Customer Service & Administration

Position Description
Customer Service and Administration

Position title Customer Service and Administration

Position holder Vacant

Program Customer Engagement

Funded by Grampians Community Health

Based at location Ararat

Responsible to • Program Leader Customer Engagement

• Manager Business Services

• General Manager Business Support and Innovation

• Chief Executive Officer

Direct reports • Nil

Award Victorian Stand-Alone Community Health Services (Health and
Allied Services, Managers and Administrative Officers) Multiple
Enterprise Agreement 2018-2022

Classification Clerical Worker Grade C

Hourly rate $26.38 to $27.01

Status Part time

Hours per week 15.2 hours plus additional hours as mutually agreed

PD last updated and April 2022
approved by CEO

Position summary

Grampians Community Health Reception and Administration ensures that all aspects of
reception and administrative duties are performed in an effective, timely and professional
manner to ensure the smooth running of the organisation.

The Customer Engagement Officer provides welcoming, professional and timely initial
contact for all people accessing Grampians Community Health sites; supports Grampians
Community Health staff to ensure the smooth operation of the organisation; and assists to
facilitate the central intake system through identification of initial needs for people accessing
Grampians Community Health programs and/or programs external to Grampians
Community Health.

Key responsibilities

Customer Service

1. Greet all people attending Grampians Community Health in a timely manner by
welcoming, directing and announcing them appropriately.

2. Promote that Grampians Community Health is “The Right Door” to access health services
by providing information to customers about Grampians Community Health programs and
assisting them to find and link them to alternate health services where required.

3. Answer, screen and forward incoming phone calls and provide information as required.

4. Create, maintain and display all relevant site specific/ organisation information, including
working hours, closures etc.

5. Assist to maintain a well-ordered, welcoming reception area.

6. Ensure clients and community members are included in the decision making and work of
Grampians Community Health programs and projects, feedback or complaints.

Position Description
Customer Service and Administration

7. Coordinate Community Car bookings: collect customer bookings, engage volunteer
drivers, book cars and accurately record data.

Staff Support
In consultation with the Program Leader Customer Engagement and Manager Business
Services:
8. Provide general administration support to the Business Services program area.

9. Provide administration support for the Needle syringe Program and Drink and Drug drive
program: collecting customer bookings, entering data into external service portals:
including Trybooking and VicRoads.

10. Provide general administration support to programs where appropriate including, but not
limited to: taking, collating and distributing minutes, sorting mail and deliveries, managing
bookings and keys, photocopying and binding.

11. Provide reception and/or administration orientation for new staff, volunteers and students
as required.

12. Coordinate supervision rosters for relevant staff.

Managing Organisation Systems

13. Manage the ordering and delivery of consumable supplies: stationary, milk, tea and
coffee.

14. Ensure deadlines are met for reports, data collection and client issues.

15. Receive notice and advise appropriate personnel of staff absence

16. Receive and receipt payments via cash/ credit card and providing invoice reports to
finance.

17. Receive, document and distribute Grampians Community Health emails, electronic faxes
and media information as required.

18. Support the Grampians Community Health Central Intake System as required:

• Identify customers initial needs
• Provide customers with appropriate information about Grampians Community Health

programs and other local programs

• Utilise intake systems e.g. Intake Phone Log
• Maintain an excellent working knowledge of the Grampians Community Health

service directory/programs and external services.

Other
20. Grampians Community Health is an NDIS service provider. Your expertise may provide

opportunity for you to work with NDIS participants over and above this role.

21. Provide supervision and support to students as required.

22. Other duties commensurate with current skills and experience as agreed with the
Program Leader, Manager, General Manager or the Chief Executive Officer.

Key selection criteria

Qualifications

• Qualifications and/or experience in administration

Mandatory:

• Proven ability or track record to:
• Assess situations and provide solutions to issues
• Maintain an excellent working knowledge of varied program areas
• Communicate well, and with confidence, to a wide variety of people

Position Description
Customer Service and Administration

• Adapt to process change

Desirable

• Ability to recognise service and policy deficiencies and identify and analyse potential

options or strategies to address these.

Demonstrated skills, experience and/or understanding of:

• Demonstrated attention to detail with well-developed administrative and organisational

skills to effectively manage high volumes of work and determine priorities, meet targets
and deadlines.

• Ability to maintain confidentiality at all times.

• Demonstrated knowledge and application of computer software, including Microsoft

Office and the Internet.

• High level verbal and written communication skills that enable effective and appropriate

communication with a broad range of people at all levels.

• Demonstrated ability to contribute to positive workplace culture and practices.
  

Licences and registrations

• Current Victorian driver licence

• Current National police check (less than 3 months old)
  

Personal attributes

• Ethical and inclusive

• Self-disciplined

• Collaborative and supportive

• Flexible and resilient
  

Conditions of employment

This position is subject to:

• Successful completion of a six-month probationary period

• Full COVID-19 vaccination status from MyGov or Medicare or

• Certified evidence of medical exemption for COVID-19 vaccination
  

And requires the following checks:

• Satisfactory police check
  

Note: Checks must be obtained and provided prior to commencement as a condition of
employment at Grampians Community Health. Where check results are unsatisfactory in
relation to the role to be carried out, the offer of employment will be withdrawn.