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Casual - Moreland City Council

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					                             Position Description


POSITION TITLE:      Citizen Services Officer – (Casual)
POSITION NO:         TBA
CLASSIFICATION:      Band 4
AWARD / LWAA:        Victorian Local Authorities Award 2001

DEPARTMENT:          Corporate Services
BRANCH:              Citizens Service
WORK UNIT:
REPORTS TO:          Citizens Service Team Leader Operations
SUPERVISES:          NIL
PREPARED BY:         Manager Citizens Service

APPROVED BY:         Manager Citizens Service



As an employee of Moreland City Council you are required to observe all
Policies, Codes of Conduct, use and wear personal protective clothing and
equipment (where applicable) and follow work instructions and relevant
regulations.




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1. ORGANISATIONAL CONTEXT

Background

The municipality of Moreland was created in 1996 and is located to the north of Melbourne and
is bounded by the Merri Creek, Western Ring Road, Moonee Ponds Creek and Park Street.

Moreland has a population of approximately 135,000 with just over one third of residents born
overseas, mostly from non-English speaking countries. Nearly 45% of households speak a
language other than English at home. Hence Council’s motto is “Moreland: One Community –
Proudly Diverse”.

Moreland has established itself as a visionary local government that is committed to responsive
and effective service to the Moreland community.

Council is dedicated to providing services of the highest quality to its community through
partnership with its staff. Moreland City Council is focused on creating a sustainable future
through strong financial management, community support and environmental management.

Citizens Service is a professional team dedicated to courteous and efficient service to all
members of the Moreland community.

The team supports three service outlets, Coburg, Brunswick and Glenroy and the contact centre
for Moreland City Council based at Coburg.


2. POSITION OBJECTIVES:

   Provide high quality of service to Moreland’s diverse community.
   Attend to citizen enquiries, both in person and by phone, in a courteous and informative
    manner.
   Provide an efficient, effective and accurate cashiering and receipting function, ensuring
    citizen focused service, in dealing with the receipt of monies from ratepayers and general
    public.
   Resolve resident issues as appropriate
   Provide support to internal departments of Council as agreed
   Enter requests and complaints to councils CRS system regardless of the source e.g. email,
    SMS, forms or over the counter.


3. RESPONSIBILITIES AND DUTIES:

CSO’s are expected to provide a professional service to the community. They are also
expected to be champions of service for the organisation and to provide leadership in
community response and assistance
PD – Citizens Service Officer


Contact centre Duties:

   Answer all calls through the contact centre accurately in a courteous manner in accordance
    with Council policy.
   Respond to enquiries from all sources including SMS, web, email, fax and phone
   Assist citizens with a wide range of enquiries, information and advice relating to Council
    services.
   Resolve citizen issues where appropriate and delegated to do so
   Enter all codes to the call centre software as required
   Guide residents through the website
   Manage email and eCRS requests and complaints

Counter Duties:

   Receive visitors to Council in a polite and courteous manner and where necessary, issue
    visitors passes and advise appropriate staff of their arrival.
   Assist citizens with a wide range of enquiries, including:
         o Factual and up to date information, not requiring technical judgment;
         o Standardised answers to regular or topical questions; and
         o Receiving and following up complaints for all Council activities
         o Accurately recording all requests, complaints and feedback
   Receive and process payments from citizens, for example rates and infringement payments.
   Receive inwards goods such as courier deliveries etc.
   Resolve citizen issues where appropriate and delegated to do so
   Respond to the queue management system as rostered
   Assist staff with system problems relating to cashier functions

Systems Development:

   Display a willingness to assist in the development and improvement of various systems,
    including Branch systems, to provide efficient and effective procedures including:
        o Using computer and technology systems to maximize efficient responses; and
        o Collecting statistics and other information as required

Team Work:

   Participate in team meetings, including monthly team meetings held after hours on a
    weeknight. Part time staff members are expected to attend 50% of all team meetings and
    full time staff to attend a minimum of 80%.
   Give and receive assistance to and from team members in order to complete tasks and
    provide a high level of service to staff and citizens.
   Give and receive feedback to and from team members in order to improve the level of
    service to staff and citizens.
   Attend training and staff development activities as agreed both on a team and an individual
    basis
   Support new staff in learning and development as required.




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PD – Citizens Service Officer


4. ORGANISATIONAL RELATIONSHIP:

Reports To:
 Team Leaders - Citizens Service
 Manager Citizen Services

Supervises:
 Nil


Internal Liaisons:
 All council staff
 Councillors

External Liaisons:
 All citizens
 Various community agencies
 All those who have direct contact with Moreland City Council

5. ACCOUNTABILITY, EXTENT OF AUTHORITY AND DECISION MAKING:

Accountabilities:
 Providing responsive, efficient and quality citizens service including:
                Providing accurate and courteous answers contact centre enquiries and
                  public enquiries via the service desks;
                Correctly directing citizens’ enquiries to relevant service areas;
                Accepting and accurately recording citizens’ requests and complaints using
                  Pathway CRS, GIS, ePathway, info@moreland, SMS and other technologies
                  as these are introduced.
                Resolving citizens issues
                The accurate receipt, processing and balancing of citizens’ payments; and
                Maintaining personal safety and the safety of other staff and citizens by
                  following health and safety procedures and policies, and reporting workplace
                  hazards.
                Meeting all performance targets established for the Citizen Services Team
 Provision of above service is governed by procedures and guidelines
 Complying with all standards applicable to Moreland City Council and the Citizen Service
   Unit including dress standards and standards of workplace behaviour

Extent of Authority:

   Authorised to provide information to the public on all matters relevant to the position in
    accordance with procedures and guidelines. The officer should seek clarification from more
    senior staff on any issues requiring investigation or more specialised interpretation.
   Authorised to request additional information from Council staff to fulfill citizens’ requests.
   Authority to prepare standard correspondence for approval by Team Leader/ Manager


Judgment and Decision Making:


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PD – Citizens Service Officer




   Direct all incoming telephone calls and counter enquiries to the correct respondents.
   Determine the urgency of citizens’ complaints and following through according to process,
    procedures and agreed protocols
   Notify Team Leader and/or Manager about any discrepancies in balancing of floats as they
    occur.
   Refer complex issues to Band 5 staff or escalate to Team Leader as appropriate

6. SPECIALIST KNOWLEDGE AND SKILLS:

   Ability to operate a range of communications technology associated with the position
    including a busy switchboard.
   Knowledge of, and ability to, communicate the detail of Council functions, structure, policies
    and initiatives.
   Ability to think clearly and logically under pressure.
   Ability to prioritise demands in a fast-changing environment.
   Ability to handle large amounts of cash accurately.
   Ability to be courteous and tactful to citizens.
   Keyboard and computer skills in relation to information services to the public and the
    recording of citizen requests.
   Proficiency in standard procedures
   High-level technical skills in the systems provided for use by Council.
   Ability to access the Internet for the purpose of obtaining information that will assist citizens.

7. MANAGEMENT SKILLS:

   Ability to manage own time
   Adopt a flexible, adaptable approach to work to meet changing demands and service
    delivery approaches.
   Ability to initiate appropriate organisational action to ensure the citizen receives the best
    possible service.

8. INTERPERSONAL SKILLS:

   An ability to work effectively within a team environment.
   Self-starting and motivated
   Ability to communicate with citizens both by telephone and in person.
   Skilled at gaining the co-operation of other Council staff to respond to Council enquiries.
   Ability to relate to, support and assist our diverse community using interpreting services
    when applicable.
   Commitment to service improvement and personal development.
   Ability to learn new systems and processes quickly
   Ability to prepare standard correspondence and reports for approval by more senior staff




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PD – Citizens Service Officer


9. QUALIFICATIONS AND EXPERIENCE:

   Previous experience in Service and Contact Centre environment (Certificate in customer
    service or related discipline desirable)
   Understanding of computer systems and related applications

10. SELECTION CRITERIA:

   Available to work shifts on weekdays between 8:15am and 5:15pm
   Previous experience in Service and Contact Centre environment (Certificate in customer
    service or related discipline desirable)
   Excellent verbal and written communication skills.
   Ability to learn new systems and processes quickly
   Self-starting and motivated
   Keyboard, systems and computer knowledge to a high standard
   A current Victorian driver’s licence.




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11. PHYSICAL REQUIREMENTS OF THE POSITION

TASK ANALYSIS

In the course of his/her duties, a person in this position may be expected to work in or be
exposed to the following conditions or activities as marked.

Condition/Activity                                   Constant   Frequent   Occasional   N/A

Manual handling weights -above 10kgs                    (   )     (   )       ( )        ()
                               -Below 10kgs             (   )     (   )       ()         ()
Manual handling frequency                               (   )     (   )       ()        ( )
Repetitive manual work                                  (   )     (   )        ( )      ()
Repetitive bending/twisting                             (   )     (   )        ( )      ()
Working with arms above head                            (   )     (   )        ( )      ()
Lifting above shoulder height                           (   )     (   )        ( )      ( )
Using hand tools – vibration/powered                    (   )     (   )        ( )      ()
Operating precision machinery                           (   )     (   )        ( )      ( )
Close inspection work                                   (   )     (   )        ( )      ( )
Wearing hearing protection                              (   )     (   )        ( )      ()
Wearing eye protection                                  (   )     (   )        ( )      ()
Working in dusty conditions                             (   )     (   )        ( )      ()
Working in wet/slippery conditions                      (   )     (   )        ( )      ()
Wearing Gumboots                                        (   )     (   )        ( )      ()
Wearing safety shoes/boots (steel cap)                  (   )     (   )        ( )      ()
Working with                                            (   )     (   )        ( )      ()
chemicals/solvents/detergents
Washing hands with soap (hygiene)                       (   )     ( )          ( )      ( )
Working at heights                                      (   )     ( )          ( )      ()
Working in confined spaces                              (   )     ( )          ( )      ()
Working in chillers (+4 degrees C)                      (   )     ( )          ( )      ()
Performing clerical duties                              (   )     ( )         ( )       ( )
Working on a keyboard                                   (   )     ()          ( )       ( )
Driving cars and/or trucks                              (   )     ( )         ()        ( )
Other (please specify)___Contact centre activities      (   )     ()          ( )       ( )
and travel between sites___________________
PD – Citizens Service Officer




SIGNATURE PAGE


This is to certify that the position description has been drawn up/reviewed by
both employee & Supervisor/Manager.




..................................................................................   Date   /   /
(Staff member’s signature)




..................................................................................   Date   /   /
(Supervisor/Manager’s signature)




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posted:8/6/2011
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