HOW ARE WORK LEVEL STANDARDS RELEVANT? · Web viewSubstantial knowledge and understanding of related principles, techniques, and practices necessary to perform the role requirements

Page 1 Work Level Standards – CLS Classification

Attachment 19ACT Public ServiceWORK LEVEL STANDARDS

Classification: Capital Linen Service

INTRODUCTION TO ACTPS WORK LEVEL STANDARDSWork level standards (WLS) describe the distinctive elements of work at each classification level. They are a statement of the broad job requirements and operating context, the typical duties, and the qualifications, skills and experience required of each classification level.

WLS are not supposed to be a comprehensive list of responsibilities and duties for each classification level. Roles will not necessarily involve all of the examples listed in the WLS.

The current WLS have been developed using multiple sources of information to ensure they suitably reflect and are relevant to the operating context within which the classification group is currently operating within.

The descriptions of the functions and characteristics consider the wide-ranging nature of work that occurs within the ACTPS. They should be considered as general in nature and will require some interpretation based on the broad job context and conditions within which the functions and characteristics are performed.

The WLS consist of the following three elements:

1. Characteristics contain general statements about the broad job requirements and operating context for each classification level. They are described in work value terms, using the four key elements of the ACTPS Work Value Framework:

Responsibility and accountability Physical nature of work (where applicable) Cognitive nature of work Social nature of work

2. Functions detail the typical duties and provides examples of the types of tasks and/or functions performed at each classification level.

3. Qualifications, skills, and experience detail the general type and extent of the qualifications, skills and experience expected at each classification level.

HOW ARE WORK LEVEL STANDARDS RELEVANT? The ACTPS WLS:

Provide a common language across work areas and Directorates within the ACTPS. Support sound decision-making for role design and classifications. Help employees understand what is expected of them in their role.

The main uses for WLS include:

Role classification – for example, a new role is being created and the WLS are used to determine what classification the role should be.

Role design or re-design – for example, the operating context a role is working within has changed and the role needs to be re-designed to reflect the changes.

Evaluation of work value – for example, when the requirements of a role have changed they should assessed using the ACTPS Work Value Assessment Framework to determine the most suitable classification level.


Developing a position description or job advertisement – for example, when advertising to recruit for a role, the WLS can be used to describe the key requirements associated with the role.

Learning and development – for example, an employee who wants to progress to a higher classification level can use the WLS to identify the areas where they need to gain more experience.

Performance management – for example, a manager can use the WLS to set performance expectations related to the role and classification level with their team members.

USING WORK LEVEL STANDARDS AND WORK VALUE ASSESSMEN TOOL FOR CLASSIFYING A ROLEAssessing a role for the purposes of classification involves objectively evaluating a role based on information and evidence gathering and mapping against the ACTPS Work Value Assessment framework features which can be found in the ACTPS Work Value Assessment Tool. Information and evidence gathering includes activities such as reviewing position descriptions and interviewing or surveying individuals within a role and those supervising the role.

It is important to note the ACTPS Work Value Assessment Tool provides an assessment of work value only. To determine what classification a role best fits within, a review of relevant work level standards will also need to be undertaken. Work level standards capture the way in which tasks, responsibilities, skills, and experience differ across classifications.

There are also additional considerations, such as market conditions, that are important when it comes to determining remuneration for a role.

An example of how the work value assessment, work level standards, and other considerations all form part of determining the classification for a role is depicted below.

Appendix A of this document provides a set of recommended work value scores for this classification group that should be used in line with the guidance provided in the ACTPS Work Value Assessment Tool.


SUMMARY CharacteristicsThe following table outlines the differences between the Capital Linen Service levels in terms of the work value factors (refer to the ACTPS Work Value Assessment Framework for further details).

WORK VALUE FACTORS CLS 1 CLS 2 CLS 3 CLS 4 CLS 5

Organisation of work Low responsibility ↑ Limited responsibility ↓Low responsibility ↑ Limited responsibility ↑ Moderate responsibility

Implications of failure Minor → Minor → Minor → Minor ↑ Moderate

Autonomy and decision making Routine supervision → Routine supervision ↑ General supervision → General supervision ↑ Limited supervision

Accountability Low → Low ↑ Limited → Limited → Limited

Physical environment Moderate → Moderate → Moderate → Moderate → Moderate

Degree of physicality Moderate → Moderate → Moderate → Moderate ↓Limited

Cognitive complexity Low complexity → Low complexity ↑ Procedural complexity → Procedural complexity → Procedural complexity

Application of knowledge and skills Basic ↑ Intermediate → Intermediate → Intermediate → Intermediate

Mental Stress Low exposure → Low exposure → Low exposure → Low exposure → Low exposure

Team environment Low interaction → Low interaction → Low interaction → Low interaction → Low interaction

