Position Description

Practice Leader

Location/s Virtual Services - Program Delivery

Reporting to Senior Manager Virtual Services
Direct Reports Practitioners
Level Level D – As per the Relationships Australia (Qld) Enterprise Agreement 2014
Date Updated May 2017

About the Role

The purpose of this position is to manage and lead teams of designated Practitioners within the Program Delivery
stream of Virtual Services (VS). A key function of the role is to support the Senior Manager Virtual Services (SMVS)
in driving service improvement initiatives alongside the Practice Manager (PM), and meet team level Key
Performance Indicators (KPIs), ensuring services are accessible to clients and of a high clinical standard.

Key Responsibilities
Operational Delivery
Operational Planning,
Monitoring and Control
Organisation Leadership
and People Management
 Deliver Program Delivery operations effectively and efficiently for assigned
shifts and teams.
 Meet service demands by taking timely and effective decisions to flex
resources between Program Delivery activities and with other VS streams.
 Provide shift supervision support to Program Delivery employees at designate
times.
 As shift supervisor, provide second level of call escalation on client calls
including high risk and Duty of Care (DOC) calls.
 Provide rostered, out-of-hours (including 24/7) on-call support to staff.
 As shift supervisor, assign workforce resources to deliver daily service levels,
consulting with the CSM to achieve the optimal allocation across VS.
 Utilise business information, performance reports, KPI trends and real-time
metrics to control delivery of Shift and Team services within targeted service
levels for client experience, call quality and productivity.
 Participate in VS governance mechanisms to review program and team
performance, decide improvement priorities and actions, review resourcing
plans and capability development initiatives, progress continuous
improvement projects and establish and implement plans for program
changes.
 Routinely monitor and assess team member calls for quality and adherence to
standards.
 Lead the development of a client-focused performance culture in VS through
effective leadership of Practitioners.
 Manage a team of Practitioners, providing ongoing feedback, mentoring,
advice and coaching to support skill development, continuous improvement
and increased capabilities through an effective performance management
framework.
 Provide debriefing support to Practitioners, working collaboratively with Senior
Practitioners and Clinical Supervisors (CS) to ensure effective management of
high risk and DOC issues.
 Oversee all HR responsibilities for direct reports including; recruitment and
selection, training and development, performance management, Clinical

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Organisation Leadership Reviews, Professional Performance Reviews (PPRs), disciplinary management,

and People Management and Workplace Health and Safety, and Rehabilitation.
Cont’d  Monitor call quality, utilise other call quality information and work
collaboratively with CSs to identify and address learning and development
needs of direct reports, ensuring that continuous feedback and coaching is
provided.
 As a member of the VS Leadership Team, share collective responsibility for
delivering organisational objectives, through active engagement and
collaboration with employees at all levels throughout VS and the wider
organisation.
 Be a role model for effective and positive leadership which is ethical, results
driven and future-oriented.
Service Quality  Support the PMs in implementing key service capability development
Management, initiatives and improvements, providing change leadership to Practitioners.
Compliance and  Support the SMVS to facilitate and operationalise the agreed processes
Continuous required for ISO Quality Management Accreditation, including risk
Improvement identification and management.
 Ensure adherence to organisational policies, procedures, service manuals and
documents to deliver consistent high-quality client service provision.
 Make recommendations to and support the VS Leadership Team in driving key
process improvement and service capability development initiatives.
 Manage client complaints in accordance with procedures and delegated
authority.
 Ensure compliance with legislative and funding requirements.
 Promote a culture of continuous improvement by providing regular and
ongoing opportunities for employees to give feedback, and through effective
communication of continuous improvement initiatives.
Professional  Demonstrate ongoing commitment to participation in supervision and
Development professional development as per organisational policy and procedure.
 Be receptive to feedback and apply reflective practice to improve professional
development.
Other Organisational  Act only in ways that advances RAQ objectives, values and reputation
Responsibilities  Other duties, consistent with skills and experience, as directed by the reporting
manager

About You
To be successful in this position you will have:

Required Highly Desired

Qualifications  Undergraduate qualification in Social
or Behavioural Science, Social Work,
Psychology or Law.
Experience  Demonstrated success in a leadership
role responsible for supervising the
 Further tertiary qualifications,
professional accreditation or relevant
experience in counselling and/or family
dispute resolution.
 Accreditation as a Family Dispute
Resolution Practitioner (FDRP) with the
Attorney-General’s Department.
 Experience in a call centre
management environment, and use of
ICT software such as client information

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day-to-day functioning of a team of systems (CIS), workforce and quality

Practitioners. management systems, and IP
 Demonstrated experience in resource telephony platforms.
planning or effective rostering
practices to improve service delivery
and meet organisational targets or
KPIs.
Knowledge  Ability to rapidly acquire knowledge  A strong understanding of Family Law,
of sound operational management family dispute resolution and
practices, particularly in service counselling theory and practice, and
performance and quality ability to apply this knowledge to RAQ
measurement and reporting, programs and services.
including understanding the value of  Knowledge of RAQ programs and
data and metrics to inform service services including Family Relationship
improvements. Advice Line (FRAL), Telephone Dispute
 Ability to rapidly acquire knowledge Resolution Service (TDRS), Gambling
of RAQ programs and services. Helpline (GHL), ACT Gambling
 Knowledge of legislation that RAQ Counselling and Support Service
complies with e.g. Family Law Act, (AGCSS), Victim Counselling Support
Child Protection Act, Domestic and Service (VCSS), Royal Commission
Family Violence Protection Act. Service (RCS), and Family and
Relationship Service (FARS).
 Knowledge of standards such as
Human Services Quality Framework,
ISO: 9001.
Skills  Ability to utilise Information and
Communication Technology.
 Highly developed problem solving
and critical thinking skills.
 Demonstrated change leadership
skills with an ability to identify and
implement innovative service
improvement initiatives.
 Leadership and interpersonal skills
including the ability to engage and
motivate others, positively influence
organisational culture and provide
strong direction.
 Capacity to engage constructively and
respectfully with individuals of
diverse backgrounds and abilities to
achieve high quality outcomes.
Availability  Available for rostered shifts including
weekends and outside standard
business hours.
 Available to provide out-of-hours
(24/7) on-call support to staff.

It should be noted that Position Descriptions are under constant review and may be changed at any time.

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Practice Leader