APS 6 Senior Operations Manager

• Location: Brisbane, QLD
• Salary Range: $93,976 - $106,713 + Attractive Superannuation
• Contact Officer: Anita McCaffrey 0499 972 553 Anita.McCaffrey@dva.gov.au

Open Arms – Veterans & Families Counselling (formerly VVCS) is Australia’s leading provider of high quality mental health assessment and clinical counselling services for Australian veterans and their families. Open Arms are focused on meeting client needs through a combination of proven clinical practices and new and emerging evidence-based approaches.
The Senior Operations Manager (SOM) is responsible for supporting the Deputy Director in managing and coordinating operational and administrative functions that support the delivery of mental health clinical services to Open Arms clients.
The SOM assists in leading the administrative support team to provide efficient and professional support services to the Client Assist Contact Centre, and is also responsible for contributing to the quality improvement framework including the monitoring and reporting of client service standards, resourcing and financial activities.
The clinical support functions within Open Arms supports an extensive mental health service delivery program operating in a 24/7 telephony environment. The occupant of this position should possess strong leadership skills, ability to innovate and problem solve, good communication skills, personal drive and integrity and be able to positively contribute as part of the broader Client Assist leadership team.
Duties

• Assist with workload forecasting, planning, and responding with appropriate updates in response to real time events. Including capacity planning and scheduling of SSOs, Clinicians and ADCOs.
• Performance reporting: Analysis of performance data and preparation and distribution of performance reports for call queues and for agents
• Assist with coordination of administrative and technical functions for the Client Assist Contact Centre, sharing responsibility for the day-to-day operational support of the Client Assist service.
• Facilitate human resource requirements for the Client Assist staff, including recruitment, selection and induction activities.
• Support the centre’s financial requirements in line with the PGPA Act and Departmental policies, including budget development and maintenance, accruals, financial delegation and 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 align operational requirements with national purpose and direction. Embed quality improvement principles in practice to align processes and operational functions with national policy and standard operating procedures.
• Apply the principles of cooperative and safe working practices consistent with APS Values and the Department’s mission, vision, approach and values.

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.
• Currently hold or ability to obtain a Working With Vulnerable People registration
• Currently hold a valid Australian Government Security Vetting Agency - Baseline Security Clearance (or the ability to obtain and maintain a Baseline clearance)

Notes
This recruitment process is being used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.
Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to 18 months.
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.
Successful applicants engaged into the APS will be subject to a probation period.
DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.
DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: