Information Kit For The Position of · 2020-05-29 · UPPER LACHLAN SHIRE COUNCIL INFORMATION...

UPPER LACHLAN SHIRE COUNCIL INFORMATION PACKAGE FOR THE POSITON OF: CUSTOMER SERVICE OFFICER – TARALGA

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UPPER LACHLAN SHIRE COUNCIL

Information Kit For The Position of

Customer Service Officer – Taralga


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CONTENTS

1. Employment Application Procedures Part 1

2. Employment Application Form Part 2

3. Position Description Part 3

4. General Employment Information Part 4


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EMPLOYMENT APPLICATION PROCEDURES

Part 1


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UPPER LACHLAN SHIRE COUNCIL EMPLOYMENT APPLICATION PROCEDURES

Dear Applicant, Thank you for your interest in the Customer Service Officer – Taralga position with Council that was recently advertised. In order to assist in processing the applications, a basic application form has been developed, (which all applicants are required to complete). This form does not have to be handwritten; an electronic equivalent following the same format will be accepted. In completing the application form, applicants are requested to follow the instructions as below. Part A. Personal Details Please complete all the details and provide a telephone number so that Council may contact you during working hours, should you be successful in gaining an interview.

Part B. Qualifications and Experience Essential Criteria

Please complete this section. You are required to demonstrate how you meet each essential criteria as outlined in the position description on page 15. If the essential criteria can be demonstrated by providing written documentation such as tertiary qualifications or current position description, you should attach copies to the application. Where essential criteria cannot be demonstrated by written evidence, you are required to explain how you meet the criteria.

Part C. Qualifications and Experience Desirable Criteria In this section you are required to explain how your experience, knowledge, skills or qualification meet the desirable criteria on page 15. In this case, supporting documents, i.e. certificates, job description etc. may also be supplied if necessary. If the position description does not specify desirable criteria, then leave this section blank. If there is not sufficient room on the application form to complete Parts B and C, please attach additional pages. However Parts B and C must be completed on the application form. Merely writing “please see the attached resume” or similar will not be sufficient, failure to address the essential and desirable criteria will result in the application not being considered. Part D. EDUCATION Please complete all details and provide copies only of results achieved. Do not send originals. Part E. REFEREES Please provide current details, including correct telephone numbers and names of people (referees) who may be contacted in regard to your education, work performance and employment history (if any).


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Part F. TRAINING / PROFESSIONAL DEVELOPMENT Please provide details, supported where appropriate with copies of certificates, of training and professional development courses completed.

Applicants are encouraged to submit their resume with the application. Do not attach any original documents, as they will not be returned. Part G. INTERVIEWS Interviews will held in the near future at the Upper Lachlan Council Chambers, Crookwell and applicants successful in obtaining an interview will be contacted by telephone. Applicants unsuccessful in obtaining an interview will be advised in writing after an appointment has been made. Unsuccessful applicants are encouraged to seek constructive comment and feedback on why their application was unsuccessful. EQUAL EMPLOYMENT OPPORTUNITY Upper Lachlan Council is an Equal Employment Opportunity (EEO) employer and promotes a smoke free work environment. FURTHER INFORMATION An information package, application form and further information are available by contacting myself on the details below. Applications for the position close 4pm Friday 12 June 2020.

Yours faithfully

Kevin Nopare Kara Kevin Kara Human Resource Coordinator [email protected]

mailto:[email protected]


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EMPLOYMENT APPLICATION FORM

Part 2


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UPPER LACHLAN SHIRE COUNCIL EMPLOYMENT APPLICATION

FOR THE POSITION OF CUSTOMER SERVICE OFFICER – TARALGA

PART A – PERSONAL DETAILS

Mr./Mrs./Miss/Ms

Surname: ……………………………………….…

Given Names: ……………………………………

Address: …………………………………………………………………………………

…………………………………………………………………………………

Telephone: Work: …………………… Home: ……………………

Facsimile: Work: …………………… Home: ……………………

E-mail Address: …………………………………………………………………

Drivers Licence Class: ……………………

Envelope to be addressed to; General Manager

Upper Lachlan Shire Council

PO Box 42

GUNNING NSW 2581


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And endorsed: Application CUSTOMER SERVICE OFFICER – TARALGA

PART B – Qualifications and Experience ESSENTIAL CRITERIA

Please demonstrate how your experience, skills, knowledge and qualifications meet each of the Qualifications and Experience (Selection Criteria) as stated in the position description on page 16. You may support your application by attaching a Personal Resume that will expand upon this information.

PART C – Qualifications and Experience DESIRABLE CRITERIA

Please explain how your experience, skills, knowledge and qualifications meet each of the desirable criteria as stated in the Qualifications and Experience (Selection Criteria) in position description on page 16.

PART D – EDUCATION

School/TAFE/University Standard /Course Yr Completed

PART E - REFEREES

Referee Address Telephone


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PART F – TRAINING / PROFESSINAL DEVELOPMENT COURSES

Course Provider Yr. Completed


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POSITION DESCRIPTION

FOR

Customer Service Officer – Taralga

Part 3


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Upper Lachlan Shire Council Position Description PD ADF 47c Position: Customer Service Officer Division: Finance & Administration Reports To: Taralga Administration Coordinator Incumbent: VACANT Salary Range: Grade: 4 Step: Minimum

CONDITIONS In accordance with Local Government State Award as amended from time to time, Industrial Agreements and Council’s Policies, Practices and Procedures as amended from time to time.

Hours: 31 hrs per fortnight Travel: As required Hours: 4-day fortnight (8.00 am to 4.30 pm) Week 1 Monday & Tuesday Week 2 Monday & Tuesday

POSITION OBJECTIVES

To provide effective customer service and cashiering on behalf of Council and Australia Post.

To assist in undertaking all Post Office Services efficiently and effectively and maintain confidentiality at all times.

To ensure work is completed on time and accurately.

To protect and promote the image of Council as both efficient and courteous.

To maintain a spirit of co-operation and goodwill to all individuals and organisations within the community.

To strive to achieve maximum benefit from all resources.


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KEY TASKS Administrative

Receive monies on behalf of Council, Australia Post and community organisations as required.

To balance the monies on a daily basis.

Follow processes and procedures in respect of records, premises and cash security.

To have a sound knowledge of all security requirements and procedures/practices relating to the loss/theft of funds.

Operate council’s telephone system, recording and delivery of telephone messages for staff.

Scheduling and organisation of office equipment maintenance as required.

Observe record and electronically process weather statistics on a daily basis.

Maintain an effective filing system.

To work effectively as part of a Local Government organisation.

To carry out any other duties as may be directed by management.

Maintain confidentiality in matters relating to Council.

Customer Service

To provide quality customer service for people, both visiting Council and enquiring by telephone, seeking advice or assistance.

Dealing with and resolving complaints and enquiries on non-technical and non-policy matters.

To accept bookings and payments for Council’s property such as Old Court House, playing fields, training room and community transport.

To use general knowledge of the Upper Lachlan Shire Council Local Government area and the activities carried out by Council's workforce.

Records Management

Check mail daily before being registered.

Peruse emails daily and forward on to the responsible Officers.

Follow all procedures relating to the Electronic Document Management and Records System.

Public Relations

Organise / co-ordinate Council functions and events ensuring correct protocol and necessary arrangements.


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Co-ordinate and provide public relations support as required.

Post Office Duties

Operate and be familiar with all banking, Council and Australia Post procedures.

Effectively operate and maintain Australia Post EPOS system and council computer system.

Process incoming and outgoing mail for contractors, customers and staff.

Collate all incoming mail and distribute to correct locations

Have a sound knowledge of regional geographical locations, postcodes and sorting procedures.

Be able to demonstrate high work standards and goal achievement.

Be compliant and knowledgeable to the constant variations on Australia Post procedures and policies.

Demonstrate a commitment to quality customer service.

Ensure PO Boxes are maintained and operated as per Australia Post/Council procedures.

Assist in the coordination of the administrative processes of Council and Australia Post.

Have a thorough knowledge of all procedures/practices relating to bill payments, money orders, CODs, registered post, ID checks and international post.

Accurately record and distribute Unaddressed Deliveries to mail contractors and PO Boxes.

Accurately process mail redirections.

Miscellaneous

To be mindful at all times of Council's defined Policies and Procedures especially those relating to Work Health & Safety.

Attend relevant training in the accumulation of skills and knowledge to assist in performing tasks to a very high quality.

Provide support to the Taralga Administration Officer in Charge.

Ensure compliance with office security procedures, as directed.

Maintain confidentiality of matters relating to Council

To carry out all duties within the concept of teamwork.

To carry out any other duties as may be directed from time to time by the Director of Finance & Administration.


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POSITION PARAMETERS: Authority and Accountability

To be responsible for the completion of work, requiring the application of both cashiering and clerical skills.

To be responsible for carrying out regularly recurring tasks with general guidance on a daily basis.

To be responsible for own works and surrounding work area.

To undertake work area planning with reference to supervisor(s) as required.

Relieving in the Taralga Administration Coordinators role as required.

Judgement and Problem Solving

To decide appropriate action on routine matters and respond accordingly.

To be able to solve problems by applying standard or established procedures/ following practices (with reference to supervisors as required).

To use judgement effectively in determining most successful way to carry out tasks.

To use judgement effectively in prioritising works.

To be able to participate effectively in workplace change processes.

To be able to process and respond to information to make possible successful communication flow.

To follow workplace procedures for hazard identification and risk control.

Specialist Knowledge and Skills

To have a competent typing speed of not less than 30 wpm.

To have knowledge of and/or experience in receipting via a computerised system.

Require relevant knowledge of other departments of Council activities.

To be able to deal with a difficult customer.

To have experience in cash handling.

To have the skill to operate office equipment such as a photocopier, facsimile and personal computer (and other office equipment).

To have clerical skills that will enable reconciliation of data/ records.

To have knowledge of and or experience in Australia Post procedures and EPOS system.


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Management Skills

To assist and carry out in-house (on the job) training where required.

Interpersonal Skills

To communicate and co-ordinate work flow effectively with other customer service staff.

To understand job requirements and be able to complete “routine” forms.

To exchange information with other employees/members of the public effectively at a routine level.

To be able to maintain good inter-staff relationships, and work effectively with others in the organisation (including as part of a small work group team).

To report to supervisors on workload progress, and difficulties or problems.

To liaise with the public in a courteous manner to achieve satisfactory solutions to enquiries/ problems at a routine level (with reference to supervisors/other staff as required) and to promote Council's image.

To have knowledge of the local area and community.

Qualifications and Experience/Selection Criteria Essential

High level of communication skills.

High level of computer skills with experience with Microsoft Word, Excel and Outlook.

A minimum education of Year 10 or equivalent.

Excellent customer service/relations skills and prior administration office work experience.

To have had relevant work experience in cash handling.

Knowledge of or experience in Australia Post Office functions.

Driver’s Licence Class C.

Desirable

Previous experience in Local Government.

Knowledge of Australia Post Electronic Post Office (EPOS) procedures.

Sound knowledge of WH&S.

Working knowledge of office processes and procedures.


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PHYSICAL FACTORS

Summary of all Physical Requirements of the Job

Constant sitting

Constant static bending of the hips/spine

Constant reaching forward

Constant gripping and fine motor

Occasional lifting of up to 15kg

Occasional walking around the office

Eye sight must be appropriate for computer use and reading, however 20:20 vision is not required and the wearing of glasses is appropriate.

Inherent Physical Requirements of the Job

Ability to sit for long periods.

Sufficient eyesight

Cognitive Requirements of the Job

Forward planning.

Analytical skills.

Problem solving.

Numerical skills.

Accuracy and attention to detail.

Ability to work independently.

Stress management skills.

Communication skills: verbal, written.

Organisation skills.

Occasional management of aggressive behaviour.


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WORK HEALTH & SAFETY OBLIGATIONS

To assist Council supervisors and Director in identifying hazards at the workplace

To participate in the assessment of the risks associated with the identified hazards

Be aware of and follow the Council’s adopted risk management procedures when undertaking tasks and projects

Follow the reasonable directions of supervisors and Director

Not to interfere with or misuse any device or equipment that has been provided as part of a risk control measure

Report as soon as practical and without delay to supervisors any matter that relates to hazard identification or risk assessment that effects the Council’s capacity to ensure a safe and healthy workplace

Report as soon as practical and without undue delay any adopted matter that indicates that the risk management procedures are inadequate to control a risk

Report as soon as practical and without undue delay to supervisors any incidents or near misses that relate to work health and safety

In the event of a non-disturbance accident not to disturb or interfere with the accident scene other than to; rescue a person from the scene of the incident; or, take such steps as are necessary to prevent further harm to employees; or, render the scene of the accident safe for the purpose of inspection and if required WorkCover investigation

If requested respond and render assistance to any person who is working at a Council workplace who is suffering injury or illness

Council recognises the important contribution that employees make to ensure a safe and healthy workplace. Individual employees are required to:

Cooperate with Council as far as necessary to assist Council to comply with the statutory obligations under the WH&S Act 2011 and the WH&S Regulations

Report immediately any unsafe work practices to their supervisors

Report immediately any unsafe workplace condition that could place employees and other persons at risk

