Position Description Practice Manager

HR – DOC – Position Description Page 1 Practice Manager

Location/s Virtual Services - Program Delivery

Reporting to Senior Manager Virtual Services

Direct Reports Senior Practitioners and Practitioners

Level Level E – As per the Relationships Australia (Qld) Enterprise Agreement 2014

Date Updated May 2017

About the Role The purpose of this position is to manage Virtual Services (VS) Program Delivery operations, including information, assessment and referral services and telephone mediation services, to meet stakeholder requirements and deliver operational targets. As a member of the VS Leadership Team, this position will act as a focal point within VS for defined programs, lead continuous service improvement initiatives, manage and develop a team of Senior Practitioners and Practitioners.

Key Responsibilities

Operational Delivery Coordinate overall program delivery for assigned program/s ensuring services are client-centered and of high clinical and service quality.

Deliver Program Delivery operations effectively and efficiently for assigned shifts and teams.

Meet service demands by taking timely and effective decisions to flex resources between Program Delivery activities and with other VS streams.

Provide shift supervision support to Program Delivery employees at designate times.

As shift supervisor, provide second level of call escalation on client calls including high risk and Duty of Care (DOC) calls.

Provide rostered, out-of-hours (including 24/7) on-call support to staff.

Operational Planning, Monitoring and Control

In conjunction with the Senior Manager Virtual Services (SMVS), contribute to the development of, and implement, the VS Operational Plan for designated Programs, ensuring RAQ’s strategic objectives are understood by VS employees.

As shift supervisor, assign workforce resources to deliver daily service levels, consulting with the Client Service Manager (CSM) to achieve optimal allocation across VS.

Utilise business information, performance reports, Key Performance Indicator (KPI) trends and real-time metrics to control delivery of Program, Shift and Team services within targeted service levels for client experience, call quality and productivity.

Participate in VS governance mechanisms to review program and team performance, decide improvement priorities and actions, review resourcing plans and capability development initiatives, progress continuous improvement projects and establish and implement plans for program changes.

Routinely monitor and assess team member calls for quality and adherence to standards.

Review call quality assessments for designated programs to ensure measurement consistency across teams.

Position Description Practice Manager

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Organisation Leadership and People Management

Lead the development of a client-focused performance culture in VS through effective leadership of Program Delivery employees.

Manage a team of Senior Practitioners (aligned with program responsibilities) and Practitioners, providing ongoing feedback, mentoring, advice and coaching to support skill development, continuous improvement and increased capabilities through an effective performance management framework.

Provide debriefing support to designated Senior Practitioners and Practitioners, working collaboratively with Senior Practitioners and Clinical Supervisors (CS) to ensure effective management of complex client cases involving high risk and DOC issues.

Oversee all HR responsibilities for direct reports including: recruitment and selection, training and development, performance management, Clinical Reviews, Professional Performance Reviews (PPRs), disciplinary management, Workplace Health and Safety, and Rehabilitation.

Monitor call quality, utilise other call quality information and work collaboratively with CSs to identify and address learning and development needs of direct reports, ensuring that continuous feedback and coaching is provided.

Deputise for other members of the VS Leadership Team as required, including the SMVS and CSM.

As a member of the VS Leadership Team, share collective responsibility for delivering organisational objectives, through active engagement and collaboration with employees at all levels throughout VS and the wider organisation.

Be a role model for effective and positive leadership which is ethical, results driven and future-oriented.

Service Quality Management, Compliance and Continuous Improvement.

Support the SMVS to facilitate and operationalise the agreed processes required for ISO Quality Management Accreditation, including risk identification and management.

Ensure adherence to organisational policies, procedures, service manuals and documents to deliver consistent high-quality client service provision.

Make recommendations to and support the VS Leadership Team in driving key process improvement and service capability development initiatives.

Create and maintain a seamless client experience by identifying and implementing optimal referral pathways from the Client Contact and Administration Centre (CCAC), and through to Venues operations, where appropriate.

Manage client complaints in accordance with procedures and delegated authority.

Periodically review complaints across designated Programs to identify training or process improvement opportunities.

Ensure compliance with legislative and funding requirements.

Promote a culture of continuous improvement by providing regular and ongoing opportunities for employees to give feedback, and through effective communication of continuous improvement initiatives.

Professional Development

Demonstrate ongoing commitment to participation in supervision and professional development as per organisational policy and procedure.

Be receptive to feedback and apply reflective practice to improve professional development.

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Other Organisational Responsibilities

Act only in ways that advances RAQ objectives, values and reputation.

Other duties, consistent with skills and experience, as directed by the reporting manager.

About You To be successful in this position you will have:

Required Highly Desired

Qualifications Undergraduate qualification in Social or Behavioural Science, Social Work, Psychology or Law.

Further tertiary qualifications, professional accreditation or relevant experience in counselling, family dispute resolution or business administration.

Accreditation as a Family Dispute Resolution Practitioner (FDRP) with the Attorney-General’s Department.

Experience Demonstrated success in a leadership role responsible for managing a helpline services or client contact centre operation.

Strong experience in resource planning to optimize service levels and meet organisational targets or KPIs.

Knowledge Strong knowledge of sound operational management practices, particularly in service performance and quality measurement and reporting, including understanding the value of data and metrics to inform service improvements.

Ability to rapidly acquire knowledge of RAQ programs and services.

A strong understanding of Family Law, family dispute resolution and counselling theory and practice, and ability to apply this knowledge to RAQ programs and services.

Knowledge of legislation that RAQ complies with e.g. Family Law Act, Child Protection Act, Domestic and Family Violence Protection Act.

Knowledge of RAQ programs and services including Family Relationship Advice Line (FRAL), Telephone Dispute Resolution Service (TDRS), Gambling Helpline (GHL), ACT Gambling Counselling and Support Service (AGCSS), Victim Counselling Support Service (VCSS), Royal Commission Service (RCS), and Family and Relationship Service (FARS).

Knowledge of standards such as Human Services Quality Framework, ISO: 9001.

Skills Highly developed problem solving and critical thinking skills.

Demonstrated change leadership skills with an ability to identify and implement innovative service improvement initiatives.

Strong leadership and interpersonal skills including the ability to engage

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and motivate others, positively influence organisational culture and provide strong direction.

Ability to utilise Information and Communication Technology relevant to a call centre management environment, such as client information systems (CIS), workforce and quality management systems, and IP telephony platforms e.g. Avaya Aura.

Capacity to engage constructively and respectfully with individuals of diverse backgrounds and abilities to achieve organisational goals and high quality outcomes.

Availability Available for rostered shifts including the weekend, when Practice Leaders are unavailable.

Available to provide out-of-hours on-call support to staff.

It should be noted that Position Descriptions are under constant review and may be changed at any time.