Position Description Coordinator – Administration & Business Processes

HR – DOC – Position Description Page 1 Coordinator – Administration and Business Processes

Location/s Support Services (Eight Mile Plains)

Reporting to Head of Contracts and Program Performance

Direct Reports Nil

Level Level D - Relationships Australia (Qld) Enterprise Agreement 2014

Date Updated July 2016

About the Role The primary purpose of the position is to provide expert training and support in the area of administration processes to all First Point of Contact and Administration employees of Relationships Australia Queensland (RAQ), to assist in the development of streamlined administration processes that are efficient, effective and coordinated across the State. The primary objective of this position is to monitor, evaluate and report on workflow processes to improve administration service delivery, ensuring client experiences are seamless, held to a high standard, and encourages a client’s on-going engagement with the service.

The position will support the implementation and monitoring of progress towards achieving organisational strategy through the implementation of organisational improvement initiatives and by identifying and managing risk.

Key Responsibilities

Administration Service Quality and Coordination

Coordinate and facilitate streamlining of administration processes including provision of operational support to all First Point of Contact and administration employees.

Monitor and evaluate workflow processes to improve administration service delivery, ensuring client experiences are seamless, held to a high standard, to encourage a client’s on-going engagement with the service.

Analyse and respond to business information to design and implement operational improvements that reduce access blockages, address underperformance and identify process improvement opportunities.

Performance Reporting and Continuous Improvement

Support the ongoing review, development and implementation of RAQ administrative processes, work instructions guidelines, and manuals.

Liaise with the Client Information Systems (CIS) team to compile access reports for the Head of Contracts and Program Performance, identifying key performance and productivity trends to inform business improvement initiatives.

Training and Organisational Development

Consult with the Operations Management Team to identify administration training and development needs of First Point of Contact and administration employees to improve service delivery and outcomes for clients.

Consult with the Learning and Development Team to provide training support, guidance and mentoring of staff to address competency and skills gaps in a timely and effective manner.

In consultation with the Learning and Development Team, monitor, evaluate and report on the effectiveness of training programs, ensuring investments in training initiatives are realised.

Position Description Coordinator – Administration & Business Processes

HR – DOC – Position Description Page 2 Coordinator – Administration and Business Processes

Support the implementation of operational improvements and changes relating to administration and First Point of Contact services.

Compliance and Quality Management

In conjunction with the Quality Management Team, support the facilitation and operationalisation of agreed processes required for ISO Quality Management accreditation specific to administration services, including risk identification and management.

Ensure adherence to organisational policies, procedures and service manuals to deliver consistent high-quality client service provision.

Promote regular and ongoing opportunities for employees to give feedback.

Other Organisational Responsibilities

Adhere to all organisational policies, procedures, standards and practices.

Act only in ways that advances RAQ objectives, values and reputation.

Other duties, consistent with skills and experience, as directed by the reporting manager.

Core Competencies

Business Acumen Knows how businesses work. Knowledgeable in current and possible future policies,

practices, trends, technology, and information affecting businesses and organisation.

Inspiring Others Creates a climate in which people are driven to do their best. Can motivate and

empower others. Invites input from internal stakeholders and shares

ownership. Acknowledges the importance of each employees’ contribution to

achievement of RAQ’s strategy.

Service Excellence Dedicated to meeting the expectations and requirements of internal and external

clients. Establishes and maintains effective relationships with clients and gains their

trust and respect. Seeks ways to improve outcomes for clients as consistent with RAQ’s

Missions, Visions and Values.

Professionalism Gives consideration to one’s own actions and behaviours and the effect they have on

others within the workplace. Demonstrates integrity and is a trusted individual. Adheres

to core values that are in alignment with that of the RAQ’s.

About You To be successful in this position you will have:

Required Highly Desired

Qualifications Relevant undergraduate qualifications in Business Management, Social or Behavioural Sciences.

Certificate IV in Training and Assessment.

Postgraduate qualification in Business Management, Social or Behavioural Sciences.

Experience Demonstrated experience in creating and providing training and development programs to diverse audiences that fosters business process

Experience in resource planning and management to optimise service delivery.

Position Description Coordinator – Administration & Business Processes

HR – DOC – Position Description Page 3 Coordinator – Administration and Business Processes

improvement, service quality and team membership.

Demonstrated experience in documenting complex business processes.

Knowledge

Demonstrated understanding and experience in workplace training and assessment and learning and development consultation.

Knowledge of current theory and practice relating to the provision of human services.

A sound knowledge of the Not-for-Profit sector, the Australian Government Department of Social Services and Department of Human Services.

Familiarity with relevant funding body streams including health service governance and reporting requirements.

An understanding of Family Law, counselling and mediation.

Skills Demonstrated ability to engage and influence others and provide solid advice.

Ability to identify opportunities for change and influence change, and lead continuous improvement initiatives.

Highly developed communication skills, both written and verbal, including an ability to prepare high level reports to the Executive and external parties.

An ability to manage a multitude of complex tasks and projects simultaneously.

Demonstrated competency in data collection, collation, analysis and reporting including the ability to recommend metrics for the monitoring and achievement of ongoing improvement and the development of individual and organisational capability.

Others Ability to travel across the State on a regular basis.

It should be noted that Position Descriptions are under constant review and may be changed at any time.