El 2 Director

• Location: Brisbane, QLD
• Salary Range: $142,574 - $160,474 + Attractive Superannuation
• Contact Officer: Karen Humphreys 0448754631 Karen.Humphreys@dva.gov.au

The Director Client Assist Contact Centre is responsible for managing and coordinating the operational and clinical functions within the 24/7 contact centre that supports the delivery of mental health clinical services to Open Arms clients.
The Director of the Open Arms’ Client Assist Contact Centre contributes to the national strategic direction and development of Open Arms services by providing leadership to the Client Assist Contact Centre teams and contributing to the achievement of the national Open Arms agenda. They contribute to, and are accountable to, the Assistant Secretary Clinical Operations Branch for implementing the business and strategic plan in their section, including identification and application of quality improvement activities and local application of Open Arms procedures, Department of Veterans’ Affairs policy, and evaluation of the service delivery offering.
Directors are responsible for ensuring high standards of services to the veteran and ex-service community by the effective management of activities, resources and relationships in their designated section.
All positions have financial delegation in terms of administrative, program and contractual expenditure.
Within the Department of Veterans’ Affairs, Directors are responsible for maintaining strategic relationships with other key business areas, and key external stakeholders in other government departments, including Defence, service providers and ex-service organisations, to maximise the effectiveness of Open Arms services.
Relevant experience in the leadership and management of administrative and clinical teams in a telephony-based contact centre environment is highly desirable.
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, including the Open Arms Quality & Safety Framework, to ensure the delivery of timely, high quality services to the veteran and families community;
• Oversee local workforce management and safe scheduling practice in a 24/7 environment;
• Act as an escalation point for complex case management. Apply independent professional judgement, based on valid and reliable evidence, to resolve complex clinical issues;
• Provide support to the Open Arms Executive in key strategic areas, business planning and reporting, including developing business cases, action briefs, responses to national office and ministerial requests.
• Manage the centre’s financial requirements in line with the PGPA Act and Departmental policies, including budget development and maintenance, accruals, and exercising relevant financial delegation for expenditure approvals;
• Actively champion and drive a holistic and inclusive organisational culture of equity, inclusion, diversity and the APS values, and encourage and recognise high performance, guide leadership capability, and support staff to prioritise their health and wellbeing;
• Provide expert level advice to senior leadership on strategic planning, corporate and clinical risk management, clinical service stream operation, client demand and continuous quality improvement;
• Ensure a robust system of clinical and corporate governance, including clinical support, incident reporting, risk management and client feedback and engagement;
• Monitor client service satisfaction to inform continuous improvement inclusive of assessing and analysing complaints regarding actions of staff and the provision of clear and accurate advice to complainants, internal and external stakeholders;
• Lead and promote an environment of participation and collaboration for service development and improvements within Open Arms through consultation with other business areas within Department of Veterans’ Affair;
• Effectively communicate with and educate internal and external stakeholders in a way that demonstrates a clear understanding of critical issues and inspires commitment from others to achieve departmental strategic direction;
• Act as the Assistant Secretary Clinical Operations Branch as required; and
• Apply the principles of cooperative and safe work practices consistent with APS Values and the Department’s mission, vision, approach and values. Provide and maintain a work environment that is safe and without risks to physical and psychosocial health.

Mandatory Requirements

• Qualifications as a 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. AND
• Working with Children (WWC) and/or Vulnerable People Checks/Clearance

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.

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 to18 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: