Position overview

Infrastructure and Health Support Services (IHSS) are an integral part of Canberra Health Services (CHS), delivering essential facility, infrastructure, and support services that enable Canberra Hospital and community-based health services to operate safely and effectively.

As part of IHSS, the Environmental Cleaning Service team is responsible for delivering high-quality cleaning services across Canberra Hospital and community facilities. The service is essential in the effective operation of the overall health service by ensuring clean, safe and welcoming environments that contribute to clinical operations and a positive experience for everyone who uses our facilities.

Cleaning Help Desk Officers play a critical role in maintaining clean, hygienic and safe environments through the task allocation and monitoring of general and specialist cleaning activities according to CHS processes and procedures.

Key Responsibilities

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

1. Perform a help desk function for the Environmental Cleaning Service, including receive, logging and prioritising cleaning service requests using the established helpdesk system, phone or email, in accordance with CHS policies, procedures and designated timeframes.
2. Allocate tasks to cleaning staff and coordinate response times based on urgency and risk, monitoring progress in the Digital Health Record, following up outstanding requests, and escalating issues to the supervisor as needed for timely resolution, including urgent or after‑hours responses.
3. Communicate effectively with internal stakeholders regarding service requests, delays and outcomes.
4. Use the Digital Health Record to perform help desk duties, and maintain accurate records of requests, actions taken and service outcomes according to CHS procedures.
5. Identify, record and report recurring issues or trends relating to cleaning services and safety, and initiative or recommend corrective actions to the supervisor in a timely manner.
6. Undertake other duties appropriate to this level of classification which contribute to the operation of the organisation.

Competencies

Specific competencies include but are not limited to the following:

• Good organisational and administrative skills to complete tasks for a quality result.
• Good communication skills and ability to work as part of a team to create positive workplace culture.
• Demonstrated understanding of WHS requirements with a commitment to safe work practices.
• Ability to follow procedures, work schedules and directions, and complete allocated tasks within required timeframes.
• Demonstrated understanding ability to apply the principles of patient confidentiality and privacy.
• Adaptability and flexibility to accommodate change and provide responsive services to meet patient and staff needs contributing to the positive patient experience.

Qualifications

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

Essential

• N/A

Desirable

• Have an understanding of how the National Safety and Quality Health Service (NSQHS) indicators align with this role.

Experience

Specific experience includes, but is not limited to, the following.

Essential

• Experience in the cleaning industry preferably in a health care environment.
• Have access to a mobile phone to receive calls/SMS and mobile data and to access the Workforce Management Rostering System.
• Administrative and computer skills.

Desirable

• Experience in data entry and activity review within the Digital Health Record.
• Knowledge of or the ability to gain an understanding of infection prevention and control processes within a health care facility.
• Experience or knowledge of the CHS Exceptional Care Framework and all other related frameworks.

Prior to commencement

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

• Undergo a pre-employment National Police Check.

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.
• be willing to participate in rotational roster patterns, including early, evening, weekend, and public holiday shift work.

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 in managing cleaning services through a helpdesk function, including receiving, prioritising, monitoring and allocating service requests across a healthcare environment.
2. Ability to work individually or as a part of a team to meet individual and team priorities and deadlines with intermittent supervision and guidance.
3. Good communication skills to effectively communicate with internal stakeholders.
4. A willingness to participate in professional development and complete essential education and training.
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.