POSITION DESCRIPTION Portfolio: Position Title: Location: Grade: Reports to:
Settlement and Asylum Seeker Programs (SASP) Team Leader HSP Various locations 4.1 Relevant Senior Manager SASP
AMES Australia For over 60 years AMES Australia has helped new and recently arrived refugees and migrants to settle in to Victoria. AMES offers much more than just teaching English – we not only work with new arrivals but also with the community, business and Government to develop sustainable and effective settlement solutions for the whole Victorian community. Vision of AMES Australia ‘Full participation for all in a cohesive and diverse society.’ Primary Focus / Purpose of the Role The Team Leader provides professional supervision and operational support to Senior Case Managers, Case Managers Client Support Workers and Orientation Guides. The Team Leader ensures that the Care Teams meet all contractual KPIs within the expected time frames and the appropriate casework models and approaches are utilised. The Team Leader provides support, guidance and troubleshooting assistance to the relevant Program Team and relevant Senior Manager SASP. Primary Duties and Responsibilities Operational Supervise and lead Senior Case Managers (SCMs), Case Managers (CMs), Client Support Workers (CSWs) and Orientation Guides (OGs) through regular case review, provision of professional supervision, de-briefing and support as required in order to ensure quality service delivery and the achievement of relevant KPIs. Arrange and facilitate professional development in consultation with relevant Senior Manager SASP. Undertake task allocation to Senior Case Managers, Case Managers, Client Support Workers and Orientation Guides and monitor outcomes. Provide day to day program and operational support to staff at site and across designated region, including but not limited to induction, mentoring and orientation of new staff and responding to crises as needed. Contribute to the training of staff and organise casual rosters as required. Engage in staff recruitment processes (shortlisting and interviewing) as well as professional performance progress and development processes. Act as a referral point for day to day operational issues. Compliance Management Ensure appropriate service delivery is provided within the approved level of support within relevant programs including timely and accurate completion of tasks and reporting by Senior Case Managers, Case Managers, Client Support Workers and Orientation Guides in line with Program KPIs. Provide a point of contact and liason for relevant Funding Bodies where required. Conduct regular audits of case files in order to ensure a consistent high standard of service is maintained. In consultation with the relevant Senior Manager, ensure adherence to contractual standards of service delivery, quality procedures including clients and staff records. Point of contact for Program Support Officers in relation to outstanding reporting requirements, including but not limited to exits, client satisfaction surveys and interstate transfers.
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Stakeholder Management Participation in service networks as agreed with relevant Senior Manager. Manage key stakeholder relationships to ensure that clients receive the highest standard of service within the most appropriate time frame and to ensure an effective and positive profile of AMES Australia’s Programs. Consult and inform other AMES Australia divisions on Settlement and Asylum Seeker Programs. Meet regularly with key stakeholders to promote SASP and identify any community concerns. Respond to client feedback and complaints in conjunction with the manager. When required, work collaboratively with partners and subcontractors in providing services to the clients.
Actively operate in a manner that improves the customer experience. Ensure compliance with relevant legislation, regulations and contractual requirements and that all duties are undertaken within an effective risk management framework. Comply with relevant OH&S legislation, the AMES Australia OHS Policy and Procedures at all times. Comply with all relevant AMES Australia Policies and Procedures and proactively identify and recommend areas for improvement to the manager as appropriate. Perform other duties as required by the manager that are reasonably incidental to the performance of this role.
Key Contacts Internal:
Senior Managers SASP, Senior Case Managers, Case Managers, Client Support Workers, Orientation Guides, staff in SASP, staff in other relevant AMES Australia Divisions/Porfolios
External:
SASP clients, Funding Bodies, other service providers required to provide services to the client group, relevant sector organisations
Qualifications and Experience Mandatory:
Degree in Business, Management, Social Work, Community Development or related field; and Minimum 3 years’ experience working in the refugee/asylum seeker field
Desirable:
Prior experience in working as a Team Leader ; People Management qualifications
Knowledge and Skills
Demonstrated experience in leading teams and staff supervision in a casework setting, coaching and mentoring coupled with an innovative and effective approach to problem solving Demonstrated experience in managing stakeholder relationships, including collaborative work with volunteers and client communities Proven ability to undertake systemic advocacy and negotiate/implement referral protocols to address priority client needs Effective interpersonal, cross cultural communication and client advocacy skills and the ability to liaise effectively with contract partners, mainstream and settlement service providers as well as refugee and humanitarian entrants and their communities, and volunteers Knowledge of, and ability to lead a team in providing case management through a strengths based approach Knowledge of, and experience in, advanced case management skills and approaches Working knowledge of policies and referral protocols relating settlement services and asylum seeker programs; specialist operating knowledge/experience in one or more service areas such as community health, housing and tenancy, income issues, family/youth services highly desirable Sound understanding of current Commonwealth and State policies related to immigration, settlement, asylum seekers, income support and other relevant social policies and demonstrated ability to respond flexibly to changing policy and program needs Ability to interpret contracts and ensure full compliance with KPIs and Quality Assurance
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Demonstrated experience in working autonomously as well as collaboratively within multi-disciplinary teams to achieve / exceed key performance goals Strong written communication, report writing, word processing, creative problem solving, organisational and time management skills Demonstrated positive values of integrity, reliability, teamwork and professionalism consistent with the AMES Australia Vision and demonstrated commitment to performance management, quality and continuous improvement principles
Other Relevant Information
Staffing Responsibilities Senior Case Managers, Case Managers, Client Support Workers, casual Orientation Guides
Budget Responsibilities - Nil
Applicants for the position must have the right to work in Australia Offers of employment will be subject to a satisfactory Police Check. It is a mandatory requirement for the position holder to have and maintain a current Working With Children Check (for employment purposes). Must hold a current valid Driver’s Licence
AMES Australia is an Equal Employment Opportunity Employer and abides by the Occupational Health and Safety Act. For HR purposes only: ANZCO Code - 139999 Employee Name: Employee Signature: Date:
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