position description
Position:Children’s Worker: / Central Processing Officer
No
Location: / Auckland, Rotorua, Whangarei
Business Unit: / Centralised Services
Group: / Service Delivery
Reporting to: / Service Manager Centralised Services
Issue Date: / March 2015
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
Position Description approved by:
______
Deputy Chief Executive, Service Delivery
Service Delivery
We work together to make a difference for New Zealanders. Whether that’s helping someone get sorted financially so they can study, supporting someone into work, ensuring support is there for someone who can’t work, helping one of our seniors by granting their entitlement to New Zealand Superannuation, or giving New Zealanders confidence that the system they fund is being used by people in genuine need.
We do this through three key groups; Regional Service Delivery, our frontline centres delivering face-to-face services across 11 regions, Contact Centre Services providing client services by phone, and Centralised Services - specialist teams managing processing of support and entitlements.
These three groups are supported by a number of teams, providing operational support, service development, learning and development, analytics and workflow management and engagement expertise.
Whatever part of Service Delivery we work in, we have a role in delivering services and making a difference for more than a million clients.
Purpose of the Position:
The role of the Central Processing Officer is to manage a range of processes for the Ministry. The Central Processing Officer works as part of an effective team to ensure the efficient and competent functioning of Centralised Services.
Working Relationships
Internal:
· Manager Centralised Services
· Service Manager Centralised Services
· Other Centralised Services managers and staff
· Regional contracts team
· Managers and staff from Service Delivery
· Managers and staff from National Office
· Other Ministry staff
External:
· Community groups
· Contracted providers
· Government agencies
· Other agencies
· Clients of the Ministry
Key Accountabilities:
Key Result Area / AccountabilitiesProcessing / · Assesses and processes a variety of transactions including entitlements for clients
· Actions relating to provision of client information is processed with the necessary data recorded and correspondence issued and managed appropriately
· Ensures mail management and administration functions are completed as required
· All actions are completed accurately and within agreed timeframes
· Adheres to systems in place to minimise risk and security breaches
· Collates and analyses processing data to identify patterns and discrepancies
· Escalates issues to appropriate escalation point if required
· Prepares information for review of decisions
· Contributes to any projects and initiatives as and when required
Customer Service / · Ensures all communications are clear and tailored for the audience
· Ensures service excellence for clients and other stakeholders
· Effectively builds and maintains relationships with internal and external stakeholders
· Assesses the information provided by the stakeholder, determines their circumstances and chooses an appropriate course of action
· Completes outbound calling initiatives to clients following a predetermined process
· Arranges appointments with clients as required
· Liaises with other staff and agencies as required
· Ensures the provision of advice is well researched and accurate
· Displays an awareness of individual client’s needs and addresses these needs in accordance with Ministry guidelines
· Writes reports as required that meet the needs of the audience
Information Management / · Maintains accurate and appropriate client records
· Follows required authentication processes
· Prepares written material within MSD guidelines, including letters, emails and facsimiles
· Navigates and manages multiple MSD computer applications
· Accesses information to maintain knowledge of business change and updates.
Knowledge and Awareness / · Maintains awareness of MSD products, services and systems
· Stays abreast of policy, procedure and legislative changes
· Interprets and applies relevant policies, procedures and legislation to work activities
· Maintains an awareness of other relevant agency’s policies and procedures
· Maintains an awareness of organisational strategic direction.
Teamwork / · Participates and contributes to the achievement of the unit and team goals
· Works enthusiastically and constructively as part of the team
· Is flexible and shows initiatives to support the team work requirements
· Encourages and supports other team members and provides advice and assistance as required
· Assists with on the job training as required
· Readily shares information and knowledge
Self-Management / · Manages time to adhere to daily rosters.
· Maintains self-development using available resources, identifies and suggests developmental training needs.
· Maintains business standards for behaviours and professionalism, and adheres to the dress standard.
· Adapts and responds appropriately to on-going changes.
· Manages personal health and wellbeing, including complying to scheduled work breaks and occupational health and safety requirements.
· Works to agreed Central Processing Officer performance measures.
Quality assurance (as required) / · Checks work according to quality assurance plans
· Provides testing / checking of work through sampling and at the direction of management
· Ensures continuous improvements to processes and procedures
· Proactively maintains a service quality improvement culture
· Produces timely and informative reports and analysis of quality results when required
· Prepares analysis of quality trends and issues
· Provides feedback and coaches others based on quality checks and ensures learning takes place, including follow up
· Contributes to projects, workshops and other activities that improve the performance of the Central Processing Unit.
Technical/Professional Knowledge and Experience
· Highly developed interpersonal skills and a demonstrated ability to relate to people at all levels within and external to the organisation· Previous experience and knowledge of processing
· Experience in providing quality customer service
· Experience at a high level in data entry and computing skills
· Analytical skills and ability to extract relevant information
· Excellent written and oral communication skills
· Strong self and time management skills
Attributes/Success Factors
People Skills
Demonstrates strong interpersonal skills.
Communication Skills
Communicates clearly and fluently across all forms of communication.
Partnerships and Relationship Management
Builds a network of contacts both within and beyond Service Delivery
Maximising Knowledge and Application
Uses all resources available in order to deliver successful outcomes.
Being Accountable
Takes ownership for quality of work.
Public Service Integrity
Is committed to serving the people of New Zealand with honesty and integrity.
Other Requirements
· Willing to travel to fulfil job requirements
Central Processing Officer / 2