Position Description Section 1: Position Details

Position Title: Team Leader - Aged Programs Classification CVIC4 Date: 02/11/12

Position Reports To: Program Manager Stream/Team: Carer and Community Services

Primary Function The Team Leader will provide day-to-day operational and HR management of the service delivery team. Including an Administration Team.

The Team Leader has responsibility for planning and overseeing the daily operations of the service and for monitoring, and reporting to the Program Manager, variances to the budget.

The Team Leader supports the Program Manager to ensure that service provided to family carers is responsive and of high quality, exceed contractual obligations and that strategic and business plan initiatives relating to the team are implemented on the ground.

Key Relationships

• Team members

• Other Team Leaders

• Program Managers

• QA Coordinator

• Family Carers

• Service Providers

• Other stakeholders

Section 2: Selection Criteria

Experience & Qualifications OHS Travel & Checks

Key Skills and Qualifications required to meet position objectives

• Relevant degree in social science, health, community development, education or in a related discipline.

• Advanced understanding of the Aged Care community and residential services.

• Advanced verbal and written communication skills and negotiation skills.

• Relevant skills in clinical and operational supervision of staff

• Skills at developing high performance and resilient teams

• Creative problem solving.

• Ability to work productively and positively in a diverse service delivery system.

• Excellent client intake and assessment skills, including risk assessment and management.

• Demonstrated casework skills including assessment, support and referral.

• Understanding of carers’ roles and needs, and a commitment to their rights.

Drivers Licence Required: Yes No

Current National Police Records Check Yes No

Current Working with Children Check Yes No

Travel Requirements:

None Occasional Regular Frequent Overnight

N/A Local State-wide Interstate Weekend

OHS:

X Office duties: Computer, keyboarding, mouse and phone use; light lifting and bending e.g. files, folders, room set up

Moving office equipment e.g. Computers, boxes, deliveries

Other __________________________

Work Experience required to meet position objectives

• Demonstrated experience in a team leadership role within the Aged Care community services sector is preferred

• Demonstrated experience in supervised client based practice

• Demonstrated experience in the use and data management of a client data base

• Sound understanding of budget management, quality assurance and continuous improvement

Section 3: Decision Making Authority

Decision Making Authority • Allocation of staff hours within budget

• Daily brokerage expenditure within guidelines and budget

• Approval of staff leave and timesheets

• Other expenditure as per Delegated Authority Policy

Section 4: Position Accountabilities

Area of Accountability Key Activities Outputs

Team leadership • Provide day-to-day supervision and support to staff

• Prepare rosters based on expected workloads

• Support staff to complete leave requests and timesheets

• Approve leave requests and timesheets according to payroll deadlines and policy

In collaboration with the Program Manager:

• Develop and review position descriptions for team roles

• Timely recruitment of staff to meet the requirements of team vacancies, oversee orientation and training of these staff

• Complete and monitor annual performance appraisals for staff

• Monitor professional development of work plans for staff – and manage performance as necessary

• Lead development of staff knowledge on sector, program, funding contract, eligibility, systems and processes, at induction and in an ongoing way

• Staff have access to support and attend regular planned supervision

• Timesheets completed and approved by required payroll deadlines

• All staff have up to date position descriptions that reflect the expectations of their role

• Successful recruitment for roles when they are required with quality candidates

• Completion of quality Performance Appraisals annually in required timelines following Carers Victoria best practice and policies

• Learning and Development plans for all staff agreed and documented for all staff

• Performance management of staff when required following Carers Victoria best practice and policies

Delivery of funded contracts • Ensure that requirements of funders service delivery contracts and guidelines are understood and communicated to team

• Monitor service delivery and respond to issues as they emerge bringing significant issues to the attention of the Program Manager

• In collaboration with the Program Manager, identify and monitor service delivery KPIs and respond appropriately

• Service delivery meets or exceeds targets established by funders and Carers Victoria

• Recognition of service delivery performance as evidenced by the rollover of existing contracts, positive feedback from funders on quality of submitted reports and invitations from other Service Providers to join consortiums

• Improved efficiency and effectiveness as evidenced by lower unit costs, meeting KPIs and annual budgets, reduced risks, improvements in customer service and effectiveness of Carers Victoria services for family carers

Budget monitoring In collaboration with the Program Manager:

• Participate in development of the annual and monthly budgets based on funding and demand forecasts – operational and brokerage

• Regularly monitor operational and brokerage against the budget and variances are reported promptly to the Program Manager with plans to respond to variances.

