Position Title. National Client Services Manager. Responsible To CEO. Responsible For

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1 Position Title Responsible To Responsible For Vision Our Purpose Position Purpose Key Challenges National Client Services Manager CEO The leadership and management of service delivery across all sites and programs and to develop and implement effective services for clients. Independence and transformation for women. To help women experiencing disadvantage to get and keep work. A senior leadership position at Fitted for Work that will manage the quality of service provision nationally, ensuring that the services are of a high standard, meet the needs of clients and achieve the outputs and outcomes desired. The incumbent will also manage the evaluation and monitoring of programs, ensuring that there is a culture and practice of continuous improvement. The position will also identify gaps and opportunities to support women and take the lead on developing and implementing programs and initiatives that assist women experiencing disadvantage transition to sustainable employment. As the most senior role reporting to the CEO, the position will deputise for the CEO as required and represent the organisation with Government, Corporates, Trusts and Foundations and other community organisations. To provide effective high quality services to a wide range of clients. To be proactive in an organization that evolves and changes. To develop collaborative working relationships with staff and volunteers across multiple sites. To provide leadership in a growing and evolving organization. Some after hours work, with time off in lieu available. Key Result Areas The provision of high quality services to clients across all sites and programs Leadership and Management of Staff and Volunteers Development of new client service programs Research and Advocacy Relationship management Business development Administration 1

2 Remuneration Total package of $92,891 (including 9% superannuation, Fringe Benefits tax free benefit* and a base salary of $77,900). A.9 eft will be considered, depending on the skills and experience of the candidate. There is some after hours work for which time off in lieu is available *You are entitled to $16,500 per annum in Fringe Benefits Tax free benefits plus salary packaging For further information on salary packaging please refer to: Recruitment Process A letter of application addressing the Key Result Areas and a resume should be sent to Patricia Saca: Applications are due by Sunday May For further information about the role contact Jane Hunt, CEO on or A. ORGANISATION CHART (What are the key reporting relationships for the role?) Refer to the attachment. B. JOB REQUIREMENTS (What are the key activities for the role?) Key Result Area 1 The provision of high quality client programs nationally Manage the quality of services to ensure they meet the needs of clients, are effective, timely, efficient and responsive. Provide expert advice on issues facing women experiencing disadvantage in their transition to work Apply the LogFrame (Program Logic) KPI s for all services and work with the Program Managers to ensure performance standards are met. Review progress quarterly. Identify, develop and implement operational systems and processes that will enable the Program Managers and volunteers to deliver high quality services. Develop opportunities for synergy between programs and initiatives to ensure efficiencies and greater effectiveness of the programs 2 Performance KPI s (eg. number of clients assisted, engagement and employment outcomes) are achieved across the programs Operational systems and processes are developed and implemented to ensure the programs achieve their KPI s Clients are able to access the full range of programs Client input and feedback is integrated into service delivery and programs Develop effective working relationships with staff and volunteers to ensure a culture and practice of service quality and innovation is implemented

3 In collaboration with the Research, Evaluation and Data Working Group, ensure that a monitoring and evaluation framework is implemented and a culture and practice of continuous improvement is established. Key Result Area 2 Development of client service programs Identify gaps and opportunities in service provision and develop programs to meet the needs of clients Develop mechanisms for assisting clients to identify their needs and translate them into programs and services Develop programs and initiatives that assist clients to transition to sustainable employment (for example, the transition to work program embedded in the social enterprise) Develop opportunities for synergy between programs and initiatives Represent Fitted for Work with other oragnisations and individuals to ensure involvement in client programs (for example, securing Corporates to deliver workplace familiarization sessions for clients) Client input and feedback is integrated into service delivery and programs Programs have a positive impact and achieve their aims Volunteer expertise and knowledge on the Client Programs Committee is utilized in the development and delivery of programs Clients are able to access the full range of programs Key Result Area 3 Leadership and Management of Staff and Volunteers Deputise in the CEO s absence, providing leadership to staff and volunteers Manage program delivery staff, ensuring they are supported through regular supervision, performance and training plans to manage their programs effectively. Effectively communicate and establish excellent working relationships with staff across Australia 3 A leadership role is taken and staff and volunteers feel the direction is clear and they are supported to carry out their roles Staff receive regular effective supervision and the performance appraisal process is conducted in a supportive manner

