STATE TRANSIT POSITION DESCRIPTION

Transcription

1 STATE TRANSIT POSITION DESCRIPTION POSITION: DIVISION: REPORTS TO: GRADE: Senior Customer Communications Officer Corporate Operations Principal Manager Customer Communications Senior Officer C DATE: October 2011 PRIMARY OBJECTIVES Develop and implement media and external communication strategies and plans, and internal communications strategies, plans and channels. Coordinate related liaison with TfNSW and the Minister s office, to inform, motivate and influence the community and employees, and to support the achievement of State Transit objectives. Provide effective and responsive media, external and internal communication services to support business operations. ORGANISATIONAL ENVIRONMENT The State Transit Authority (STA), which is the largest bus company in Australia, plans and operates bus services in Sydney, and bus and ferry services in Newcastle. It employs approximately 5,000 staff and has an annual turnover of over $540 million. It carries more than 630,000 passengers per business day, on over 15,000 services. The fleet comprises over 2,100 buses and 2 ferries, which are used mainly for regular passenger services. The Authority currently runs three businesses: Sydney Buses which operates 4 of the 15 Metropolitan Bus Service Contracts; Newcastle Bus and Ferry Service in line with an Outer-Metropolitan Bus Service Contract; and Western Sydney Buses, a subsidiary that operates the Liverpool to Parramatta Transitway on a commercial basis. The 7-year contracts are established between the STA and TfNSW and at renewal, STA may compete with other service providers for these contracts. The STA is obliged to deliver services and meet the standards established in each of the contracts within a complex regulatory framework. The aim of State Transit is to deliver passenger services that are safe, efficient, comfortable, convenient and reliable, with courteous and professional staff. State Transit is subject to control by several statutory and regulatory requirements, including the Transport Administration Act and Passenger Transport Act. State

2 Transit is a Registered Training Organisation, and is also certified as a quality endorsed organisation under ISO The State Transit Authority is split into five regions (Eastern, Northern, Southern, Western and Newcastle); a General Manager is responsible for each region including the management of the O/MBSC. To support the regions and manage the wider business are corporate and other service functions, namely: Finance and Administration, Human Resources, Safety, Fleet Operations & Infrastructure and Corporate Operations. Regional activities encompass traffic and service management, fleet and facilities management, safety, finance and administration, and executive management of depots in the Region. Depot activities focus more on the day-to-day operation of the business, to implement the approved service plan in line with the O/MBSC and other statutory or regulatory requirements. The Corporate Operations Division s purpose is to support regions in operation of the business and matters of overarching concern to the business. Aims include: Uphold and support the delivery of excellent customer service Grow patronage of buses through promotion of public transport growth in Sydney Provide timely, clear, consistent communications to internal and external audiences Develop and manage issues and public relations for the Sydney Buses brand and reputation Ensure communications reinforce the key organisational objectives of customer service, competitiveness, people and safety. Manage the Corporate Governance framework within State Transit Manage the enterprise-wide Risk Management program Manage the Quality Program Deliver Assurance Services Manage the Fraud and Corruption Prevention Program Manage the Environmental Program Manage State Transit implementation of Electronic Ticketing System (ETS) PTIPS administration REPORTING RELATIONSHIPS The Senior Customer Communications Officer reports to the Principal Manager Customer Communications. CHALLENGES Maintaining close consultative working relationships with the Chief Executive and executive management across State Transit, Transport for NSW, the Minister s Office and other high level agencies. Undertaking systematic and detailed research, data collection and analysis to respond effectively to customer and business requirements, in a politically, industrially and commercially sensitive organisational environment.

3 Provide high level advice and guidance on corporate communications strategies for new plans and services and for the management of issues, in order to inform, motivate and influence understanding, attitudes and behaviour. Implementing effective internal communication strategies, programs and channels to ensure employees are informed about corporate aims and government objectives. SPECIFIC ACCOUNTABILITIES Corporate Reputation Maintain a framework of strategies, policies and plans in consultation with senior management, to support and further develop an appropriate corporate reputation for State Transit. Media Co-ordination Participate in media communications plans, campaigns and events, act as State Transit spokesperson, assist with media interviews, respond to media requests, and provide media briefings and media releases, to obtain mass media coverage to increase community awareness and support. Internal Communication - Implement effective internal communication strategies, programs and channels to ensure employees are informed about corporate aims and government objectives. Parliamentary Briefings and Liaison Assist as required with parliamentary briefings, Housefolder Notes and Parliamentary Questions for the Minister s Office in coordination with the Customer Experience Division of Transport for NSW. Ministerial Correspondence Assist as required in the provision of advice on Ministerial correspondence from relevant sources across State Transit to the Customer Experience Division of Transport for NSW. Liaison with the Minister s Office Assist as required in the provision of State Transit s communications with the Minister s Office and the preparation across State Transit of Ministerial briefings in respect of media and corporate affairs matters, to ensure all issues are identified and effectively addressed in the preparation of Ministerial media releases and public speeches. Media and Ministerial Events Participate in events associated with the media and with the Minister s Office, to ensure event objectives are achieved. Advice Provide advice and assist with regular reports to the Principal Manager Customer Communications, Chief Executive and corporate and Regional executive management on corporate and customer communications plans, programs, issues and trends, to ensure the Chief Executive, TFNSW and senior management are informed in a timely manner. Regional Support Provide effective, responsive consultancy services and support to Regions in the development and delivery of corporate communication strategies and services in support of Regional activities.

4 Policies and Standards Maintain and review corporate communications policies and standards, to ensure accuracy, consistency and quality across the Regions. Projects Participate in TfNSW, Corporate and Regional projects and coordinate with project teams in a communications role, to achieve objectives in accordance with time, cost and quality outcomes. Internal Publications manage the development and production of the State Transit internal magazine for staff communications. CHATS co-ordination manage the organisation s CHATS communication channel for delivery of information to staff across the organisation in conjunction with designated administrators across the organisation. Annual Report & other publications Undertake the full development, production design and publication of the organisation s Annual Report ensuring compliance with legislative, TfNSW and other Agency reporting requirements. Safety - Implement all required actions assigned to the position in State Transit s Safety Management System (SMS), summarised in the BMS Work Instruction OHS Responsibility, Authority & Accountability Matrix (WI ). KNOWLEDGE AND EXPERIENCE Tertiary qualifications in a relevant field such as journalism, communications or media or equivalent experience. Understanding of the greater Sydney area transport system and its operations and inter-relationships. Knowledge, experience and skills in methods and techniques related to media management, external and internal communications. Knowledge of and experience in project management. Research, analytical and problem solving skills. Well developed oral and written communication and presentation skills. Interpersonal skills including group facilitation, consultation, influencing and negotiation skills. Ability and confidence in appearing before the media. Political awareness and sensitivity. Computer skills including word processing, spreadsheets, desktop publishing and project scheduling.

5 Ability to work as part of a team, to develop and maintain effective team relationships. Demonstrated ability in identifying and acting on issues that affect the implementation of EEO principles, equity, ethical practices, Ethnic Affairs Priorities Statements (EAPS) and OH&S.