Position - Identification Position Title Senior Community & Home Care Coordinator-Service Operations Position Classification Band 7 Position Category Permanent Position Status Full-Time Position Number 2043 Division Community Sustainability Department Aged & Disability Services Location Mentone Date Approved/Updated October 2011 Position - Organisational Relationships Reports to Team Leader, Aged & Disability Services Supervises Home Care Coordinators, Home and Community Care Administration Assistants. External Relationships Potential and existing clients and their families, relevant community groups and external agencies and members of the PCP network, Commonwealth, State and Local Government. Position - Summary The Senior Community & Home Care Coordinator Service Operations will be responsible for the overall day to day management of Service Operations within the Community and Home Care Service. This includes delivery of Domestic Assistance, Personal Care and Respite Care services that are delivered in client s homes. The prime accountability of the role is the leadership provided to the Community and Home Care Team and the level of customer satisfaction with the service. The Senior Community & Home Care Coordinator - Service Operations involves management of a substantially sized team and the monitoring of services in accordance with legislation and funding and service agreements. The position will include the development of proactive relationships with local agencies and service partners, including Central Bayside Community Health Services and the Kingston Bayside Primary Care Partnership. Position - Responsibility Description of Responsibility Operational Operational management of the Community and Home Care Service, including quality systems, staffing issues, recruitment activities, scheduling of relevant training programs and providing opportunities for effective communication within and across the work areas to decrease the impact of isolation of workers in the field. Oversee the provision of services to clients and ensure that there is an overall high degree of satisfaction for both clients and staff, including the ongoing development and monitoring of client feedback mechanisms for Aged and Disability Services. TRIM Ref 11/74488 1 OF 6
Business & Quality Management Team Relationship Building responsibilities Human Resource Quality System & OHS Assist the Team Leader, A&D Services in the business management of the allocated areas of responsibility. This may involve maintaining financial management and reporting systems to ensure that the unit meets budgetary and accountability requirements. Facilitate change management practices within the team to enable acceptance and adherence to corporate and business procedures and policies. To remain abreast of emerging trends within the Aged and Disability Services sector, both within Council s service system and at the broader level. Provide regular reports to the Team Leader and staff that reflect trends and analyse service usage. To be the central point of contact for Service Operations staff in the Community and Home Care Service for professional and operational advice and direction. Provide leadership and coach staff to achieve and maintain accurate and effective procedures and systems to produce reliable data that can be utilised to monitor emerging trends; ensure accountability for funding to government departments and adherence to funding body s service standards. Responsibility for participating in the development and implementation of quality management systems and activities supporting the Aged and Disability Program to deliver a high quality services. This will include the maintenance of up to date policies, procedures and work instructions, client information and audit processes Ensure that the Service Operations teams meet access and equity principles and guidelines and proactively develop relationships and maintain networks with culturally /linguistically diverse groups and agencies Assist the Team Leader Aged and Disability Services to develop and maintain a strong partnering relationship with local agencies by attending and representing Council at meetings and through day to day communication. Develop relationships with external agencies with an emphasis on encouraging opportunities for service innovation. This includes the opportunities presented through the Primary Care Partnership and the partnership with Central Bayside Community health Services and other service partners. Ensure that annual reviews and staff development plans are completed for all staff in accordance with the award, Council procedures and the defined objectives of the Services. Assist the Team Leader, Aged and Disability Services in managing the Industrial Relations issues relating to areas of responsibility. This will involve the implementation of existing and subsequent Enterprise Bargaining Agreements. Ensure that services offered and provided are of a professional standard in line with service standards and performance measures and meet Annual Business and Service Plans. Undertake regular benchmarking activities to ensure the service maintains or exceeds industry best standards. Develop and implement an effective community communication and TRIM Ref 11/74488 2 OF 6
engagement systems where appropriate. Oversee OH&S practice, with a particular emphasis on reduction of work related injuries. This will involve the development of an effective and holistic OH&S plan that is inclusive of staff and clients in the areas of designated responsibility. Position - Delegation, Authority and Judgement Financial Accountability Position Delegation(s) NIL Accountability and Extent of Authority Judgement and Decision Making Manage casual staffing within budgetary constraints. The incumbent is responsible for providing information and technical advice to Aged and Disability Services staff. The incumbent is accountable for the effectiveness of day-to-day operational requirements and modifying work practices and procedures where necessary. The freedom to act is not limited simply by standards and procedures but is governed by clear objectives and/or budgets, in consultation with the Team Leader and a regular reporting system to ensure adherence to plans. Using procedures, guidelines, professional knowledge and experience, the incumbent will be required to solve a range of operational problems. Judgment is exercised within the framework of legislation relevant to Local Government, Council policies, guidelines, procedures and standards that are reflected in customer service agreements. The position requires the ability to use initiative and creativity in solving complex problems related to service provision. On occasions, the decisions will require creativity and originality and the incumbent is expected to exercise discretion in relation to allocation of staff and resourcing customer queries. Decisions and actions taken by the incumbent may affect the quality of service provided to the community. subject to appeal or review by the Team Leader. Significant decisions are always Person Essential Specifications and Technical Skills (Key Selection Criteria) NOTE: Bullet points that are in BOLD are the key selection criteria Specialist Skills/ Extensive previous experience managing a human services team in a Knowledge complex environment Strong operational knowledge of Aged and Disability Service provision Staff management skills of a Human Services delivery team Experience dealing with external agencies and the community to identify opportunities to improve Home Care services Management Skills Plan and implement ones own work and that of the teams to achieve set TRIM Ref 11/74488 3 OF 6
Interpersonal Skills Qualifications/ Experience Pre Employment Check objectives in the most efficient way possible Ability to research and develop systems to collect data relating to Home Care services to assist the teams in providing high quality service to the community equal to or above industry standards Ability to identify development and information sharing needs within the team to assist in determining of strategic work requirements Negotiation skills to deal with staff resourcing issues to provide the most suitable outcome Ability to resolve conflict situations between staff and staff/clients. Effective oral and written communication skills Networking and consulting skills Tertiary (Degree) qualification in Health, Social Sciences or Management disciplines. Current Victorian Drivers License Strong financial and staff management background Undertake a Police check Shared Organisational Values and Behaviours The City of Kingston has six organisational values which guide behaviours and decision-making. It is through this framework, that high quality services are delivered to employees and the community. Employees have an important role to play in leading the way and will uphold Kingston s ethics and values, including the Code of Conduct. Kingston s Values: Future Orientated Accountable Expert Celebrate Community Centric Dynamic Safe Workplace The responsibilities of this position are completed in line with Actions organisational Occupational Health and Safety (OH&S) policies and procedures. The incumbent will display and promote safe actions in the workplace at all times. Policies and The responsibilities of this position are completed in line with all council Procedures policies related to the position. Legislative Framework The responsibilities of this position are completed in line with the relevant legislative framework of the position s department. TRIM Ref 11/74488 4 OF 6
TRIM Ref 11/74488 5 OF 6
Position - Inherent Physical Requirements Enter summary of the physical requirements of the position. Eg Outdoor worker predominately working in the reserves, works with plants, soil and is exposed to environmental conditions Physical Demands of the Task and % of time allocated NEVER 0% OCCASIONAL 1-30% FREQUENT 31%-60% CONSTANT 61%-100% Sitting Driving Standing Walking Steps / Stairs Squatting Kneeling Looking Up Looking Down Bending Spine Forwards Bending Spine Backwards Working with hands above shoulder height Reaching forwards or sideways Gripping or Grabbing Fine Hand Coordination Lifting from Floor to Waist Lifting at waist height Lifting from waist to overhead Carrying equipment e.g., tools, plants etc Pushing Pulling Exerting force with one hand or one side of the body e.g. digging Holding, Supporting or Straining Other (please state) Adaptive Device(s) Available Description of their use Ergonomic assessment of office workstation Minimise effects of long periods of sitting (For office based positions) Ergonomic Chair (For office based positions) Minimise effects of long periods of sitting TRIM Ref 11/74488 6 OF 6