Team Leader - Position Profile

TEAM LEADER - POSITION PROFILE

Position details:

Position title: Team Leader Division: Client Services Classification: AM1

Care Connect Purpose and Values: The Care Connect Group is a leading not for profit organisation that provides advice, guidance and service coordination to aged care, disability, mental health and other consumer groups in New South Wales, Queensland and Victoria. Care Connect aspires “to be the first choice for people seeking connections to care, support and community.” Our purpose is to enable people to live their life their way. Our core expertise is supporting people to learn, plan and connect with the services and supports they want. Our values are respect, integrity, excellence, empowerment and diversity. These values are modelled by our staff in their behaviours as demonstrated with internal staff, external stakeholders and the clients with whom we work.

Organisational relationships:

Reports to: Client Services Manager Supervises: Client Advisors, Client Facilitators Key internal stakeholders: State Managers, Client Contact and Care Centre, Line of Business Managers, Procurement and Marketing Key external stakeholders: Various stakeholders including Local and State Govt Depts, Advocacy groups Primary objective of role: The role of Team Leader plays a critical staff leadership, client relationship management, operational management and business development function within the organization. The role provides leadership of up to 8 Client Advisors with a focus on delivering exceptional client outcomes and driving client retention across targeted segments and programs. Safety: Everyone at Care Connect has a responsibility to ensure that their working environment is one free from hazard or the risk of of illness or personal injury to staff, clients, customers or any other stakeholders. All staff are required to take reasonable care for their own health and safety and that of other personnel any one else who may be affected by their conduct or omissions. All staff have a responsibility to comply with reasonable instructions, policies and procedures developed by Care Connect relating to health and safety at the workplace.

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Primary accountabilities: Responsible for the effective management and supervision of a team which may be place-based or virtual, or a combination of both. Includes developing a high functioning, self-motivated team that has synergy across all programs, activities, functions and tasks within the team. The position is responsible for ensuring that a highly effective support service is provided to clients consistent with Care Connect’s policies and procedures, and relevant funding contracts.

Provides the day to day supervision of staff, undertakes performance monitoring and staff development.

1. Leadership Demonstrate values and purpose and embed organisational culture across team Ensure effective communication, stakeholder management and facilitation Lead and embed a performance culture across team Coach and develop to build high performing and resilient teams / individuals in the context of a highly mobile workforce Lead a culture of Agility and Innovation – understand, articulate and drive transformation Lead and / or participate in projects as agreed

2. Client service delivery Lead a culture of responsive, customer-centred service delivery Embed efficient, quality services within Care Connects My Life, My Choice, My Way™ approach Respond to client feedback according to Care Connect policy Ensure compliance to relevant legislation, guidelines and standards, Implemention of and adherence to policies and procedures

3. Finance and operations Achieve targets including program outcomes and outputs, financial, quality and cultural KPIs Monitor and provide ongoing recommendations in relation to organisational operational model Monitor individual customer budgets and organisational financial targets, correcting or escalating issues consistent with policies and procedures Ensure data quality so that finance and client systems produce reliable statements and reports Manage workforce planning requirements in line with strategy , service delivery and policy requirements

4. Quality Management  Embed quality focus in service delivery and program accreditation  Lead scheduled audits of systems and practices for continuous improvement, ensuring full compliance with Care Connect’s Quality Improvement plans

5. Stakeholder engagement and relationships Identification of business development opportunities in line with strategy Engagement and participation in organisational planning and strategy identification and engagement in approved networks to promote Care Connect Gathering, sharing and storing of network information in relevant database Communicating relevant information and outcomes within Care Connect

Formal decisions:

Refer to Authorities and Delegations Procedure.

Competencies required:

Leadership Coaching and developing others Performance tracking and management Relationship management, including working in diverse teams Analytical and numeracy skills Customer service focus Attention to detail Focus on continuous improvement

Key selection criteria:

Qualifications and experience  The possession of, or progress toward a relevant tertiary qualification or significant experience in health/welfare or business discipline  A sound understanding of the human services sector  Understanding of working within a highly regulated environment  Capable and highly confident with technology Personal and professional attributes  Demonstrated management skills and abilities together with the ability to effectively supervise a team in a complex and ambiguous environment  Well-developed communication, interpersonal, negotiation and influencing skills together with the ability to liaise and network effectively with others at all levels  Conceptual and analytical skills together with the ability to implement solutions to issues or problems  Strong focus on excellent customer service  Excellent organisational and time management skills and abilities  Ability to build and sustain relationships with a network of key people internally and externally and to anticipate and be responsive to internal and external clients needs  Enthusiasm for learning To be read in conjunction with Appendix 1 - Classification Descriptors within our EBA 2013 (where applicable)

Special employment conditions:  It is a condition of employment with Care Connect that all new staff are required to give written consent to a National Police Records Check. All offers of employment are provisional pending the outcome of this Check. If the National Police Records Check is not to the satisfaction of Care Connect in its absolute discretion, the employment may be terminated.

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 Current Drivers License: The successful candidate maybe required to obtain a drivers history report from the relevant authority.

 Qualifying Period: If appointed from outside the organisation, the candidate will be subject to a six month qualifying period