Position overview

The position is situated within Adult Community Mental Health Services (ACMHS), which is a specialist mental health service that provides services for people aged over 18 years. ACMHS is a part of the Mental Health, Justice Health, Alcohol and Drug Services (MHJHADS) division.

ACMHS teams operate across the Australian Capital Territory, adhering to either the Adult Community Mental Health Model of Care or the Older Persons Community Mental Health Model of Care depending on area of practice. ACMHS program area services the community’s mental health needs in the areas of intake, recovery, supported and therapeutic accommodation, therapy, older persons, neuropsychology, assertive community outreach, homeless outreach and intensive home treatment.

Key Responsibilities

Under limited direction of the Team Manager, you will perform administrative duties to support the team. You will:

1. Good customer services skill to provide helpful and professional customer service to people who attend the reception desk or contact by phone, Teams, email or other electronic platforms of communication.
2. Administration skills to be able to provide quality work outputs and organisation of workload.
3. Flexibility to be able to work effectively within a multidisciplinary team.
4. Provide administrative support as operationally required on other teams when there is a requirement to assist with administrative functions and other relevant duties as required.
5. Undertake other duties appropriate to this level of classification as operationally required, such as supporting other teams when necessary to provide administrative functions.

Competencies

Specific competencies include but are not limited to the following:

• Greet customers entering the service either by phone or face to face depending on the position area, and consulting with them to establish their needs and demonstrating respect, sensitivity and confidentiality, providing clear, accurate and relevant information as required.
• Perform a range of administrative and liaison functions as part of a team environment for the Division of MHJHADS and the wider team within the Community Health Centres (when applicable).
• Help new staff or peers in areas where you are recognized as the content expert to train up and assist with team functions and support.
• Examine and analyse complex inwards correspondence and electronic or telephone enquiries for the provision of services in accordance with policies and procedures.
• Enter or update data to modify existing/new database or client records ensuring accuracy and confidentiality in line with organizational policies and procedures and be proficient in DHR and Microsoft suite of products.
• In accordance with Finance procedures receipt and process monetary transactions.
• Perform secretariat functions for the team meetings as required such as Minutes, agendas and documents for discussion. Be proficient in Proact or willing to learn for rostering assistance.

Qualifications and Experience

Specific qualifications and experience include, but is not limited to, the following.

Essential

• Possess current passenger vehicles license.
• Have an understanding of how the National Safety and Quality Health Service (NSQHS) indicators align with this role.
• Experience or knowledge of the CHS Exceptional Care Framework and all other related frameworks.

Desirable

• Proact Training or a willingness to learn once employed in a team that utilizes this rostering platform.

Prior to commencement

Appointment to this position is conditional on being granted and retaining appropriate clearances:

• Undergo a pre-employment National Police Check.
• Comply with Canberra Health Services Occupational Assessment, Screening and Vaccination policy.

Important information

All employees are required to:

• Adhere to the Canberra Health Services Values and the ACT Public Service Code of Conduct.
• Act in accordance and comply with all relevant Safety and Quality policies and procedures.
• Comply with all relevant competency standards.

CHS is leading the drive to digitally transform health service delivery in Australia through the implementation of a territory wide Digital Health Record. Computer literacy skills are required which are relevant to this role as you will be responsible for completing required documentation and becoming a proficient user of the Digital Health Record and/or other Information Technology systems; once proficient, you will need to remain current with changes, updates, and contingencies.

What you Require (Key Selection Criteria)

These are the key selection criteria for how you will be assessed in conjunction with your resumé and experience.

1. Proven ability to consistently display high quality customer service principles, practices and attributes.
2. Sound communication and interpersonal skills in the provision of customer service including the capacity to manage stressful/emergency situations.
3. Experience in a wide range of administrative support functions including financial account processing and the ability to prioritise workloads to meet established deadlines and ability to train and/or coach staff in administration operations.
4. Sound knowledge of the work practices, procedures, guidelines, instructions and relevant computer applications and keyboard operations. While ensuring relevant data retention policies and standards.
5. Demonstrates understanding of, and adherence to, safety and quality standards, Work Health and Safety and the positive patient experience. Displays behaviour consistent with CHS’s values of reliable, progressive, respectful, and kind.

Work environment description

The following work environment description outlines the inherent requirements of the role and indicates how frequently each of these requirements would need to be performed. Please note that the ACT Public Service is committed to providing reasonable adjustments and ensuring all individuals have equal opportunities in the workplace.