POSITION DESCRIPTION. Social, Community, Home Care & Disability Services Industry Award 2010

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1 Role title: Team Leader Support Services Mallee POSITION DESCRIPTION Program: Employment Agreement: Classification level/salary range: Hours of Work: Tenure: Location: Reports To: Homeless Services Social, Community, Home Care & Disability Services Industry Award 2010 $55,000 - $65,000 Depending on experience and qualifications 5 Days / 1 EFT / 38Hours Ongoing Mildura Area Manager - Mallee Organisational Environment Haven; Home, Safe is the leading provider of integrated homelessness and housing services in the Loddon Mallee Region and Victoria s first registered affordable housing association. Haven; Home, Safe aims to provide shelter and support to people who are homeless or living in a housing crisis and works to provide communities with affordable housing opportunities. Haven; Home, Safe expects a high level of commitment, quality, passion and energy and in return offers competitive remuneration packages and great benefits. We offer a supportive workplace culture, flexible working conditions, family friendly workplace, great training and development opportunities, Employee Assistance Program, attractive salary packaging arrangements and an opportunity to make a real difference within our growing organisation. Our Mission: Haven; Home, Safe will provide shelter and support to people who are homeless or in housing crisis those most at risk in our community. Our Vision: We will relentlessly pursue, through our values based culture, collaboration and community; the achievement of excellence in all that we do.

2 Position Objectives To support, supervise and mentor Support Service workers to provide excellent services to homeless persons, their advocates and support agencies thus assisting in the prevention of homelessness to those most in need. Delivery of a Support Service that is focused on meeting client need and reflective of current practices and service models as contracted by DHS or defined by Haven; Home, Safe Homeless Services. Share the responsibility for the promotion and roll out the Support Services Standards per developed Haven; Home, Safe management plan. Provide leadership through supervising and mentoring staff members and through the development of a strong team culture. To work within the Support Service s business imperatives; by assisting with developing and managing the ongoing operational functions of the Support Services team s. Undertake direct therapeutic client work as part of the Support Services team. Responsibilities and Duties Planning and Development To operate within the set strategic business plan of the Agency and Support Services - being responsible for contributing to planning, delivery and continuous improvement cycles within key result areas, through the development of team and individual workplans. To deliver services consistent with the Open Doors Framework and IAP (Initial Assessment & Planning) and IR (Interim Response). Confer with the Area Manager, internal partners, funding bodies and others in relation to the development of the service model along with other partners within the LASN. Continually identifying and developing opportunities to improve the level and quality of service to clients of the agency through analysis of feedback from clients, partners, community feedback and informed theory and practice. To develop and support a team culture that seeks to further understand the complex causes and features of homelessness. Work with the Area Manager to ensure that programs are consistent with the principles of joined up response to service agreements, relevant community standards and Quality Assurance processes. To develop, review and work within both the Support Services planning processes. Ie: Business Plan that set out KPI s, deliverables and continuous improvement strategies. Coordination and administrative control In conjunction with other key Support Services personnel, develop/establish/implement performance standards and indicators, which aim to continuously improve service, standards to our stakeholders and that are consistent with the expectations of the service agreement and other relevant community standards.

