Attachment 1
POSITION DESCRIPTION, PERFORMANCE MEASURES AND TARGETS
Position Title: Programs & Client Relations Manager Responsibility: Programs Management and Client Relations
Responsible to: Chief Executive Officer Current Incumbent: (Vacant)
Required Formal Qualifications: Tertiary qualifications in arts, health, aged care, disability or a related discipline. Essential Knowledge and Competencies: Has a clear understanding of and personal commitment to the Vision, Mission and Values of the Arts Health Institute. Demonstrated management competencies in: Service assessment, planning and evaluation Leadership Strategic Planning Financial Management Stakeholder Engagement, External Relations and Networking Quality Management and Continuous Improvement People and Contractor Management Management Information Systems Multicultural sensitivity and/or experience in a multicultural setting in the community or disability services environment. Demonstrated knowledge of the Aged, Health, Education and Research sectors including consultation processes, funding and policy protocols, accreditation and industrial legislation. Previous experience in other Service and/or Arts organisations ideally from start‐up phase. Experience in working in and developing a flexible, multi‐skilled team environment with well‐developed interpersonal, communication (verbal, written and computer), problem solving, decision making and customer service skills. Ability to be solutions focused, practical, adaptable, flexible, and able to accommodate changing priorities in a dynamic environment. Specific knowledge and compliance of related legislation such as the Aged Care Act (1997), Charitable Fundraising Act (as it applies to different state jurisdictions), Health Services Act (as it applies to different state jurisdictions) and the Work Health and Safety Act (2011). Strong attention to detail with ability to follow through processes from start to completion. Strong focus on innovation, creativity. Position Objectives:
Leadership Management Compliance
Specifically demonstrate leadership in: Vision, Mission and Values Creativity, Innovation and Continuous Improvement People Management and Motivation Customer Service and Relationship Management Decision Making and Problem Solving Marketing and Business Development Organisation growth with particular emphasis on start ups Research and collaboration with research bodies with particular emphasis in the areas of the Arts, Education, Health and Aged Care. Facilitate the implementation and monitoring of Programs at client facilities in accordance with agreements and designated parameters. Ensure programs correlate with the operational strategies and plans and achieve community awareness, organisational growth and revenue projections. Ensure compliance with appropriate measures and accountabilities, and systems in place to ensure targets and objectives are achieved. Facilitate the engagement of appropriate staff and contractors to achieve high standards of customer service, while adopting a culture of safety, organisational learning, continuous quality improvement, risk management and sustainability. Ensure the delivery of services and programs to clients within legislative, regulatory and contractual constructs and requirements. Ensure the efficient operational management of Programs, which includes directions and policies within financial and budgetary limitations, and within the approval of the Chief Executive Officer. Direct, co‐ordinate and efficiently manage the Programs and Client Relations in accordance with the Vision, Mission and Values of the Arts Health Institute and all other relevant statutory requirements.
Key Relationships: Applicable Legislation:
Chief Executive Officer of Directors Staff
Aged Care and Health Providers Education and Research Bodies General Public
Potential Benefactors, Donors and Supporters General Public and Consumers of Health Care Government Departments
Media Groups Contractors
Artists and the Arts Community Peak bodies
Suppliers
Corporate Sponsors
Corporations Act (2001) Aged Care Act (1997)
Work Health and Safety Act (2011) Workers Compensation Act (NSW) (1987) Anti‐Discrimination Act (NSW) (1977) Health Services Act (NSW) (1997) Health Professions Registration Act (2005) Fair Work Act (2009)
Human Rights and Equal Opportunity Commission Act (1986) Charitable Fundraising Act (NSW) (1991)
Key Accountabilities: Qualitative Measures:
Vision, Mission and Values:
Actively promote the desired culture of the organisation and promote the Policies, Procedures and Code of Conduct.
The Chief Executive Officer is satisfied that the Programs & Client Relations Manager behaves, interacts and communicates in a manner which supports the stated Vision, Mission and Values.
Relationships:
Ensure effective and mutually beneficial relationships are developed and maintained through effective contribution to and communication with stakeholders, including office staff to ensure smooth communication and delegation of administrative tasks as required.
Ensure effective working relationships exist with key Government agencies such as Department of Health and Ageing and State Health Departments.
Represent the organisation to a range of stakeholders to ensure that the Arts Health Institute is recognised as being an innovative provider of services to the Aged, Health, Education and Research sectors.
Work closely with the Artist Development Manager and the Creative Team to support the artists delivering the services to clients thereby contributing to the quality of service provided by the Arts Health Institute.
The Programs & Client Relations Manager is maintaining a wide range of appropriate and beneficial relationships.
The Programs & Client Relations Manager has effective relationships with key Government agencies and departments.
The Programs & Client Relations Manager represents the Arts Health Institute in a way that portrays the organisation as an innovative provider of services to the Aged, Health, Education and Research sectors.
The Programs & Client Relations Manager balances the needs of clients and artists. Feedback from artists indicates satisfaction with the level of support received.
Within scope of role, provide support and advice to artists that seek assistance in delivering their services, eg: phone queries, invoice issues and computer needs.
Feedback from artists indicates that they are satisfied with the support received.
Strategic Planning and Governance:
Participate in the strategic direction of the Arts Health Institute by ensuring that activities within scope of role align with the organisation’s objectives and continuous quality improvement system.
The Programs & Client Relations Manager participates in the development of strategic plans and the conversion of that plan into operation plans for their area of responsibility.
Contribute to strategic, business and operational plans, policies and procedures for the overall sound management of the Arts Health Institute.
The Programs & Client Relations Manager is effective in contributing to the formulation of strategic, business and operational plans, policies and procedures.
Examine industry and service provision trends and developments and modify plans and policies to maximise benefits or minimise the impact of anticipated implications.
Plans and policies are modified in accordance with industry and service provision trends and developments to maximise benefits or minimise impact of anticipated implications.
Key Accountabilities: Qualitative Measures: Strategic Planning and Governance: Assist in the identification and undertake relevant activities necessary to innovate, grow revenue and/or enhance service provision. Appropriate activities are identified and implemented to innovate, grow revenue and/or enhance service provision. Ensure sound knowledge management and succession‐planning initiatives are employed and documented within the Program function. The Programs & Client Relations Manager demonstrates sound knowledge management and initiatives within the Program function. Establish and maintain effective and positive relationships with stakeholders, clients and users, suppliers and other government and business liaisons. The Chief Executive Officer is satisfied that the Arts Health Institute develops and maintains positive and mutually beneficial relationships across a range of stakeholders. Operational Management: Ensure effective service delivery consistent with the Arts Health Institute’s Mission and Strategic Objectives and recommend enhancements to the Chief Executive Officer. The Programs & Client Relations Manager ensures that service delivery is consistent with the Arts Health Institute’s Mission and Strategic Objectives and appropriate enhancements are identified. Identify and communicate to the Chief Executive Officer gaps in services, community and project needs and other relevant issues. Develop practical solutions and implement as appropriate. Provide progress reports to team members. The Programs & Client Relations Manager has in place appropriate systems and processes to enable the organisation to maximise its potential growth opportunities. Suggests, develops and implements new systems where opportunities are identified. Appropriate reporting and communication methods are implemented to ensure all stakeholders are informed of progress of service/program delivery. Establish appropriate performance indicators and targets for Programs that provide a reliable and valid mechanism to measure progress toward the achievement of agreed objectives and budgets. The Programs & Client Relations Manager has identified and put in place appropriate performance indicators and targets for Programs and these are being measured and acted upon as appropriate. Ensure appropriate resources, including physical, financial and human, are in place to deliver the Arts Health Institute’s strategic and organisational objectives and meet all necessary legislative and regulatory requirements, as well as maximum service delivery. Appropriate resources, including physical, financial and human, are in place to deliver the Arts Health Institute’s strategic and organisational objectives and meet all necessary legislative and regulatory requirements and to maximise quality service delivery. Ensure the Arts Health Institute’s programs, contractors and contracts are managed efficiently and effectively, and comply with the Arts Health Institute’s policies and procedures. The Chief Executive Officer is satisfied that the Programs & Client Relations Manager has in place appropriate systems and procedures to ensure the effective and efficient use of the Arts Health Institute’s resources in line with established policies and procedures. Ensure close contact is maintained with clients so that their needs are monitored and reviewed. Ensure program delivery remains contemporary and relevant to changing client needs and expectations. Negotiate additional services where requested by the client. Regular contact with clients ensures that changing needs are promptly addressed and the Programs delivery continues to meet their needs and expectations. Additional services negotiated are documented appropriately. Lead the ongoing management, development and regular review of Programs to ensure compliance with all contractual requirements and efficient and effective delivery of programs to clients. Contractual requirements are met and clients are satisfied with the delivery of programs by the Arts Health Institute. Identify opportunities for additional services or program enhancements through consultation with clients and the broader community. The Chief Executive Officer is satisfied that the Programs & Client Relations Manager is identifying new opportunities and facilitating appropriate actions to convert those opportunities into service/program delivery. Oversee the recruitment, development and retention of service providers to facilitate enhanced service delivery through Programs to clients of the Arts Health Institute. Ensure the performance of relevant service providers complies with contractual arrangements. Identify and address any issues promptly. The Programs & Client Relations Manager effectively manages artists for the benefit of clients through a high quality of program delivery. The performance of service providers is consistent with contractual obligations. Issues are addressed in a prompt manner to the client’s satisfaction.
Key Accountabilities: Qualitative Measures:
Financial Management:
Ensure that details of additional services negotiated with clients are advised to Accounts to ensure such services translate into revenue.
The Programs & Client Relations Manager ensures agreements with clients are communicated to Accounts to ensure that additional services are correctly identified and invoiced.
Staff, Volunteer and Contractor Management:
Ensure and maintain appropriate rostering to facilitate program delivery. The Programs & Client Relations Manager has appropriate rostering in place to ensure program needs are met. Ensure that all staff and volunteers are appropriately qualified and trained with proven
abilities to perform their responsibilities at the level required and comply with legislative requirements.
The Programs & Client Relations Manager has in place systems to ensure that all staff are appropriately qualified and trained and comply with legislative requirements.
Facilitate a high level of cohesion and morale between clients and service providers. Client surveys indicate that cohesion and morale are at an appropriate level. Ensure contracts relating to the provision of services by contractors are maintained
appropriately and reflect accurately the performance and intellectual property expectations of the Arts Health Institute.
The Chief Executive Officer is satisfied that appropriate contracts are in place for all contractors and that these contracts are delivering in accordance with the performance and intellectual property expectations of the Arts Health Institute.
Delegate various administrative duties to the Office Manager as appropriate. Administrative activities are delegated and managed in a manner that allows focus on service/program delivery.
Continuous Improvement:
Ensure the development of a strategy for the regular monitoring, maintenance and continuous improvement of programs and services to optimise service performance and reduce costs.
Client satisfaction is monitored are corrective action is taken in a timely manner to address quality shortfalls or client concerns.
Attend activities conducted by appropriate organisations and associations to ensure that the Arts Health Institute has access to current information on developments, trends and initiatives related to Program management.
The Programs & Client Relations Manager utilises information obtained from external sources to make enhancements to program management activities.
Ensure the achievement of improvements in the whole‐of‐organisation approach through the use of information resources, information technology and telecommunications.
The Programs & Client Relations Manager adopts a whole‐of‐organisation approach to continuous improvement.
Ensure that clients and service providers are informed of the formal complaints and grievance procedures. All complaints are investigated and resolved appropriately. Generate ideas for growth and further development of the Arts Health Institute.
The Programs & Client Relations Manager has in place appropriate systems to effectively manage and resolve complaints and grievances.
The Programs & Client Relations Manager proactively identifies and suggests improvement suggestions and new ideas for the benefit of the Arts Health Institute.
Work, Health and Safety:
Ensure that effective organisational systems are in place to facilitate compliance with WH&S legislation.
Appropriate systems to effectively facilitate compliance with WH&S legislation are in place. Ensure adequate allocation of human, technical and financial resources to create a safe
workplace, within resource allocation.
The Programs & Client Relations Manager can demonstrate appropriate allocation of human, technical and financial resources to create and maintain a safe workplace.
Ensure that the Arts Health Institute’s service providers and clients explicitly understand their responsibilities in relation to WH&S and have in place processes to ensure legislative compliance.
Appropriate systems are in place to ensure service providers and clients explicitly understand their responsibilities in relation to WH&S and have in place processes to ensure legislative compliance.
Key Accountabilities: Qualitative Measures:
Audit and Risk Management:
Within scope of role, ensure statutory, legal and regulatory compliance with Service Specifications, fundraising and charitable legislation, ASIC reporting and regulation, ATO filings, corporate policies and standards, and any other compliance requirements as determined by the Chief Executive Officer or Government funding bodies.
The Programs & Client Relations Manager can demonstrate the activities within their scope of role satisfy all applicable legislative and/or regulatory compliance requirements.
Ensure effective risk management procedures are in place within scope of role in accordance with legislative requirements. Foresee issues and put in place measures to eliminate or reduce impact of identified issues. Implement appropriate solutions when required.
Effective risk management procedures are in place in accordance with legislative requirements and adequately minimise/reduce risk.
Comply with the Arts Health Institute’s Audit and Risk Management practices and policies. Ensure that potential risks are identified as early as practicable and addressed appropriately.
The Programs & Client Relations Manager adheres to the established practices and policies and reports any matters of concern in a prompt manner.
Community Relations:
Ensure all interactions within the community portray the Arts Health Institute as a professional services provider to Aged, Health, Education and Research sectors.
The Chief Executive Officer is satisfied that the Programs & Client Relations Manager behaves in a manner that portrays the Arts Health Institute as a professional provider of services.
Other duties that may be required from time to time to allow the Projects Coordinator to perform in the position for the good of the organisation.
The Chief Executive Officer reserves the right to vary or change this Position Description at any time.
Direct Reports:
The Programs & Client Relations Manager has responsibility for the following positions: Service providers including Artists, Volunteers and Contractors,
Dependent upon projects being undertaken from time to time.
Attachment 2
Qualitative
Performance
Review
(insert
review
period)
Note:
this
review
is
an
annual
review.
Key Accountability Key behaviours Recent examples / evidence of achievements Areas for Improvement / Development needs
Vision, Mission and Values
Communicates with others regarding the purpose of their work and the relationship between work objectives and organisational goals.
Undertakes tasks in a manner that is aligned with the Vision, Mission and Values of the Arts Health Institute.
Treats people fairly and equitably and is transparent in dealings with them.
Frames objectives in a meaningful way and communicates expectations of their achievement.
Relationships Develops and maintains a network with others internally and
externally.
Builds and sustains long‐term relationships; liaises with a range of stakeholders including other teams, peers and colleagues across the organisation, and in other organisations.
Strategic Planning Distils the core issues from complex information and presents
logical arguments to the Chief Executive Officer that address key issues associated with organisation development. Anticipates problems and takes steps to minimise or prevent
them; identifies and articulates potential risks.
Operational Management Evaluates projects to understand critical factors for success;
engages in contributing to continuous improvement. Identifies and addresses risks that may impede project
development and proactively escalates issues that have not been controlled to ensure the project/activity remains on track.
Commits to targets and strives to achieve results.
Monitors projects against plans; manages priorities and agrees on adjustments to milestones as required.
Staff, Volunteer & Contractor Management
Shares appropriate information to ensure alignment of all stakeholders.
Acts as a coach and works with people to facilitate their development.
Provides clear, constructive and timely feedback (both positive and negative) in a manner that encourages learning and achieves any required resolution.
Addresses performance and contractual obligations of service providers promptly, identifies causes and facilitates appropriate improvements.
Work, Health and Safety Ensures that all service providers and clients have a detailed
understanding of their responsibilities in relation to WH&S.
Key Accountability Key behaviours Recent examples / evidence of achievements Areas for Improvement / Development needs
Risk and Audit Within scope of role, ensures statutory, legal and regulatory
compliance with Service Specifications, fundraising and charitable legislation, ASIC reporting and regulation, ATO filings, corporate policies and standards, and any other compliance requirements as determined by the Chief Executive Officer.
Community Relations Behaves in a manner that portrays the Arts Health Institute as
a professional provider of services.
Client surveys demonstrate an acceptance of the effectiveness of the Arts Health Institute in the provision of services to the local community.
Feedback from Government funding bodies acknowledges the Arts Health Institute as an effective provider of services.
Attachment 3
Annual
Performance
Quantifiable
Targets
(insert
period)
Note:
targets
are
set
annually
for
review
every
six
months.
Target Area Agreed Targets Results Required Target Date Results Achieved
Signatures:
Programs & Client Relations Manager: __________________________________ Chief Executive Officer: __________________________________
