WITH COMPLIMENTS

INFORMATION KIT:

PV: 044/17

MANAGER LIBRARY & CUSTOMER SERVICES

Please read this information carefully, as it will help you with the preparation of your ap plication.

Your information kit contains the following:

1. General Conditions of Employment 2. Position Description

3. CCRC Application For Employment Form

You are required to: 1. Complete the CCRC Application for Employment For m

Submit a 2 page suitability statement based on the information contained in the PD 2. Attach your resume or any other supporting docum entation

Enquiries:

Peter Crosby – Manager HR Projects Telephone: 07 4030 2253

Facsimile: 07 4061 4258 Email: peter.crosby@ccrc.qld.gov.au

Address all correspondence to:

The Chief Executive Officer

Cassowary Coast Regional Council P O Box 887

INNISFAIL QLD 4860

Closing Date:

Monday, 3 July 2017 at 4.30pm

General Conditions of Employment

Position:

Manager Library & Customer Services

Contract : The appointment will be a four (4) year performance based contract. Salary:

An attractive salary package circa $120,000.00 inclusive of employer superannuation contribution and motor vehicle entitlement with will be negotiated with the successful applicant.

Payment Of Wages : Currently Council employees are paid every second Wednesday for

the fortnight ending the previous Friday. All payments are made directly into bank accounts nominated by the employee.

Leave:

Five (5) weeks annual leave and fifteen (15) days sick leave apply.

Applications should be addressed to:

The Chief Executive Officer Cassowary Coast Regional Council PO Box 887 INNISFAIL QLD 4860

Closing Date:

Monday, 3 July 2017

Applications may be submitted via any one of these means:

Facsimile : (07) 4061 4258

Email : recruitment@ccrc.qld.gov.au

Post : Cassowary Coast Regional Council P O Box 887 INNISFAIL QLD 4860

In Person : Council Offices at: � 70 Rankin Street, Innisfail � 38-40 Bryant Street, Tully

Applications marked “Confidential – Application for Position” should be received by close of business (4:30pm) on the closing date for the position.

Late applications may not be considered.

Council provides a smoke free work environment. The Cassowary Coast Regional Council is an equal opportunity employer

and all suitably experienced applicants are encouraged to apply.

APPLICATION FOR EMPLOYMENT Cassowary Coast Regional Council

This Application for Employment must be attached to your application.

POSITION APPLIED FOR PV:044/17 - Manager Library & Customer Services

PERSONAL DETAILS:

Title: (Please tick) Mr Mrs Ms Miss

Family Name:

Given Name:

Street Address:

Telephone:

Mobile:

Email (Home):

Postal Address:

EDUCATION DETAILS: This can be left blank if on Resume. (Copies of transcripts will be required).

Education Institution:

Date Completed:

Qualification Achieved:

LICENCES/TICKETS:

This can be left blank if on Resume. (Copies of licences, tickets, or certificates will be required).

Licence / Ticket Type:

Licence / Ticket Number:

Expiry Date:

REFEREE DETAILS: We require a minimum of two EMPLOYER references - personal referees will not be accepted.

Do you have any objection to our obtaining additional

information to that supplied on this form? (Please tick) Yes No

Referee #1 Name:

Referee Contact Number:

Referee Relationship:

Referee #2 Name:

Referee Contact Number:

Referee Relationship:

Referee #3 Name:

Referee Contact Number:

Referee Relationship:

Application for Employment (Continued…)

PLEASE NOTE:

Some positions may require a medical examination prior to appointment to a permanent position. You

will be notified if this is the case for the position you are applying for during the recruitment process.

HOW DID YOU FIND OUT ABOUT THIS VACANCY: (Please tick)

Innisfail Advocate Cassowary Coast Ind.News Aust. Local Gov. Directory

CCRC Website LGAQ Online SEEK Website

A.L.I.A. Adzuna Website Linkedin

Other (Please Specify__________________________________________________________________________________)

THIS SECTION IS OPTIONAL: (Please tick)

Do you identify with any of the

following groups? (Please tick)

ATSI: (Aboriginal / Torres Strait Islander)

ASSI: (Australian South Sea Islander)

NESB: (Non English Speaking Background e.g. - Italian)

Disability

GENERAL:

Are you legally able to work in Australia: (Please tick) Yes No

Are there any factors that will affect your ability to perform the

requirements of this role? (Please tick) Yes No

If YES. Please give details:

VERTIFICATION OF IDENTITY AND ENTITLEMENT TO WORK IN AUSTRALIA:

Please provide a copy of one (1) of

the following documents:

(Please tick)

Australian or New Zealand Passport

Australian Driver’s Licence

Original Birth Certificate

Overseas passport with Visa details “holder(s) permitted to

remain in Australia indefinitely”

Overseas passport with confirmation of a current temporary

work Visa and its expiry date

DECLARATION:

I hereby declare that the information contained in this document is, to the best of my knowledge, true and

correct. I acknowledge that any false information may be sufficient cause for dismissal if I am employed

by Cassowary Coast Regional Council.

Signature:

Date:

The Cassowary Coast Regional Council respects your privacy. Your personal information has been collected for the purpose of processing your

‘Application for Employment’ for a current vacancy and will be forwarded to a representative from the relevant department/area that will assist in

the recruitment process. The collection of your information is authorised under the Local Government Act 2009. Your personal information will not

be disclosed to any other person or agency unless you have given your permission or Council is required to do so by law. You may apply to access this

information on the appropriate form obtainable from Council Website at any time.

Application for Employment (Continued…)

*****OFFICE USE ONLY: Is proof of identity and ability to work in Australia provided and attached: Yes No

Are copies of Transcripts, Licences, Tickets and Certificates attached: Yes No

Has the Selection Criteria been addressed and attached: Yes No

Is a copy of a Resume and any other supporting documents attached: Yes No

Acknowledgement Letter sent: Date: / /

Physically located on PV File: Date: / /

Signed by HR Officer:

POSITION DESCRIPTION

Title Manager Customer Services and Libraries

Department Delivery Services

Section Customer Services and Libraries

Contract Four (4) years

ORGANISATIONAL RELATIONSHIP

Reports to: Director Delivery Services Supervises: Direct Reports: 4 Indirect Reports: 32 Peer Relationships: This position is a member of the Delivery Services Management Team consisting of the Director Delivery Services, Manager Regulatory Services, Manager Asset Maintenance and Manager Customer Services and Libraries. The position will work closely with all Management across the organisation in the development and implementation of the complete customer service methodology and how employees are enrolled in bringing it to life and monitoring and regularly reporting on success factors.

PURPOSE

This role is to provide leadership in the transformation of Council's Customer Service Strategy, including a significant contribution to the development and implementation of a complete customer service methodology. It also:

• Manages all direct customer interactions; • Delivers Library Services in the region; and • Manages and maintains the Council's customer service infrastructure including Customer

Contact Centres, Libraries, Museums and Visitor Information Centres.

ORGANISATIONAL ENVIRONMENT

The organisation is embarking on a program of transformation and renewal to realign the business of Council with the Council’s vision. There is significant community expectation on the Council that services and service delivery is reviewed and provided in a manner that results in best value for ratepayer dollar. The Council has a program of priority projects to transform organisation culture, the efficiency and effectiveness of service delivery and regional growth and development. The CEO will lead this program of transformation with the leadership team and key to this is a transformational change in the way services are provided to the community.

This includes leading the development and implementation of a complete customer service methodology, internal service providers moving to a self-service offering to reduce back office costs, ensuring the consistent use of brand and marketing in customer services, a greater focus on the customer experience and meeting the expectations and needs of the community of the region, encouraging customers to be more self-reliant through Council planning and program implementation and Council expanding its digital footprint and moving its services on line where appropriate.

The transformation is designed to produce quality, consistency and certainty in service provision to the community, resulting in a best value outcome for the provision of services.

DIMENSIONS Number of staff reporting Directly 4

Indirectly 32

Total Payroll of staff $1.8m Operating budget other than payroll $2.6m Value of Assets managed $8.7m Value of projects managed in current financial year TBC

RESPONSIBILITIES

A) POSITION OUTCOMES

• Service delivery has achieved the KPI reduction in cycle times and cost.