At all times follow the adopted risk management procedures


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ORGANISATION ENVIRONMENT – FINANCE & ADMINISTRATION The Division within Council’s operations is responsible for providing effective administrative support through contemporary procedures, policies & practices and to promote continuous improvement and achieve customer satisfaction. The position of Customer Service Officer is primarily engaged in the administrative support to Council includes undertaking Cashier/ Customer Services for the Council. The employee must be able to work in a team environment, and as Council has limited resources, from time to time it will be necessary for the employee to carry out duties which are not the usual duties undertaken by an Administrative Officer. This will include duties as are within the limits of the employees’ skill, competence and training. The employee shall be mindful of the need to be positive and courteous to the public at all times. TRAINING To comply with essential training requirements as may be provided for within Council’s Training Plan, attend seminars/ courses deemed necessary by Council to enhance/ maintain knowledge of contemporary practices, become conversant with Council policy matters. A training plan will be developed and reviewed each year with the performance/ competency assessment for the position holder. ANNUAL REVIEW Each position holder shall be reviewed annually, to assess performance, training needs and to identify significant changes (if any) in the position description.


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SALARY PROGRESSION CRITERIA – POSITION: CUSTOMER SERVICE OFFICER

The Minimum entry level for Position:

The position holder will be required to possess essential skills that are necessary to undertake the basic requirements of the position.

The assessment of these skills will be on the basis of the application submitted in respect of the position and the known experience and qualifications of the applicant. Such information will be assessed against the defined tasks and parameters for the position.

STEP 1

Skills will be required to undertake all essential requirements of the position and the acquisition/application of local and Council specific knowledge and operating procedures. The emphasis at this level will be placed on the demonstrated application of the skills and knowledge required of the position in terms of the specific work environment, policies/procedures/practices, etc.

Assessment of these skills will be based on the experience/qualifications of the position holder and their ability to apply skills defined in the position parameters.

The employee will be assessed against the following criteria:

Maintains effective work practices

Contributes to the team environment

Quality and quantity of work regularly meets requirements

Demonstrated ability to assist and train staff in tasks requiring administrative skills /processes.

Demonstrated knowledge of Internal Controls associated with receipting and banking of money.

To be aware of the basic services provided by council.

To be able to identify which council department provides each of these services

To be able to identify five (5) other functions of council

To be able to locate a copy of Council’s policies and procedures on demand and produce a copy if requested

To follow all of council’s policies and procedures, as directed.

STEP 2

Will require the achievement of Step 1 and competency assessment in all of the following core level competencies:

Accept responsibility for and manage own tasks and those of section.

Work positively with others in the organisation.

Adopt and utilise safe working practices.

Ensure that all external customers are treated with courtesy and respect


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Meet external customer’s expectations, provide excellent customer service and supply accurate and timely information

Immediately bring to the attention of your supervisor any conflicts within own section

Maintain confidentiality in all matters relating council and Australia Post and follow processes and procedures in respect of records, premises and cash security

Demonstrated support for section 355 Committees.

Demonstrated knowledge and application of the Privacy Legislation.

A sound understanding of other Divisions operations.

STEP 3

Requires the achievement of all skills of Step 2 and competency assessment in all of the following functional competencies

Administration and control of CRM/EDMS processes at Taralga CSC. Application of Local Government Privacy and FOI Legislation requirements.

Implementation of innovative and improved processes for the benefit of the Organisation.

Solutions to problems are resolved with limited assistance and without negative impact on the organisation.

Demonstrated knowledge of council’s Work Health and Safety Policy.

Explain the OH & S policy to new employees and report any unsafe practices to your supervisor

To be familiar with the roles and responsibilities of your supervisor and be willing to act as Administration Officer In Charge as required

STEP 4

Following achievement of skills in Step 3 the position holder will be able to be assessed on the following organisational competencies: -

Meets the requirements of the position description;

Maintains effective work practices;

Contributes effectively to the team environment;

Shows leadership when applying Council policies, practices and procedures in the work place;

Quality and quantity of work regularly meets requirements

Determines whether work is within the scope of responsibilities/duties.

Promotes Council's image.

Seeks to improve and learn more for further advancement.

Assessment for this Step will be undertaken by the Director of Finance and Administration and will be based on the consistent achievement of all tasks in the position description (at the


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applicable band/level). For this step not to be granted the Director must be able to show in what areas the requirements have not been consistently met.

Maximum Step for the Position To achieve this level the position holder must consistently show that they apply skills, competencies or expertise additional to that required for the position i.e. the employee provides superior knowledge and skill to the position. This step will be achieved by the attainment of agreed training/qualifications, efficiency and productivity achieved, innovative project and continuous work improvement over an extended period of time. This step will be subject of determination by the respective Director and will be subject of definition on the achievement of Step 4 by the position holder.

CERTIFICATION AND ACKNOWLEDGEMENT OF CONTENT ABOVE

(This is both a certification and acknowledgment of the position as described by the position holder and the position holders’ supervisor.)

