Position Description Redress Support Services Coordinator HR – PD – Redress Support Services Coordinator – V3.0 Page 1 of 4 Issue Date: October 2018 Review Date: October 2020 THIS DOCUMENT IS UNCONTROLLED WHEN PRINTED Location/s Various Reporting to Regional Manager Direct Reports Nil Level Band D Date Updated October 2018 About the Role The purpose of this position is to support the coordination and development of the Redress Support Service consistent with the Funding Agreement. It will do so by supporting the Contracts and Programs Performance team in ensuring performance, quality and funding requirements are met. This role will also provide support to people who were sexually abused as children while in the care of institutions to access the National Redress Scheme. Key Responsibilities Service Delivery Provide appropriate support to people considering and applying to the National Redress Scheme for people who experienced institutional child sexual abuse. Ensure case management and warm referral processes are undertaken including linkage to other program and services provided by RAQ that may be relevant in a timely manner and in accordance with RAQ protocols, procedures and service delivery standards. Provide clear, accurate and timely information and advice to Redress clients, including access to information regarding the Redress scheme and application process. Provide accessible and client-focused services that consider the complex needs and experiences of people who have experienced institutional child sexual abuse. Show demonstrated understanding of theoretical knowledge of trauma and/or crisis intervention including the impact of the trauma. Provide support, including outreach, to particular cohorts or identified communities to support access to the Scheme. Provide individual or group counselling support throughout the Redress process. Program Coordination Provide first level assistance to clients, internal and external stakeholders in resolving problem calls for Redress related matters. Provide expert advice and assistance to internal stakeholders around Redress specific issues and management of complex cases. Liaise with Family Relationship Advice Line (FRAL) Contact Centre and venue based practitioners to monitor venue waitlists for the program and ensure that clients receive service within specified time frames. Ensure continuity of service for Redress clients where venues are impacted by staff leave or waiting lists for face-to-face services. Assist with the development and provision of in-service and professional training relating to trauma and crisis intervention.
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Position Description Redress Support Services Coordinator
HR – PD – Redress Support Services Coordinator – V3.0 Page 1 of 4 Issue Date: October 2018 Review Date: October 2020 THIS DOCUMENT IS UNCONTROLLED WHEN PRINTED
Location/s Various
Reporting to Regional Manager
Direct Reports Nil
Level Band D
Date Updated October 2018
About the Role The purpose of this position is to support the coordination and development of the Redress Support Service consistent with the Funding Agreement. It will do so by supporting the Contracts and Programs Performance team in ensuring performance, quality and funding requirements are met. This role will also provide support to people who were sexually abused as children while in the care of institutions to access the National Redress Scheme.
Key Responsibilities
Service Delivery
Provide appropriate support to people considering and applying to the National Redress Scheme for people who experienced institutional child sexual abuse.
Ensure case management and warm referral processes are undertaken including linkage to other program and services provided by RAQ that may be relevant in a timely manner and in accordance with RAQ protocols, procedures and service delivery standards.
Provide clear, accurate and timely information and advice to Redress clients, including access to information regarding the Redress scheme and application process.
Provide accessible and client-focused services that consider the complex needs and experiences of people who have experienced institutional child sexual abuse.
Show demonstrated understanding of theoretical knowledge of trauma and/or crisis intervention including the impact of the trauma.
Provide support, including outreach, to particular cohorts or identified communities to support access to the Scheme.
Provide individual or group counselling support throughout the Redress process.
Program Coordination Provide first level assistance to clients, internal and external stakeholders in resolving problem calls for Redress related matters.
Provide expert advice and assistance to internal stakeholders around Redress specific issues and management of complex cases.
Liaise with Family Relationship Advice Line (FRAL) Contact Centre and venue based practitioners to monitor venue waitlists for the program and ensure that clients receive service within specified time frames.
Ensure continuity of service for Redress clients where venues are impacted by staff leave or waiting lists for face-to-face services.
Assist with the development and provision of in-service and professional training relating to trauma and crisis intervention.
Position Description Redress Support Services Coordinator
HR – PD – Redress Support Services Coordinator – V3.0 Page 2 of 4 Issue Date: October 2018 Review Date: October 2020 THIS DOCUMENT IS UNCONTROLLED WHEN PRINTED
Program Development
Assist with process development and implementation for the program in line with recent substantial service agreement changes.