• All customer service issues are responded to through a single point of control and management and meet KPI’s for service standard, delivery and cycle times as well as KPI’s for community satisfaction survey.

• KPI’s/performance metrics exist and are regularly reported on, demonstrating the achievement of business strategy.

• A system exists to monitor and manage single points of failure in service delivery.

• Work teams with broad capabilities exist and are scaled up and down in size according to service plans and schedules.

• People management capability exists at team leader level (accompanied by ongoing team capability development) and teams are service based, not functionally based.

• A complete customer service methodology has been developed and implemented and metrics indicate improvements in customers self-servicing (particularly aided by technology), meeting of KPI’s in relation to responsiveness to customer requests and customer satisfaction as well as customers perceptions of value.

• The customer service methodology has influenced internal service providers to move to a self-service offering and back office costs for performance of the same (required) services has reduced as a consequence.

• Brand and marketing is used consistently in the provision of all customer service across Council.

• There is evidence of an integrated system of arrangements for regular interaction with the community, which capture community sentiment and expectations for inclusion into plans, budgets etc. and allow for community involvement in contributing to and achieving growth, including through linking communities and social enterprises to training and business development support.

• Service value chains are customer focussed, have eliminated silos and non-value adding effort across the organisation and partnerships exist with external organisations, which have resulted in a reduction of cost and increase in service provision through sharing of expertise and resources.

• There is evidence of systems thinking and systems approach, including quality documentation of services and processes across the value chain.

• Staff surveys return feedback of a culture where creativity, innovation, flexibility, adaptability and risk taking is encouraged and practiced.

• The Customer and Library Services Section has a constructive culture.

B) KEY RESPONSIBILITIES

• To have overall responsibility for the efficient and effective management of the staff, services and resources of Council's libraries, museums, visitor information centres and customer services.

• Provide strong leadership in the development of quality customer service delivery across Council including the development and management of effective business systems and organisational change strategies.

• Co-ordinate user operation of computer-based customer service applications, liaise with IT Services staff to ensure maintenance of adequate performance and system enhancements and advise on appropriate customer service systems and equipment.

• Develop and implement a complete customer service methodology and culture, undertake internal and external community surveys and report on agreed performance metrics and program milestones to senior management.

• To keep Council informed of new developments in the field of library management, customer services, museum, tourism management and their potential impact on the provision of services provided.

• To co-operate with other libraries, information agencies and organisations in order to maximise the availability of resources and information about these resources.

• Present ‘causal’ reports related to resources, staff, services and activities which will help evaluate performance, provide data for planning, show accountability and enable informed management decisions to be made regarding service transformation.

• To prepare a long range plan stating goals, objectives, priorities, strategies, programs and policies.

• To plan and initiate services and programs which are responsive to the changing needs in the community in accordance with Council’s Corporate Plan, Program Operational Plans and Policies.

• To contribute to Council's overall planning and policy development and ensure that customer service is an integral part of Council's broader strategic planning process.

• Assist the Director Delivery Services in the preparation of a services catalogue, program budget and monitor revenue and expenditure of the program.

• Lead with purpose and by example to coach, mentor and develop staff to actively promote CCRC review outcomes and change practices:

o An accountable, productive, engaged team operating in a constructive culture reflecting organisational values;

o An environment of trust and respect where teams are motivated and energised;

o Solution focussed and empowered staff who accept and promote accountability;

o Constructive behaviour is role modelled and good performance is recognised, non-constructive behaviour is challenged, and poor performance is confronted and managed;

o Staff work confidently and safely whilst carrying out their duties, and benefit from individual and team role clarity and opportunities for further development;

o Staff are empowered to innovate and to act; and

o Staff understand, foster and perpetuate continuous improvement C) EXTENT OF AUTHORITY

The position has a managerial level of authority. It may appoint, discipline, dismiss and develop staff within the Customer and Library Services Section. It may create and execute contractual arrangements on behalf of Council, relevant to the Customer and Library Services section and appropriate to the role.