____________________ ____________________ (Signature of Supervisor) (Signature of Position Holder)

Date:……………………….. Date:……………………..


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GENERAL EMPLOYMENT INFORMATION

Part 4


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INDEX

1. PRE-EMPLOYMENT MEDICAL EXAMINATION

2. HOURS OF WORK

3. PAY ARRANGEMENTS

4. UNION MEMBERSHIP

5. PICNIC DAY

6. LEAVE PROVISIONS

7. INTERVIEW EXPENSES

8. REMOVALIST EXPENSES

9. TELEPHONE

10. VEHICLE LEASEBACK

11. SUPPERANNUATION

12. SOCIAL CLUB

13. WORKING ENVIRONMENT

14. COUNCIL STRUCTURE

15. MANAGEMENT STRUCTURE


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1. PRE-EMPLOYMENT MEDICAL EXAMINATION As part of Council’s employment policy, all new employees are required to satisfactorily complete a medical examination undertaken by a practicing medical officer of the employee’s choice and at Councils expense. The results of the medical examination shall be kept confidential. The purpose of the medical examination is not to determine the success or otherwise of the applicants employment, and is in the interest of the prevention of industrial injury and to identify any existing injury or incapacity. 2. HOURS OF WORK The majority of Council’s salaried staff is employed on a 9-day fortnight of 70 hours per pay period. Council’s wages staff works a 9-day fortnight of 76 hours per pay period. 3. PAY ARRANGEMENTS. Employees are paid on a fortnightly basis with the pay being deposited directly into an account nominated by the employee. 4. UNION MEMBERSHIP Membership of a relevant union or professional association is optional. Membership subscriptions for professional associations can be deducted from the employee’s salary. 5. PICNIC DAY A picnic day is generally held in November each year. It is an Award provision and a paid day for employees who are financial member of a union. Attendance at the picnic is encouraged and usually consists of some form of organised sporting activity for which a small charge is normally levied to pay for food and activities. 6. LEAVE PROVISIONS All leave provisions are in accordance with the current Local Government (State) Award and all relevant federal legislation. Leave provisions include Sick Leave, Carer’s Leave, Annual Leave, Long Service Leave, Parental Leave (General), Requests for Flexible Working Arrangements, Paid Parental Leave, Concurrent Parental Leave, Adoption Leave, Other Paid Leave, Bereavement Leave and Leave Without Pay 7. INTERVIEW EXPENSES Council will pay reasonable travelling and out of pocket expenses to applicants attending an interview for the position. Should an applicant be offered the position and the applicant declines it, the applicant will not be paid travelling or out of pocket expenses. 8. REMOVALIST EXPENSES Council does not normally pay removalist expenses unless they are negotiated with the applicant or are an Award condition. 9. TELEPHONE Should Council require the position holder to be contactable for out of hour’s emergencies and Council business, Council will provide a mobile phone under the current Council usage plan. In such


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cases Council may require the afterhours contact number to be listed in Council’s section of the telephone directory.


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10. VEHICLE LEASE BACK Council has a lease back policy for private use of vehicles outside normal working hours for nominated positions. Lease back of the vehicle is by concurrence of the respective Division Director. 11. SUPERANNUATION Superannuation is available to employees through their current or any approved fund of the employee’s choice. Council also pays occupational superannuation on the employee’s behalf. 12. SOCIAL CLUB A Social Club is available for employees. A small fortnightly contribution via the payroll is made which generally covers the cost of a Christmas function or similar function for employees and their partners. 13. WORKING ENVIRONMENT Council promotes a smoke free working environment for the general health of employees, and is an Equal Employment Opportunity (EEO) employer. 14. COUNCIL STRUCTURE Council is comprised of 9 elected Councillors and Ordinary Council meetings are held on the 3rd Thursday of the month, commencing at 9.00am. The General Manager, Directors and some specialist staff are required to attend Council meetings 15. MANAGEMENT STRUCTURE Council’s management structure consists of the General Manager and a Director responsible for each of the three divisions. The management structure and key staff are as below. Executive General Manager Infrastructure Department Director of Infrastructure Manager of Infrastructure Delivery Manager of Assets & Design Finance & Administration Department Director of Finance & Administration Services Manager of Finance & Administration Manager of Library Services Manager of Tourism Human Resource Coordinator Environment & Planning Department Director of Environment and Planning Manager of Environment and Planning Manager of Regulatory Compliance & Biosecurity Services

Information Kit For The Position of · 2020-05-29 · UPPER LACHLAN SHIRE COUNCIL INFORMATION...

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