Wakefield Regional Health Service

JOB AND PERSON SPECIFICATION

Title Position: Intake Worker Agency: Country Health SA Classification Code: ASO2 Division: Gawler, Barossa, Eudunda, Kapunda Health Services Type of Appointment: Branch: Community Services Temporary Section: Part time 0.8fte Position Number: GHO314 o Position Created: 2003, Revised 2007, Revised 2009

Job & Person Specification Approval

All excluding executive level positions:

18_/11/2009 CE or delegate

PREAMBLE:

Underpinning the Department of Health Strategic Directions are the agreed values that reflect honesty, respect and integrity for every individual. These values drive how we conduct our business and how we behave. We aim to make the values “live”. It is important that we incorporate the values into our behaviour systems and processes.

The Department has a “Commitment to Workplace Values” attached to Job and Person Specifications that all staff are required to uphold.

Australia has one of the most culturally and ethnically diverse populations in the world. Having bi-lingual and bi-cultural employees can enhance the department’s ability to negotiate with, and meet the needs of, the full range of its clients and customers. Such employees also add to the diversity of the workforce, and give added opportunities to fully capitalise on difference as a valuable asset in an increasingly competitive environment.

1 JOB SPECIFICATION

1. Summary of the broad purpose of the position in relation to the organisation's goals:

Accountable to the Team Leader, Intake & Administration the Intake Worker is the first contact for clients requesting community based health and home care services throughout Gawler, Barossa, Lower North and Yorke Peninsula. The role of the Intake Worker is to identify the clients initial needs through intake assessment, provide them with information on service options, determine eligibility for health services and allocate the referral to the appropriate service or worker within the region. The position will work within a primary health care framework and contribute to the service being culturally appropriate.

2. Reporting/Working Relationships (To whom the person reports, staff for whom the person is responsible, and other significant connections and working relationships within the organisation.)

The Intake Worker is accountable to the Team Leader, Intake & Administration. The Intake Worker will work as part of the Intake and Administration Team and is a member of the Barossa Gawler Eudunda Kapunda Health Services – Community Services Division. The Intake worker will work collaboratively with staff, community and stakeholders across the area serviced by the program.

3. Special Conditions (Such as non-metropolitan travel, travel requirements, frequent overtime,)

 Must possess a current driver’s license and a willingness to drive is essential.  Required to participate in a Performance Review process.  Initially based at Angaston however may be relocated to another office within BGEK Cluster.  Applicants will be required to produce a satisfactory National Police Certificate/National Police History Records Check prior to confirmation of appointment and every 3 years thereafter from date of issue. The cost of obtaining the initial Police Clearance Certificate is the responsibility of the individual and will not be reimbursed by the organisation (this is a tax deductible expense).  You are required to comply with the ‘Smoke Free Health Service’ Policy.

2 4. Statement of Key Outcomes and Associated Activities (Group into major areas of responsibility/activity and list in descending order of importance. Continue on next page).

4.1 Contribute to ensuring an effective client Initial Needs Identification process occurs through:  Utilizing the Initial Needs Identification tool for eligible clients.  Determine client eligibility for entry to the service eg geographical boundaries.  Assessing priority for urgent or complex referrals.  Providing appropriate referral or allocation for services.  Collecting client contact details  Securing client consent for collecting and sharing of their information.  Providing accurate information to clients on other services.  Accessing information about the client from other sources (carers or GP) to support accurate intake assessment/effective assessment of the clients needs.

4.2 Contribute to the effective coordination of the Intake Process by:  Liaising with team members and health professionals and other agencies as required across the region.  Preparing documentation that assists to ensure that community clients receive appropriate initial needs identification.

4.3 Contribute to the effective management and administration of Community Health Services by:  Maintaining appropriate and accurate client record management.  Demonstrating accountability through accurate documentation and use of information management systems.  Compiling statistical data in a timely and accurate manner.  Assisting in the orientation of Health Workers about the intake system.  Assisting with identifying and reporting on unmet needs and/or gaps in services provided in the Region.

4.4 Contribute to an effective continuous quality improvement cycle through:  Assisting in the development of divisional quality improvement plans, activities and programs.  Assisting in the development, implementation and evaluation of policies and procedures.  Assisting in the development of Key Performance Indicators for Regional Community Services.  Assisting in the development of best practice approaches including benchmarking with other organizations.  Participation in accreditation processes.

4.5 Contribute to the effective management of the health service by ensuring personal responsibility for:  Promote safe and healthy work practices

3  Provide culturally appropriate responses to the needs of Aboriginal and other people from culturally and linguistically diverse backgrounds  Identify risk management issues  Promote environmental practices  Implement standard precautions  Observe Occupational Health & Safety policies and practice, Quality Improvement policies and practice and Equal Opportunity policy.

Approved by Line Manager: ______/___/___

Acknowledged by Occupant: ______/___/___

4 PERSON SPECIFICATION

ESSENTIAL MINIMUM REQUIREMENTS (Those characteristics considered absolutely necessary) Educational/Vocational Qualifications (include only those listed in Commissioner’s Standard 2, Attachment C as an essential qualification for the specified classification group)

Experience (Including community experience)

 Experience in a relevant human services area such as Community Services, Aged Care, Disability, Mental Health unit or Acute Hospital.  Experience in telephone interviewing  Experience in assessment of client needs.  Proven experience in general office procedures, systems and computer applications.

Knowledge

 Awareness of community resources and services across rural South Australia.  Awareness of major social and health issues affecting people requiring community based health and home care service in rural SA eg: domestic violence, transport, poverty.  Knowledge of common health conditions or disabilities and the likely impact on clients and their families.  Understanding of the issues affecting Aboriginal people and the impact on health outcomes.  An understanding of the principles outlined in the Cultural Respect Framework for Aboriginal and Torres Strait Islander Health 2004 – 2009.

Personal Abilities / Aptitudes / Skills (Related to the job description, and expressed in a way which allows objective assessment.)

 Well developed and effective written and verbal communication and interpersonal skills.  Ability to problem solve and practically apply health knowledge.  Strong commitment to client focused services and demonstrated initiative in customer service.  Ability to work effectively in a team environment.  Ability to prioritise workload and to time manage.  Ability to work under pressure and to be effective in decision making in regard to multiple referral requests.  Demonstrated computer literacy and skills at a level sufficient to undertake the requirements of the position.  Minimum typing speed of 35wpm

5  Computer literacy including Microsoft Office software and email, and adaptability to specific applications using a windows operating environment  Demonstrated ability to work with people with a range of diverse value systems, cultural differences and special needs.

DESIRABLE CHARACTERISTICS (To distinguish between applicants who have met all essential requirements.)

Educational/Vocational Qualifications (Considered useful in carrying out the responsibilities of the position.)

 Certificate 3 Aged / Community Care or similar.  Previous experience in a Call Centre/Customer Service role

Further studies in:  Community Services/Community development  Primary Health Care  Mental Health  Gerontology  Disability

Experience

 Experience in the assessment/review of client and/or carer needs.  Experience with general office procedures and administrative systems.  Experience with the utilisation of the Initial Needs Identification tool.

Knowledge

 Knowledge of Initial Needs Identification (INI)/ Ongoing Needs Identification (ONI) tools  Understanding of diversity in cultures of groups and communities and the potential impacts on service delivery

Personal Abilities/Aptitude/ Skills

 Ability to advocate for clients

6 POSITION INFORMATION DOCUMENT

STREAM: Administrative Services

CAREER GROUP: Administration

CLASSIFICATION: ASO2

POSITION TITLE: Intake Worker

LEVEL CHARACTERISTICS

The position is classified at the Administrative Services Level 2 by virtue of the requirement to:  Apply general health knowledge and experience in daily activities  Use initiative and/or judgement in the performance of duties  Work under general direction  Scope for the interpretation of regulations, guidelines, instructions and procedures.

POSITION SUMMARY

Accountable to the Team Leader, Intake & Administration, the Intake Worker is the first contact for clients requesting community based health and home care services throughout Gawler, Barossa, Lower North and Yorke Peninsula. The role of the Intake Worker is to identify the clients initial needs through intake assessment, provide them with information on service options, determine eligibility for health services and allocate the referral to the appropriate service or worker within the region. The position will work within a primary health care framework and contribute to the service being culturally appropriate.

POSITION CHARACTERISTICS

The Intake Worker works as part of a regional intake team situated within the Gawler Health Service and will be required to work closely with other health workers, general practitioners and other community service providers across the region.

The Intake Worker is responsible for the intake assessment, streamlining entry to the community service system and contributes to determining eligibility and priority for community health services and enhancing access to the broader community service system.

ORGANISATION

Supervisor Reports to: Director, Community Services

Supervisor’s Position: Team Leader, Intake & Administration

Subject Position: Intake Worker

Staff Directly Supervised: Nil

STATISTICS RELEVANT TO THE POSITION:

Staff supervised: Nil Directly: Indirectly:

Financial/Other: Nil

POSITION INFORMATION DOCUMENT LAST REVIEWED: November 2009

7 ADVICE TO JOB APPLICANTS

Introduction

Your application is your introduction to a selection panel. The selection panel uses a merit based process for recommending the best applicant for the position. How can you enhance your chances of selection?

Relate your application to the requirements outlined in the Person Specification

A Job and Person Specification is used to define the purposes and outcomes expected of the position (through a job specification) and characteristics in terms of qualifications, personal abilities, skills, experience and knowledge necessary to achieve the expected outcomes (through a person specification).

The selection panel makes an initial assessment of each applicant's merit from their written application. This assessment is made in relation to whether the applicant meets the essential and desirable requirements of the position as described in the Person Specification. The outcome of this assessment will determine whether an applicant warrants further consideration for the position in the form of an interview.

A well laid out, easy to read application will allow the panel to assess the information they need from your application.

We suggest the following format:-

1. Job & Person Specification

 Do you meet all essential requirements of the Person Specification?

 Can you demonstrate ability to carry out the duties / responsibilities of the Job Specification?

 Your written statement will the basis for short listing:-

-List all the Person Specification items in order. -Provide supporting claims of your qualifications/skills/abilities/under each item. -Make sure to support your claims including examples of previous and current work. -A comprehensive/succinct dot-point format is easier to read and assess, than an essay style. -Include skills, knowledge, experience gained outside the workplace, which may assist your case.

2. Your Application should:

 Address all Person Specification criteria/duties/responsibilities.

 Provide a short cover letter identifying the vacancy and requesting further consideration – (sign it)

 Referees:-

-Should be those who can provide recent information regarding your relevant work/other experience – if possible provide your referees with a copy of the Job & Person Specification. -Be aware that the panel is free to obtain work reports from a non-nominated referee if appropriate.

 *Attach your CV or Resume, which should include:-

-Name & address - secondary & tertiary education / qualifications - training courses -Work history - committee membership/s - outside interests – general referees. 8 -Relevant experience/qualifications/studies -3 current Referees (name, position titles, address and telephone numbers)

* The relevance and application of skills, knowledge, experience and abilities acquired through community experience (eg. involvement with a community organisation such as Rotary, Lions, Apex etc, committee of a sporting club etc may have contributed to your development of leadership, interpersonal and motivational skills).

The panel must not discriminate against an applicant on the basis of a characteristic unless it is directly and justifiably associated with the requirements necessary to perform the duties of the position. The grounds for unlawful discrimination are defined in the Equal Opportunity Act, 1984. Gawler Health Service is an equal opportunity employer.

3. Your Responsibilities–To maximise your chances for further consideration, ensure you:

 Make claims, and comment, on all essential Person Specification items in your application (above).

 Provide evidence of essential Educational / Vocational Qualifications- ONUS OF PROOF is on you

 If you have overseas qualifications - have them assessed to equivalent Australian Qualifications -Contact the Overseas Qualifications Unit, Adelaide TAFE - (telephone 08 8226 6684).

Other Tips:

 Advise your referees of the position you are applying for. It may be useful to provide a copy of the Job and Person Specification for the position you are applying to your referees before forwarding your application. This will enable discussion on your ability to carry out the duties of the position and their opinion of your merit in relation to the characteristics as detailed in the Person Specification.

 Check your application to ensure that you have addressed all essential and desirable criteria listed in the Person Specification and that you have demonstrated that you can carry out the duties of the position, preferably by providing examples.

 Correctly address your application.

 Check your application for spelling or grammatical errors before forwarding.

 Forward your application to ensure it reaches the designated Officer before 5pm on the advertised close date. (This is your sole responsibility-late applications are not accepted, due to the disadvantage to others.)

 Selection Panels are not responsible for following up or further considering applications which do not completely or adequately address the essential criteria.

 Selection Panels are not responsible to accept or for follow up applications which are late, incorrectly addressed, or those which arrive at an incorrect destination.

Please include one original and three copies of your application and forward to the Officer designated in the advertisement.