This level of authority is appropriately reflected in the register of delegations for this position.

D) CONTACTS

PERSONS/DEPTS/ EXTERNAL ORGANISATIONS

PURPOSE FREQUENCY

WHO is the contact WHAT is the nature of the contact – e.g.: advising, negotiating; reporting; directing HOW often

Director Delivery Services

Strategy, leadership, progress, risks, reporting with regard to all position outcomes and responsibilities. Ensure alignment with the cultural, organisational development and transformation agenda and to keep the Director briefed on risks. Discuss performance metrics along with information on the relevance of the metrics to achievement of business strategy.

Weekly

Councillors

To keep Councillors appraised of strategy, leadership concerning customer service, progress, risks, reporting with regard to all position outcomes and responsibilities. Keep Councillors briefed on the customer service cultural transformation agenda and collaborate with Council regarding the important role that they perform in transforming to best value delivery of services to the community. Discuss performance metrics along with information on the relevance of the metrics to achievement of business strategy.

Monthly

Other Managers

Work closely with all Management across the organisation in the development and implementation of the complete customer service methodology and how employees are enrolled in bringing it to life and monitoring and regularly reporting on success factors.

Staff

Unlock people potential. Enrolling staff in the development and implementation of the complete customer service methodology, bringing it to life and monitoring and regularly reporting on success factors.

Daily

Government and government agencies

Reporting, advocating and negotiating support for Council, community and joint venture initiatives and ensuring the quickest possible progression of matters pertinent to Council’s interest through the bureaucracy of Government.

Monthly

Other Local Governments in and outside of the Region

Networking to create opportunities for resource and intelligence sharing and the advancement of any matters relevant to the Cassowary Coast.

Monthly

Business/regional/tourism/ enterprise/state etc. Development organisations/agencies

To create opportunities and advance any matters relevant to the growth and prosperity of the Region.

Quarterly

Local and Regional Businesses, the chamber of commerce

To elicit regular communication and understanding of sentiment and expectations about Council services and to create joint ventures and encourage self-service where applicable.

Quarterly

PERSONS/DEPTS/ EXTERNAL ORGANISATIONS PURPOSE FREQUENCY

Educational and Research Institutions

To encourage and attract the involvement of education and research activities to the region and to make it easier and more effective to train and develop trainees, cadets and graduates.

6 monthly/ Annually

Other public libraries State Library of Queensland National Library of Australia Library suppliers Australian Library and Information Association Queensland Public Libraries Association Local community organisations Local schools/ TAFE

To work collaboratively to support the on going development of Council's library service and assist in the strategic planning of the future. To ensure Council's library meets its obligations as per the service level agreement for public library services.

Monthly

PRINCIPAL ACCOUNTABILITIES

• Achieving the outcomes listed in the outcomes section of this Position Description.

REQUIREMENTS OF THE JOB (A) QUALIFICATIONS

Essential:

• Qualifications necessary for Professional Membership of the Australian Library and Information Association and/or Tertiary qualifications in business and/or marketing or similar.

• Current Queensland Class C Drivers Licence

Desirable:

• Sound knowledge of Art Galleries and Museums operations.

(B) SKILLS AND KNOWLEDGE

• Excellent skills and experience in contemporary customer service.

• Excellent skills in process improvement.

• Competent decision making skills.

• Excellent skills in managing processes.

• Excellent skills in staffing and planning.

• Sound skills in tracking budget expenditure.

• High level of analytical skills to analyse data and convert it to information meaningful to different audiences.

• High level of skills in developing standards.

• Excellent skills in emphasising excellence.

• Sound knowledge of help desk operations.

• Excellent abilities to creatively influence, navigate ambiguity and lead change initiatives.

REQUIREMENTS OF THE JOB (Cont.)

(B) SKILLS AND KNOWLEDGE (Cont.)

• Excellent judgement and problem solving skills.

• Sound knowledge of Health & Safety responsibilities.

• Sound Level of negotiation and advocacy skills.

• Excellent written and verbal communication and presentation skills.

• High level ability to deliver outcomes by working across boundaries and to achieve outcomes from multiple projects and/or teams.

