Ict Help Desk Officer

**_Position Description _**
**_Rostering Clerk _**

**_Reports to: _**Regional Scheduling Officer

**_Directorate/Department:_** Business Services/People & Culture

**_Number of direct _**As per Organisational Structure***
**_reports:_**

**_Employment Type:_** Permanent Full-Time

**_Salary/Award _**Level 2 - Social, Community, Home Care and Disability Services
**_Classification:_** Industry Award 2010

Community Living Australia has charitable status for Fringe
Benefits Tax purposes and is therefore able to offer taxation
benefits through salary sacrifice***
- Position Purpose _

The Rostering Clerk is a key member of the rostering/scheduling function, providing support
to the Regional Scheduling Officer. The role ensures appropriate responsive allocation of
resources to meet clients’ service needs, undertaking timely communication with Support
Workers, Clients/Families and other regional teams about changes to rosters or support staff.
- Principal Duties _

Make contact with available Support Workers to fill unplanned vacant shifts (i.e.
personal (sick) leave) to ensure continuity of support

Ensure rosters comply with Award provisions, that there is fair distribution of available
shifts and provide for the welfare and wellbeing of both employees and clients

Ensure shift allocations comply with contract requirements, minimum
training/credentialing requirements and client preferences

Work towards Support Workers being rostered to their capacity

Make contact with clients to ensure effective communication about changes in shifts
times or Support Workers as required

Escalate inability to cover shifts to the Regional Scheduling Officer in a timely manner

Assist with induction for new employees in the Time recording system, provide user
support to existing employees and undertake training as required

Update and maintain the rostering / time recording system to ensure information remains
current and relevant

Assist with the review and authorisation of timesheets daily in preparation for payroll
processing. Escalate timesheet anomalies with Regional Scheduling Officer/
Scheduling/Payroll Coordinator for approval/follow-up as required

In collaboration with Regional Scheduling Officers, create and manage roster
templates to ensure clients and Support Workers have rosters two weeks in advance of
service delivery

Liaise with Scheduling Quality Officer in response to system, procedural or compliance
issues

Participate in the establishment and redesign of procedures to improve the
Scheduling/Rostering processes

Support and assist Regional Scheduling Officer and Scheduling Quality Officer with
scheduling/rostering tasks as required

Assist colleagues to ensure a continuous service is provided by filling in when/where
required

Work collaboratively with peers and colleagues, across the organisation, to achieve
organisational objectives

Demonstrate behaviours that support organisational values and a positive workplace
culture

The responsibilities as specified above may be altered in accordance with the changing
requirements of the position.

**_Core Competency/Capability _**
- (NDS CSS 3) _
- These six core competencies are the capabilities that need to be demonstrated in order for _
- the incumbent to be functional in their role and links to the NDS competency framework _
- Sector & organisation purpose & values _

Working knowledge of a human rights based approach to supporting a person with
disability and the services provided, the individual and community context, and sector
and organisation purpose and values. Applies the approach and values in own work.
- Leadership & teamwork _

Works collaboratively with team members. Organises own workload. Checks own work
and work of others, providing guidance to less experienced staff. Shares knowledge
and information with team members. Able to work with mínimal supervision, knowing
when to escalate issues.
- Communication _

Deals with non-routine enquiries. Uses effective listening skills and seeks, provides
and/or shares information with people appropriately. Can adapt communication style to
meet people’s needs. Able to resolve conflict with assistance. Has a network of internal

and external contacts relevant to the role. Deals with practical issues presenting and
enlists a more experienced person as needed.
- Customer relations _

Assists customers to address their needs and expectations. Has practical knowledge of
supports and services available. Is flexible and suggests alternative service solutions,
provides information or makes necessary referrals. Demonstrates confidentiality and
awareness of diversity in relation to sensitive issues. Assists with building and
maintaining positive relationships with stakeholders.
- Personal accountability _

Adheres to organisation policies & procedures and all relevant government legislation
and relevant standards. Follows detailed and precise work procedures. Evaluates own
work to ensure quality and safety standar