employment information package for · 4. resume 1. the application for employment form is available...

Employment Information Package for

Carr Villa Client Services Officer

Position Number POS1505

Enquiries:

Ralf Goetschenberg, Carr Villa Coordinator P: 03 6323 3604

Application Closing Date: Tuesday, 18 December 2018 at 3.00pm

Address all correspondence to:

Manager Human Resources City of Launceston PO Box 396 LAUNCESTON TAS 7250

Email address: [email protected] When emailing your application, attachments should be sent in either Word (.doc/.docx), PDF (.pdf), TIFF (.tiff), JPEG (.jpg) or Excel (.xls/xlsx) formats.

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Introduction Launceston is the regional hub of Northern Tasmania and enjoys a rich natural and social history. Located at the head of the picturesque Tamar Valley, the Launceston region is renowned for its award-winning wines, gourmet dining experiences, magnificent natural features and friendly residents. The City of Launceston municipal area covers an area of 1,405 square kilometres with a population of around 67,000 residents. The City of Launceston is Tasmania's largest municipal council in terms of population and revenue.

Launceston boasts all the major facilities of a much larger city, many of which are owned and operated by the City of Launceston. The City of Launceston is served by 12 Aldermen, including the Mayor and Deputy Mayor. Click here to view City of Launceston's strategic and annual reporting.

https://www.launceston.tas.gov.au/Council/Strategies-Budgets-Reports-and-Policy

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City of Launceston The City of Launceston is one of 67 Tasmanian workplaces recognised as an Employer of Choice by the Tasmanian Government. An Employer of Choice is a workplace which demonstrates contemporary workplace practices and provides outstanding support for its staff. The Council employs around 570 employees across a range of responsibilities.

Organisational Chart

Department Chart

General Manager

Michael Stretton

Corporate Services

Louise Foster, Director

Corporate Strategy

Customer Service

Finance

Human Resources

Information Management

Information Technology

Legal Services

Rates

Strategic Procurement

Development Services

Leanne Hurst, Director

City Development

Community and Economic

Development

Health and Compliance

Facilities Management

Bruce MacIsaac

Director

Architectural Services

Inveresk Precinct

Leisure and Aquatic Centre

Parking & Carr Villa

Infrastructure Services

Shane Eberhardt, Director

Operations

Technical Services

Major Projects

Creative Arts and Cultural Services

Tracy Puklowski, Director

Collections & Research

Audience Engagement

Visitor Operations

Arts and Culture

Planetarium

Administration Support

Civic Affairs

Economic Development

Communications

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Manager Parking and Carr Villa

Parking Coordinator Carr Villa Coordinator

Clients Services Officers (x3)

Municipal Employees (x5)

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Information for Applicants Please read this information carefully, as it will help you with the preparation of your employment application City of Launceston is an equal opportunity employer and complies with the requirements of the Human Rights and Equal Opportunity Commission Act (Clth) 1986 and the Anti Discrimination Act 1998 (Tas) during the recruitment and selection process. When applying for this position, you must provide the following documentation:

1. City of Launceston Application for Employment Form 2. Covering letter 3. Statement addressing the selection criteria 4. Resume

1. The Application for Employment Form is available here.

2. Your covering letter should introduce you and explain why you are applying for the role.

3. All recruitment and selection decisions are based on merit. The most suitable person in

terms of skills, knowledge, qualifications, relevant experience, alignment with organisational values and work attitudes is selected for the positon. Selection is based on the assessment of each application in relation to the selection criteria identified in the position description. The position description is included later in this information kit. The selection criteria consists of the qualifications, knowledge, skills, attitudes and abilities required to successfully perform the role. You must provide a statement which addresses each selection criterion for the role. Your statement should include examples which demonstrate how you meet each criterion.

4. Your resume should provide details of your qualifications, work history, special skills, training and competency details and referees, plus any other information which may support your application. Be clear and informative. Include the names, position titles, addresses and telephone numbers of at least two work referees.

http://www.launceston.tas.gov.au/files/assets/public/employment/22fmx083_application_for_employment_form.docx

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Post Application Process Short listed applicants will be contacted by telephone or email to arrange an interview. Unsuccessful candidates will be advised by email or post. Pre-employment checks The successful applicant will be required to undertake a pre-employment medical examination and consent to a national police check, at Council's expense, prior to a formal employment offer being made. Further information will be provided to the successful candidate.

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General Conditions of Employment

Position Title: Carr Villa Client Services Officer

Employment Terms: temporary full time - up to 12 months parental leave cover

Working Pattern: 19 day month working pattern

Total Remuneration: $61,785* *Total remuneration includes superannuation, as detailed below

Base Salary $55,042

Superannuation: Employer contribution of 12.25%

Annual Leave: 4 weeks annual leave, with leave loading

Long Service Leave: Long service leave applies after 10 years continuous service

The City of Launceston Enterprise Agreement 2016 is available here

https://www.fwc.gov.au/documents/documents/agreements/fwa/ae423826.pdf

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Position Description PF NUMBER: POS NUMBER: POS1505

POSITION TITLE: Carr Villa Client Services Officer

AWARD CLASSIFICATION: Grade 3

EMPLOYEE: vacant

DEPARTMENT: Parking and Carr Villa

DIRECTORATE: Facilities Management

REPORTS TO: Manager Parking and Carr Villa, Coordinator Carr Villa

PREPARED BY: Ralf Goetschenberg

DATE: 15 May 2018

APPROVED BY:

NAME: Andrew Frost

POSITION: Manager Parking & Carr Villa

SIGNATURE:

POSITION PURPOSE (Why does this position exist)

Commitment to providing families with compassionate service adherence to a high level of ethical standard. Provision of customer focused services to internal and external clients. Courteous and effective response to public requests and enquiries. Providing high level administrative support requiring a high degree of judgement, tact, initiative, confidentiality and an eye to detail to ensure the effective operation of Carr Villa Memorial Park. In addition this position has a specific sales focus, responsible for the sale of cremation memorials, gravesites, bronze plaques and other Carr Villa products to clients. Given the sensitive nature of the products and services, the sales must be conducted in a dignified and respectful manner.