Customer and client relationships Basic customer service → Basic customer service → Basic customer service ↑ Routine customer service → Routine customer

service

↑ Higher work value than the lower Classification level → Equivalent work value than the lower Classification level ↓Lower work value than the lower Classification level


Characteristics Cont.WORK VALUE FACTORS CLS 6 CLS 7 CLS 8 CLS 9 CLS 10

Organisation of work → Moderate responsibility

→ Moderate responsibility

↑ High responsibility ↑ Very high responsibility → Very high responsibility

Implications of failure → Moderate → Moderate → Moderate → Moderate → Moderate

Autonomy and decision making → Limited supervision → Limited supervision ↑ Limited direction → Limited direction ↑ Broad direction

Accountability ↑ Moderate → Moderate ↑ High → High ↑ Very High

Physical environment → Moderate → Moderate ↓Limited → Limited → Limited

Degree of physicality → Limited → Limited ↓Low → Low → Low

Cognitive complexity → Procedural complexity ↑ Moderate complexity ↑ High complexity → High complexity ↑ Very High complexity

Application of knowledge and skills ↑ Substantial → Substantial ↑ Highly developed → Highly developed ↑ Advanced

Mental Stress → Low exposure → Low exposure → Low exposure → Low exposure ↑ Moderate exposure

Team environment ↑ Moderate interaction → Moderate interaction → Moderate interaction ↑ High interaction → High interaction

Customer and client relationships → Routine customer

service

↑ Moderately complex and sensitive customer service

↑ Complex and sensitive customer service

→ Complex and sensitive customer service

↑ Highly complex and sensitive customer service

↑ Higher work value than the lower Classification level → Equivalent work value than the lower Classification level ↓Lower work value than the lower Classification level


FunctionsThe functions for each level are grouped into the following categories:

Linen production and distribution Administration Customer service and stakeholder engagement Quality and performance Management and leadership

Linen production and distribution activities are primarily undertaken by CLS 1 to CLS 6 level roles. These roles include physical work and operating machinery associated with processing linen. CLS 3 to CLS 6 level roles also include activities related to the distribution of linen (such as transporting linen to customers).

Administrative functions increase by level, with CLS 1 to CLS 4 levels undertaking a small number of basic administrative activities. CLS 5 level upwards sees an increase in the complexity and volume of administrative activities.

Customer service and stakeholder engagement functions are undertaken at all levels. Activities range from providing basic customer service and responding to straight forward issues at the lower levels, with the complexity and sensitivity of customer issues increasing by level. Similarly, more stakeholder engagement activities are required at the higher levels.

Quality and performance functions are required to be undertaken from CLS 2 upwards. CLS 2 to CLS 4 level functions focus on monitoring and communicating targets, reporting issues and faults, and conducting quality checks. CLS 5 and CLS 6 level functions focus on undertaking and overseeing quality control activities (such as audits) and undertaking maintenance on property and equipment. Additionally, the CLS 5 level includes a training function. CLS 7 to CL 10 level functions focus on quality assurance and monitoring.

Management and leadership functions are required to be undertaken from CLS 4 level upwards. The CLS 4 level function is to provide advice and guidance to junior staff members. CLS 5 and CLS 6 level roles focus on the management of teams. CLS 7 to CLS 10 have a range of management and leadership functions including managing organisational projects and programs, business planning and strategy activities, risk management, and providing leadership and direction to staff in business units or across the business.

Qualification, skills, and experience Qualifications, skills, and experience varies across the levels:


CLS 1 and CLS 2 have the same requirements – practical and procedural knowledge across a technical or specialist area, such as experience in laundry industry and the ability to operate plant and equipment. CLS 2 also have some additional training and administrative duties.

CLS 3 has the same requirements as above with the addition of a valid Driver’s Licence (C-Class) and for some specific transport roles, a valid MR Truck licence.

CLS 4 has the same requirements as above with the addition of administration experience in laundry operations. CLS 5 requires: a valid Driver’s Licence (C-Class); professional, or technical knowledge in a specialist area, across a range of areas; and qualifications

relevant to the duties of the position and substantial work experience relevant to the position. CLS 6 and CLS 7 have the same requirements: professional, or technical knowledge in a specialist area, across a range of areas; substantial knowledge

and understanding of related principles, techniques, and practices necessary to perform the role requirements; a well-developed understanding of relevant statutory, regulatory and policy frameworks applied to a variety of interrelated activities and solutions to a range of problems in the role; and a valid Driver’s Licence (C-Class).

CLS 8 and CLS 9 have the same requirements: Highly developed professional, technical or management knowledge in a specialised area, across a range of areas; extensive knowledge of statutory, regulatory and policy frameworks relevant to a field of work, discipline, or functional area; operational leadership ability and small team supervisory skills; sound analytical and ICT skills; organisational skills; advanced written communication skills; experience in customer service; and a valid Drivers Licence (C-Class).

