CatholicCare Canberra Goulburn

POSITION DESCRIPTION

Position:Administrative Officer

Reports To:Program Manager Counselling and Therapy Services

Responsible for:-

Location:Blackfriars, Watson

Classification:CatholicCare Enterprise Agreement Level 3

THE AGENCY

CatholicCare Canberra Goulburn (CatholicCare) is the welfare arm of the Roman Catholic Church and has provided services to the Australian Capital Territory and South Eastern New South Wales since 1957.

Today CatholicCare is one of the ACT’s largest providers, assisting over 6000 people per year across the ACT and its regions, through the provision of quality servicesthat include accommodation, respite, aged care, disability, mental health, youth, drug and alcohol, employment, counselling, migrant support and early intervention services. CatholicCare employs around 250 people across the region.

Our Vision

Our vision is for an equitable society where the rights, dignity and worth of all individuals are recognised and promoted.

Our Mission

CatholicCare Canberra Goulburn is the welfare arm of the Archdiocese of CanberraandGoulburn. In keeping with the Catholic Church’s Social

Teachings we uphold the dignity of each personby;

•Providing high quality accessible services thatarealignedwithindividual

needs

•Empowering individuals,couples andfamilies

•Promoting healthy,inclusive communities throughrelationshipsand

collaborationfor the common good

Our Values

Respect - we recognise and provide services that uphold theinherentdignity of each individual.

Stewardship – we use our gifts and resources in a responsible way that helps provide justiceforall.

Solidarity -we commit ourselves to work with others in a way that enables all in our community to share in the common good.

Excellence - we aspire to the highest standards of service for the people we care for, in all that we do and for all in our community

THE PROGRAM-YOUR TEAM

The reception at Blackfriars provides administrative support to all the programs located at the Watson site:CatholicCare’s Better Access Counselling program, Next Step program, Youth, Mental Health, Homelessness & Family Support Services portfolio, Comorbidity portfolio, Choices Portfolio work out of our Watson site.

POSITION PURPOSE AND DESCRIPTION

As part of the reception team you are responsible for quality customer service to all clients and stakeholders of the Portfolios. You will primarily be dealing with clients and administrative duties. A general knowledge of all CatholicCare programs and services is required. The administrative assistance is responsible for responding to initial enquiries from client, stakeholders, staff and the general public and then referring them on as appropriate. The position also provides secretarial and administrative support to program team members, involves managing intake and bookings for the Better Access program and Next Step program by utilising the iaptus data base and the Frontdesk calendar, monitors incoming and outgoing mail and oversees the booking and preparations of meeting rooms. This includes managing the office on a day to day basis.Part of your role is to ensure all enquires are dealt with in a timely manner with respect and privacy.

Effective time management is important in this role, where quite often urgent situations arise and need to be managed as well as ensuring your planned tasks are completed in a timely manner. The position requires an individual who likes being busy, with a ‘can-do’ attitude and dedicated to the service we provide for the vulnerable people in our community.

