Residential Care Rights T/A Elder Right Advocacy

Position Description

Role Title:Operation Manager (OPSM)

Employment Status:Full-time

Reports To:Chief Executive Officer (CEO)

Positions Responsible for:Advocate Advisor x 4

Regional Advocates x 4

R&D Locum x 1

Location:Melbourne/Regional Offices

(with some state and interstate travel as required).

Salary:In accordance with “Social, Community, Home Care and Disability Services Industry Award 2010 -Level 7

(ability to salary packaged in accordance Public Benevolent Institutions)

Level 7A person employed as a Social and community services employee at this level will operate under limited direction and exercise managerial responsibility for various functions within a section and/or organisation or operate as a specialist, a member of a specialised professional team or independently

Vision – To support and uphold the rights of people accessing aged and community care services across Victoria.

Organisational Values

Respect – We treat people with fairness and courtesy; listen and communicate honestly and clearly; seek to understand others’ perspectives, experiences and contributions.

Integrity – We are trustworthy and do what we say we will do; are professional in our dealings with others; stay true to our values even when it is difficult to do so.

Collaboration – We help each other as colleagues and work co-operatively to achieve positive; share our knowledge, expertise and skills; involve people in decisions that affect their lives.

Inclusive – We seek people’s input and involvement for a better outcome; recognise and value people’s diversity, equality and human rights; have empathy for people and seek to understand their perspectives.

Empowerment – We provide each other and our clients with accurate, useful information; support each other and our clients and each other to understand rights and options; take ownership of problems and seek to find solutions that work for the common good.

Responsiveness – We are approachable and take pride in what we do; care about our clients and each other and pay attention to what is being said; clarify our client’s needs and requests for assistance and our colleagues needs for information sharing and case discussion.

Organisational Overview

ERA has been established to deliver the National Aged Care Advocacy Program (NACAP) to older people and their family and friends (or prospective consumers) of aged and community care services within the state of Victoria. NACAP services are governed by the (Draft) National Aged Care Advocacy Framework – Version 2.

ERA is a member organisation of Older Person’s Advocacy Network (OPAN). OPAN currently consists of nine member organisations, delivering NACAP within their state or territory jurisdiction.

Purpose of the Role

The Operations Manager (OPSM) in partnership with the CEO and the Business Manageris responsible for the leadershipand the service provision of Residential Care Rights (T/A Elder Rights Advocacy (ERA)). Together, with the Board, the CEO and the OMCMare to ensure that ERA’s leadership and culture is values driven.

The OPSM will lead and support the advocacy/education team by building and maintaining continuous quality improvement in advocacy/information/education activities as articulated in the creation, implementation and maintenance of a Quality Management System. This will include the provision of planned and targeted information and education sessions, and high quality advocacy support to ERA clients to ensure that clients are sufficiently informed and empowered to make their own choices and have their rights and interests respected and upheld.

The OPSM reports to and works closely with the CEO, and maintains a collaborative and productive working relationship with all other team members within ERA to achieve ERA’s strategic goals.

The OPSM is responsible for the development and implementation of the advocacy operations plan and continuous improvement action plans with the advocacy team; represents ERA at information/education sessions and events and maintains a professional manner.

Key duties include promoting and ensuring:

  • Deliver high quality advocacy assistance and support;
  • Support, develop, coach and mentor advocacy team members and volunteers to enable them to achieve the operational goals as a strong and cohesive professional team;
  • Identify gaps in services and opportunities for practice improvements;
  • Promote and support strong trusting relationships between clients, families and the team;
  • Develop effective working relationship and open communication with key stakeholders;
  • Demonstrate empathy and compassion towards ERA’s client group;
  • Represent ERA at conferences, forums and reference groups;
  • Deliver flexible relevant and responsive services; and
  • Utilise best investment of available resources in providing a cost effective service.

Leadership

  • Uphold ERA’s vision and hold self and others accountable through living ERA’s values in every aspect of ERA’s work.
  • Provide assistance and support in the development and adherence to ERA’s Strategic, business and operational plans.
  • Work collaboratively to share and generate ideas and solutions in a supportive team environment.
  • Actively participate and contribute to regular leadership, team and key stakeholder meetings.

Advocacy and Support

  • Ensure timely high quality advocacy support and representation services meet client needs in accordance with ERA’s Advocacy Framework, vision, values and standards.
  • Lead and support action research projects relating to the provision of high quality services for clients and their families.
  • Provide input into policies, systems and procedures relating to advocacy services and other projects.
  • Continually review and refine advocacy procedures and develop, implement and monitor quality improvement strategies which support the growth and development of ERA.
  • Represent ERA at conferences, workshops and networking activities to promote ERA’s activities.
  • Deliver high level workshops and information/education sessions relating to ERA’s services.
  • Provide input into funding performance reports.

People and Culture

  • Lead and co-ordinate the advocacy team whilst ensuring that organisational and individual goals are achieved.
  • Provide direct professional supervision and support to the advocacy team.
  • Supervise and support advocates via weekly team meetings which includes case allocation, review and closure; monthly 90 day plan reviews, quarterly and annual performance reviews and professional development plans to enable the team meets its identified performance and goals.
  • Ensure that KPI’s are achieved by the advocacy team and individuals.
  • Identify training and development needs of the advocacy team and ensure they are budgetedfor and implemented on an annual basis.
  • Participate in all Advocate recruitment processes and make recommendations for engagement.
  • Ensure all advocacy team membershave the opportunity to be onboarded appropriately in their first 90 days.
  • Support students and volunteers as required.

Teamwork and communication

  • Support, coach/mentor the advocacy team to enable the team to meet identified goals in the strategic, operational and individual plans.
  • Facilitate advocacy team meetings and advise the leadership team of emerging issues.
  • Identify training and development needs of the advocacy team including deliver of advocacy information and education training as required.
  • Resolve any workplace conflict in a professional manner and through the processes outlined in ERA policies and procedures.
  • Work positively and communicate effectively within a team environment to achieve service excellence.
  • In consultation with the CEO provide input into funding submissions and other relevant reports and inquiries.
  • Report systemic issues and trends through submissions and networking activities.

Continuous Improvement

  • Responsible for the creation, implementation and maintenance of a Quality Management System meeting Accreditation Standards.
  • Ensure that all statutory requirements are being met or exceeded (eg local, state and federal legislation, funding agreements and any other relevant legislation and regulation).
  • Contribute to the continuous improvement of all policies and procedures that support the inclusion and participation of clients.
  • Promote and model reflective practice to all ERA team members and demonstrate an ongoing commitment to continuous improvement.
  • Contributes to and leads the implementation ofWorkplace, Health and Safety activities in the organisation to ensure compliance in accordance with the Victorian Occupational Health and Safety Regulations 2017. (Business Manager to take the lead)
  • Undertake internal working groups to progress activities across the advocacy team.

Administration and Documentation

  • High level usage of Microsoft Office or equivalent programs to perform the duties.
  • Ensure all documentation is accurate and complete in a professional and timely matter.
  • Ensure accurate and timely information of all client contact (i.e. initial, allocation, review, case management and case closure) by ensuring that all information is recorded on the database in real time.
  • Plan and mange time effectively to complete tasks and meet deadlines.

Personal and Professional Development

  • Continue to develop professionally and personally to meet the changing needs of the position and the organisation.
  • Actively participate in the organisation’s performance review and professional development process.
  • Attend training sessions as identified through the performance review and professional development process, or as identified by the CEO.
  • Maintain up to date knowledge of relevant legislation and government requirements which impact on this position.

Behaviours

  • Demonstrate empathy and compassion towards ERA’s client group.
  • Demonstrate commitment to ERA and to maintain a strong work ethic.
  • Demonstrate integrity and trust towards the organisation and its client group.
  • Operate under limited direction while maintaining accountability and working within the organisational framework.
  • Demonstrate an openness to learn from others, take on board constructive feedback and provide solutions.
  • Demonstrate a high level of judgement when faced with complex situations.
  • Demonstrate a willingness to undertake reflective practise for self-development.

Demonstrated Abilities

  • Proven ability to lead a team in geographically dispersed environments.
  • Knowledge of and experience in working with Aboriginal and or Torres Strait Islanders, Australian South Sea Islanders, Lesbian, Gay, Bisexual, Transgender and Intersex people and people from Culturally Diverse backgrounds and CareGivers.
  • A high level understanding and experience in human resource management
  • Proven leadership and motivational skills.
  • Ability to participate in a working environment governed by the policies, systems, procedures and regulations which impact on this position (egPrivacy, Human Resource Management, Workplace Health and Safety, Equal Opportunity, Anti-Discrimination, Disability and Code of Conduct).
  • A high level of ability and knowledge of advocacy practices and application in the 3rd sector.
  • High level communication skills both written and verbal inclusive of facilitation and presentation skills.
  • Ability to strategically network, support, foster and maintain partnerships with key stakeholders.
  • Awareness of the issues with impact on older people and their families
  • Knowledge of aged & community care reforms, aged & community care system and legislations.
  • Proven ability to manage a budget.
  • At least 3 years experience in operations management.
  • Tertiary Qualification in social work/behavioural science/community services/human services or an equivalent combination of relevant experience, education and/or training.
  • Driver’s licence.
  • Police Check.
  • Working with Children Check.

Remuneration

Negotiation will occur commensurate with experience and other qualifications within Level 7 of the Social, Community, Home Care and Disability Services Industry Award 2010 .

Contract period and conditions

This engagement is ongoing with conditions and review in line with the National Employment Standards. Reviews will occur at 3 months, 6 months, 12 months and then bi-annually & annually.

Conflict of Interest

The successful applicant for this position is unable to represent any aged or community care provider for the duration of their tenure.

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PD: OPSM – 1 Sept 2017 V.1 review annually