Executive Support January 11

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Novacare Incorporated
564 Hunter Street, Newcastle NSW 2300


POSITION DESCRIPTION and KPI's


NAME -
TITLE - Executive Support Officer
DEPARTMENT/AREA Head Office


POSITION PURPOSE

To provide comprehensive, high quality administrative support to the Executive Team.
To support key business functions of the organisation

REPORTING TO


Chief Executive Officer


DIRECT REPORTS

Nil direct reports. Some task delegation to other administrative staff.

SKILLS, COMPETENCIES, QUALIFICATIONS, EDUCATION and EXPERIENCE


Essential
Relevant qualifications in all aspects of office administration;
Demonstrated experience in executive support and/or high level administration;
Demonstrated organisational and time management skills;
Demonstrated ability to manage priorities;
Excellent communication and interpersonal skills;
Demonstrated ability to work as part of a team;
Excellent computer skills;
Current NSW Drivers License.



Desirable
Experience working in a community-based organisation;
Experience in the use of the Total Care Manager (TCM);
Experience in marketing and promotional activities;
Experience in supporting human resource processes.


KEY RELATIONSHIPS

Internal Executive Team: (including) Chief Executive, General Manager, Senior Management Team
and Board; Business Development Coordinator; Risk and Compliance Coordinator; Workforce
Development Coordinator; other Novacare staff.

External - A range of business contacts of the Executive Team. Clients, their families and the wider
community.
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Our Purpose and Mission

Novacare - The People Carers
Novacare is renowned for enhancing the lives of people.
Novacare provides quality services and opportunities to people in need, in order to support
their independence and enjoyment of life in the community.
N

Our Values

Openness and Respect - We value our consumers and staff participation in decision making through
consultation and aim to build trust and long term relationships. We are committed to caring for each other as
individuals as well as provide opportunities for personal growth.

Integrity - We value making dependable choices and decisions, which are soundly based and combined with
consistent and ethical practices. We deliver on our commitments and have a reputation as a trustworthy
organisation. We provide equity of opportunity to clients and staff, and a right of review where ever possible
with regard to our decisions and practices.
Results Driven and Efficiency - We are personally accountable for our individual and collective contributions
to the success of Novacare. We achieve our purpose/mission and strategic plans by focusing on the priorities
and actions that deliver the desired results. We aim to provide value for money in all the services we offer,
recognising the full costs of providing such services.

Service - We treat everyone as we wish to be treated and focus at all times on anticipating the future trends
and needs of our clients. We provide our quality services in partnership with our clients, staff, funding
authorities, external organisations and the community. Everything we do at Novacare is achieved through
teamwork.

How you will be measured in your role

In accordance with Novacare's performance review timetable, you and your manager will review your 'on the job
performance' annually and at other set times during the year. This review will be completed in relation to your
position description and the delivery of your KPI's (Key Performance Indicators). The responsibilities, duties and
KPIs for your role are defined under Novacare's four Key Result Areas, as listed below:

1. CLIENT SERVICES: To provide quality, cost effective care which will enable people to maintain their
independence and live in their own homes in the community of their choice.
2. OUR PEOPLE: To attract and retain staff and volunteers who are caring, competent and motivated to
deliver our services. To increase the skill level of staff and also ensure they are adequately remunerated.
3. OPERATIONS & ADMINISTRATION: To ensure that we provide the most effective facilities and systems
for the provision of services to our clients
4. FINANCIAL & BUSINESS PERFORMANCE: To remain financially viable and provide funds for the
achievement of our client and business goals.
NOTE - Provision has been made in the Position Descriptions for Specific Projects which are one off activities
completed over a period of time (normally less than one year) and not considered to be part the core
responsibilities/duties and KPI's for the current role. Once completed, these Specific Project/s will more than
likely become part of the on going role for the position, unless they do not require management or monitoring.
The signature (at the end of this position description) of the team member and manager acknowledges the
position description and KPI's for this role, and how these KPI's will be measured. A summary of the
responsibilities, duties and KPI's for the role are included in the table below.
Summary of Responsibilities/Duties and KPIs -
KEY RESULTS AREA RESPONSIBILITIES AND DUTIES KPI'S
CLIENT SERVICES 3 7
OUR TEAM 4 8
OPERATIONS & ADMINISTRATION 7 26
FINANCIAL & BUSINESS PERFORMANCE 2 6
SPECIFIC PROJECTS 2 2
TOTAL 18 49






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KEY RESULTS AREA CLIENT SERVICES

Responsibilities and Duties Key Performance Indicators (KPI's)

1. Support the Business Development
Coordinator to ensure a positive public
image of Novacare is presented.

2. Ensure effective communication channels
with stakeholders
1.Stakeholder newsletters published (minimum 4
per year)

2. Website is well-maintained and current.
Website provides accurate and current
information to the community and is aligned
with Novacare marketing strategy.

