportunities to people in need, in order to support their independence and enjoyment of life in the community. Our Values Openness and Respect - We value our consumers and staff participation in decision making through consultation and aim to build trust and long term relationships. We are committed to caring for each other as individuals as well as provide opportunities for personal growth. Integrity - We value making dependable choices and decisions, which are soundly based and combined with consistent and ethical practices. We deliver on our commitments and have a reputation as a trustworthy organisation. We provide equity of opportunity to clients and staff, and a right of review where ever possible with regard to our decisions and practices. Results Driven and Efficiency - We are personally accountable for our individual and collective contributions to the success of Novacare. We achieve our purpose/mission and strategic plans by focusing on the priorities and actions that deliver the desired results. We aim to provide value for money in all the services we offer, recognising the full costs of providing such services. Service - We treat everyone as we wish to be treated and focus at all times on anticipating the future trends and needs of our clients. We provide our quality services in partnership with our clients, staff, funding authorities, external organisations and the community. Everything we do at Novacare is achieved through teamwork. N How you will be measured in your role In accordance with Novacare's performance review timetable, you and your manager will review your 'on the job performance' annually and at other set times during the year. This review will be completed in relation to your position description and the delivery of your KPI's (Key Performance Indicators). The responsibilities, duties and KPI s for your role are defined under Novacare's four Key Result Areas, as listed below: 1. CLIENT SERVICES: To provide quality, cost effective care which will enable people to maintain their independence and live in their own homes in the community of their choice. 2. OUR PEOPLE: To attract and retain staff and volunteers who are caring, competent and motivated to deliver our services. To increase the skill level of staff and also ensure they are adequately remunerated. 3. OPERATIONS & ADMINISTRATION: To ensure that we provide the most effective facilities and systems for the provision of services to our clients 4. FINANCIAL & BUSINESS PERFORMANCE: To remain financially viable and provide funds for the achievement of our client and business goals. NOTE - Provision has been made in the Position Descriptions for Specific Projects which are one off activities completed over a period of time (normally less than one year) and not considered to be part the core responsibilities/duties and KPI's for the current role. Once completed, these Specific Project/s will more than likely become part of the on going role for the position, unless they do not require management or monitoring. The signature (at the end of this position description) of the team member and manager acknowledges the position description and KPI's for this role, and how these KPI's will be measured. A summary of the responsibilities, duties and KPI's for the role are included in the table below. Summary of Responsibilities/Duties and KPI s - KEY RESULTS AREA RESPONSIBILITIES AND DUTIES KPI'S CLIENT SERVICES 3 7 OUR TEAM 4 8 OPERATIONS & ADMINISTRATION 7 26 FINANCIAL & BUSINESS PERFORMANCE 2 6 SPECIFIC PROJECTS 2 2 TOTAL Executive Support January 11 2

3 KEY RESULTS AREA CLIENT SERVICES 1.Stakeholder newsletters published (minimum 4 per year) 1. Support the Business Development Coordinator to ensure a positive public image of Novacare is presented. 2. Ensure effective communication channels with stakeholders 2. Website is well-maintained and current. Website provides accurate and current information to the community and is aligned with Novacare marketing strategy. 3. website and other correspondence is managed efficiently and effectively. 4. publications and other documents are published on time 3. Support the Executive Team by dealing with relevant customer correspondence, visits and enquiries including contact with clients, carer and the wider community. 5. Correspondence with stakeholders is timely, accurate and professional. 6. Customer enquiries and visitors are handled well. Customer feedback is positive. 7. Executive team are satisfied with the level and quality of support provided KEY RESULTS AREA OUR TEAM 1. Co-ordinate a range of activities for the Executive Team. 2. Provide excellent customer service to the Executive Team, ensuring the smooth running of events and operations. 1. Novacare meetings and events run efficiently and effectively 2. Activities are well planned, well communicated, and well documented. 3. All communication is positive and effective. 4. Electronic and paper filing systems are well maintained. 5. Executive team are satisfied with the level and quality of support provided Executive Support January 11 3

4 3. Coordinate activities so that some tasks are achieved through the work of others. 6. Tasks are well co-ordinated. Relevant tasks are delegated to other staff. Those staff are coached and supported to carry out tasks 4. Coordinate communications to Novacare Staff on behalf of the Executive Team. 7. Communications are well coordinated. 8. Feedback from staff is positive KEY RESULTS AREA OPERATIONS & ADMINISTRATION 1. Applications are processed as directed by Executive Team. 2. Interviews are well prepared and run smoothly. 3. Reference and pre employment checks are conducted efficiently. 1. Support the HR recruitment process. 4. Orientation process is well organised 5. Staff records are updated correctly into TCM and Staff Details List. 6. Lists and information are well maintained and current 7. New staff are assisted and well supported 8. Staff employment contracts are prepared, issued and filed as directed by Executive Team. 9. Photo ID Cards are issued for staff. 3. Support the training and development program. 10. An accurate staff training register is maintained. 11. Workforce information is maintained accurately in TCM. 12. Information regarding staff development is prepared and circulated. Executive Support January 11 4

5 4. Maintain a high quality, relevant directory of forms. 13. Forms are professionally developed and issued according to Novacare policy 14. Risk and Compliance Coordinator is supported to maintain elements of Novacare Quality System. 15. Novacare s IT and Communications system runs efficiently and effectively 16. Service level agreements with outside providers are well managed 5. Administer and support Novacare s IT and Communications System 17. Staff are supported with their IT and Communications needs 18. System documentation is well maintained and current 19. IT and Communications troubleshooting is effective and minimises the outsource costs to Novacare. 20. More complex system maintenance is well controlled, well coordinated and efficiently monitored and documented. 21. All governance documentation are well maintained including but not limited to Members Register, Annual General Meeting, Board meetings, Board reports, Board correspondence, and other interactions with the Board. 6. Support the development and maintenance of an effective governance system 22. All governance processes are well supported and coordinated, including but not limited to Annual General Meeting, Board meetings, board reports etc. 23. Minutes are accurately recorded and distributed in a timely manner. 7. Support Novacare s Occupational Health and Safety System 24. Accurate minutes are taken and distributed 25. OHS Management System and OHS records are well maintained, current and accessible to relevant parties. 26. Return to work processes and records are efficiently and effectively managed Executive Support January 11 5

6 KEY RESULTS AREA FINANCIAL & BUSINESS PERFORMANCE 1. Provide administrative support for funding submissions and grant applications. 1. Undertake research to support funding application and present relevant information accurately. 2. Assist in preparation of funding applications. 3. Proof read funding applications as required. 4. Research availability of required equipment/service. 2. Assist in purchasing equipment and services. 5. Organise quotes and present to Executive Team. 6. Coordinate order, delivery and distribution of equipment/services. KEY RESULTS AREA SPECIFIC PROJECTS 1. Specific projects will be a requirement of this position as directed by the Executive Team. 1. Special projects delivered as required 2. Participate in a variety of projects, groups and committees. 2. Undertake high quality tasks in a timely manner to ensure work program meets the required deadlines. Team Member Manager Date Position Description Review Date Executive Support January 11 6

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