Team Lead - Telephone & Online

Overview

• SCHCADS Level 6
• Full time, Fixed term until 25 February 2022
• Working from home location

Deliver a holistic, multi-channel model of support across economic wellbeing, family violence and family services that is person centred

Responsibilities

Provide leadership for the Financial Capability Intake team that includes:
• Lead development of a high-performance team through demonstration of capabilities outlined in Good
Shepherds capability framework and performance planning process
• Ensuring all clients receive high quality, trauma informed intake and assessment support and referrals are
appropriate to the client’s situation (referral may be to internal or external services).
• Ensuring client information taken during intake is entered into the relevant systems (including the loan
origination system) and contained or shared appropriately.
• Coaching and supporting the team to implement new ways of working and to quickly adopt new systems
and processes that improve client outcomes.
• Supporting the team through a formal supervision framework
• Ensuring the wellbeing of the team through provision of appropriate support in their day to day roles
• Provide formal and informal supervision, set goals and manage contributions of direct reports and
contribute to the development of teams understanding, skills and capabilities.
• Support the Contact Centre Manager with people leadership
• Lead the performance of team across key metrics and workforce planning activities.
• Build and sustain excellent relationships with leadership, colleagues, the team and all stakeholders.
• Ensure the team maintains client files, case notes and data in accordance with Good Shepherd’s
standards.
• Support the Program Manager to plan for peaks and troughs in workload and make decision to optimise
the workforce and resources.
• Comply with GSANZ policy, procedures and practice and participate in GSANZ organisational activities

Qualifications and Experience

• Experience leading a team of professionals in the delivery of client directed services, well developed consultation and collaboration skills and be able to work in complex work environments
• Experience in community service, financial counselling, financial capability or telephone & online based service delivery
• Demonstrated ability to work in a culturally sensitive way with people from culturally and linguistically diverse (CALD) communities and Aboriginal families
• Ability to communicate and demonstrate human rights, social and economic justice in practice
• Understanding of the Australian financial and credit system, including debt traps
• Demonstrated understanding of the community services system
• Skills in leading phone intake, assessment and triage
• A knowledge of referral options and the ability to make specialised referrals in response to identified client goals
• Demonstrated time management skills
• Capacity to enter relevant, accurate and timely data
• A satisfactory Police Check
• A current Working with Children’s Check (WWCC)

Position Description