Role description

Job ad reference 20150405-EOI Classification AO3

Role title Client Service Officer Salary $2,216.50 - $2,477.30 per fortnight

Status Recurring temporary vacancies as required

Closing date COB Monday, 11 May 2015

Unit/Branch Payroll Services, Chermside Service Centre, Payroll Portfolio

Commercialised Business Unit

Health Support Queensland

Contact name Laurence McGlone, Service Leader, Payroll Services

Location Multiple locations Contact number 07 3170 4361

If you have difficulties applying online, please contact PPHSQ Recruitment on (07) 3199 2993.

Vision for the public service

To be a government of the 21st century, one government that is connected and working together to deliver smarter, simpler outcomes that are responsive to the needs of Queenslanders now and for the future. We will create opportunities in partnership that are all about positive outcomes rather than just service delivery and regulation.

To enable this vision, the Queensland Public Service (QPS) is transforming from a compliance focus to a

more values-led way of working. The following five values statements underpin behaviours that will

support and enable better ways of working and result in better outcomes for Queenslanders.

Customers first: Know your customers. Deliver what matters. Make decisions with empathy.

Ideas into action: Challenge the norm and suggest solutions. Encourage and embrace new ideas. Work across boundaries.

Unleash potential: Expect greatness. Lead and set clear expectations. Seek, provide and act on feedback.

Be courageous: Own your actions, successes and mistakes. Take calculated risks. Act with transparency.

Empower People: Lead, empower and trust. Play to everyone’s strengths. Develop yourself and those around you.

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Your opportunity

The primary purpose of the role is to contribute to the delivery of customer focused Payroll service to clients of Queensland Health through payroll and related administrative processes and systems.

Your role

Fulfil the responsibilities of this role in accordance with QPS values and Payroll Portfolio as outlined

above.

Provide accurate advice, take personal responsibility for accurate completion of work and seek

assistance when required.

Work as directed to achieve work objectives, remain positive and respond to pressure in a calm

manner even in difficult circumstances.

Follow direction provided by supervisors, and recognise how own work contributes to the

achievement of team and Payroll Service goals.

Positively contribute to business improvement processes in the work unit.

Customer Focus

Provision of quality customer focussed services.

Participate in the process of continuous improvement to enhance customer services.

Provide accurate, timely and professional services to customers of Payroll Services.

Sound communication skills with the ability to engage customers, listen to, and respond to customer

enquiries in a timely and professional manner.

Team work

Build and sustain positive relationships with team members and clients and treat people with respect

and courtesy.

Actively participate in teamwork and activities and be responsive to changes in customer needs and

expectations.

Participate as an effective member of a team to achieve identified outcomes and outputs.

Technical Skills/Knowledge

Provide accurate and timely advice and guidance to staff and clients on payroll, policies, practices

and related issues based on industrial instruments: e.g. awards, agreements, policies and guidelines.

Prepare accurate and timely Payroll related correspondence reports.

Support training of staff within the team to use and accurately apply awards, policies and guidelines in

day to day operations.

Maintain agreed standards, audit processes and reporting requirements.

Maintain compliance with Financial and HR policies and guidelines to ensure an accurate provision of

payments in accordance with regulations.

Maintain a comprehensive working knowledge of relevant industrial awards and agreements, and

human resource and industrial policies.

Management/Leadership

Demonstrate sound management skills and lead by example in promoting a professional and efficient

workforce.

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Manage own professional and personal development by identifying, developing and participating in

education and personal development activities that enhance and improve technical knowledge and

competence in payroll related systems.

Data Management

Accurately input, maintain and manage data in Payroll systems to ensure data integrity and to provide

quality payroll services to customers.

Maintain personnel and payroll files/records in keeping with policy requirements and audit guidelines.

Problem Solving

Analyse and resolve problems associated with payroll services through the validation, verification and

auditing of data.

Effectively and confidentially manage payroll related enquiries, either in person or by telephone, and

respond to complaints and implement remedial action where practicable.

Resolve problems associated with Payroll services through the use of Payroll/Rostering systems and

through the knowledge and application of policies and guidelines to ensure continuous improvement

and quality processes where appropriate.

Mandatory qualifications/professional registration/other requirements

While not mandatory, a relevant qualification would be well regarded.

How you will be assessed?

You will be assessed on your ability to demonstrate the following key capabilities, knowledge and

experience. Within the context of the responsibilities described above under ‘Your role’, the ideal

applicant will be someone who can demonstrate the following:

Demonstrated ability in the application of a computerised HR/Payroll Information/Rostering System

and software packages such as Microsoft Word, Excel.