• Excellent system thinking and project management skills.

• Excellent skills in building trusted and credible relationships, both internal and external of the department and organisation.

• Demonstrated skill in the application of business acumen and political astuteness.

• Sound level skills in the preparation, interpretation and articulation of financial, statistical and business data and information, contracts and project management.

• Excellent skills in the management of contracts and contractors.

• Highly developed networking skills which lead to innovative and value adding outcomes for the organisation and the community.

• Excellent skills in leading People & Culture of a work area, purposefully building a cohesive responsive team that prides itself on delivering exceptional solutions and projects in a challenging and fast paced environment.

• High level of knowledge and skill regarding contemporary customer service engagement, review of service and delivery for best value outcomes.

• Excellent skill in community consultation and engagement.

• Excellent skills in the application of technology and self service solutions that assist in the delivery of services to the customer and which are intuitive and cost effective.

• High level skills in the management and maintenance of infrastructure required for service delivery including the best value arrangements e.g. In house, managed services, shared services etc.

(C) EXPERIENCE

• A proven record of accomplishment in a leadership role (and/or demonstrated ability to perform in such a role) involving the transformation of service delivery, designed to produce quality, consistency and certainty in service provision to the community, resulting in a best value outcome for the provision of services.

• A sound track record in change management, culture change and operational and/or contributing to organisational and service transformation (or the ability to lead such change).

• Sound experience with developing strategic plans and initiating and managing execution.

(D) WORKFORCE CAPABILITY SUCCESS PROFILE, MANAGEME NT BEHAVIOURAL COMPETENCIES, BEHAVIOURAL INDICATORS AND KNO WLEDGE SET

• See Appendix A – Success Profile (Program Manager). (E) OTHER

• Commitment to the principles and philosophy of customer service.

• Commitment to the principles and philosophy of continuous improvement.

• Exercise responsibility for Workplace Health and Safety, Environment Protection, EEO, Anti-discrimination, Record Keeping and Privacy obligations.

WORK HEALTH AND SAFETY

Abide by Work Health and Safety Obligation and Responsibility below: Department Managers are obligated and responsible to the Chief Executive Officer for the health and safety of all employees, contractors, visitors and other persons at workplaces that are under their control. In fulfilling this obligation Department Managers are to ensure: • They demonstrate leadership and support of the Cassowary Coast Regional Council’s WHS

Management System throughout their areas of responsibility. • Active promotion and facilitation of the WHS Management System throughout their areas of

responsibility. • A safe work environment, safe systems of work, safe plant/ equipment and processes with in their

areas of responsibility. • That personnel training needs are identified and addressed and the personnel under their control are

competent to conduct the tasks required of them. • That all personnel under their control comply with the organisations policies, procedures and applicable

legislation. • The ongoing monitoring of WHS performance indicators with in their areas and facilitate the notification

and investigation of incidents. • The facilitation of the consultation and communication processes within their areas. • The identification and control of hazards and assessing of risks in their relevant areas of control.

RISK MANAGEMENT

The Council has an Enterprise Risk Management program operating throughout the organization and a number of corporate, operational and project risks have been documented. The Position requires you to provide effective risk management including: • Identification of new risks and review of existing risks within Councils risk register; • Development and implementation of treatments for identified risks; and • Nurturing a proactive risk management culture within the organization.

ORGANISATIONAL COMMITMENTS

Corporate 1. Comply with Customer Service Standards. 2. Comply with the requirements of Council's policies and procedures as amended from time to time. 3. Comply with recordkeeping responsibilities as outlined in Council’s Recordkeeping Policy.

POSITION DESCRIPTION AUTHORISATION AND ACCEPTANCE This position description is subject to change from time to time as Cassowary Coast Regional Council’s organisation may be developed or restructured. Any such reorganisation of duties shall be the subject of discussion with the position incumbent. We agree that this document has been jointly compiled (and agreed to and that the attached list of specific duties are current) as at date of signing. Supervisor ___________________________________________ Date: __________________ Incumbent : ___________________________________________ Date: __________________ Recommended By: Chief Executive Officer Date: __________________