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Position Description

Position Title: Manager – Language Services Reports To: Director – Language, Partnerships & Innovation

Effective Date: December 2017 Responsible For: Senior Booking Office CoordinatorsSenior Interpreter

Budget: $4,000,000

Organisational ContextVicdeaf connects people to the life they want to lead – through ensuring better access, inclusion and equal opportunity.

Vicdeaf is a progressive community business and a leader in services to people who are Deaf, hard of hearing or who experience barriers to participation.

Established in 1884, our commitment is to ensure that our clients and community are able to enjoy the benefits of being able to participate and contribute across all areas of life, including through economic, cultural, social and civic involvement.

Primary Purpose of Role

The Manager – Language Services position leads the delivery of Auslan Connections, Vicdeaf’s language access service, providing leadership and strategic direction for the overall performance, productivity and engagement of our language service. This role will work across the organisation, key stakeholders, clients and our workforce to position Vicdeaf’s language services as innovative, engaged and be the provider/employer of choice. This role will also encompass long-term strategic workforce, quality and service delivery planning, as well as work with the Director – Language, Partnerships & Innovation to drive business growth and positioning.

Vicdeaf Values and Vision

RespectfulWe respect our people, culture, community and historyWe are kind and considerate in our dealings with peopleWe behave in fair and ethical ways

InclusiveWe welcome and engage with people from all backgroundsWe reduce barriers and attitudes that discriminateWe are accessibleWe strive for equality

AdaptableWe embrace and drive change for our clients and communitiesWe are open and flexible to changing needsWe adapt to meet and overcome new challenges

DiverseWe believe our diversity is our strengthOur perspectives drive our organisationWe value different perspectives and culturesWe are culturally and socially aware

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ProgressiveWe are forward-thinkingWe are in touch with the needs – and future needs – of the communitiesWe look for ways to improve the lives of our clients and communities

Vision Our clients and our community live in an accessible, inclusive society with equal opportunity in all areas of life”

Core Strategic Requirements (applicable to all roles)

Positive Working Relationships Cultural and Linguistic Diversity Personal Accountability Innovation/Quality/Continuous Improvement

Support other team members

Share knowledge and information

Build relationships with other teams

Positive approach to conflict resolution

Take an active role in creating a safe and healthy work environment

Auslan skills/willingness to learn Auslan

Flexible and adaptable communication

Be aware of and adapt to cultural & linguistic diversity

Adherence to policies/standards/procedures

Compliance with health, safety and wellbeing requirements

Undertake continuing professional development

Participate in training and personal development activities

Creative and innovative approach to work

Suggest & make changes to improve services

Evaluate own work to ensure effective service delivery

Be proactive in identifying service gaps

Be open and responsive to feedback

Key Outcomes to be achieved

1. Outcome: Contribute to the achievement of Vicdeaf’s strategic objectives Ensure that role outcomes/results are aligned with organisational strategy, integrated with other services and meet client needs

Performance Indicators Work in a flexible and adaptable way to ensure resourceful and efficient service delivery Understand and promote Vicdeaf’s services Consistently provide services that meet client and regulatory requirements



2. Outcome: Strategic Language Services Implementation Develop and deliver strategic initiatives to drive growth, quality and service delivery levels for language services

Indicative time 50%

Performance Indicators Development of a workforce upskilling, retention and expansion plan. Work with key stakeholders, including but not limited to Deaf Services Queensland, VITS, NAATI and ASLIA to drive strategic positioning of Auslan

Connections. Systemic review of current business processes and systems and implementation of strategies for improvement and efficiency. Present strategic recommendations to Director - Language, Partnerships & Innovation, and when required, to the Executive Leadership Group and Senior

Management Team. In liaison with the Access & Service Design team, develop and implement strategies to position Auslan Connections in the NDIA context, ensuring a seamless

participant experience and a streamlined internal process in managing NDIS interpreting assignments. Oversee the management, maintenance and functionality of the Auslan Connections Booking System. Contribute to the Vicdeaf Interpreting Roundtable through quarterly reports outlining progress against agreed strategic objectives and outputs. Development of internal business reports including business cases, proposals and project plans. Working with the Marketing & Engagement team, develop and deliver a marketing strategy for the positioning of Auslan Connections as the provider of choice

for Deaf and hard of hearing people, and the employer of choice for interpreters. Lead tenders and contractual negotiations for language service contracts, and proactively seek opportunities for business growth. Negotiate commercial arrangements and develop and review Service Level Agreements, as required. Ability to drive cultural and organisational transformation from a language services perspective.