CLS 10 requires: highly developed professional, technical or management knowledge in several specialised areas (i.e. Financial Management, Business Law, and/or Commercial Management); a relevant tertiary qualification (i.e. Business, Finance, Law); extensive knowledge of statutory, regulatory and policy frameworks across several disciplines, or functional areas; and extensive experience in senior management roles.

CLS 3 to CLS 7 levels have additional qualifications, skills and experience listed that may be a requirement depending on the specific role being performed.


CLS 1CHARACTERISTICS

Responsibility and accountabilityA role at this level would typically:

Have little or no supervisory responsibilities. Have responsibility for use of own resources in line with established procedures and practices. Incur minor consequences arising from failure to effectively undertake the required work

because there are mitigations in place to prevent major consequences occurring. Work under close or routine supervision in which minimal personal initiative is required as

methods and objectives are closely defined within standard procedures and instructions. Be accountable to an immediate supervisor for their own work. In some circumstances be responsible for providing advice to other employees on procedural

and less technical issues related to the immediate work area and identifying and managing risks that affect day-to-day tasks.

Cognitive nature of the workWork at this level would typically:

Be generally straightforward and relate to a broad range of tasks. Be completed via the application of well-established principles, practices, and procedures in

combination. Involve problems that may have some complexities yet are broadly similar to past problems with

solutions generally being found in documented precedents, or in rules, regulations, guidelines, procedures, and instructions.

Be mostly stable in effort with occasional exposure to high pressure or extreme demands.

Physical nature of workWork at this level would typically require:

Operating in a changing working environment with exposure to physical and environmental factors which could cause accident, ill health, or discomfort if not mitigated successfully.

The use of specific physical skills and/or physical exertion, on a regular basis, to perform the job requirements.

Social nature of the work Work at this level would typically involve:

Work being undertaken independently with a low level of interaction with and reliance on other team members to undertake the work.

Interaction with team members to exchange information and occasionally to complete simple and straightforward tasks.

Providing a basic customer service in relation to a specific area of work. Liaising with stakeholders in relation to a specific area of work or on routine matters. Providing routine information, advice and guidance based on clearly defined practices and

procedures.


FUNCTIONSThe following functions are examples of the typical duties performed at this work level. They are illustrative of those which may be undertaken for this level. They should also not be considered in isolation from the characteristics described above.

Linen Production and distribution

Undertake linen production activities such as sorting, washing, ironing, folding, and packing linen.

Undertake some physical work including standing for long periods of time, lifting, carrying, and transporting soiled and clean linen.

Operate a range of industrial machines like washing machines, ironers, and folders.

Administration

Participate in stocktake activities. Basic administrative tasks such as completing data production sheets.

Customer service and stakeholder engagement

Provide basic customer services such as answering telephone calls from customers.

QUALIFICATIONS, SKILLS AND EXPERIENCE A person in a role at this level is expected to have:

Practical and procedural knowledge across a technical or specialist area, such as experience in laundry industry.

Ability to, safely and efficiently, operate plant and equipment.




Have limited supervisory responsibilities. There may be a requirement to provide advice and guidance on procedural matters.

Have some direct responsibility for resource management in-line with established procedures and practices.

Incur minor consequences arising from failure to effectively undertake the required work because there are mitigations in place to prevent major consequences occurring.

Work under close or routine supervision in which minimal personal initiative is required as methods and objectives are closely defined within standard procedures and instructions.

Be accountable to an immediate supervisor for their own work. In some circumstances be responsible for providing advice to other employees on procedural

and less technical issues related to the immediate work area and identifying and managing risks that affect day-to-day tasks.


Be generally straightforward and relate to a broad range of tasks. Be completed via the application of well-established principles, practices, and procedures in

combination. Involve problems that may have some complexities yet are broadly similar to past problems with

solutions generally being found in documented precedents, or in rules, regulations, guidelines, procedures, and instructions.








Providing a basic customer service in relation to a specific area of work. Liaising with stakeholders in relation to a specific area of work or on routine matters. Providing routine information, advice and guidance based on clearly defined practices and

procedures.



Linen production

Undertake linen production activities such as sorting, washing, ironing, folding, and packing linen.

Undertake some physical work including standing for long periods, lifting, carrying, and transporting soiled and clean linen.

Operate a range of industrial machines like washing machines, ironers, and folders.

Administration

Organise flow of work in product areas. Undertake stock management activities such as receipting and recording goods, organising

stock, and assisting in carrying out stocktakes. Undertake basic administrative tasks such as holding and completing toolbox meetings and

records, production sheets, checklists and/or other documentation.


Provide basic customer services such as answering telephone calls from customers.

Quality and performance

Manage productivity issues that arise and report outcomes. Use systems to report machine/equipment/vehicle issues or faults in an accurate and timely

manner. Conduct quality checks on processed linen. Monitor and communicate targets and outputs and

report on performance. Perform on the job training such as working with a newly recruited linen assistant to provide

instruction in machinery operation. Conduct administrative tasks related to training such as completing training checklists and

providing progress reports to supervisors and training officers.



