Client Liaison Worker - Glenroy.pdf

7/23/2019 Client Liaison Worker - Glenroy.pdf

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POSITION DESCRIPTION

Health | Outreach | Community | Employment | Education | TrainingLast updated: 11/11/2015

Promoting Inclusion. Building Resilience. Creating Opportunities

Position Title: Client Liaison Worker

Division: Community Services

Reports to: Executive Manager Community Services

Award Classification: SCHCaDS Award

Supervises: Nil

Time Fraction: Full Time to 30 June 2016

Hours: 38 hours per week

Locations: Glenroy

ORGANISATION CONTEXT

Youth Projects Ltd is a community based organisation managed by an independent expert board. The organisation was established in 1984 to provide arange of support services for young people and families of the northwest suburbs and the central business district (CBD) of Melbourne. It is a registeredcharity.

The organisation provides health, outreach, community, education and training services to individuals experiencing disadvantage, unemployment,homelessness and alcohol and other drug issues.

POSITION CONTEXT:

The Client Liaison Worker role is responsible for delivering a comprehensive range of support, intake and referral services to individuals experiencing a rangeof issues, such as: substance abuse, grief and loss, anger management, mental health. This position will provide support to the Youth Northern OutreachTeam (YNOT) and act as “concierge” in the Glenroy “open space” area referring clients to the appropriate support program within Youth Projects.

POSITION OBJECTIVE:

The Client Liaison Worker will:

Welcome clients at the service and work with clients to explain the services on offer to them

Oversee client intake, referral & allocation (maintain up to date intake systems & processes) for Youth Northern Outreach Team (YNOT) (and theLiving Room as required)

Where required, help manage and/or support client group activities

Maintain accurate client records

Generation of statistics for report / request etc.






Respond to phone queries / correspondence.

Resource management (stationary/forms/information/resources).

KEY RESPONSIBILITIES:

Key Result Area Key Accountabilities Measures

Community andInteragency Relations

Liaise with agencies and staff to ensure all clients are placed /referred to the relevant service program

Ensure all phone queries and correspondence matters are attendedto within a reasonable timeframe.

Liaise with appropriate seniormanagement to ensure clients are placedappropriately.

Resolve enquires effectively.

Professional Standards /Development

Adhere to Occupational Health and Safety Standards within theorganisation.

Demonstrate effective time management to achieve establishedgoals and objectives.

OHS Policy and Procedure are followed

Work requirements are completed intimely manner

Communication Attend team meetings YNOT

Ensure client intake and referral information is accurately recorded

Regular attendance at YNOT teammeetings

Client information is recorded accurately

Leadership and Teamwork Follow work plans and priorities to achieve targets

Support colleagues as required

Provide all required documentation in a timely manner, which mayinclude client contact sheets, evaluations and referrals

Displays ability to priorities workdemands

Displays support for team members

Resources, Assets andSustainability

Ensure documentation processes are in line with organisationalcontractual requirements

Records are accurately maintained

Service Delivery Provide concise intake support to clients using the “open space”

and/or ‘”drop in” services Engage and support clients in the service

Complete AoD Assessments

Ensure all confidential material is filed / archived and recordedaccurately

Demonstrate cultural sensibility, respecting confidentiality and

Draft and repair reports, letters, memos

and other documents as required Accurate recording of all filed / archived

confidential material

Assessments are completed in a timelymanner






dignity, adjusting personal style to respond to differences

Program Management and

Policy Development

Remain informed of organisation and service delivery policies and

procedures apply to the scope of the role. Supports team to achieve required outcome

Participate in the agencies strategic

planning as required Displays support to team

Change andResponsiveness

Applies effective use of technology in service delivery

Maintain a positive approach to change management, remainingresponsive to different ways to working.

Participates in staff performance review

Operate within the organisation’s quality management systemframework, ensuring achievement of quality outcomes.

Participate in annual performanceappraisal with the Executive ManagerCommunity Services

Commitment to quality improvement inservice delivery.

Governance andCompliance

Identify and report operational and OH&S risks, relevant to thescope of role.

Ensure work focuses on the needs of clients

Participate in the development and implementation of service plans,policies, procedures and operational guidelines as required

Achievement of work plans and targets.

Other Duties Undertake other duties in line with the organisation’s vision andmission as requested by the CEO, Executive Manager CommunityServices and Unit Manager YNOT

Measures determined as additionalduties requested.

KEY SELECTION CRITERIA1. Relevant tertiary qualifications, minimum Cert IV in AOD or Mental Health or human service related field (Youth / Welfare Work, Community

Development) but working towards a Diploma2. Demonstrated high level of ability and relevant experience in providing a full range of interventions to effect therapeutic change and manage clients

who present with multiple and complex issues (eg. including crisis presentations, physical health issues)3. Knowledge and sound understanding of the forensic system, mental health services and working within a compliance framework.4. Demonstrated understanding of the principles and practices of Harm Minimisation, Community Development and Harm Reduction especially in relation

to service delivery for groups.5. Previous experience in working within a community health service and general knowledge of health and community services available in Melbourne.6. Highly developed communication and interpersonal skills to effectively liaise, consult and negotiate with a wide range of clients, staff, and senior

management, and service providers.

7. Understand and maintain a professional level of client confidentiality.






8. Good organisational and administrative skills, including ability to priorities workload, meet deadlines and manage a varied workload in a busyenvironment.

9. Demonstrated ability to take initiative in problem solving and judgment.

10. Demonstrated ability to work harmoniously and cooperatively with other people and to work independently at times without supervision.

Highly desirable:

Previous experience in working with disadvantaged populations

Knowledge of community resources with high risk populations.

General understanding and ability to navigate health and support services in Melbourne

Experience and qualifications in delivering health promotion and/or group activities

Knowledge of the Victorian community and social service sector

Other Information

A Probationary period applies to new employees

An Annual Police Records Check is required

Working with Children’s check is required

Salary Packaging is Available

The successful applicant will be required to provide a clear National Police Check and Working with Children Check prior to commencing employment.

Application Details Applicants are requested to submit a full letter of application, including information which addresses the selection criteria in addition to current curriculum vitae. Applications should be submitted by email or post.

Contact Details All enquiries to: Executive Manager Community Services

Address Details:Youth Projects LtdPO Box 112GLENROY 3046

Telephone: 03 9304 [email protected]

mailto:[email protected]



Documents

Client Liaison Worker - Glenroy.pdf