Position Description Manager – Client Outcomes HR – PD – Manager - Client Outcomes – V1.0 Page 1 of 3 Issue Date: April 2018 Review Date: April 2020 Location/s Support Services Reporting to General Manager – Strategy and Innovation Direct Reports Nil Level Band E Date Updated April 2018 About the Role This role will ensure that Relationships Australia (Qld) (RAQ) are considering available client data and research data to understand the impact of RAQ’s service to clients, informing practice changes where necessary, and providing evidence of the value of what RAQ delivers to individuals, families and communities. RAQ will be able to evidence positive outcomes which will assist in continuing to position RAQ as a quality provider of counselling, mediation, education and support services. Additionally, the role will manage projects to implement new, innovative models of service delivery with the aim of enhancing and improving client outcomes and community capacity. Key Responsibilities Frameworks Devise, implement and review an outcomes framework that allows for client outcome evaluation, reporting and continuous improvement practices, which is integrated with the Strategy and Innovation Group deliverables and understood by the Client Services Group. Consider and utilise technology to enable RAQ to efficiently record and report on client and service/program outcomes data. Research and Evaluation Collaborate with the Head of Practice and Research Team to review evidence based research and investigate how to measure and demonstrate client change. Link with the Research Team to undertake literature reviews and review studies that critically analyse and interpret scientific evidence supporting the effectiveness of proposed new practices. Link with the research team, where required, to conduct advanced analysis. Project Management Manage projects delegated by the General Manager – Strategy and Innovation that aim to enhance client outcomes and contribute to the strategic directions of the organisation. Develop fully costed project plans and forecast budgets associated with client outcomes projects in line with strategic objectives and projects. Utilise Community Development and Community Capacity Building principles and frameworks to explore new services that meet local community needs. Work collaboratively with key internal and external stakeholders in the development and implementation of projects. Reporting Produce reports on service effectiveness and the methodology used to measure client experience, satisfaction and client outcomes and how these findings compare to other services. Establish and make available client outcome information that is to be provided to different audiences e.g. venue employees, Operations Management, Program Management.
Transcript
Position Description Manager – Client Outcomes
HR – PD – Manager - Client Outcomes – V1.0 Page 1 of 3 Issue Date: April 2018 Review Date: April 2020
Location/s Support Services
Reporting to General Manager – Strategy and Innovation
Direct Reports Nil
Level Band E
Date Updated April 2018
About the Role This role will ensure that Relationships Australia (Qld) (RAQ) are considering available client data and research data to understand the impact of RAQ’s service to clients, informing practice changes where necessary, and providing evidence of the value of what RAQ delivers to individuals, families and communities. RAQ will be able to evidence positive outcomes which will assist in continuing to position RAQ as a quality provider of counselling, mediation, education and support services. Additionally, the role will manage projects to implement new, innovative models of service delivery with the aim of enhancing and improving client outcomes and community capacity.
Key Responsibilities
Frameworks Devise, implement and review an outcomes framework that allows for client
outcome evaluation, reporting and continuous improvement practices, which
is integrated with the Strategy and Innovation Group deliverables and
understood by the Client Services Group.
Consider and utilise technology to enable RAQ to efficiently record and report
on client and service/program outcomes data.
Research and Evaluation
Collaborate with the Head of Practice and Research Team to review evidence
based research and investigate how to measure and demonstrate client
change.
Link with the Research Team to undertake literature reviews and review
studies that critically analyse and interpret scientific evidence supporting the
effectiveness of proposed new practices.
Link with the research team, where required, to conduct advanced analysis.
Project Management Manage projects delegated by the General Manager – Strategy and Innovation
that aim to enhance client outcomes and contribute to the strategic directions
of the organisation.
Develop fully costed project plans and forecast budgets associated with client outcomes projects in line with strategic objectives and projects.
Utilise Community Development and Community Capacity Building principles
and frameworks to explore new services that meet local community needs.
Work collaboratively with key internal and external stakeholders in the
development and implementation of projects.
Reporting
Produce reports on service effectiveness and the methodology used to measure client experience, satisfaction and client outcomes and how these findings compare to other services.
Establish and make available client outcome information that is to be provided to different audiences e.g. venue employees, Operations Management, Program Management.
Position Description Manager – Client Outcomes
HR – PD – Manager - Client Outcomes – V1.0 Page 2 of 3 Issue Date: April 2018 Review Date: April 2020
Reporting cont. Based on client outcome data, provide reports for the Clinical Standards
WorkGroup highlighting areas where practice improvements could be explored
to improve client outcomes, and assist with implementation of such practices
in consultation with the Head of Practice.
Produce briefs and other communications that provide information about
RAQ’s ability to evidence positive client outcomes and the value of RAQ’s
services, which can be provided to funders, potential funders and other
applicable external parties.
Organisational Development
Engage in a reflective dialogue with RAQ employees and management about client outcomes, measurement and utilisation of this data.
In collaboration with the Learning and Development Team, increase awareness and competency across RAQ in understanding how to measure and interpret client and service outcome data by leading the design of formal training and development strategies.
Strategy
Provide client and service outcome reporting to key internal stakeholders to monitor performance, inform practice, and influence strategic direction of the organisation.
Participate in research for external projects and attend advisory body and external reference group/committee meetings, to maintain a full understanding of the current landscape of client outcome measurement and effectiveness.
Utilise client and service outcomes data to create a value proposition for clients, funders and supporters to ensure high brand value and long term sustainability of the organisation.
Professional Development
Demonstrate ongoing commitment to participation in professional development as per organisational policy and procedure.
Be receptive to feedback and apply reflective practice to improve professional development.
Other Organisational Responsibilities
Adhere to all organisational policies, procedures, standards and practices.
Act only in ways that advances RAQ objectives, values and reputation.
Other duties, consistent with skills and experience, as directed by the reporting manager.
Core Competencies
Business Acumen Applies knowledge of the business and the industry to advance the organisation's goals.
Inspires Others Creates a climate where people are motivated to do their best to help the organisation achieve its objectives.
Service Excellence Builds strong client relationships and delivers client-centric solutions. Seeks ways to improve outcomes for clients as consistent with RAQ’s Mission, Vision and Values.
Professionalism Gains the confidence and trust of others through honesty, integrity, and authenticity.
Inclusion Interacts with all stakeholders in ways that demonstrate respect of social and cultural differences, and a commitment to challenging attendant social inequities.
Position Description Manager – Client Outcomes
HR – PD – Manager - Client Outcomes – V1.0 Page 3 of 3 Issue Date: April 2018 Review Date: April 2020
About You To be successful in this position you will have:
Experience A strong track record of managing and delivering projects within specified timeframes.
Experience writing frameworks, reports and practice guidelines.
Experience in community development or community capacity building.
Proven stakeholder relationship management, including evidence of relationships and strategic partnerships with key stakeholders such as key government, non-government and community partners.
Experience in the development and implementation of an outcomes framework.
Experience in working with large data sets and conducting intermediate levels of analysing and interpreting data
Knowledge Evidence-based assessments and client outcome measurement approaches.
Evidence-based practice approaches.
Intermediate level data analysis and interpretation
Contemporary trends in community building.
A sound knowledge of the Not-for-Profit sector, the Australian Government Department of Social Services and Department of Human Services.
Skills Ability to work collaboratively with people to generate confidence and buy-in to achieve successful outcomes.
Demonstrated experience in engaging proactively with and supporting clients of diverse backgrounds (Aboriginal & Torres Strait Islander, Culturally and Linguistically Diverse, low socioeconomic status, people with disabilities and people of diverse bodies, genders and sexualities).
Ability to understand, interpret and translate research data and papers.
Excellent communication skills both written and verbal, including an ability to prepare high level reports.
Excellent time management.
Competent in computer use (Microsoft Office, email, web based programs) and have the ability to learn new programs and applications.
It should be noted that Position Descriptions are under constant review and may be changed at any time.