Ability to, safely and efficiently, operate plant and equipment relevant to the role (such as forklift duties).




Have little or no supervisory responsibilities. Have responsibility for use of own resources in line with established procedures and practices. Incur minor consequences arising from failure to effectively undertake the required work

because there are mitigations in place to prevent major consequences occurring. Work under general supervision. Conduct work independently within established procedures and guidelines. Be accountable for the setting of own priorities for completion of allocated tasks and compliance

with set procedures. In some circumstances, be accountable for setting priorities for the work area, monitoring

workflow, and reviewing work of less experienced employees. Be accountable to an immediate supervisor for personal and team outcomes to some extent. Be accountable for monitoring emerging issues, identifying their impact on tasks and identifying

and mitigating risks that will impact on personal and team outcomes. Be responsible for managing competing requests, demands, and priorities. Be responsible for planning for the achievement of personal or team results.


Be moderately complex to complex in nature and relates to a range of activities. Use interpretation, analysis, and some judgement to select an appropriate course of action. Occasionally involve encountering of unfamiliar circumstances which may require some

judgement or technical assistance.








Providing a basic customer service in relation to a specific area of work. Liaising with stakeholders in relation to a specific area of work or on routine matters.


Providing routine information, advice and guidance based on clearly defined practices and procedures.



Distribute products including loading and unloading vehicles, and shipping products between customer sites and production facilities.

Undertake some physical work including lifting, carrying, and transporting soiled and clean linen.


Engage with customers to support orders and distribution of products. Liaison with CLS stakeholders (such as supervisors, leading hands, customer service team

members) on product and service delivery activities.

Administration

Undertake stock management activities such as receipting and recording goods, organising stock, and undertaking stocktakes.

Undertaking basic administrative tasks such as completing toolbox records, production sheets, checklists and/or other documentation.

Use systems to report machine/equipment/vehicle issues or faults.


Monitor and communicate targets and outputs and report on performance. Use systems to report machine/equipment/vehicle issues or faults in an accurate and timely

manner. Conduct quality checks on processed linen.



Ability to, safely and efficiently, operate plant and equipment. Valid Driver’s Licence (C-Class)

The following may be required for some roles at this level:

Confined Spaces Ticket. Ability to work at heights. MR Truck Licence. Forklift Licence.




Have limited supervisory responsibilities. There may be a requirement to provide advice and guidance on procedural matters.

Have some direct responsibility for resource management in-line with established procedures and practices.

Incur minor consequences arising from failure to effectively undertake the required work because there are mitigations in place to prevent major consequences occurring.

Work under general supervision Conduct work independently within established procedures and guidelines. Be accountable for the setting of own priorities for completion of allocated tasks and compliance

with set procedures. In some circumstances, be accountable for setting priorities for the work area, monitoring




Be moderately complex to complex in nature and relates to a range of activities. Use interpretation, analysis, and some judgement to select an appropriate course of action. Involve occasional encountering of unfamiliar circumstances which may require some judgement

or technical assistance.







Communication with and provision of information and advice to a range of stakeholders. Applying standard procedures to meet stakeholder requirements and solve stakeholder

problems.


Delivering an effective customer service on routine matters and provide quality accurate and consistent advice.

Representing the work area at internal meetings and external meetings.





Administration

Administrative tasks such as maintaining records and usage of reporting systems. Stock management activities such as receipting and recording goods, organising stock, and

undertaking stocktakes. Maintenance parts management such as searching for and ordering required spare parts,

updating information in maintenance software, and manage scheduled maintenance servicing.


Engage with customers to support orders and distribution of products. Liaison with CLS stakeholders (such as supervisors, maintenance stock suppliers, leading hands,

customer service team members) on product and service delivery activities.


Monitor and communicate targets and outputs and report on performance. Use systems to report machine/equipment/vehicle issues or faults in an accurate and timely

manner. Conduct quality checks on processed linen. Undertake maintenance activities including:

‐ Undertake maintenance of property and equipment.‐ Investigate equipment breakdowns and identify cause and maintenance solution. ‐ Conduct maintenance checks on equipment.

Management and leadership

Provide advice and guidance to junior staff members.


Administration experience in laundry operations. Practical and procedural knowledge across a technical or specialist area, such as experience in

laundry industry or undertaking maintenance functions on industrial laundry plant and equipment.


Ability to, safely and efficiently, operate plant and equipment. Valid Drivers Licence (C-Class).


Confined Spaces Ticket. Ability to work at heights. Trade (mechanical, electrical) MR Truck Licence. Forklift Licence.




Supervise and organise the day-to-day work of a small number of employees or a small team who carry out similar types of work or have team members undertaking similar tasks or who possess similar skill sets.

Have direct responsibility for resource management including administering, monitoring, and reporting.

Incur moderate consequences arising from their failure to effectively undertake the required work.

Work under limited supervision. Follow well defined and detailed policies, technical or professional guidelines and accepted

practice or precedents to achieve specific end results. Make decisions and achieve results based on evaluative judgement and the tailoring of work

methods, interpreting, and adapting existing procedures and practices. Make decisions on a variety of matters and in some cases handle complex or escalated issues

that have a medium to high impact on the work area. In some circumstances, be accountable for setting priorities for the work area, monitoring





or technical assistance. Be mostly stable in effort with occasional exposure to high pressure or extreme demands.


Operating in a changing working environment with exposure to physical and environmental factors which could cause accident, health, or discomfort if not mitigated successfully.

Requires, on occasion, the use of specific physical skills to perform the job requirements.




Communication with and provision of information and advice to a range of stakeholders. Applying standard procedures to meet stakeholder requirements and solve stakeholder

problems. Delivering an effective customer service on routine matters and provide quality accurate and

consistent advice. Representing the work area at internal meetings and external meetings.





Administration

Develop and review procedures and work instructions. Develop and make adjustments to rosters to meet demand or respond to unexpected changes in

demand. Create or update, forms, checklists, and other documentation. Maintain databases (i.e. databases containing stock, customer details etc.) and undertake

document control activities. Produce management reports using MS Word and Excel and CLS business systems. Stock management activities such as coordinating stocktakes, stock control, product testing, and

product level monitoring. Basic financial management activities such as producing invoices and purchase orders, and

processing payments.


Provide managed linen service to customers such as the Canberra Hospital. Coordinate the fulfilment of customer orders. Process customer orders. Respond to customer inquiries.


Undertake Quality Management System audits. Investigate product quality issues. Coordinate quality control activities such as quality checks. Provide written reports on the status of quality and performance issues, outcomes, and

activities. Review timesheets and leave forms for accuracy. Undertake maintenance activities including:

‐ Undertake maintenance of property and equipment.‐ Investigate equipment breakdowns and identify cause and maintenance solution. ‐ Conduct maintenance checks on equipment.

Undertake training activities including: ‐ Develop training materials such as manuals, checklists, and forms.


‐ Coordinate and maintain training schedules and records.‐ Perform competency assessments. ‐ Conduct training and educate staff in the use of systems, policies, and procedures.


Team management including performance and development, staff rostering, and attendance management.

QUALIFICATIONS, SKILLS AND EXPERIENCE Professional, or technical knowledge in a specialist area, across a range of areas. Qualifications relevant to the duties of the position and substantial work experience relevant to

the position. Valid Drivers Licence (C-Class).


Experience in service delivery and operations in a commercial laundry. Operational leadership ability and small team supervisory skills. Sound analytical and ICT skills. Organisational skills. Advanced written communication skills. Experience in customer service. Experience developing complex rosters Relevant training qualification and experience delivering or managing in house training programs

and workplace assessments.










that have a medium to high impact on the work area. Be accountable for developing plans and objectives for short-term tasks and contributing to

business improvement strategies. Be accountable to immediate supervisor and for team outcomes. Be accountable for monitoring related emerging issues, identifying their impact, and conducting

risk management activities within a sphere of responsibility. Contribute to strategic planning for longer-term initiatives. Provide expertise and technical knowledge across a range of activities, providing technical

advice, and ensuring knowledge of and compliance with relevant legislation and policy frameworks.

Be responsible for setting priorities and ensuring quality of outputs for the work area.



or technical assistance. Be mostly stable in effort with occasional exposure to high pressure or extreme demands.






Some level of interaction with and reliance on other team members. Providing advice and support to team members. Occasional reliance on other team members to complete simple and straightforward tasks. Regular interaction with other teams within the organisation. Communication with and provision of information and advice to a range of stakeholders. Applying standard procedures to meet stakeholder requirements and solve stakeholder

problems. Delivering an effective customer service on routine matters and provide quality accurate and

consistent advice. Representing the work area at internal meetings and external meetings.





Administration

Develop and review procedures and work instructions. Create or update, forms, checklists, and other documentation. Maintain databases (i.e. databases containing stock, customer details etc.) and undertake

document control activities. Undertake complex rostering activities. Produce management reports using MS Word and Excel and CLS business systems. Stock management activities such as coordinating stocktakes, stock control, product testing, and

product level monitoring. Basic financial management activities such as producing invoices and purchase orders, and

processing payments. Assist with business development activities such as marketing.


Coordinate the fulfilment of customer orders. Respond to customer inquiries and resolve customer issues. Conduct customer visits.