3. support@novacare, website and other email
correspondence is managed efficiently and
effectively.

4. publications and other documents are published
on time
3. Support the Executive Team by dealing with
relevant customer correspondence, visits
and enquiries including contact with clients,
carer and the wider community.
5. Correspondence with stakeholders is timely,
accurate and professional.

6. Customer enquiries and visitors are handled
well. Customer feedback is positive.

7. Executive team are satisfied with the level and
quality of support provided


KEY RESULTS AREA OUR TEAM

Responsibilities and Duties Key Performance Indicators (KPI's)

1. Co-ordinate a range of activities for the
Executive Team.

2. Provide excellent customer service to the
Executive Team, ensuring the smooth
running of events and operations.

1. Novacare meetings and events run efficiently
and effectively
2. Activities are well planned, well communicated,
and well documented.
3. All communication is positive and
effective.
4. Electronic and paper filing systems are well
maintained.
5. Executive team are satisfied with the level and
quality of support provided
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3. Coordinate activities so that some tasks are
achieved through the work of others.
6. Tasks are well co-ordinated. Relevant tasks are
delegated to other staff. Those staff are
coached and supported to carry out tasks
4. Coordinate communications to Novacare
Staff on behalf of the Executive Team.
7. Communications are well coordinated.
8. Feedback from staff is positive


KEY RESULTS AREA OPERATIONS & ADMINISTRATION

Responsibilities and Duties Key Performance Indicators (KPI's)

1. Support the HR recruitment process.



1. Applications are processed as directed by
Executive Team.

2. Interviews are well prepared and run
smoothly.

3. Reference and pre employment checks are
conducted efficiently.

4. Orientation process is well organised

5. Staff records are updated correctly into TCM
and Staff Details List.

6. Lists and information are well maintained and
current

7. New staff are assisted and well supported

8. Staff employment contracts are prepared,
issued and filed as directed by Executive
Team.

9. Photo ID Cards are issued for staff.
3. Support the training and development
program.
10. An accurate staff training register is
maintained.
11. Workforce information is maintained
accurately in TCM.

12. Information regarding staff development is
prepared and circulated.
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4. Maintain a high quality, relevant directory of
forms.
13. Forms are professionally developed and
issued according to Novacare policy

14. Risk and Compliance Coordinator is
supported to maintain elements of Novacare
Quality System.
5. Administer and support Novacares IT and
Communications System
15. Novacares IT and Communications system
runs efficiently and effectively

16. Service level agreements with outside
providers are well managed

17. Staff are supported with their IT and
Communications needs

18. System documentation is well maintained and
current
19. IT and Communications troubleshooting is
effective and minimises the outsource costs
to Novacare.
20. More complex system maintenance is well
controlled, well coordinated and efficiently
monitored and documented.

6. Support the development and maintenance of
an effective governance system
21. All governance documentation are well
maintained including but not limited to Members
Register, Annual General Meeting, Board
meetings, Board reports, Board correspondence,
and other interactions with the Board.

22. All governance processes are well supported
and coordinated, including but not limited to
Annual General Meeting, Board meetings, board
reports etc.

23. Minutes are accurately recorded and
distributed in a timely manner.


7. Support Novacares Occupational Health and
Safety System
24. Accurate minutes are taken and distributed
25. OHS Management System and OHS records
are well maintained, current and accessible to
relevant parties.
26. Return to work processes and records are
efficiently and effectively managed

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KEY RESULTS AREA FINANCIAL & BUSINESS PERFORMANCE

Responsibilities and Duties Key Performance Indicators (KPI's)

1. Provide administrative support for funding
submissions and grant applications.
1. Undertake research to support funding
application and present relevant information
accurately.

2. Assist in preparation of funding applications.

3. Proof read funding applications as required.
2. Assist in purchasing equipment and
services.
4. Research availability of required
equipment/service.

5. Organise quotes and present to Executive
Team.

6. Coordinate order, delivery and distribution of
equipment/services.



KEY RESULTS AREA SPECIFIC PROJECTS

Responsibilities and Duties Key Performance Indicators (KPI's)

1. Specific projects will be a requirement of
this position as directed by the Executive
Team.
1. Special projects delivered as required
2. Participate in a variety of projects, groups
and committees.

2. Undertake high quality tasks in a timely
manner to ensure work program meets the
required deadlines.

Team Member
Manager
Date
Position Description
Review Date