3 Promote and actively encourage a culture that adheres to all relevant Occupational Health and Safety Policies and guidelines. Review, on a regular basis, the performance measures and the variations in performance in operational and budget areas and provide reports to the Area Manager. Provide feedback to colleagues and Area Manager regarding individual and other Intake and Assessment workers performance. Take appropriate action to address shortfalls in performance and seek improvements through mentoring and staff development plans. Maintain appropriate data collection mechanisms that support performance and other monitoring requirements. Operations To uphold the agencies mission, vision, values and policies and further its role in creating positive outcomes for the unique and valued client group together with other team members, Haven; Home, Safe staff, external providers and to members of the community. Contribute to the provision of direction, leadership and support in relation to the activities of the Support Services. Ensure staffing coverage is planned and staff coverage for daily operations is consistent and with full staff requirements. To participate on the Front Counter roster as required and determined by the Area Manager. Promote self-management and professional development of the team and individuals by providing adequate mentoring and training opportunities. Ensure a continuity of service is provided between the hours of 9.00 am and 5.00 pm. Monday to Friday. Ensuring coverage for programs requirements are met for its internal partners. Provide expert advice to agency internal partners and Area Manager on operational matters, in order to lobby for the needs of the client group. To contribute to research, planning and development through the collection of accurate data and high level information about the unmet needs of the target group for contribution to Haven; Home, Safe intelligence. Foster the implementation and development of efficient, effective work practices among staff. Ensure the rights of clients are upheld according to the Residential Tenancies Act, HIR-THM Guidelines, One DHS Service Standards, National Community Housing Standards, agency Policy, and any other relevant guidelines as adopted by Haven; Home, Safe Divisions. Ensure clear communication between various functional groups within the agency and promote, by example, Haven; Home, Safe values and expected behaviours. Contribute to and drive the One DHS Standards within the Support Services participate on the steering group to develop and promote excellence in all we do. Client Work As part of the team undertake office based direct client services; assessments, case-management and support services, to people who are in housing crisis or homeless. To work within a solution focused, strength based and client centered approach. To negotiate access to mainstream or specialist services for people in this target group through

4 advocacy (this may include legal, physical and/or mental health care, accommodation and income security) To disburse financial assistance appropriately to assist the people within the target group to overcome short-term crisis. To improve referral and linkage processes to case management services and other providers so that people with complex care needs can receive the services that they are entitled to address their ongoing housing and support needs. To contribute to an integrated service planning response to ensure that the housing and support needs of the target group are met. To be involved in the development and rollout of a common assessment tool across the Agency / external system. Liaison/Networking Liaise when appropriate with personnel within the sector through the LASN in order to seek best outcome methods of service delivery. Promote/market the services provided by the agency to other services and the community. Educate and explain to other services and the community the roles and protocols of the agency as required in order to improve communication and build useful partnerships. Maintain a detailed knowledge of government and department policy in relation to Housing and Support and related issues. Ensure that active partnerships are developed and maintained between interagency programs and external complementary services. Ensure that Support Service staff relate and liaise to clients and other service providers in a professional manner in line with negotiated protocols and sector standards. Participation in the development of community work projects and programs designed to enhance the community s ability to respond to the needs of the target group. Organisation/Personnel The Team Leader Support Services will take as their prime responsibility and be dedicated to actively leading and participating in the promotion of a strong, functional, skill capable and knowledgeable team. The Team Leader Support Services will value team members, encouraging individual and team development; promoting excellence in communication and professionalism. In addition to this context: Recommend the appointment, promotion, transfer or release of staff to the Area Manager. Assist the Area Manager to coordinate the recruitment of staff within Haven; Home, Safe recruitment policy and Equal Opportunity guidelines. Ensure that all staff have clear, defined roles and position descriptions, that they are fully orientated, trained and understand their responsibilities. Encouraging staff development plans, define training needs of staff and recommend and implement appropriate programs.

5 Participate in regular monthly sessions with staff, providing supervision, debriefing, training and performance appraisal activities; providing feedback to staff and, where relevant, to Area Manager. Ensure that staff operate, within the scope of authority and seek relevant approvals as required. Ensure compliance with established policies concerning Occupational Health and Safety, Equal Opportunity Legislation and other relevant Acts and Regulations. Administration Ensure that all funds and assets assigned to the Support Services are properly safeguarded and managed. Ensure that budgets are adhered to and systems of recording are accurate and maintained in a timely manner. Ensure that appropriate communication is maintained at all times within the Agency in relations to meeting the frontline operations with relevant departments. Ensure that policies and procedures for maintenance are effective and efficient and that appropriate controls are in place to monitor expenditure. Ensure timely exception reporting, monthly and quarterly reporting to the Area Manager as required. Make recommendations to the Area Manager concerning improvements in both coordination and operational practices. Other duties, functions and responsibilities as directed by Haven; Home, Safe. Delegations, authority levels and decision making This position reports to the Area Manager - Mallee Key Selection Criteria Applications will be assessed against the following specifications (Applications not addressing KSC will not be considered): 1. Experience and proven ability in supervising and managing a high performing client services team preferably in a social services environment. 2. The ability to lead, motivate, coach, develop and encourage people to achieve a common goal, fostering positive working relationships and team culture. 3. Experience in providing direct client services and high level skills in assessment, case management, and providing intake and referral support services to people who are in housing crisis or homeless.