Main Accountabilities / Performance Outcomes
Building Quality Organisation
  1. Staff are expected to contribute to a safe and healthy workplace environment, as well as to provide service which conforms to agency and government rules and regulations.
  1. Staff are expected, at times, to participate in corporate events, this could be the social club, working groups, committees etc.
/ 1.1Adhere to Work Health and Safety Policies, including participation in a kitchen roster or other practice in your office
1.2Adhere to agency policy and legislation
2.1 Be a positive member of the Watson team
dynamic
2.2 Attendance records at committees
Providing quality Services and programs
  1. Provide clients with a quality customer service
  1. Provide administrative duties
  1. Have good knowledge of other CatholicCare programs and external agencies
  1. Have training in, and be competent in dealing with difficult and distressed clients
  1. Opening and closing up reception and ensure security of building at end of day
  1. Maintaining a safe and welcoming office environment
/ 1.1.Phone contact is to be personable and professional; and provide appropriate information or referral to alternative outside agencies
1.2.Phones are answered within 5 rings
1.3.If the phone rings whilst you have a customer in reception, excuse yourself from the customer, answer phone, place on hold and return to your customer
1.4.Phone messages regarding general enquiries and bookings are responded to within 2 working hours of the message being left on the machine
1.5.Messages are checked at a minimum at 9am, 12pm and 3pm every working day
1.6.All phone messages, faxes and emails for staff are forwarded by email immediately
1.7.Face to face contact is personable and professional
1.8.Procedures are followed regarding collecting of monies, handing out program forms, information packs and service delivery flow chart
2.1. Mail and faxes are placed in staff pigeon holes as they are received
2.2. Incoming faxes are logged in the book next to the fax machine
2.3. Handover form completed and emailed to the Directors, all other admin staff and your in-line manager at the end of each week
2.4 BA & AppointmentReports (Waiting List, Frontdesk Billing etc.) are completed, updated and provided to in-line manager as requested. Next Step daily responsibilities include, checking iaptus, following up on referrals, phone calls,reschedule appointments and cancellations on a daily basis,client bookings, providing the client information kit,printing and posting letters, organising consulting rooms where needed.
2.5. ‘New’ client files are created prior to client’s first visit
2.6 All new files are placed in the relevant clinicians drawers prior to appointments
2.7 Any closed files are to be placed in the Closed Files drawer
2.8 Utilising Frontdeskto generate reports, manage clinicians’ calendar and complete invoicing upon client’s arrival
2.9 Book new and ongoing client appointments via Frontdesk
2.10Accountable for BA Incomes and require daily actioning of FrontdeskPayment Report
2.11Update waitlist and ensure all clients have an appointment booked in
2.12 Send appointment reminder to clients via Frontdesk
2.13 Ensure phone lists are updated as soon as changes occur, and email document to a Director for saving on intranet
2.14 Responsible for ordering of stationary for the office and its off-site programs, which includes:
  • Placing stationary order monthly
  • Email order to a director for approval
  • Receive and check order, and send blue copy to accounts
  • Distribute to programs as per order
  • Stock Stationary Room
2.15 Set up meeting rooms as directed; which includes: arrangement of tables/chairs, turning on heating/cooling.
2.16 Organise catering as required for meetings, events
2.17 Update and maintain BF office key Register
2.18 Handle Petty Cash and acquittal monies procedures
2.19 Handle Taxi Vouchers and acquit as per policy
2.20 Provide secretarial and administrativesupport to program managers and other staff, as directed by your in-line manager
3.1. Attending regular sessions and events where program information is provided and discussed
4.2 Feedback via in line supervision
5.1. At the beginning of the day turn on lights
5.2 Open up the waiting and interview rooms
5.3 Open the car keys box in the stationery room
5.2 Adhere to the Money Handling Policy and procedures
5.3 At the end of the day, ensure waiting and interview rooms are locked up.
6.1 Water plants in the common areas
6.2Ensure water cooler is filled in the waiting room
6.4 Ensure waiting room is neat and tidy daily and as required
6.5 Provide tea/coffee for clients as directed
Sustaining quality external relationships
  1. You are required to provide a professional and quality service to all stakeholders
/ 1.1 Professional communications to all stakeholders
1.2Provide timely response to stakeholders
1.3Feedback and complaints are dealt with as per policy
1.4For extended periods of leave, set up ‘out of office’ email.

COMPLIANCE

  • Privacy Act 1988
  • Discrimination Act 1991
  • Human Rights Act 2004
  • Work Safety Act 2009
  • Work Health and Safety Act 2011
  • QIC Standards
  • CatholicCare Enterprise Agreement 2012-2015
  • CatholicCare Code of Ethics and Conduct

Please note applicable legislation may change during your employment

KEY RELATIONSHIPS/INTERACTIONS

Relationship with Who / Why
Program Manager of Counselling and TherapyServices / Accountability, approval, support, task management, advice
Senior Operations Managers / Providing Accountability, approval, support, advice when manager not available
Directors / Providing Accountability, approval, support, advice when managers not available

PERSONAL ATTRIBUTES REQUIRED FOR THIS POSITION

  • Proven organisational skills and the ability to manage time effectively.
  • Sound written and oral communication skills.
  • Fast learner who thrives on juggling a wide range of responsibilities.
  • Excellent interpersonal skills, complemented by savvy computer knowledge.
  • Can-do attitude, with the ability to be flexible, positive and self-motivated
  • Proven ability to work with confidential situations

SELECTION CRITERIA

  1. Demonstrated high level initiative and strong organisational skills, with attention to detail and the ability to, determine priorities, multi-task and effectively and efficiently meet strict time lines.
  2. Demonstrated commitment to quality client service
  3. Strong interpersonal and communication skills
  4. Advanced Computer Literacy levels
  5. Demonstrated ability to work both within a team environment and independently
  6. Ability to learn quickly and manage change
  7. Working with Vulnerable People Check
  8. Current driver’s licence

STANDARDS TO WHICH PERFORMANCE WILL BE ASSESSED

  • Performance Outcomes
  • Demonstrating CatholicCare’s Vision, Mission and Values
  • Compliance with CatholicCare policies, procedures and practices
  • Compliance with the position description
  • Key Achievements
  • Contribution to the team and the organisation
  • Management and peer feedback

I have carefully reviewed the Position Description and am satisfied that it fully and accurately describes the requirements of the position.

Manager:______

Date:______

I have read this document and agree to undertake the duties and responsibilities as list above.

I acknowledge that:

  • This position description details the accountabilities of the role and provides an indication of the current duties and tasks that I may be required to undertake. Additional or other duties may from time to time be allocated in order to fully meet the responsibilities of the role, team and any organisational objectives.
  • The measures where included in this document are indicative and will be reviewed with me on an annual basis and that my performance will be evaluated against these measures.

Staff Name: ______

Signature:______

Date:______

Created on: 23/12/2013

Reviewed: 16/03/2015 JD

Approved: