El 1 Assistant Director

Salary Range: $122,949 - $135,013 + Attractive Superannuation

The Open Arms Client Assist Contact Centre is a dynamic and fast paced 24/7 call centre environment where no day is the same. You will independently lead the Administrative and Operational teams working closely with the Director, Client Assist Contact Centre. As the Assistant Director - Operations, you will have the opportunity to support strategic oversight, business planning and reporting to ensure service delivery is of the highest standard.

The Assistant Director - Operations, is responsible for supporting the Director with managing all service delivery functions, telephony and ICT resources for the 24/7 contact centre environment. The role will contribute to, and be accountable to, the Director Client Assist Contact Centre for managing and coordinating operational and administrative functions that support the delivery of mental health clinical services to Open Arms clients.

The Assistant Director - Operations will be directly responsible for the effective management of ICT and telephony infrastructure ensuring mínimal service delivery disruptions to clients accessing Open Arms services across all service delivery channels. This includes providing technical advice and recommendations to the Director - Client Assist Contact Centre and driving quality improvement projects to improve the service delivery to veterans and their families.

**Duties**
- Provide effective leadership to ensure positive client outcomes and effective service delivery within the Client Assist Contact Centre’s 24/7 environment. Responsibilities include managing service delivery against professional standards of practice, national policies and objectives, and continuous quality improvement requirements.
- Act as the technical lead for Client Assist telephony and ICT infrastructure, including developing and maintaining relationships with relevant business enabling areas to ensure no/mínimal disruptions to services delivery occurs as a result of ICT and telephony infrastructure outages.
- Oversee local workforce management and safe scheduling practises in a 24/7 environment, including stablishing and coordinating a centralised workforce management function for the 24/7 Client Assist environment.
- As part of the leadership team, provide support in key strategic areas, business planning and reporting. Provide support to the Director including the drafting of business cases, action briefs, responses to national office and ministerial requests.
- Facilitate human resource requirements for the Client Assist team, including recruitment, selection and induction activities across both administrative and clinical functions.
- Support the centre’s financial requirements in line with the PGPA Act and Departmental policies, including budget development and maintenance, accruals, financial delegation approvals and acquisitions management. Ensure administrative staff undertake accurate processing of accounts and maintain records of expenditure in line with Departmental policy.
- Work closely with the National Clinical Practice & Improvement Team to ensure operational requirements are aligned and nationally consistent with relevant DVA and Open Arms policies and procedures, including embedding quality improvement principles in practice to align CACC processes and operational functions with national policies and/or standard operating procedures.
- Develop and maintain high value relationships with relevant internal and external stakeholders to ensure effective collaboration to support high quality & efficient delivery of Open Arms services.

**Eligibility**
- Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
- All applicants external to DVA offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

**Mandatory Requirements**
- Qualifications and/or significant previous experience in Leadership/Management;
- Demonstrated experience (5+years) in an operations management or similar role in a 24/7 contact centre;
- Technical expertise working in contact centre environment e.g. Genesys Work Force Management, queue management, and performance reporting.
- Currently hold or ability to obtain a Working with Vulnerable People registration/Working with Children Check

**Notes**

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.