6 4. Demonstrated client focus and experience and a high level understanding of working with the most disadvantaged people in our community, dealing face to face with people experiencing distress and behaving in ways that do not accord with one s own values or background. 5. Demonstrated excellent communication and interpersonal skills including the ability to consult, negotiate and liaise effectively with a diverse range of people and preparation of management reports, service evaluations and research and representing the agency in diverse areas as required. 6. Demonstrated excellent time management and organisational skills - ability to manage numerous processes in order to meet deadlines and to deliver high quality outputs including ability to re-order work and priorities in response to demand and crises. The ability to organize people and materials to ensure that tasks are undertaken and that measures are put in place to ensure compliance within all area s of operations. 7. Demonstrated understanding of, and commitment to, equity, equal employment opportunity, performance management and workplace health and safety. 8. Ability to work under direction as well as autonomously & demonstrated excellent problem solving and decision making skills. 9. Demonstrated ability to manage contractual obligations within policy/budgetary guidelines including data collection and reporting and excellent negotiating skills. Desirable: 10. Current knowledge of Haven; Home, Safe Service System. 11. Experience and extensive knowledge in the fields of Human Services. Qualifications & Experience A formal qualification in related disciplines such as Social Work, Social Sciences or other relevant qualifications are highly desirable, but a person having significant success and experience in a similar position is encouraged to apply. Inherent Requirements of the Position Successful appointment of this position will be subject to: o Taking part in recruitment testing as part of the selection process o Pre-employment medical disclosure form prior to commencement

7 o Undergo a Police Check and Working with Children Check prior to commencement All Haven; Home, Safe staff must hold a current Victorian Drivers Licence at all times. All Haven; Home, Safe staff must take responsibility for a safe and healthy work environment and have a commitment to equal employment opportunity and a workplace free from discrimination and harassment. A sound working knowledge of computers and Microsoft office programs. A commitment to and respect of Haven; Home, Safes Values and Expected behaviours All Haven; Home, Safe staff must participate in training, supervision and appraisal activities. Some out of hours work may be required. Approval of Position Description Area Manager Homeless Services Name: Margrete Hamence Date: 23/01/2014 Chief Officer of Line Manager Name: Niall Hensey Date: 23/01/2014 Acceptance of Position Description To be signed upon appointment Employee Name: Signature: Date:

8 Application Information To be considered for shortlisting and an interview applications must include the following: Cover Letter A statement which describes your suitability against each of the key selection criteria detailed in the Position Description; A resume containing your contact details, summary of work experience, details of qualifications and education Referees if required for an interview you will be required to provide details of at least three referees ideally one should be from your supervisor and from your most recent employer and others a knowledge of your work performance Applications can be ed, posted or hand delivered to: [email protected] Posted or Hand Delivered: Private & Confidential Human Resources Officer Haven; Home, Safe Forest St PO Box 212, BENDIGO VIC 3552 For any queries relating to this Position please call 03) / 03) Applications must be received before COB, 25 February 2014 The successful applicant will also be required to: Be available as part of the interview process undertake the accredited APP skills and abilities test and CPI 260 test Pre-employment Medical Disclosure Haven; Home, Safe is committed to providing a safe work environment for all employees. As part of this you will be required to provide information regarding any pre-existing injury or disease which could affect your ability to perform the proposed employment. You will be asked to complete and sign a disclosure form prior to commencement. Undergo a Police Check prior to commencement. Your suitability of Employment will be determined by any outcome that may be listed on this check. Please contact HR to complete form prior to commencement. You will be required to obtain a Working with Children Check. This will need to be produced prior to commencement. If you do not already have a WWC Check Haven will assist with the cost please contact HR as soon as advised of success in your application to ensure an application for WWC Check is completed prior to commencement.