• Services are delivered within planned budget and exceptions identified, explained and managed

Overseeing service provider contract delivery

• Ensure services are purchased and delivered within the requirements of service delivery contracts

• Support the Program Manager to identify, investigate and respond to breaches of contracts and/or carer complaints about contracted service providers.

• 100% compliance with service provider contracts unless agreed (with funders) exceptions

• Documented responses to service provider contract exceptions

Quality Assurance Lead the team in best clinical practice

Support the Quality Coordinator and Program Manager to:

• Develop and review procedures to ensure quality service delivery

• Ensure service delivery meet the quality standards required by funders and Carers Victoria

• Ensure processes are in place to prepare for and respond to quality assessment activities and assessments by funders and the organisation

• All policies and procedures are up to date

• Quality service delivery

• Successful outcomes of quality assessment activities

Data collection and reporting • Ensure that client and service delivery data is input to client management system consistently as per organisational guidelines

• Assist the Program Manager to prepare and submit reports required by Carers Victoria and funders on time as required

• All data is available to enable reports to be submitted to funders, organisation and others accurately and on time

Support to Program Manager

• Support the Program Manager to identify strategies for implementing relevant organisational strategic and business plan projects, as well as stream and team work plans.

• Provide progress reports on business plan projects and report exceptions in work plan implementation to Program Manager

• Act up in Program Manager role when required

• Strategic and business plan projects are delivered

• Regular reporting provided to Program Manager

External Relationships & Representations

Represent program and organisation at external stake holder meetings and consultations

• Good working relationships with key stakeholders

Business Innovation & Service Development

Support the Program Manager to:

• Identify Service gaps through monitoring of service request, demand and delivery

• Identify opportunities to improve customer service for family carers

• Undertake program and service reviews and lead the identification, evaluation, prioritisation, implementation of continuous improvement initiatives

• Implement service development projects once agreed.

• Develop and document program knowledge that can be used in other products (e.g. system navigation information)

Encourage team members to put forward ideas for innovative projects to respond to unmet needs

Participate in organisation wide projects and policy development where appropriate

• Identified gaps in service are recognised and potential solutions placed on the business innovation register for action

• Service delivery area is well represented in organisation wide projects

Core Competency Description

Job knowledge Demonstrates the knowledge and skill necessary to perform effectively; understands the expectations of the job; stays current with new developments in area of responsibility; applies knowledge effectively given circumstances of varying situations

Customer/Carer focus Is dedicated to identifying and meeting Customer /Carer needs; responds to customer/Carer needs with a sense of urgency; listens to and understands the needs of the service recipient and responds accordingly; presents a supportive, helpful manner with customers; contributes to team/organization tasks or projects to get results for customers/carers

Teamwork and collaboration Considers others viewpoints, puts team first and demonstrates respect for all individuals; participates in team meetings, projects and activities; contributes to a friendly, supportive work environment by developing effective working relationships; uses collaboration in problem-solving as appropriate; shares information, knowledge and resources and helps others.

Communication Is able to communicate effectively in written and verbal form; uses active listening skills internally and externally; can have open discussions; resolves conflict effectively

Effectiveness/results Establishes priorities and acts accordingly; identifies alternatives & makes sound judgments; proactively identifies problems and develops solutions; avoids duplication, works efficiently and effectively; maintains a clear focus on outcomes and measurable results rather than activity or process ; is well organized and seeks to improve the efficiency and effectiveness of the work unit; has effective time management skills