4 Manage teams of senior volunteers (for example the Melbourne, Sydney and La Trobe Valley Advisory Committees and the Research and Evaluation Working Group) who provide support and advice to the services Staff are clear about and are motivated to achieve KPI s Staff are supported to develop and grow in their roles and careers Staff are aware of organizational priorities and changes in a timely manner Volunteers feel supported, engaged and clear on purpose and role within the organisation Key Result Area 4 Relationship Management with External Stakeholders Develop strong relationships with external stakeholders, including community organisations, Trusts and Foundations, corporate, government and donors. Represent FFW at meetings, forums and conferences In collaboration with the CEO and Development Manager provide strategic input and assist in the development of relationships with businesses and corporates to ensure service provision to clients (eg workplace familiarisation days, work experience placements etc) Relationship management is timely and proactive to ensure external stakeholders are actively engaged Feedback is sought from stakeholders and changes implemented Partnerships with businesses and corporates are managed, particularly in relation to joint client service deliver programs Key Result Area 5 Research and Advocacy Provide expert content into the advocacy framework and agenda Analyse FFW client data and make recommendations for advocacy topics Be the key point of contact on research collaboration with Universities and TAFE s Accurate data, expert content and research is used in advocating with and on behalf of women experiencing disadvantage FFW publishes high quality research and advocacy pieces 4

5 Key Result Area 6 Administration and Development of Reports Prepare a monthly report on Client Services to the CEO for inclusion in the Board report programs Manage diary and travel commitments, including prioritise workload commitments Provide input from client services for tenders and proposals and where appropriate write proposals and contribute Ensure reporting to Trusts, Foundations and Government are delivered on time and to a high standard Work collaboratively with the Business and Finance Manager to represent client services needs as well as to work on joint projects (for example, ICT needs for the organisation and clients) Monthly reports are provided on time and to a high written standard Proposals and tender content is produced to a high standard and on time All reports are delivered on time and to a high standard C. PURPOSE AND VALUES REQUIREMENTS Core Area of Responsibility Purpose and Values Key Tasks Actively support Fitted for Work purpose and values; Positively and constructively represent our organisation to external contacts at all opportunities; Behave in a way that contributes to a workplace that is free of discrimination, harassment and bullying behavior at all times; Operate in line with Fitted for Work policies and practices To help ensure the health, safety and welfare of self and others working in the business; Follow reasonable directions given by the company in relation to Occupational Health and Safety. D. RECRUITMENT INFORMATION (The essential knowledge, experience, skills and personal attributes required for the job) Competencies 5

6 Competencies Demonstrated ability to positively lead and proactively manage staff across geographical locations and staff from multi-disciplinary backgrounds Ability to manage and lead volunteers to ensure they are able to contribute effectively to the organisation and they feel supported to carry out their role Demonstrated experience in establishing the Key Performance Indicators and standards that ensure the provision of quality programs Experience in implementing and ensuring a continuous improvement cycle Strong track record in representing organisations in a professional and positive manner and ability to establish effective partnerships Demonstrated experience in identifying and developing programs and services to meet the needs of clients Personal Attributes Ability to work proactively in a workplace that is changing and evolving Ability to identify solutions to new and novel problems and implement them Ability to motivate and manage staff and volunteers Demonstrated empathy and experience in working with clients experiencing disadvantage and multiple barriers to employment Experience and Qualifications Relevant tertiary qualification in welfare, social work, education or related field Competent in using computer packages such as Word, Excel and Power-Point. D. APPROVAL Manager s Name: Approval date 6

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