Address
Form of work
Salary- Location: Brisbane, QLD
- Salary Range: $118,220 - $129,820 + Attractive Superannuation
- Contact Officer: Anita McCaffrey 0499 972 553 Anita.McCaffrey@dva.gov.au
The Assistant Director - Clinical Operations, reports directly to the Director Client Assist Contact Centre and is responsible for overseeing and managing the provision of a health and allied health telephony based service that provides clinical intake, escalations services, brief telephone counselling interventions, risk identification and safety planning for veterans and their families who are seeking counselling support.
To achieve this, the Assistant Director - Clinical Operations provides ongoing consultation and advice to clinicians conducting initial assessments, and triage for clients entering the service. This role provides clinical oversight and operational coordination for the Client Assist Contact Centre, in line with the Open Arms’ clinical practice policies and procedures.
The Assistant Director - Clinical Operations role also includes contributing as part of a broader leadership team to the overseeing and coordination of clinicians within a call centre environment as well as being responsible for professional development activities for clinical staff, case consultations, coordinating resources, workforce planning, undertaking continuous improvement and monitoring quality assurance. Awareness of working within a rostered 24 hour telephony environment is an important component to the effectiveness of the role.
The Client Assist Contact Centre is open 365 days per year, 24 hours per day.
Duties
- Provide clinical oversight of initial assessment and triage for clients engaging with Open Arms. This includes the provision of ongoing consultation and advice to clinicians in the intake team. Clinical oversight is especially required in cases with complex needs or where risk is identified. This may require coordination and consultation with Open Arms regions, national office and referrers in relation to clinical assessment and client allocation as required.
- Monitor the delivery of clinical intake and counselling services across the team to ensure consistency, adherence to relevant clinical policy, and administrative procedures. A strong focus should be on maintaining and improving national consistency in clinical activities, including clinical record keeping, and assessment of clinical risk and clients’ needs.
- Manage the development and implementation of Open Arms Intake protocols, procedures and best practices for the provision of high quality, nationally consistent intake service provision. This should include clear triage guidelines and protocols for responding appropriately to identify clinical risk among clients. This will include participating in planning and evaluation activities in consultation with the Director, Client Assist Contact Centre.
- Assist in identifying training and development opportunities of clinical staff. Consider and coordinate professional development for the clinical team.
- Provide expert advice on policy, complex problem solving and issues management for internal and external stakeholders.
- Implement change and manage ambiguity in the workplace
- Apply the principles of cooperative and safe working practices consistent with APS Values and the code of conduct, including the Department’s mission, vision, approach and values.
- Availability to undertake shift work between the hours of 7AM – 7PM, Monday – Friday.
- 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 OR
- Currently hold or ability to obtain a Working with Children check.
- Qualifications as an AHPRA registered Psychologist / Mental Health Occupational Therapist / Mental Health Registered Nurse with full AHPRA registration, OR
- Qualification as a Social Worker eligible for membership of the Australian Association Social Workers (AASW) and eligible to apply for Mental Health accreditation.
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:
