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APS6 Redress Quality Lead

4 months ago

Sydney, New South Wales, Australia Onpoint 365 Full time

Our Federal Government client is seeking a dedicated and compassionate Redress Quality Lead

Competitive Rate of $53-$65 an hour

12-month contract with opportunity for 3 extensions of up to 12 months each
Locations:

  • Canberra
  • Batemans Bay
  • Wagga Wagga
  • Wollongong
  • Hobart
  • Perth

DUTIES

  • Perform quality assurance checks
  • Participate in team and individual coaching to improve quality outcomes
  • Monitor, identify and report on quality trends
  • Conduct/contribute to coaching conversations to build staff quality capability across multiple teams
  • Manage the allocation of tasks and focus areas for the section
  • Liaise with Team Leaders to ensure coverage of tasks and duties
  • Support the Assistant Director in operational planning for the team
  • Drive a survivor focused service and continuous improvement culture that empowers and amplifies creativity
  • Monitor and report the achievement of business outcomes, key performance indicators and quality assurance to manage overall performance
  • Prepare clear, concise and comprehensive reports or other written advice within tight timeframes
  • Manage and prioritise workloads for self and others while maintaining a high level of accuracy and attention to detail
  • Interpret relevant program guidelines, legislation and policy frameworks while proactively identifying, documenting and escalating issues and risks



SKILLS

  • Prioritising and managing workloads, undertaking formal and informal training, provide coaching and mentoring for individuals and teams
  • Understands the work environment, initiates, and develops team goals and objectives, strategies and work plans
  • Thinks laterally and identifies, implements and promotes improved work practices
  • Experience and capability in stakeholder engagement and liaison as well as navigating complex situations with multiple, varied stakeholders
  • Experience in application processing, including checking information against legislations, policy or procedures
  • Understanding the importance of privacy in a professional environment
  • Escalation of critical and/or complex issues to Assistance Director and/or Director
  • A high level of emotional intelligence and interpersonal skills to promote and maintain the psychological wellbeing of self, team members and colleagues and ability to recognise and manage own emotions in a sometimes emotional environment
  • Professional, sensitive and clear communication style, which includes written reports, briefings and case notes as well as verbal communication with vulnerable people
  • Behavioural analysis skills, including interpreting emotional and psychological wellbeing of team members and colleagues
  • Collaborative and approachable to staff, peers and other key stakeholders

Reference number:
Profession:Government, Emergency Services & DefenceFederal Government

Company: Onpoint 365
Date posted: 7th Jun, 2024