AddressThe 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.
The key duties of the position include
- 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.
