POSITION DESCRIPTION & SELECTION CRITERIA (Interim)
Customer Relations Officer Level 5
REPORTING TO / Team Leader, Manager
WORKING CLOSELY WITH / Customer Relations Team
POSITION(S) REPORTING TO THIS POSITION / N/A
CLASSIFICATION / Level 5(Social, Community, Home Care & Disability Services Industry Award 2010)
OUR AMBITION
To develop as a thriving social enterprise actively participating in our community,
that is the provider of choice for people needing personal, home & community support services in the ACT and region.
Scope and Purpose of the Position
The scope and purpose of the Customer Relations Team (CRT) will be to support prospective and existing customers to maximise service delivery by providing choice and control to customers within a person centred framework. This is in line with the NDIS, Aged Care Reforms and fee for service objectives within the community.
The CRT has specific responsibility for:
- Working within established guidelines and procedures;
- Meeting all KPIs;
- Adhering to established work practices, exercising judgment and initiative where direction is unclear;
- Managing and conducting the assessment process for new customers and review process for existing customers;
- Undertaking responsibility for customers with moderately complex requirements;
- Setting priorities and planning and organisingown work;
- Demonstrating high levels of interpersonal skills to promote cooperation of staff and customers; and
- Maintaining portal access and upkeep.
- Maintaining TCM with real time data.
Position Objectives
- Develop relationships with new customers to negotiate service agreements and develop and design appropriate support plans.
- Based on customers’ goals, develop and arrange straightforward service and support plans.
- Undertake regular reviews and evaluations of those plans.
- Maintain ongoing relationship with customers and respond to straightforward requests and enquiries from customers.
- Develop and maintain a wide knowledge of DUO services and their costs.
- Coordinate with service delivery teams to ensure appropriate delivery of straightforward support plans.
- Communicate to service delivery team ALL changes to Services.
- Provide advice to service delivery team to assist with the appropriate provision of support workers and contractors.
- Detailed working knowledge of relevant community networks and external services.
- Maintain working knowledge of community groups, service providers and other agencies relevant to customer group.
- Use appropriate DUO database and record management systems to maintain case notes, plans and required documentation.
- On call phone responsibilities as required.
Key Performance Indicators
- To be developed.
Selection Criteria
- Relevant industry qualifications and customer service experience.
- Demonstrated high level awareness of issues affecting the disability, aged
community and mental health sectors. - Demonstrated experience using databases and record management systems to
undertake reporting, documentation and administrative tasks, including service
records and billing. - Demonstrated high level written and verbal communication.
Required Qualifications / Experience & Licences
- Customer service experience (minimum 2 years)
- Certificate 4/Diploma and work experience (minimum 2 years)
- Working with Vulnerable People card
- Annual police check
- Driver’s licence
Review Process for this Position
- A three month probation period with review, followed by a performance development
review on the anniversary of appointment and annually thereafter.
M/HR/Position Descriptions/Restructure/Customer Relations Unit/Officer Level 5
Version: 07/16