Undertake Quality Management System audits. Investigate product quality issues. Coordinate quality control activities such as quality checks. Provide written reports on the status of quality and performance issues, outcomes, and

activities. Undertake maintenance activities including:

‐ Undertake maintenance of property and equipment.‐ Oversee maintenance works, ensuring they are completed to a high standard. ‐ Investigate equipment breakdowns and identify cause and maintenance solution.


‐ Conduct maintenance checks on equipment.


Team management including performance and development, staff rostering, and attendance management.

Manage contractors undertaking maintenance works.


Professional, or technical knowledge in a specialist area, across a range of areas. Substantial knowledge and understanding of related principles, techniques, and practices

necessary to perform the role requirements. A well-developed understanding of relevant statutory, regulatory and policy frameworks applied

to a variety of interrelated activities and solutions to a range of problems in the role. Valid Drivers Licence (C-Class).


Experience in service delivery and operations in a commercial laundry. Operational leadership ability and small team supervisory skills. Sound analytical and ICT skills. Organisational skills. Advanced written communication skills. Relevant trades qualification.










that have a medium to high impact on the work area. Be accountable for developing plans and objectives for short-term tasks and contributing to

business improvement strategies. Be accountable to immediate supervisor and for team outcomes. Be accountable for monitoring related emerging issues, identifying their impact, and conducting

risk management activities within a sphere of responsibility. Contribute to strategic planning for longer-term initiatives. Provide expertise and technical knowledge across a range of activities, providing technical

advice, and ensuring knowledge of and compliance with relevant legislation and policy frameworks.

Be responsible for setting priorities and ensuring quality of outputs for the work area.


Be moderately complex to complex in nature and relate to a range of activities. Require interpretation, analysis, and some judgement to select an appropriate course of action.

There may be occasions where unfamiliar circumstances may require some judgement or technical assistance to be sought.



Operating in a changing working environment with exposure to physical and environmental factors which could cause accident, health, or discomfort if not mitigated successfully.




Some of interaction with and reliance on other team members. Providing advice and support to team members. Occasional reliance on other team members to complete simple and straightforward tasks. Occasional interaction with other teams within the organisation. Communicating and providing advice and recommendations to a wide variety of customers and

external stakeholders to achieve work area goals. Liaising with a range of stakeholders in relation to difficult or sensitive issues, and on moderately

complex to complex policy, project, or operational issues. Consulting and advising internal and external stakeholders, anticipating, and responding to their

needs and expectations. Representing the agency by promoting its interest at community and cross-agency levels and

undertaking a representation or presentation role on behalf of the immediate work area. Providing customer or client service on routine matters and more complex issues.


Administration

Deliver a specific business service activity such as project, procurement, human resource management, or financial administration.

Contract management, including maintaining relationships with suppliers and ensuring contractual obligations and performance indicators are met.

Develop operational policies, processes and procedures related to the work area the role is operating within.

Oversee and contribute to the production of management reports using MS Word and Excel and CLS business systems.


Liaise with a range of internal and external stakeholders on operational matters related to the work area the role is operating within.

Provide relevant subject-matter advice to managers, supervisors, and employees within the business.


Ensure activities within work area are undertaken in line with relevant legislation and policies. Monitor and improve business policies, processes and procedures related to the work area.


Manage organisational projects and programs of work (such as maintenance programs, corporate programs – human resources, projects, procurement etc.). Including scoping, coordination, budget and delivery management, and reporting.

Team management including performance and development and task delegation. Undertake risk management activities including risk identification, determining, and

implementing mitigations, risk monitoring and reporting. Contribute to business planning and strategy activities.



Professional, or technical knowledge in a specialist area, across a range of areas. Substantial knowledge and understanding of related principles, techniques, and practices

necessary to perform the role requirements. A well-developed understanding of relevant statutory, regulatory and policy frameworks applied

to a variety of interrelated activities and solutions to a range of problems in the role. Valid Driver’s Licence (C-Class).


Experience in service delivery and operations in a commercial laundry. Operational leadership ability and small team supervisory skills. Sound analytical and ICT skills. Organisational skills. Advanced written communication skills. Experience in customer service.




Have responsibility for supervising and organising the day-to-day work of a team with diverse tasks.

Manage resources at the business unit level including planning and management of resource allocation, develop appropriate controls, and monitor and adjust plans.


Work under limited direction, using discretion and initiative over a broad area of activity with autonomy in interpreting policy and applying practices and procedures.

Make decisions based on professional judgement and evaluating risk in the context of a complex and changing environment.

Make decisions on a broad variety of matters with a significant impact on own work area and may affect other parts of the agency.

Be accountable developing plans and objectives for short-term tasks and contributing to strategic planning for longer-term initiatives.

Be responsible for providing expertise and technical knowledge across a range of programs or activities, providing accurate and specialised advice, and ensuring knowledge of and compliance with relevant legislation and policy frameworks.

Be accountable for monitoring related emerging issues, identifying impact, and conducting risk management activities within their sphere of responsibility.

Help set priorities and ensure quality of outputs for the work area.


Be complex and involve various activities involving different, unrelated processes/methods. Deal with unfamiliar circumstances, variations in approach and/or sudden changes and depend

on analysis of the issues and the selection of an appropriate course of action from several options requiring sound and evaluative judgement.



Operating in a work environment is stable and mostly consistent. Any exposure or risk from physical and environmental factors in the working environment is preventable.


Some level of interaction with and reliance on other team members. Providing advice and support to team members. Occasional reliance on other team members to complete simple and straightforward tasks. Occasional interaction with other teams within the organisation.


Developing and managing relationships with stakeholders, engaging, and collaborating to achieve outcomes and facilitate cooperation.

Presenting the agency’s position in the context of very complex or sensitive issues to key stakeholders within and outside the agency.

Providing a direct customer or client service and support on complex matters and handling customer complaints and problems.


Administration

Develop and implement business strategies related to the work area the role is operating within. Oversee the development and implementation operational policies. Undertake corporate reporting activities. Undertake a range of business development activities, including:

‐ development of sales and customer relationship strategies‐ identification of new business opportunities‐ development and negotiation of individual sales proposals and contracts.

Analyse and forecast revenue streams, business accounts performance, and external commercial markets.


Liaise with a range of internal and external stakeholders on matters such as end-to-end service delivery capability, and business opportunities.

Represent the organisation at external forums such as industry events.


Ensure activities within work area are undertaken in line with relevant legislation and policies. Monitoring and improvement of business policies, processes and procedures related to the work

area. Manage and report on service delivery performance.

Leadership and management

Provide leadership across the business in promoting high quality outputs and delivery of responsive customer services.

Direct and coordinate staff within a business unit. Risk management activities including risk identification, determining, and implementing

mitigations, risk monitoring and reporting. Contribute to and/or lead business planning and strategy activities. Manage financial and physical resources related to the work area the role is operating within.



Highly developed professional, technical or management knowledge in a specialised area, across a range of areas.

Extensive knowledge of statutory, regulatory and policy frameworks relevant to a field of work, discipline, or functional area.

Operational leadership ability and small team supervisory skills. Sound analytical and ICT skills. Organisational skills. Advanced written communication skills. Experience in customer service. Valid Driver’s Licence (C-Class).




Have responsibility for supervising and organising multiple teams or independent work groups. Have overall responsibility for the organisation including allocation and re-allocation of areas of

work, and the evaluation of activities and working methods. Manage resources at the organisational level including strategic business planning. Incur moderate consequences arising from their failure to effectively undertake the required

work. Work under limited direction, using discretion and initiative over a broad area of activity with

autonomy in interpreting policy and applying practices and procedures. Make decisions based on professional judgement and evaluating risk in the context of a complex

and changing environment. Make decisions on a broad variety of matters with a significant impact on own work area and

may affect other parts of the agency. Be accountable developing plans and objectives for short-term tasks and contributing to

strategic planning for longer-term initiatives. Be responsible for providing expertise and technical knowledge across a range of programs or

activities, providing accurate and specialised advice, and ensuring knowledge of and compliance with relevant legislation and policy frameworks.

Be accountable for monitoring related emerging issues, identifying impact, and conducting risk management activities within sphere of responsibility.

Help set priorities and ensure quality of outputs for the work area.


Be complex and involve various activities involving different, unrelated processes and methods. Deal with unfamiliar circumstances, variations in approach and sudden changes, and depend on

analysis of the issues and the selection of an appropriate course of action from several options requiring sound and evaluative judgement.



Operating in a work environment that is stable and mostly consistent. Any exposure or risk to from physical and environmental factors in the working environment is preventable.


A significant level of interaction with and reliance on other team members. Cooperation and negotiation with team members to solve problems. Reliance on other team members to complete complex tasks.


The potential need to engage in a high-level of regular interaction with other teams within the organisation.

Developing and managing relationships with stakeholders, engaging and collaborating to achieve outcomes and facilitate cooperation.

Presenting the agency’s position in the context of very complex or sensitive issues to key stakeholders within and outside the agency.

Providing a direct customer or client service and support on complex matters and handling customer complaints and problems.


Administration

Develop operational strategies and systems. Oversee the development and implementation operational policies. Ensure efficiency of operational activities such as logistics and production. Analyse and report on production and performance results. Develop change management business cases and implement change initiatives.


Liaise and negotiate with a range of internal and external stakeholders on matters such as end-to-end service delivery capability, and business opportunities.

Represent the organisation at external forums such as industry events.


Manage and report on operational performance. Oversee the implementation of operational policies, processes, and procedures. Ensure operational activities are undertaken in line with relevant legislation and policies.


Provide leadership across the business in promoting high quality outputs and delivery of responsive customer services.