Demonstrated high level of interpersonal and oral communication skills with a strong commitment to

customer service, quality improvement and teamwork.

Ability to work effectively in a team environment and prioritise work commitments to achieve quality,

accurate outcomes within defined deadlines.

Knowledge of or the ability to acquire knowledge of contemporary Human Resource Management

issues and relevant industrial awards, agreements and statutory regulations and acts pertaining to

employment.

Demonstrated understanding of workplace health and safety, equal employment opportunity and anti-

discrimination practices and behaviours as applied in the working environment.

Your application

Please provide the following information to the panel to assess your suitability:

Your current CV or resume, including the names and contact details of two referees. Referees

should have a thorough knowledge of your capabilities, work performance and conduct within the

previous two years, and it is preferable to include your current/immediate/past supervisor

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A short statement (maximum 1–2 pages) on how your experience, abilities, knowledge and

personal qualities are relevant for the role, taking into account the key responsibilities and attributes

noted in the ‘How you will be assessed?’ section.

Your employer— Health Support Queensland

Health Support Queensland (HSQ) is an organisational Division of the Department of Health and delivers

a range of support services to enable the delivery of frontline health services. HSQ provides services to

all Queensland Hospital and Health Services (HHSs), to other government agencies and to commercial

clients.

The current services provided by HSQ include: pathology services procurement and logistics for health

related equipment, products and services biomedical technology services forensic and scientific services

linen and laundry services medicines management 13HEALTH (13 43 25 84) line for health information,

referral and teletriage services to Queenslanders for the cost of a local call radiology support

contestability for the Queensland health system and HSQ and Payroll Portfolio.

HSQ has a staff complement of approximately 3,000 full-time equivalents (FTEs) and has an operating

budget of approximately $815 million for the financial year 14/15. HSQ handles the procurement of

approximately $1 billion worth of goods on behalf of the Queensland public health system.

The Chief Executive is accountable for the day-to-day operation and performance of HSQ. The HSQ

Advisory Board has been established to assist the Chief Executive and the Director-General,

Department of Health in setting the strategic direction of HSQ. The HSQ Advisory Board will meet at

least six times a year and its role is formalised in the Terms of Reference approved by the Director-

General.

Payroll Portfolio

The main responsibilities of the Payroll Portfolio are providing business-as-usual payroll operations and delivering change initiatives to improve rostering and payroll practices and processes across Queensland Health.

The work of the Payroll Portfolio includes:

Managing rostering and payroll processes for the Department of Health and the 16 Hospital and Health Services, including the fortnightly pay run for over 80,000 employees

Carrying out a range of IT systems service management activities including the implementation of:

priority system fixes

system changes to support new industrial agreements

security updates

performance and capacity improvements

general system maintenance

Delivering change initiatives to improve rostering and payroll practices and processes.

Visit the website for more information: http://qheps.health.qld.gov.au/payroll-assistance/home.htm

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Additional information

Permanent and temporary vacancies longer than 12 months remain current for 12 months OR

Temporary vacancies less than 12 months remain current for vacancy duration

Future vacancies of a temporary, full-time and part-time nature may also be filled through this

recruitment process.

Pre-employment screening, including criminal history and discipline history checks, may be

undertaken on persons recommended for employment. Roles providing health, counselling and

support services mainly to children will require a blue card, unless otherwise exempt.

Employees who are permanently appointed to Queensland Health may be required to undertake a

period of probation appropriate to the appointment.

All relevant health professionals, who in the course of their duties formulate a reasonable suspicion

that a child or youth has been abused or neglected in their home/community environment, have a

legislative and a duty of care obligation to immediately report such concerns to Child safety services,

Department of Communities.

Applicants will be required to give a statement of their employment as a lobbyist

(http://www.psc.qld.gov.au/publications/assets/policies/lobbyist-disclosure-policy.pdf) within one month of

taking up the appointment.

Applicants may be required to disclose any current pre-existing illness or injury which may impact on

their ability to perform the role. Details are available in section 571 of the Workers’ Compensation and

Rehabilitation Act 2003 (http://www.justice.qld.gov.au/fair-and-safe-work/workers-compensation-and-

rehabilitation/workers-compensation-and-rehabilitation-legislation/workers-compensation-and-rehabilitation-act-

2003).

Employees of Health Support Queensland are to actively participate in a working environment

supporting quality human resource management practices including employment equity, anti-

discrimination, occupational health and safety and ethical behaviour.

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Organisational Chart