Novacare Incorporated

564 Hunter Street, Newcastle NSW 2300

POSITION DESCRIPTION and KPI's

NAME -
TITLE - Executive Support Officer
DEPARTMENT/AREA – Head Office

POSITION PURPOSE

To provide comprehensive, high quality administrative support to the Executive Team.

To support key business functions of the organisation

REPORTING TO

Chief Executive Officer

DIRECT REPORTS

Nil direct reports. Some task delegation to other administrative staff.

SKILLS, COMPETENCIES, QUALIFICATIONS, EDUCATION and EXPERIENCE

Essential –
 Relevant qualifications in all aspects of office administration;
 Demonstrated experience in executive support and/or high level administration;
 Demonstrated organisational and time management skills;
 Demonstrated ability to manage priorities;
 Excellent communication and interpersonal skills;
 Demonstrated ability to work as part of a team;
 Excellent computer skills;
 Current NSW Drivers License.

Desirable –
 Experience working in a community-based organisation;
 Experience in the use of the Total Care Manager (TCM);
 Experience in marketing and promotional activities;
 Experience in supporting human resource processes.

KEY RELATIONSHIPS
Internal – Executive Team: (including) Chief Executive, General Manager, Senior Management Team
and Board; Business Development Coordinator; Risk and Compliance Coordinator; Workforce
Development Coordinator; other Novacare staff.
External - A range of business contacts of the Executive Team. Clients, their families and the wider
community.

Executive Support January 11 1

 Our Purpose and Mission
Novacare - The People Carers
Novacare is renowned for enhancing the lives of people.
Novacare provides quality services and opportunities to people in need, in order to support
their independence and enjoyment of life in the community.
N

Our Values
Openness and Respect - We value our consumers and staff participation in decision making through
consultation and aim to build trust and long term relationships. We are committed to caring for each other as
individuals as well as provide opportunities for personal growth.
Integrity - We value making dependable choices and decisions, which are soundly based and combined with
consistent and ethical practices. We deliver on our commitments and have a reputation as a trustworthy
organisation. We provide equity of opportunity to clients and staff, and a right of review where ever possible
with regard to our decisions and practices.
Results Driven and Efficiency - We are personally accountable for our individual and collective contributions
to the success of Novacare. We achieve our purpose/mission and strategic plans by focusing on the priorities
and actions that deliver the desired results. We aim to provide value for money in all the services we offer,
recognising the full costs of providing such services.
Service - We treat everyone as we wish to be treated and focus at all times on anticipating the future trends
and needs of our clients. We provide our quality services in partnership with our clients, staff, funding
authorities, external organisations and the community. Everything we do at Novacare is achieved through
teamwork.

How you will be measured in your role

In accordance with Novacare's performance review timetable, you and your manager will review your 'on the job
performance' annually and at other set times during the year. This review will be completed in relation to your
position description and the delivery of your KPI's (Key Performance Indicators). The responsibilities, duties and
KPI’s for your role are defined under Novacare's four Key Result Areas, as listed below:

1. CLIENT SERVICES: To provide quality, cost effective care which will enable people to maintain their
independence and live in their own homes in the community of their choice.
2. OUR PEOPLE: To attract and retain staff and volunteers who are caring, competent and motivated to
deliver our services. To increase the skill level of staff and also ensure they are adequately remunerated.
3. OPERATIONS & ADMINISTRATION: To ensure that we provide the most effective facilities and systems
for the provision of services to our clients
4. FINANCIAL & BUSINESS PERFORMANCE: To remain financially viable and provide funds for the
achievement of our client and business goals.
NOTE - Provision has been made in the Position Descriptions for Specific Projects which are one off activities
completed over a period of time (normally less than one year) and not considered to be part the core
responsibilities/duties and KPI's for the current role. Once completed, these Specific Project/s will more than
likely become part of the on going role for the position, unless they do not require management or monitoring.
The signature (at the end of this position description) of the team member and manager acknowledges the
position description and KPI's for this role, and how these KPI's will be measured. A summary of the
responsibilities, duties and KPI's for the role are included in the table below.
Summary of Responsibilities/Duties and KPI’s -
KEY RESULTS AREA RESPONSIBILITIES AND DUTIES KPI'S
CLIENT SERVICES 3 7
OUR TEAM 4 8
OPERATIONS & ADMINISTRATION 7 26
FINANCIAL & BUSINESS PERFORMANCE 2 6
SPECIFIC PROJECTS 2 2
TOTAL 18 49

Executive Support January 11 2

 KEY RESULTS AREA – CLIENT SERVICES

Responsibilities and Duties Key Performance Indicators (KPI's)

1.Stakeholder newsletters published (minimum 4

per year)

2. Website is well-maintained and current.

1. Support the Business Development Website provides accurate and current
Coordinator to ensure a positive public information to the community and is aligned
image of Novacare is presented. with Novacare marketing strategy.

2. Ensure effective communication channels 3. support@novacare, website and other email

with stakeholders correspondence is managed efficiently and
effectively.

4. publications and other documents are published

on time

5. Correspondence with stakeholders is timely,

3. Support the Executive Team by dealing with
relevant customer correspondence, visits
and enquiries including contact with clients,
carer and the wider community.
accurate and professional.
6. Customer enquiries and visitors are handled
well. Customer feedback is positive.
7. Executive team are satisfied with the level and
quality of support provided

KEY RESULTS AREA – OUR TEAM

Responsibilities and Duties Key Performance Indicators (KPI's)

1. Novacare meetings and events run efficiently

and effectively
1. Co-ordinate a range of activities for the
2. Activities are well planned, well communicated,
Executive Team.
and well documented.
3. All communication is positive and
2. Provide excellent customer service to the
effective.
Executive Team, ensuring the smooth
4. Electronic and paper filing systems are well
running of events and operations.
maintained.
5. Executive team are satisfied with the level and
quality of support provided

Executive Support January 11 3

 6. Tasks are well co-ordinated. Relevant tasks are
3. Coordinate activities so that some tasks are
delegated to other staff. Those staff are
achieved through the work of others.
coached and supported to carry out tasks

4. Coordinate communications to Novacare 7. Communications are well coordinated.

Staff on behalf of the Executive Team. 8. Feedback from staff is positive

KEY RESULTS AREA – OPERATIONS & ADMINISTRATION

Responsibilities and Duties Key Performance Indicators (KPI's)

1. Applications are processed as directed by

Executive Team.

2. Interviews are well prepared and run

smoothly.

3. Reference and pre employment checks are

conducted efficiently.

4. Orientation process is well organised

1. Support the HR recruitment process.
5. Staff records are updated correctly into TCM
and Staff Details List.

6. Lists and information are well maintained and

current

7. New staff are assisted and well supported

8. Staff employment contracts are prepared,

issued and filed as directed by Executive
Team.

9. Photo ID Cards are issued for staff.

10. An accurate staff training register is

maintained.
11. Workforce information is maintained
3. Support the training and development
accurately in TCM.
program.
12. Information regarding staff development is
prepared and circulated.

Executive Support January 11 4


4. Maintain a high quality, relevant directory of
forms.
5. Administer and support Novacare’s IT and
Communications System
6. Support the development and maintenance of
an effective governance system
7. Support Novacare’s Occupational Health and
Safety System
Executive Support January 11
13. Forms are professionally developed and
issued according to Novacare policy
14. Risk and Compliance Coordinator is
supported to maintain elements of Novacare
Quality System.
15. Novacare’s IT and Communications system
runs efficiently and effectively
16. Service level agreements with outside
providers are well managed
17. Staff are supported with their IT and
Communications needs
18. System documentation is well maintained and
current
19. IT and Communications troubleshooting is
effective and minimises the outsource costs
to Novacare.
20. More complex system maintenance is well
controlled, well coordinated and efficiently
monitored and documented.
21. All governance documentation are well
maintained including but not limited to Members
Register, Annual General Meeting, Board
meetings, Board reports, Board correspondence,
and other interactions with the Board.
22. All governance processes are well supported
and coordinated, including but not limited to
Annual General Meeting, Board meetings, board
reports etc.
23. Minutes are accurately recorded and
distributed in a timely manner.
24. Accurate minutes are taken and distributed
25. OHS Management System and OHS records
are well maintained, current and accessible to
relevant parties.
26. Return to work processes and records are
efficiently and effectively managed
5
 KEY RESULTS AREA – FINANCIAL & BUSINESS PERFORMANCE

Responsibilities and Duties Key Performance Indicators (KPI's)

1. Undertake research to support funding

application and present relevant information
accurately.
1. Provide administrative support for funding
submissions and grant applications.
2. Assist in preparation of funding applications.

3. Proof read funding applications as required.

4. Research availability of required

equipment/service.

2. Assist in purchasing equipment and 5. Organise quotes and present to Executive

services. Team.

6. Coordinate order, delivery and distribution of

equipment/services.

KEY RESULTS AREA – SPECIFIC PROJECTS

Responsibilities and Duties Key Performance Indicators (KPI's)

1. Specific projects will be a requirement of

this position as directed by the Executive 1. Special projects delivered as required
Team.

2. Participate in a variety of projects, groups 2. Undertake high quality tasks in a timely

and committees. manner to ensure work program meets the
required deadlines.

Team Member
Manager
Date
Position Description
Review Date

Executive Support January 11 6