customer service officer casual may 2017 - otway health · 2017-09-08 · customer service officer...

Customer Service Officer – Casual

May 2017

1. Information for Applicants

2. Position Description

3. Employment Application Form

4. Pre-Existing Injury Declaration

5. Organisational Structure

INFORMATION FOR APPLICANTS

Customer Service Officer

1. Please prepare a cover letter and your application under each of the headings in the

Selection Criteria of the Position Description provided. Examples and descriptions of how you are able to meet these requirements must be provided. You must also attach your Resume.

2. Please complete the Employment Application Form & Pre-Existing Injury Declaration and forward with your application.

3. If you are required to attend an interview, a current police check should be brought to the interview if available which will enable the appointment process to be finalised quickly. Offers of employment will only be made following a satisfactory Police Record Check and WWC.

4. Your salary and allowances will be paid in accordance with the VICTORIAN PUBLIC

HEALTH SECTOR, (HEALTH AND ALLIED SERVICES, MANAGERS & ADMIMISTRATIVE WORKERS) ENTERPRISE AGREEMENT 2016 2020.

5. Hours of work are on an “as need” basis. 6. Otway Health will pay superannuation in accordance with the Superannuation Guarantee

(Administration) Act 1992 to a nominated Superannuation fund.

7. Attach copies of any relevant qualifications to your application. 8. The names of two current professional referees are required including, if possible, your

supervisor if you are currently working or a previous supervisor if you are not currently working.

9. Applications close 9.00am Monday 15

th May 2017.

10. Address applications to HR Coordinator

Georgina Harrison Otway Health PO Box 84 Apollo Bay VIC 3233 or via email [email protected]

Offers of employment will only be made following a satisfactory Police Check and Working with Children Check (where required).

Position Description

Customer Services Officer JOB TITLE

Position

Customer Services Officer

Classification

WC 1

Award Health and Allied Services – Public Sector Victoria – Consolidated Award 1998 (“the Award”) and the Health and Allied Services, Managers & Administrative Officers Enterprise Agreement 2016 -2020

Performance Appraisal Initial review at three (3) months, then annually with Director Community Social and Executive Services between April and June each calendar year.

OTWAY HEALTH Otway Health is a Multi-Purpose Service (MPS) located at Apollo Bay on the Great Ocean Road in South West Victoria. The MPS is a joint Commonwealth and State Government initiative for isolated areas. This model concept draws together appropriate health and community services within the one organisation. The aim of Otway Health is to provide an integrated health service consisting of community and allied services, primary care, HACC, adult education, neighbourhood house, a child care centre, flexible aged care residential places, a small acute unit and an Urgent Care Unit for emergencies.

MISSION To enable people in our region to optimise their wellbeing through providing access to health and community services.

VALUES and BEHAVIOURS Professional: We deliver excellent, confidential, reliable and safe services to the

community with integrity.

Compassionate: We deliver person centred care and are welcoming and equitable to all people engaging with the service.

Responsive: We are dynamic, innovative and adaptable in responding to changing health and social environments.

Accountable: Our actions are trustworthy, principled and transparent.

Respectful: We are consultative; providing a non-judgemental, accepting environment where

needs are acknowledged and considered.

POSITION BACKGROUND

The Customer Service Officer is responsible for the effective communication and appropriate referral of enquiries and bookings for Otway Health clients and staff.

The Customer Service Officer will ensure the provision of excellent service acting as the interface between Otway Health and its community.

Otway Health will be an innovative, responsive and highly professional organisation that adapts to the diverse changing health needs of the community.

SCOPE OF PRACTICE The Customer Services Officer will be limited to: The provision of approved information to persons presenting at the Customer Service Centre...

KEY RESPONSIBILITIES RESPONSIBILITY AREA 1: Leadership and Management Otway Health acknowledges that it is our people who make us a truly great organisation and that strong and effective leadership engages unites and motivates staff. Investing in our workforce and providing them with a supportive environment, the necessary skills for them to confidently do their job and a culture where they can excel and feel valued creates a workplace of choice. It is our people who allow us to deliver quality health care to our community.

ROLE SPECIFIC TASKS MEASURES

Display an appreciation of the Vision, Mission and Values of the Health Service

Personal behaviour and that of persons directly reporting to the role, model OH Vision, Missions and Values. Maintain a professional presentation and demeanour

at all times

RESPONSIBILITY AREA 2: Workplace Health and Safety Otway Health endeavours to provide a working environment for its employees that is safe and without risk to health. Employees are required to take reasonable care for their own safety and that if anyone else who could be affected by their actions; responsible for ensuring the implementation of health and safety policies and procedures. Therefore all staff shall fully co-operate in any action the Hospital considers necessary to maintain a working environment which is safe and without risk to health.


Maintain own health and safety in the workplace and adheres to policies and procedures.

