Position:Team Administrator Complaints Management

Position:Team Administrator Complaints Management

Children’s Worker:No

Location:National Office, Wellington

Business Unit:Ministerial and Executive Services

Group:CorporateSolutions

Reporting to:Manager Complaints Management: Insights and Improvement

Issue Date:March 2016

Delegated Authority:Nil

Staff Responsibility:Nil

Our Role

The Ministry of Social Development (MSD) is the lead agency for the social sector. We help the Government to set priorities across the sector, co-ordinate the actions of other social sector agencies and track changes in the social wellbeing of New Zealanders.

The Ministry provides policy advice, and delivers social services and assistance to children and young people, working age people, older people, and families, whānau and communities. We work directly with New Zealanders of all ages to improve their social wellbeing.

We serve over a million people, working out of more than 250 centres around the country. It is likely that every New Zealander will come into contact with the Ministry at some point in their life.

Our work, together with our social sector partners, is essential to achieving a sustainable and prosperous future, where all New Zealanders are able to take responsibility for themselves, be successful in their lives and participate in their communities.

Our Purpose

We help New Zealanders to help themselves to be safe, strong and independent.

Ko ta mātou he whakamana tangata kia tū haumaru, kia tū kaha, kia tū motuhake.

Our Principles

MSD people: All own what we all do | Take responsibility for what we do | Understand our role in the big picture, who can help us and who we can help | Navigate through ambiguity and the opportunity it brings to create better ways of doing things | Act with integrity, courage and transparency | Celebrate our achievements and those of our clients

PositionDescriptionApprovedBy:

The Corporate Solutions group is responsible for providing the majority of corporate and shared services within the MSD corporate operating model. The Corporate Solutions operating model includes embedded corporate services for MSD, shared services and shared governance from MSD to the Ministry for Children Oranga Tamariki, the Social Policy and Evaluation Research Unit (Superu) and the Social Investment Unit (SIU) and a range of transitional embedded corporate functions to Oranga Tamariki. There may be future opportunities to provide corporate services to other agencies across government.

Corporate Solutions brings together the corporate functions of Human Resources (HR), Finance, Procurement Solutions, Information Technology (IT), Communications, Social Sector Accreditation, Ministerial and Executive Services, Claims Resolution, Risk and Assurance, Property and Facilities, Health, Safety and Security (HSS), Legal Services, Information, Privacy, Policy and Practice, Organisational Security Intelligence, and the Information Security Office.

It is responsible for leading the development of integrated capability strategies across the whole of MSD and client agencies and for developing a sector-wide view on organisational policies, practices and issues, with a strong business partnership focus on client centric service, sustainability, providing smart solutions and backing the businesses to succeed.

Business Unit:

• The Official and Parliamentary Information Group
• The Correspondence Group
• Complaints Management Group

Working Relationships

Internal:

• Manager Complaints Management: Insights and Improvement
• Corporate Solutions Managers and staff
• Complaints Management staff
• Managers and staff within Service Delivery
• Other Ministry staff

External:

• Office of Privacy Commissioner
• Office of the Ombudsmen
• Members of the National Beneficiary Advocacy Consultative Group
• Stakeholder Groups
• Community Representatives
• Service providers and suppliers

Key Accountabilities:

• Provides active, day to day administrative support to the Complaints Management team
• Sets up and maintains effective electronic and paper filing systems and procedures, develop new systems as required enabling quick access to information and maintaining databases
• Index, catalogue and store current and non-current information
• Ensures stationery supplies and office equipment are maintained as required
• Operates all systems and procedures in such a manner as to meet Ministry requirements
• Maintains confidentiality of documentation and information as required and as appropriate
• Manage travel arrangements for the Complaints Management team as required
• Manage travel arrangements for members of the National Beneficiaries Advocacy Consultative Group
• Manage the Complaints Management team’s incoming and outgoing internal/external correspondence
• Requisitioning of goods and services through KEA, reconciling accounts for payment/signature and other financial management functions
• Process invoices and maintain financial records
• Manage team assets
• Managing all aspects of setting up newly appointed staff, staff changes and transfers, contract updates and staff induction

• Provides efficient, timely and accurate secretarial services for the Complaints Management team as required
• Co-ordinates logging and tracking of correspondence, word processing, presentation materials, spreadsheets, filing, photocopying and other document processing as may be necessary to support the efficient functioning of the group
• Co-ordinates meetings – to include scheduling, arranging resources, production of agendas, collation of papers, catering, venues as required.

• Ensures that all administration enquiries are managed and responded to in a timely way, in accordance with quality standards
• Compiles and processes data for the Complaints Management team Responds appropriately to requests for information or services
• Ensures requests for resources are dispatched promptly
• Identifies areas for better co-ordination and application of resources
• Builds and maintains networks with key internal and external stakeholders as appropriate
• Contributes ideas for improvement to systems and process simplification to effectively delivery administrative support services

• Undertakes one-off projects and implementing initiatives
• Assists the Manager Complaints Management with administration support

• Works enthusiastically and positively as part of the Complaints Management team
• Participates in the development and operation of projects
• Participates in review of own and others work
• Identify and act on personal learning and development opportunities
• Develop and maintain effective relationships with key partners – members of the NBACG and MSD Managers and staff

Technical/Professional Knowledge and Experience

• Demonstrated experience in providing high-level administration activities and secretarial support activities
• Advanced level of word processing, computer and keyboard skills, including knowledge of excel, email, electronic diary management, internet, graphics, presentation and/or desktop publishing packages are desirable
• Good technical understanding of IT processes and systems
• Experience working with electronic document management systems

• Ability to administer new programmes and procedures
• Excellent attention to detail – checks work for errors/omissions, keeps track of changes, assures all tasks assigned are completed
• Strong client focus – able to establish, build and maintain sound working relationships with both internal and external stakeholders
• Good interpersonal skills
• Strong communication skills
• Highly developed organisational skills – able to prioritise work, develop schedules, identify resources required and work in a systematic, structured way
• Sound problem solving skills particularly in relation to TRIM and other document searches – thinks outside the square
• Reliability, initiative and the willingness to go the extra mile to get the job done

• Welcomes and values diversity, and contributes to an inclusive working environment