ROLE STATEMENT

Centre Support Officer – Community Services Facilities

DEPARTMENT: Community Facilities Sport and Recreation / DIRECTORATE: Community Services / AWARD CLASSIFICATION: Band 4
REPORTS TO: Coordinator Community Services Facilities / ROLES REPORTING TO THIS ONE: Nil / DATE:February 2014
PRIMARY OBJECTIVE(S):
The primary objectives of the position are to:
  • To provide a welcoming, responsive, reliable and customer focused service at Community Services facilities, to ensure community needs are met and corporate standards maintained including facility bookings and maintenance,
  • To liaise with Community Groups in the planning and operation of their events,
  • Ensure that designated Community Services Facilities centres and meeting rooms are in a clean, hygienic and well-presented condition for all functions that are held in order to convey a positive and professional image of the Council to staff and the numerous visitors and users of these facilities.

Key Responsibilities
Key Result Area / Major Activities / Outcome Requirements
Contact at Community Services Facilities /
  • Liaise withpotential hirers/users regarding various aspects of their bookings indicated through Events Perfect, including but not limited to booking details, setup required, facilities available, and Council owned equipment,
  • Advise the Coordinator Community Services Facilities of any specific concerns, requests, circumstances on a day to day basis,
  • Answer inbound telephone calls and respond accordingly to the needs of the enquiry,
  • Process customer/Community work requests using corporate systems,
  • Process email enquiries for venue hire providing information on rates and availability,
  • Assist Community members with enquiriesand suitable venue hire,
  • Distribute mail to internal departments,
  • Respond to customer enquiries, requests and complaints in the prescribed manner and in accordance with performance requirements,
  • Accurately apply all prescribed administration processes and procedures,
  • In conjunction with the Coordinator schedule tours and appointments of all Community Facilities as requested by potential clients,
  • Take ownership of customer enquiries and needs and provide/facilitate appropriate solutions utilising knowledge and relevant systems,
  • Utilise corporate software to capture and monitor bookings.
  • Provide feedback on incorrect or incomplete information in corporate systems to appropriate departments,
  • Undertake administrative duties as directed,
  • Prepare correspondence in relation to customer service enquiries and services (eg: emails, application forms, permits, letters, brochures),
  • Strictly adhere to roster schedules including ‘breaks’ processes,
  • Set up and pack up of rooms as required,
  • Prepare accurate room set up charts to be followed by all staff,
  • Conduct tours of the community facilities when requested by the Coordinator,
  • Provide information and assistance to members of the community.
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  • Centre/Meeting rooms are appropriately set up for client events and functions matched o the booking details in relevant corporate software system,
  • Calls answered within agreed service standards,
  • Follow up calls made to customers within agreed timeframes,
  • Requests are fully and accurately completed to minimise problems for the actioning department,
  • Customer enquiries, requests and complaints resolved promptly and efficiently,
  • Processes and procedures accurately followed and applied,
  • Majority of customer enquiries resolved at first point of contact, without the need for referral to other Business Units,
  • Feedback provided to appropriate staff regarding inaccurate or incomplete information,
  • Bookings for the Centre facilities accurately completed in a timely manner,
  • Administrative duties completed in a timely and accurate manner,
  • Emails and correspondence relating to customer enquires sent in a timely manner to ensure enquiries are resolved as quickly as possible,
  • Customer enquiries accurately recorded,
  • Roster and ‘break’ processes adhered to,
  • All requests are followed through.
  • Room set ups completed in a timely manner with all technical requirements met.

Community Facility Support /
  • Provide courteous, respectful and an engaging welcome to the Centre,
  • Respond to customer enquiries and complaints in the prescribed manner and in accordance with performance requirements,
  • Take responsibility to follow up customer enquiriesand provide/facilitate appropriate solutions,
  • Work from a range of community facilities which may vary from day to day or within the day,
  • Prepare and log Merit reports on Corporate software, e.g. Merit,
  • Administer bookings, registrations and receipt program/course payments,
  • Maintain stocks of public handouts and information, ensuring they are neatly displayed and out of date information is promptly removed,
  • Maintain the customer service areas in a clean and tidy condition at all times,
  • Arrange bookings from the Community and prepare the centre to accommodate scheduled bookings,
  • Ensure that all hiring groups files including liability are current,
  • Support Community usage of the Centre through customer liaison, information and direct assistance,
  • Maintain key register for all facilities,
  • Utilise and wear personal security and duress alarms as provided by Council.
  • In conjunction with Coordinator ensure that all keys and swipe cards issued are registered and returned,
  • In conjunction with Coordinator monitor security camera and video replay when required,
  • Prepare and display charts for room use and set up on a daily basis.
  • To be familiar with all relevant City of Greater Dandenong facilities, emergency procedures, codes of practice and operating procedures.
/
  • Service Centre presentation standards maintained at all times,
  • Service Centres adequately stocked with community information,
  • Contact areas clean and tidy at all times,
  • Support provided at a range of facilities as required,
  • Room setups as Customer requested,
  • Follow through maintenance reports,
  • All correspondence filed,
  • Key register accurately maintained and up to date.

Community and Council Functions Supported /
  • Liaise with hirers/users regarding various aspects of their bookings including but not limited to booking details, setup required, facilities available, catering and Council owned equipment,
  • Ensure that the meeting space is clean and set up ready for functions including the toilets, technical equipment, catering requirements and other specified requirements,
  • Instruct Venue Hirer’s of Council’s requirements in adhering to their Hire Agreement; particularly in regard to equipment supplied by hirers, safety requirements followed, and non permitted activities,
  • Ensure that the room/building is secured at the end of day/function,
  • Check, and where required, clean up the room/building following a function,
  • Advise the Team Leader if hirers have failed to adequately clean up after an event, not met the requirements of the Room Hire Conditions or caused damage to the facility or surrounds,
  • Taking meeting room bookings, facility requests and external functional room bookings.
/
  • Meeting rooms are appropriately set up for client events and functions,
  • Building security is maintained,
  • Clients satisfied with booking service and function support provided,
  • Venue Hirers comply with Venue Hire conditions,
  • Bookings managed in accordance with established procedures.

Hospitality provided /
  • Assist meeting and function organisers in the setup and arrangement of the facility, greeting and care of guests/visitors and other civic facility support required for their functions,
  • Organise refreshments for meetings and functions in accordance with the requirements of the meeting organiser and in accordance with Council policies and guidelines,
  • Maintain security of community facilities by limiting access of guests to only designated areas of the buildings during functions and ensuring all guests have left the building before securing the venues at the end of the functions,
  • Ensure that cutlery, crockery and glassware are cleaned and stored appropriately,
  • Sound system and computer/display equipment setup for events and equipment safely secured following meetings,
  • Maintain an adequate stock of cleaning materials and toilet supplies.
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  • Professional appearance of Community Facilities staff and facilities maintained at all functions,
  • Customer hospitality needs met.
  • Equipment cleaned and stored appropriately,
  • Supplies maintained to an appropriate level,
  • Building security maintained,
  • Stocks are well maintained.

Venues and Meeting Rooms Maintained /
  • Ensure venues are maintained in a clean and safe condition, including floors, kitchen equipment, chairs, tables, toilets and other equipment or surfaces,
  • Ensure meeting rooms are prepared, clean and safe ready for use,
  • Ensure equipment is checked and problems reported,
  • Ensure damage or missing items are reported,
  • Maintain adequate stock of coffee, tea, sugar, stirrers and milk for use in meeting rooms and kitchenettes as appropriate.
/
  • Council facilities maintained in a clean and safe condition,
  • Equipment and supplies ready for use.

Business Support /
  • Promote community facilities, the City of Greater Dandenong and its facilities and programs.
  • Record statistics in relation to the nature and type of customer enquiries on a daily basis or as required.
  • Draft reports, processes to assist in preparing and reviewing Facility manuals and guidelines, procedures and forms.
  • Investigate and research opportunities for business development and service improvements activities and programs.
  • Liaise with program coordinators, trainers, participants as required.
  • Inspect facilities and prepare facility reports for facility condition, cleaning, maintenance and capital improvements.
  • Draft response to correspondence and emails
  • Provide information to users about room hire, programs and activities
  • Administration of the security computer, processing and monitoring of access swipe cars, securing the rooms and building as required.
  • Administration and monitoring of CCTV.
/
  • Engaged patrons and clients feel valued by the City of Greater Dandenong.
  • Utilisation recorded and reports on utilisation of centres drafted.
  • Documents prepared to high standard.
  • Business improvement opportunities identified.
  • Strong communication channels developed.
  • Facilities maintained to high standard.
  • Response drafted in a timely manner.
  • Up- to-date information available and relayed.
  • Security processes followed.
  • CCTV monitored as required.

Personal & Professional Development /
  • Contribute to and actively participate in, all product and skills training with approval from Coordinator,
  • Enthusiastically attend and participate in staff meetings, training days, coaching sessions and professional development.
  • Read all operational communication from Co-ordinator and Manager and relevant business unit liaison officers daily.
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  • Systems and procedures learned and applied on the job,
  • All staff meetings and training days attended (wherever possible),
  • Knowledge of updated and new information.

Financial Services /
  • Provide customers with accurate and consistent receipting services,
  • Execute accurate balancing and banking duties daily as per documented procedures,
  • Ensure accurate and timely administration of monthly invoicing and payments,
  • In conjunction with the Coordinator ensure that all security bonds are returned.
  • Ensure correct allocation of monies to departmental accounts.
/
  • Cash losses minimised,
  • All monies to correct accounts,
  • Cash variances identified and balanced by end of working day,
  • Bond monies monitored and returned consistent with procedure.

Business Improvement & Team Development /
  • Submit, action and implement new processes, procedures and customer service delivery improvements, ideas and suggestions,
  • Provide input into developing procedures for a pro-active approach to determine customer service needs and assist in the establishment of programs to meet these needs,
  • Ensure prescribed service levels and standards are met or exceeded,
  • Foster and encourage a spirit of co-operation and continuous improvement within the Community Services team and with other departments,
  • Foster and promote a culture of achieving high quality and timely outcomes,
  • Foster and develop a working environment that promotes positive attitudes, good team morale and recognises the value and contribution of each member of the team.
/
  • Improved service delivery,
  • Greater customer satisfaction and consistency of information delivery to the community,
  • Minimal rostering changes and appropriate staffing available at all times,
  • Team and inter-departmental harmony maintained.

Business Unit Responsibilities /
  • Undertake Emergency Management duties as required,
  • At all times, maintain the strictest confidentiality regarding ratepayers, customers and employees,
  • Make an ongoing, positive contribution to the Community Services Directorate.
/
  • Assisting in Emergency Management activities and taking responsibility for maintaining the highest levels of confidentiality at all times.

Change Management /
  • Meet the challenges of change as it occurs within the organisation.
/
  • To positively embrace and adopt change as it occurs,
  • Posses a “can do” attitude in order to embrace new tasks and to assist others.

Team Effectiveness & Development /
  • A demonstrated ability to work in a team environment and actively participate as a team member of the Department to ensure a cohesive approach to achieving team and corporate objectives,
  • Support each other in a team environment to recognise individual team achievements,
  • Submission of process, procedure and customer service delivery, improvement ideas and suggestions,
  • Actively participate as a member of the department to ensure a cohesive approach to achieving team and corporate objectives,
  • Support each other in a team environment to recognise individual team achievements.
/
  • A committed and valued member of the team,
  • Team targets achieved,
  • Be a team player and adopt team practices that support a team approach across the organisation,
  • A committed and valued member of the team.

Organisational Requirements /
  • At all times, behave in a manner consistent with personal and professional workplace standards outlined in Council’s Code of Conduct and human resource policies and guidelines (including Human Rights & Equal Opportunity, Prevention of Bullying & Violence in the Workplace, Harassment Free Workplace),
  • To be mindful of the requirements outlined in the Victorian Charter of Human Rights in the provision of service delivery and interactions with work colleagues. Acting respectfully, responsibly and being accountable for actions are fundamental expectations Council has of all employees and managers,
  • Adhere to Council’s occupational health, safety & return to work (RTW) policies & procedures and participate in health & safety training programs and initiatives,
  • To have an understanding of and ability to work with diversity within the workplace and community,
  • Perform other duties as directed within the limits of acquired skills, knowledge and training,
  • Manage Council records in accordance with corporate requirements.
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  • Key and swipe card register fully maintained
  • A committed employee operating within the Code of Conduct and Human Resource policies of the City of Greater Dandenong,
  • An employee who makes a positive contribution to the City of Greater Dandenong whilst respecting the rights of work colleagues and customers at all times,
  • OH&S and RTW responsibilities and authorities fulfilled in accordance with Health & Safety Document Number COS0009 (Management Responsibilities) [WebStar – OH&S-Corporate Policies & Procedures],
  • Corporate records managed to protect personal information and in accordance with corporate requirements.

Overall Position Accountability and Authorities /
  • This position is essentially a ‘doing job’ and incumbents are often the providers of information to clients and/or information and support to more senior employees,
  • The freedom to act is limited by standards and procedures encompassed by the nature of the work assigned to the position from time to time. The work generally falls within specific guidelines, but with scope to exercise discretion in the application of established standards and procedures,
  • Occasionally assisting in the induction of new staff or guiding staff in processes they may not be familiar with or competent in.
  • Contribute information and experiences towards the development of policy and procedures for Community Facilities and more broadly across the Community Services Directorate.
  • Flexibility to ensure that rostering requirements and Centre Support is provided across all City Facilities.
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  • This position is responsible to provide a comprehensive customer service to all clients of Council including accurate and timely referral to other departments as well as to provide support to the Community Facilities Coordinator to maintain the highest standards for the service unit,
  • Although the service is delivered within structured processes and established information systems, officers are expected to utilise initiative to resolve problems and challenges within the Community Facilities unit with the support of their Supervisor and/or Team Leader,
  • Officers are expected to assist in the induction of new staff or the training of team members in new processes or systems including the sharing of individual knowledge and experiences for the benefit and development of the broader team.

Challenges / Key Communications
Undertaking the accountabilities of the position, the position incumbent will overall:
  • The Centre Support Officer Community Service Facilities is required to manage time, and plan and organise their own work including adhering to roster allocations,
  • Empathetically managing customer complaints and sensitively manage customers displaying challenging behaviour,
  • Consistent, conscientious approach towards identifying, achieving and occasionally exceeding customers’ needs and expectations,
  • Satisfying customer requests within the limits of organisational and legislative requirements and Council policies and procedures,
  • Recognising and recommending and drafting opportunities for improvements to business processes, systems and procedures,
  • Have a basic knowledge of personnel practices and be able to provide other team members with on-the-job training and guidance,
  • Have an understanding of the relevant Council and Customer Service software and data systems, procedures and processes used within the service unit,
  • Be proficient in the application of standardised procedures, practices, Acts and Regulations relevant to the role including an understanding of precedents and previous decisions,
  • Have an understanding of the importance of the Community Facilities function across Council as well as the impact it has upon service delivery to the broader community and how this influences the community’s view of Council,
  • Maintain a positive cheerful manner at all times.
  • Travelling between and working in, various locations and understanding the requirements needed at each of the venues and meeting rooms.
/ Communication Skills Required:
  • The position requires the ability to gain co-operation and assistance from clients, members of the public and other employees in the administration of structured customer focused services,
  • The position requires proficient skills in written communication to enable the accurate capture of customer information, the preparation of routine correspondence and reports if required,
  • The position requires excellent skills in verbal communication, both face to face and over the telephone, to enable clarity of messages and information to be understood,
Internal Communications:
  • As required with the Manager, Team Leader,Customer Service Supervisor, and Customer Service Support team,
  • Liaisingon a daily basis with staff from other Business Units for referral and resolution of customer enquiries,
External Communications:
  • Liaising with customers to answer inquiries, provide solutions, offer information and seek feedback from customers,
  • Receiving and processing incoming courier deliveries,
  • Greeting and attending to the requirements of visitors and hirers
  • Liaison with staff from other Government and community agencies for referral of customer requests.

DECISION MAKING / Knowledge, Skills, Experience, AttitudeS
(SELECTION CRITERIA)
Independently:
  • Responds to customer requests,
  • Referrals to other departments,
  • Receipting of monies to correct accounts,
  • Ordering stocks of display material in line with corporate requirements,
With Input:
  • From Centre Coordinator use initiative to find solutions to issues that fall outside the guidelines,
Recommends and Identifies:
  • Improvements to business processes, procedures and systems.
With Guidance from Centre Coordinator:
  • Responds to complex customer requests (with guidance from the Centre Coordinator),
  • Unusual receipting requests (with guidance from Centre Coordinator),
  • Deciding a course of action following a receipting variance (with guidance from Centre Coordinator),
  • Petty cash (Centre Coordinator signed approval),
  • Objectives of the work are well defined,
  • Guidance and advice are always available within the time available to make a choice.
  • Claiming
/ Essential Qualifications and Experience:
  • Minimum of Certificate IV level qualification in Events or Hospitality or Customer Service or related field, along with capability to perform set up and dismantling of Community Facilities venue bookings, including layouts and equipment,
  • Demonstrated availability to be rostered to work across a range of Community Facilities locations on days and at times as required, to best support service needs of clients and the community,
  • Demonstrated experience in roles with direct exposure to front line customer relations responsibilities with a professional and positive attitude to delivering excellent customer service, including ability to identify and manage difficult customers and know when to refer them to others,
  • Demonstrated proficient written and verbal communication skills including awareness of the importance of non-verbal communication, including ability to utilise customer request and information management computer systems and phone technologies,
  • Demonstrated numeracy skills and the ability to handle a cash float, undertake cash receipting and
end-of-day balancing with minimal errors,
  • Demonstrated ability to foster, encourage and build team spirit both within a team and across teams in order to achieve all set team and individual goals, tasks and targets within agreed timeframes, including ability to contribute to continuous service improvements and embrace change,
  • Current Victorian Drivers License,access to use of reliable vehicle, and satisfactory Working with Children Check and Police Check.

POSITION SCOPE / VERIFICATION
Total Staff Supervised:
Nil as a regular requirement.
Budget: $0.00
Staffing: N/A
Operational Cost: N/A
Total: N/A / We certify that the content of this Role and Accountability Statement accurately reflects the overall role and accountabilities of the position;
Prepared By:
GailJohnson, Coordinator Community ServiceFacilities
Dated: February 2014
Manager Approval:
Lynette While, Manager, Community Sport & Recreation
Dated: February 2014
Authorised By:
Mark Doubleday, Director, Community Services
Dated: February 2014
Position Occupant:
………………………………………………………
Dated:

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