Direct and coordinate staff within a business unit. Provide staff with clear instruction, feedback, and development opportunities. Lead business planning and strategy activities. Set the priorities for a business unit, monitor workflow, and manage staffing resources.


Highly developed professional, technical or management knowledge in a specialised area, across a range of areas.

Extensive knowledge of statutory, regulatory and policy frameworks relevant to a field of work, discipline, or functional area.

Operational leadership ability and small team supervisory skills.


Sound analytical and ICT skills. Organisational skills. Advanced written communication skills. Experience in customer service. Valid Driver’s Licence (C-Class).




Have responsibility for supervising and organising multiple teams or independent work groups. Have overall responsibility for the organisation, allocation, and re-allocation of areas of work and

the evaluation of activities and working methods. Manage resources at the organisational level including strategic business planning. Incur moderate consequences arising from their failure to effectively undertake the required

work. Work under broad direction. Work autonomously with responsibility for setting priorities, developing work programs, and

determining how work is done. Influences the development of policy, procedures, and guidelines. Use significant judgement to select a course of action to manage highly complex or sensitive

issues consistent with established legislation, principles, and guidelines. Make decisions that will be of major significance to the agency and may include the framing and

shaping of policies or the setting of long-term objectives. Make decisions requiring the use of professional judgement, evaluating ambiguous and

incomplete information, factoring risks and being sensitive to the context. Be accountable for determining the strategic direction for the work area and aligning longer-

term planning with agency goals and objectives. Be responsible for providing expertise across a broad range of activities potentially relating to

work of different program areas and ensuring an in-depth knowledge of and compliance with relevant legislation and policy frameworks.

Be accountable for monitoring emerging issues in a field and for identifying impact on agency priorities as well as engaging with risk and undertaking risk management activities for area of responsibility.

Be accountable for multiple business outcomes, and accountable to multiple authorities including immediate supervisor.


Be highly complex and involve a broad range of activities of substantial depth involving significant detail.

Require establishing or developing new information or techniques. Deal with major areas of uncertainty that require critical choices between options. Involve exposure to high pressure or extreme demands and work may occasionally completed in

an intense environment.


Operating in a work environment that is stable and mostly consistent. Any exposure or risk to from physical and environmental factors in the working environment is preventable.



A significant level of interaction with and reliance on other team members. Cooperation and negotiation with team members to solve problems. Reliance on other team members to complete complex tasks. The potential need to engage in a high-level of regular interaction with other teams within the

organisation. Initiating, establishing, and maintaining strong relationships with a broad range of stakeholders,

promoting the agency’s business objectives, and communicating the strategic vision of the agency.

Presenting the agency’s position in the context of highly complex or sensitive issues or contentious information with a range of audiences.

Providing a high level of responsiveness and resolving complex stakeholder issues is a necessary requirement of this role.

Representing the agency in cross-agency, inter-jurisdictional, international, and other forums. Engaging and managing stakeholders through change, resolving conflict, and managing

sensitivities is a necessary activity in this role. Providing support to customers or clients with particularly difficult or complex issues or

complaints.


Administration

Initiate and implement business strategies and systems. Oversee the development and implementation business policies. Undertake business and market research, data collection, analysis, and reporting. Initiate and manage business improvements including cost reduction and production efficiencies

reviews. Prepare executive and ministerial briefings. Oversee business-level financial management activities including budgeting, financial modelling,

reporting and analysis, accounts management, taxation, payroll, and insurance. Initiate and oversee the development of financial plans and funding models. Manage legal risk across a range of areas including contract law and labour law. Oversee a range of procurement and contract management activities.


Represent the organisation at a senior level within government and stakeholder, customer, and supplier engagements.


Maintain, monitor, and report on Government Accountability Indicators.


Lead and manage staff across multiple organisational functions and business units.


Lead business planning and strategy activities. Identify and communicate business priorities. Assist with performance and under-performance management of employees. Manage and monitor high-level business risks (i.e., financial, work health safety, business

continuity, and reputational risks).


Highly developed professional, technical or management knowledge in several specialised areas (i.e. Financial Management, Business Law, and/or Commercial Management).

A relevant tertiary qualification (i.e. Business, Finance, Law). Extensive knowledge of statutory, regulatory and policy frameworks across several disciplines, or

functional areas. Extensive experience in senior management roles.


APPENDIX A – RECOMMENDED WORK VALUE SCORES

The following graph shows the recommended range of work value scores for the classification group. The vertical axis indicates the work value score range (with the minimum work value score being 22 and maximum 110). The horizontal axis displays each classification level, with the table specifying the minimum and maximum work value score for each classification level. Note these scores should be used in conjunction with the guidance provided in the ACTPS Work Value Assessment Tool.


Documents

HOW ARE WORK LEVEL STANDARDS RELEVANT? · Web viewSubstantial knowledge and understanding of related principles, techniques, and practices necessary to perform the role requirements