Business Support

2 weeks ago

Wollongong, Australia ITSOWEL Aged & Community Services Full time

**POSITION DETAILS**

**POSITION TITLE**

**BUSINESS SUPPORT & SCHEDULING OFFICER**

**REPORTS TO **Team Leader

**RESPONSIBLE TO **Executive Officer

**AWARD/GRADE/LEVEL **Social, Community, Home Care & Disability Services

Industry Award 2010

**HOURS **Full-time, 35 hrs/week

**LOCATION **Office - 21 Stewart Street, Wollongong

**DATE CREATED **April 2023

**ROLE PURPOSE**

The _Business Support & Scheduling Officer _is an office

allrounder responsible for providing administrative and corporate support as well as planning and scheduling services for our home care consumers in an efficient, effective and customer responsive manner.

The _Business Support & Scheduling Officer _will have

strong organisational, time management and communication skills.

The specific tasks and duties required will be:

- Working in collaboration with ITSOWEL home care team to ensure outcomes continue to meet the needs of home care consumers;
- Manage and schedule Care Support Worker rosters ensuring that these are set up with consideration to consistency, financial viability, efficiency, fairness and maintaining CSW contract hours. Ensure wise use of resources in terms of travel, company cars and broken shifts.
- Have a highly developed knowledge of the CHSP and HCP Programs
- Providing reliable, informed information to consumers
- Meeting governance compliance as per

Government guidelines

ITSOWEL Position Description, Business Support & Scheduling Officer, created April 2023

**WORKING RELATIONSHIP **The position holds working relationships with:

- ITSOWEL team members
- Consumers

**POSITION LEVEL **Leading self

**KPI’S**

**Community Reach ** *Enquiries are handled immediately with competency
**100% **and correct information*
- A positive image of ITSOWEL is always presented

**Scheduling of services ** *Consumer satisfaction with efficiency of scheduling
*100% Consumer satisfaction with level of communication

**Consumer Satisfaction and Impact ** **Consumer satisfaction with first point of contact**

**90% +**

**People and Culture ** *Competently carry out all tasks
*90% + Work effectively as a contributing member of the team
- Demonstrate excellent work ethics in an open, collaborative and transparent manner
- Commitment to ongoing personal development

**Data Management and Reporting ** *Competently create and maintain data records in line
**100% **with legislation and organisational procedures*

**TASKS AND RESPONSIBILITIES**

**Community Reach ** **Build and maintain positive relationships with clients, service providers and stakeholders**
- Maintain a positive image of ITSOWEL
- Support the community based activities of ITSOWEL, which may include assisting to organise events

**Scheduling of services ** **Coordinate and deliver best practice rostering for home care consumers**
- Amend rosters to cover direct care staff who are unable to work, often at short notice and to ensure consumers receive the required services
- Amend roster to cover new and changed consumer requests, often at short notice
- Communicate to consumers when there is a change of Care Support Worker or schedule has changed

ITSOWEL Position Description, Business Support & Scheduling Officer, created April 2023
- Achieve the above tasks: a. With the maximum of flexibility; ensuring continuity for consumers and responding to

consumer needs; b. Matching CSW skills and experience with consumer need; c. Considering both CSW workload and equityof workload distribution; d. Use logical thinking to plan rosters efficiently to consumer needs. This will include, but is not limited to, ensuring consumer service times meet their needs and are consistent, and that care workers are able to take sufficient breaks within their days, while minimising broken shifts and excessive working hours.
- Ensure CSW rosters are consistent and on-costs

(ie. Travel) are minimised.
- Take specific consumer considerations into account when rostering, including language, preferences and incompatibilities.
- Rostering of company vehicles in a cost effective manner

**Consumer Satisfaction and Impact ** **Respond to customer enquiries, via phone or face to face, in a prompt, courteous and professional manner**
- Answer enquiries in a clear manner providing guidance and correct information
- Represent ITSOWEL in a positive manner by ensuring effective and positive communication with all consumers and stakeholders

**People and Culture ** **Ensure open, collaborative and transparent working relationships with team members**
- Attendance at staff and team meetings as required
- Maintaining a commitment to ongoing personal development and education
- Actively participate in the development of quality improvement processes
- Competently create and maintain all staff, volunteer

**Data Management and Reporting **and Board records in client management system and

relevant folders
- Competently create and maintain sub-contractor

records as per Agreements and guidelines
- Record

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