Position overview

The Integrated Care Program at CHS is designed with the person at the centre of their care with a mission to create relationships and improving systems to drive seamless person-centred care. The purpose of the team is to build capacity together to improve outcomes and experiences to support right care, at the right time and in the right place. The equity of access for Priority Populations sits under the broader umbrella of Integrated Care at CHS along with other programs such as Paediatric Liaison and Navigation Service (PLaNS) and Liaison and Navigation Service (LaNS). These services provide liaison, navigation, care coordination and complex case management for people with complex health and psychosocial needs.

CHS is committed to providing timely access to specialist outpatient appointments for Priority Populations including Aboriginal and Torres Strait Islander peoples in line with the Together Forward plan and the ACT Health Services Plan. The work undertaken by the project is also aimed to address recommendations made in the Child and Adolescent Clinical Services Plan. The Priority Populations team is also supported by the CHS ALO team to develop and provide culturally safe care within the clinics.

The Administration and Project Support officer provides administrative and project support to the Integrated Care Program including Priority Populations and Patient Navigation Services. This role will also support the day-to-day management of administrative functions and is a key administrative position for the team.

This role will manage the day-to-day administrative functions, including booking and scheduling, first point of contact for clients; whilst supporting progressive and innovative change management to develop, implement and operationalise the Integrated Care Program projects. This role will also be key to build genuine connections between internal and external stakeholders to ensure best outcomes.

Key Responsibilities

Specific responsibilities include, but are not limited to, the following.

1. Be responsible and provide high level confidential administrative tasks for the day-to-day operations of Integrated Care Program. This includes, and is not limited to, scheduling appointments and meetings, first point of contact, secretariat support, preparation of correspondence, briefing notes, submissions, and reports.
2. Support projects within the team using project management tools to achieve high quality, timely completion of programs and project tasks.
3. Develop, maintain, and enhance positive and collaborative relationships and partnerships with patients and their supports, multidisciplinary staff, and stakeholder groups in the wider community.
4. Monitor and report on performance indicators for projects using data skills and knowledge of the project.
5. Assist with development and maintenance of policies and procedures aimed at achieving high quality, consumer focused administrative processes in the team.
6. Problem solve and contribute to proactive change management in achieving the outcomes of the team and develop and maintain relevant documentation.
7. Undertake other duties appropriate to this level of classification which contribute to the operation of the organisation.

Competencies

Specific responsibilities include but are not limited to the following.

• Strong organisational skills, resilience, tenacity, and a willingness to problem-solve and advocate with and for individuals and their supports.
• Well-developed interpersonal skills and the ability to build and maintain effective relationships with service clients and a range of internal and external stakeholders.
• The ability to listen, build rapport and gather relevant information for individuals with complex presentations to support internal or external handover of information.
• Confidence, flexibility and good judgement to contribute to the ongoing design of an evolving innovative service, as a member of a team.
• Strong analytical skills to interpret and inform service delivery.

Qualifications

Specific responsibilities include, but are not limited to, the following.

Essential

• Hold a current Driver’s License and be willing to travel within the ACT and surrounds.

Desirable

• Working towards or holds a certificate in project management, customer service, or another relevant field is desirable.
• Have an understanding of how the National Safety and Quality Health Service (NSQHS) indicators align with this role.

Experience

Essential

• Substantial experience in administrative and/or project support in health.
• Strong organisational skills with a high degree of drive.
• Adaptability and flexibility to accommodate change and provide responsive services to meet clients’ needs.
• An ability to use data to inform decisions and identify trends.

Desirable

• Experience providing administrative support across acute, community and/or primary care health settings for greater than 3 years.
• Understands social determinants of health and its impact on priority populations.
• Previous experience in people management.
• Experience working with individuals who experience mental illness/mental disorder and insight into their needs, experiences and outcomes when accessing health services.
• Experience which provides insight into consumer perspectives of managing complex ongoing healthcare.
• Experience or knowledge of the CHS Exceptional Care Framework and other related frameworks.

Prior to commencement

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

• Pre-employment National Police Check.
• Comply with Canberra Health Services Occupational Assessment, Screening and Vaccination policy.
• Current registration issued under the Working with Vulnerable People (Background Checking) Act 2011.

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 clinical and/or 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. Demonstrated experience and proven ability in providing high level project support including the ability to exercise initiative, prioritise workloads and meet deadlines while providing day-to-day administrative support to service delivery.
2. Demonstrates understanding of, and adherence to, safety and quality standards, work, health and safety (WH&S) and the positive patient experience. Displays behaviour consistent with CHS’s values of reliable, progressive, respectful and kind.
3. Demonstrated high level and effective communication (oral and written), interpersonal and problem-solving skills, with an ability to establish effective internal and external relationships and provide high quality customer service.
4. Demonstrates high levels of digital literacy, including the collection, processing, analysis, and interpretation of data to generate meaningful insights that inform decision-making, guide strategic direction, and improves service delivery.
5. Demonstrated ability to work collaboratively, provide leadership and change management with a shared goal and person-centered framework, to drive continuous improvement.

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.