Appropriate reporting of any OH&S risks or concerns. Actively encourage responsibility for own health, by modelling safe behaviours and practices.

Minimise exposure to incidents of infection/cross-infection of patients, residents, staff, visitors and the general public by adhering to the organisation’s Infection Control policies and procedures

Demonstrate understanding of workplace Health and Safety requirements.

Pre-Existing Injury Prior to any person being appointed to this position, it will be required that they disclose full details of any pres-existing injuries or disease that might be affected by employment in this position. RESPONSIBILITY AREA 3: Clinical Practice / Professional Practice Otway Health strives to deliver the highest level of care possible. To enable this to occur, all personnel need to develop and maintain appropriate professional behaviours in all areas of practice. This covers both clinical and non-clinical workplaces, and is the physical manifestation of the Otway Health values.


Clinical


Not Applicable

Professional – see Appendix for detailed task list


Customer Service

Attends reception and ensures that customer requirements are dealt with efficiently and effectively.

Acts as Centrelink Agent, providing assistance with Centrelink enquiries and keeping statistical data on Centrelink activities.

Responsible, in conjunction with In Home Support staff for rostering fleet car bookings and printing the daily car fleet sheet.

Makes Primary Care appointment bookings on electronic booking system.

Enters all revenue on Oracle ensuring correct amounts and codes are recorded.

100% of client enquiries are answered or referred within an agreed timeframe. Bank deposits are completed accurately daily or as requested by the Director of Corporate Services.

RESPONSIBIITY AREA 4: Information Management (inc Communication & Documentation) Otway Health understands the need for effective communication and rigorous documentation in the delivery of health care. How we manage information within the organisation is crucial for our customers trust, our reputation in the wider community and how they perceive Otway Health.


Records all bookings for Marrar Woorn Neighbourhood House, meeting rooms and service providers – ensuring correct payment where applicable.

Handover is completed for each shift of work when another employee is to relieve the customer service officer.

RESPONSIBILITY AREA 5: Quality & Risk Management Otway Health strives to continuously improve the quality and safety of our services and actively involve and inform patients and their care in the healthcare they receive. This allows us to deliver the best care in our community.


Participate in quality improvement activities All tasks are undertaken in a timely and considered fashion. Undertake audits and evaluations as requested

Support and contribute to quality improvement


RESPONSIBILITY AREA 6: Professional Development All staff at Otway Health has the skills and attitude required to enable us to deliver efficient, effective and targeted healthcare. To ensure all staff continues to meet this standard, and maintain up-to-date clinical and professional skills, each person needs to continually develop themselves.


Ensure skills are up to date and in accordance with best practice guidelines

Ensure all mandatory LMS training is undertaken within required timeframes.

Keep up to date with changes in Policies and procedures

ORGANISATION CHART Reports to: Director Community, Social and Executive Services Supervises: nil

External Liaisons: Represents Otway Health to the community as required. Internal Liaisons All Otway Health staff

REQUIRED EDUCATION, TRAINING, KNOWLEDGE AND EXPERIENCE

1. Essential Education – Not applicable 2. Essential Requirements -

Experience in a customer service role.

Experience in developing and completing administration tasks.

Excellent computer, verbal and written communication skills.

Ensures written communications contain necessary information to achieve their purpose.

Cooperates and works well with others in pursuit of team goals.

Strong work ethic.

Excellent organisational skills.

Adaptable to new ideas and changed priorities.

Listens to customers: actively seeks options to meet customer needs: seeks ways to improve services.

Listens to and acknowledges that the concerns of others have been heard: clarifies the problems seeks options to resolve conflict: negotiates agreed actions to deal with conflict.


PERFORMANCE STANDARDS Evidence of completion of competencies relating to your current role

AGREEMENT Position Description Approved Date ____ Manager/Director Signature I acknowledge and accept that this position description represents the duties, responsibilities and accountabilities that are expected of me in my employment in the position. Date Employee Signature ___________________________________ Employee Name (please print)


Employment Application Form

APPLICANT SECTION

Position applied for:

Personal details

Given name: Family name:

Preferred name:

Address:

Telephone Daytime: Mobile:

Email:

Current qualifications

Qualification title Institution/training provider Year completed

Are you currently undertaking study/training? (tick one) Yes No

If yes, course/program name:

(tick one) Full time Part time Distance Other

Previous Employment (most recent first)

Employer name/ establishment Dates from/to Position held

Reference Checks

Please provide details of three people who can speak on your behalf regarding your work history. (Reference checks will be conducted legally in an ethical manner and all information derived will remain confidential.)

Name Contact No. Position held/working relationship

(eg supervisor)

Office use check

initial/date

When will you be available for work?

Declaration

I declare that, to the best of my knowledge, the information given is true and correct. I understand that

inaccurate, misleading or untrue statements or knowingly withheld information may result in

termination of employment with this organisation. I understand that this application does not constitute

an offer of employment. I understand that, in some cases, police and credit checks will be required

and I will be notified if this applies to this application.

Signed: Date:

Pre-existing Injury / Disease Declaration

Otway Health is committed to protecting the health, safety and well-being of all employees. To achieve this, the Service strives to ensure that employees are not required or permitted to undertake work for which they are not suited and to take appropriate measures to allow work to be done in a manner which will not put any person at risk to their occupational health and safety. To assist Otway Health in achieving this objective, the following information on key activities is provided about the job for which you have applied. On the second page of this document information is requested from you as to any pre-existing injury, illness, disease or condition, which may be affected by the nature of the key activities. This job involves the following key activities:

Element Key Activity Frequency

Work Environment

Manage demanding and changing workloads and competing priorities. Daily

Work office hours with the possibility of extended hours and ‘on call’ duties.

Occasionally

Work in open plan office / area. Daily

Sit at computer or in meetings for extended periods Daily

Work in a team environment and at time independently. Daily

Work in locations separated from management. Occasionally

Be exposed to all outdoor weather conditions. Occasionally

Manual Handling

Undertake manual handling (eg. lifting, pulling, pushing, moving, transferring, twisting, supporting) of equipment. Occasionally

People Contact

Interact with clients who may have an intellectual, physical, sensory disability.

Daily

Interact with clients/members of the public who could display verbal or physically challenging behaviour and/or the full range of emotional expressions.

Daily

Undertake supervisory activities. Rarely

Administrative Tasks

Undertake administrative tasks including intensive computer/keyboarding work, filing, writing, participating in meetings, concentrating for long periods of time.

Daily

Use technology including photocopier, telephones including mobiles, fax, overhead projectors, televisions, video, electronic whiteboards, drill presses and guillotines.

Daily

Transport Drive vehicles Occasionally

In applying for this job you are required to disclose any (all) pre-existing injuries or diseases suffered by you which you reasonably believe could be accelerated, exacerbated, aggravated or caused to recur or deteriorate by you undertaking this job, the details of which are set out above. Where you have a pre-existing injury and or disease, consideration will be given to reasonable modifications to the environment or tasks.

If you fail to disclose this information or if you provide false or misleading information you and your dependants may not be entitled to Work Cover benefits in the event of any recurrence aggravation, acceleration, exacerbation or deterioration of a pre-existing injury or disease, arising out of, or in the course of, or due to the nature of this employment with Otway Health and Community Services. Where you have a pre-existing injury and or disease, consideration will be given to reasonable modifications to the environment or tasks.

Pre-existing Injury / Disease Declaration

Employee Declaration The following declaration is made for the purposes of sections 41 (1)-(2) of The Workplace Injury Rehabilitation and Compensation Act 2013 (WIRC Act). I,…………………………………………………………….. (Name of applicant) declare that:

1. I have read and understood this form, including the information above.

2. I acknowledge that I am required to disclose all pre-existing injuries or diseases which

I believe may be affected by my undertaking the job

of……………………………………………..……(job title)

AND (Strike out whichever is not applicable)

a) I do not believe that any injury or disease that I have is likely to recur or deteriorate, accelerate or be exacerbated or aggravated by the key activities required to be undertaken which impact on health and safety, as listed above:

OR

b) I have suffered the following injuries and/or diseases that may recur or deteriorate, accelerate or be exacerbated or aggravated by the duties described above.

(List injuries and/or diseases) ……………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

I acknowledge that any non-disclosure or false or misleading information on my part may result in section 41 (2) of the Workplace Injury Rehabilitation and Compensation Act 2013 (WIRC Act) being applied. This would disentitle me or my dependents from receiving benefits relating to any recurrence, aggravation, acceleration, exacerbation or deterioration of any pre-existing injury or disease which I may have.

To the best of my knowledge the information provided in this Declaration is true and correct.

DATED: ________/__________/_20_______

…………………………………………… ……………………………………………

Print Name of Applicant Print Name of Witness

…………………………………………… ……………………………………………. Signature of Applicant Signature of Witness

Board of Directors

Chief Executive Officer

Clinical Services

Community, Social & Executive Services

Corporate Services

Finance

Human Resources

Quality Improvement

Facilities & Infrastructure

Catering Services

Grants & Submissions

Urgent Care

Acute Care

Aged Care

Primary Health Care

Community Services

Support Services

GP Clinic

Social Services

Child Care

Neighbourhood Houses

Business Development

Auxiliary Services

Comms, PR & Fundraising

ORGANISATIONAL FUNCTION STRUCTURE

OH&S

Op Shop

Outlines functional activity, liaison &/or services

UPDATED BY CEO 2 MAY 2016

Administration & Reception

Document Control

Health Information Services & Central

Records

Beauty Room

HACC

customer service officer casual may 2017 - otway health · 2017-09-08 · customer service officer...

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