Develop, foster, and maintain relationships with key internal and external stakeholders in the community as part of the case management process.
Provide expert program advice related to service delivery processes, alongside the relevant Program Manager, to both practitioners and senior staff.
Contribute to and/or lead continuous improvement initiatives and projects.
Duty of Care and Legislative Requirements
Maintain confidentiality and duty of care, including identification and assessment of domestic and family violence, child safety, threat of harm to self or others, and other risk factors; and take appropriate steps as required by organisational policy and procedure.
Understand and meet legislative and funding requirements including collecting and recording statistical data in a timely and accurate manner.
Maintain and monitor any perceived Conflicts of Interest as it is critical that support and advice that is given to any client is as independent as possible from any actual or perceived influence from an institution responsible for institutional child abuse.
File and Diary Management
Maintain client files, case notes and risk management documentation as per organisational policy and procedure.
Maintain the client information system to enable effective and informed client bookings.
Supervision and Professional Development
Demonstrate ongoing commitment to participation in supervision and professional development as per organisational policy and procedure.
Be receptive to feedback and apply reflective practice to improve professional development.
Administration and Planning
Where directed assist with the provision of administrative and general office duties.
Contribute to operational planning as requested by the reporting manager.
Other Organisational Responsibilities
Adhere to all organisational policies, procedures, standards and practices.
Act only in ways that advances RAQ objectives, values and reputation.
Other duties, consistent with skills and experience, as directed by the reporting manager.
Core Competencies
Business Acumen Applies knowledge of the business and the industry to advance the organisation's goals.
Inspires Others Creates a climate where people are motivated to do their best to help the organisation achieve its objectives.
Service Excellence Builds strong client relationships and delivers client-centric solutions. Seeks ways to improve outcomes for clients as consistent with RAQ’s Mission, Vision and Values.
Professionalism Gains the confidence and trust of others through honesty, integrity, and authenticity.
Inclusion Interacts with all stakeholders in ways that demonstrate respect of social and cultural differences, and a commitment to challenging attendant social inequities.
Position Description Redress Support Services Coordinator
HR – PD – Redress Support Services Coordinator – V3.0 Page 3 of 4 Issue Date: October 2018 Review Date: October 2020 THIS DOCUMENT IS UNCONTROLLED WHEN PRINTED
About You To be successful in this position you will have:
Required Highly Desired
Qualifications Possession of an appropriate undergraduate tertiary qualification in the social or behavioural sciences.
Possession of, or progression towards attaining a postgraduate qualification is highly desirable.
Experience
Demonstrated experience providing crisis, trauma and victims counselling in a variety of settings, for example individuals, couples, children, young people, families and groups.
Demonstrated experience in applying a case management framework to ensure the effective management of complex cases.
Demonstrated experience in process development and implementation specific to counselling programs.
Demonstrated experience in engaging proactively with and supporting clients of diverse backgrounds (Aboriginal & Torres Strait Islander, Culturally and Linguistically Diverse, low socioeconomic status, people with disabilities and people of diverse bodies, genders and sexualities).
Demonstrated experience in broader stakeholder and community engagement.
Previous experience in providing advice and training to support the management of complex cases.
Knowledge Demonstrated knowledge of theoretical frameworks for providing crisis, trauma and victims counselling and case management in a variety of settings.
Skills
Demonstrated client focus using a high standard of interpersonal communication skills, including the capacity to resolve conflict, problem solve and deescalate emotionally charged situations.
Demonstrated ability to identify customer needs, assess for risks and develop strategies to meet those needs.
Ability to provide expert advice, and assist with training activities, relating to trauma and crisis intervention and case management.
Position Description Redress Support Services Coordinator
HR – PD – Redress Support Services Coordinator – V3.0 Page 4 of 4 Issue Date: October 2018 Review Date: October 2020 THIS DOCUMENT IS UNCONTROLLED WHEN PRINTED
Skills cont’d
Business analysis and process development skills.
Ability to identify opportunities for change and lead continuous improvement initiatives.
Previous experience in managing caseloads and ability to demonstrate excellent time management, attention to detail and prioritising skills.
It should be noted that Position Descriptions are under constant review and may be changed
at any time.
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