3. Outcome: Operational Management Oversee the operational running of Vicdeaf’s language services.

Indicative time 25%

Performance Indicators Act as the primary point of contact between the Booking Office, Staff Interpreters and the Director - Language, Partnerships & Innovation. Proactively resolve issues as they arise and escalate to Director if and when required. Working directly, through the Senior Interpreter, with a large pool of permanent and casual interpreters to ensure that assignments are completed in a timely

and professional manner Work with relevant ICT consultants and Vicdeaf's ICT Manager to identify, test and implement upgrades and fixes to relevant software. Liaise with other Managers and Departments regarding the provision of internal services provided by the language services team. Oversee the management of Vicdeaf's internal interpreting requirements, with a focus on ensuring efficient and quality interpreting services at all levels within

Vicdeaf.



Develop and maintain budgets and operational plans to achieve and monitor the performance of budgets. Liaise with the Finance and HR teams to ensure effective coordination of funding streams including EAF and NDIS funds. Lead negotiations for complex and sensitive interpreting assignments including but not limited to court, conferences etc. Submit monthly reports showing progress against agreed KPIs. Development, implementation and ongoing monitoring of business continuity and disaster recovery. Timely, professional and responsive support and advice provided to Vicdeaf employees. Managers are provided with accurate and timely advice on language services issues and opportunities. Management of the review and roll-out of language services operational policies and procedures and be responsible for their ongoing maintenance, extension

and improvement. Participate in, and when required, lead, project groups.

4. Outcome: Leadership of Language Services Team Provide effective leadership to the team

Indicative time 15%

Performance Indicators Supervision, development, feedback, coaching and leadership is provided to direct reports through formal and informal mechanisms Identify and address staffing issues as they arise, and liaise with staff and Director - Language, Partnerships & Innovation to resolve issues where possible. Identify staff needs in relation to OH&S, stress management, and learning and development training needs. Ensure an effective and positive work environment for the team, measured through informal and formal feedback. Ensure development opportunities are identified and provided to develop skill level and assist with succession planning. Provide mentoring and coaching to the team. Strategic direction is discussed with and communicated to the team and input is sought as required.

5. Outcome: Organisational Contribution Provide effective contribution to the organisation

Indicative time 15%

Performance Indicators Demonstrate organisation-wide visible and collaborative leadership behaviour. Carry out duties in accordiance with Vicdeaf's safety, environmental and quality policy, safety principles, corporate values and strategies. As a member of Vicdeaf's Senior Management Team, proactively contribute to strategic and operational discussions. As a member of the leadership team in the Language, Partnerships & Innovation stream, proactively contribute to strategic and operational discussions, and

represent the Director - Language, Partnerships & Innovation at meetings/events if and when required.

Knowledge, Skills & Experience (critical for successful performance in the role) (Examples include: Depth of experience i.e. extensive knowledge and experience in X, gained through substantial previous practice in Y; Breadth of experience i.e. experience in integrated advice/services across a full range of programs or across the organisation Context i.e. experience gained within a



particular context or sector – understanding and experience in managing X or providing advice in Y) 5+ years of proven people and strategic management experience. In-depth understanding of the language services sector in the context of Auslan and the Deaf community. Experience and understanding of the not-for-profit environment, especially in a deregulated (NDIS) environment. Strong understanding of the National Disability Insurance Scheme. Demonstrated business acumen, including experience in tenders, contract management and financial modelling. Ability to contribute to strategic leadership at a senior level. Sound knowledge of contemporary and innovative service delivery and customer service practices and developments, and the opportunities they present to

Vicdeaf. High level communication, negotiation, research and influencing skills. Experience in managing a team to deliver agreed outcomes. Strong interest in community and people.

Qualifications / Certifications / Memberships (essential to the role) (Examples include relevant qualification, membership of professional body, NAATI certification, Driver’s License, Working with Children Check, First Aid certificate)

Relevant business, management, administration and/or social service qualifications or equivalent. Full Drivers License.

Travel Frequency (Regular, Infrequent, Rare) (Examples include regular travel to assignment location, infrequent travel to client’s homes/other organisations, travel to or working from other offices or locations)

Regular travel to Vicdeaf's offices in both Victoria and Tasmania to provide strategic support and visibility and engagement with all staff. Infrequent interstate travel


Documents

Intake and Referral · Web viewWe reduce barriers and attitudes that discriminate We are accessible We strive for equality Adaptable We embrace and drive change for our clients and