POSITION DESCRIPTION. Position Title. Anglicare At Home - Client Liaison Officer. Division. Anglicare AT Home. Reports to

Transcription

1 POSITION DESCRIPTION Position Title Anglicare At Home - Client Liaison Officer Division Anglicare AT Home Reports to General Manager Home Based Care Services Function To establish an enviable reputation for customer service characterised by professional and timely liaison services to existing and prospective Anglicare clientele and other significant stakeholders. Anglicare Mission Anglicare, in response to the Christian faith, strives to achieve social justice and to provide the opportunity for people in need to reach fullness of life, within Anglicare s resources. Anglicare is committed to: working for the common good and a just and healthy society. working together with government, business, the community and churches to build a better future. valuing and celebrating difference and diversity within society. reconciliation with Aboriginal people. offering our support to all who need it, for as long as they need our help. empowering our clients and treating them, their situations and their choices with respect. upholding human rights. joining together with those who suffer disadvantage and injustice to call for change the safety and protection of children involved in our activities/programs. Anglicare Tasmania Inc Page: 1 of 5

2 Standard Job Requirements Required to provide a satisfactory Schedule 1 National Police Check. Required to undergo an employment health assessment which allows Anglicare to be aware of potential and actual health issues for employees and (if appropriate) to work with individuals to ensure we manage these appropriately (e.g. tailoring the work environment to cater for specific requirement/s.) Conforms with Anglicare s conditions of employment including, Code of Conduct. Confidentiality, Anti-Discrimination, Bullying and Harassment policies and Work Health and Safety policies including the signing of a New Personnel Declaration. Current Drivers Licence. The position will work a combination of different weekday start and finish times. In addition to the above - participation in a rotating weekday and weekend out of hours oncall roster may be required. Will be required to undertake some intrastate travel. Key Result Areas Technical Skills Respond promptly to client contact regarding services provided by Anglicare AT home. Undertake basic telephone assessments with prospective clients. Facilitate new and/or ensure existing client service contracts are reviewed in accordance with Anglicare policy and procedure. Assist in the management of Anglicare s Contact Centre and/or Workforce Co-ordination overflow if/when required. Proven organisational and time management skills to ensure team co-ordination for a large number of clientele. Familiar with Tasmania s geographical layout and/or capacity to acquire knowledge. Deliver the Anglicare AT Home Client Contact telephone service if required. Customer Service and Relationship Management Act in a professional manner at all times to provide a prompt, courteous, responsive and flexible service to current and prospective clientele. Anglicare Tasmania Inc Page: 2 of 5

3 Build and maintain good relationships with clients based on mutual respect and trust. Work closely and co-operatively with Anglicare s Human Resources, Workforce Coordination, Contact Centre, Case Management, Finance, and Business Development and Performance teams to ensure excellence in service delivery. Assist in the management and maintenance of systems to improve client service. Assist the General Manager Home Based Care Services to resolve concerns or issues raised by clients. Ensure all support/care needs changes and client complaints are reported promptly to the General Manager-Home Based Care Services Ensure confidentiality and security of all customer and employee data. Administration Complete documentation in an accurate, professional and timely manner that complies with relevant service standards and funder/stakeholders expectations. Prepare daily, weekly and monthly reports/documentation as required. Provide relief support to Contact Centre and/or Workforce Co-ordination teams during break times and/or as required. Continuous Improvement Participate and contribute to team processes. Actively participate and contribute to quality improvement programs and other program activities to meet service, legislative and accreditation standards. Professional Development Participate in training opportunities including attendance at all mandatory training. Contribute towards developing a positive and harmonious work culture. Keep up to date with organisational developments and activities as appropriate. Anglicare Tasmania Inc Page: 3 of 5

4 Work Health and Safety Maintain a safe working environment by adhering to OH&S policies, procedures and guidelines and by working in a responsible manner to ensure the safety of oneself, other employees, clients and visitors to Anglicare Ensure own action or lack of action does not place own safety or that of others at risk. Demonstrable Competencies The incumbent will possess demonstrable competency, knowledge, understanding and/or skills in the following areas: Technical Skills Previous experience in and/or basic community disability and/or aged care support and/or capacity to acquire knowledge quickly Ability to work and resolve issues in a fast pace and changing environment. Proven organisational, time management and team work skills to ensure co-ordination of a large number of clientele Familiar with Tasmania s geographical layout and/or capacity to acquire knowledge. Customer Services Exceptional client service, communication, listening and interpersonal skills to be able to problem solve and liaise with a wide range of internal and external customers. Administration Proven administration skills including the ability to complete administrative and document preparation requirements in an efficient, timely and accurate manner. Basic computer literacy skills including the capacity to use word processing, database, excel, and outlook applications. Experience in maintaining and operating in environments where information is private and/or of a confidential nature. Anglicare Tasmania Inc Page: 4 of 5

5 Work Health and Safety Basic knowledge and adherence of work health and safety legislative obligations as it relates to rostering/scheduling employees. Workplace Cultural Fit Commitment to excellence. Able to work energetically, positively and productively as part of a larger team to provide support that meets the needs of clients while adhering to regulatory and policy and procedural requirements. Demonstrated an understanding of and empathy with Anglicare s mission and ability to apply Anglicare values in the performance of duties. Essential Qualifications and/or Experience Relevant tertiary qualifications and clearly demonstrated experience or extensive experience deemed to be the equivalent. Direction or supervision required Receives general direction from the General Manager-Home Based Care Services in accordance with organisational policy and procedure. Level of Responsibility Responsible for the delivery of excellent client services to Anglicare At Home clientele Exercises autonomy, initiative and judgement within the context of the Client Liaison Team Establishes priorities and monitors own workflow within the context of the Client Liaison Team Anglicare Tasmania Inc Page: 5 of 5