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MAJOR ACCOUNTABILITIES/DUTIES AND INDICATORS

Accountabilities/ Major Duties

Activities/Tasks include: Performance

Indicators Company Values Display behaviours which support the Company's

values.

Our people matter

We care about our community

We bring an open mind

We go home safe and well

Behaviour is consistent with the Company's values

Provide front desk reception and respond to public requests and enquiries on any aspects of the services, products, policies and regulations applying to Carr Villa on a daily basis.

Help and give advice to counter and phone enquiries. Book in funerals. Help public, funeral directors, contractors, stone masons, internal staff etc. with queries and location of graves. Take complaints and follow through. Process Orders as required.

Enquiries handled and advice given in a timely and professional manner. Relevant policies, procedures and legislations have been advised of where applicable (Burial and Cremation Act 2002, Cemetery policy).

Assisting customers to select and purchase graves, plaques and memorial placements.

Marketing products and services which are available at Carr Villa suitable to client needs. Show public different cremation areas for placement of ashes. Write up placement particulars for Crematorium Attendant to place ashes and plaque. Notify funeral directors, solicitors, trustees and family of memorial of completion. Order roses, allocate and enter information in Rose Garden Registers.

Delivery of excellent customer service during highly emotional and grieving circumstances.

Plaque Orders Help and advise families of available plaque design options. Assist with the wording of the inscription and process an order to be forwarded to a foundry. Use the online ordering system of the supplier. Process orders through the internal ECM software application.

Respectful interaction with the customer. Accurately processing details given for the internal and external ordering and data process.

Assist in the spreading of cremated remains.

Prepare cremated remains for collection. Scatter cremated remains. Carry out Ash Storeroom Inventory. Be present and

Spreading of cremated remains conducted with

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Indicators

assist families with ash and plaque placement.

respect and professionalism.

Confirm and book funerals; allocate graves and check grave locations.

Allocate grave after funeral booked. Check with funeral directors each morning to confirm booking arrangements for that day. Process Grave Marker Tags plus Ash Box Labels and Sleeves. Check grave locations for funeral directors. Assist public with family history research.

Grave allocation runs smoothly; funeral bookings confirmed; quality customer service provided.

Provide funeral direction and personal reception.

Lead funeral procession to burial site. Assist funeral directors and customers with queries, concerns or complaints.

Funeral processes conducted with respect and professionalism.

Change the Burial Notice Board when required.

Change Burial & Cremation Notice Board on daily basis, including all public funerals and cremations for that day.

Burial Notice Board is consistently current and correct.

Maintain and update computer records.

Input necessary information regarding all funerals, cremations, payments, memorial placements, orders, statistics, letters & correspondence etc. into registers and computer. Keep filing up to date.

Required data input is completed efficiently and accurately.

OpusXi Cemetery Management System - Internal Administrator

To be the “go-to” person at Carr Villa for all questions regarding the operation of OpusXi.

Includes being the information conduit between Launceston City Council IT department regarding server and daily system access.

To be the primary liaison for operational requests and issue management with the OpusXenta team. To be trained in system administrator functions that provide the Carr Villa team with the flexibility to self-manage most aspects of OpusXi, including:

New user setups & password resets

Creation of new item codes and pricing updates

Appropriate and effective controls and processes in place. Timely and effective solutions.

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Indicators

Creation of new cemetery location codes (areas, rows, sections, beds…)

Field & list management

Email template management

Simple CRM report creation & data updates

Handle cash.

Take payments, write out receipts, and enter account particulars into database financials. Collect mail etc. and process Petty Cash Vouchers.

Cash transactions are correct; mail and banking completed as required.

Prepare financial documents.

Process a weekly Payment Method Summary plus a monthly Account Transaction Report.

Reports prepared as required, efficiently and accurately.

Specific Administration duties

Prepare and process correspondence Distribute information as required and appropriate to internal and external customers/stakeholders

Correspondence prepared, sent and processed according to CoL standards. Records are effectively maintained.

Enterprise Content Management System (ECM)

Accessing the task list in the absence (leave, sick leave) of the coordinator to act on customer requests/enquiries - requests actioned within authorisations or forwarded to manager.

Acting on requests within authorisation or forwarding to manager.

Work Safely with a Duty of Care for fellow employees and ensure procedural compliance

Perform all work in a safe manner in accordance with the City of Launceston's Occupational Health and Safety Policy and Procedure While at work, a worker must –

(a) take reasonable care for his or her own health and safety; and

Ensure work is halted where unsafe practices are observed

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Indicators (b) take reasonable care that his or her acts or omissions do not adversely affect the health and safety of other persons; and

(c) comply, so far as the worker is reasonably able, with any reasonable instruction that is given by the person conducting the business or undertaking to allow the person to comply with this Act; and

(d) cooperate with any reasonable policy or procedure of the person conducting the business or undertaking relating to health or safety at the workplace that has been notified to workers.

(Section 28 Work Health & Safety Act 2012)

WORKING WITH VULNERABLE PEOPLE CHECK

Yes/No

Working with Vulnerable People Check required? No

If yes, include in Selection Criteria table below

SELECTION CRITERIA (KNOWLEDGE, SKILLS, ATTITUDES AND QUALIFICATIONS)

Ability to behave in a way that supports the values of City of Launceston

Completed education to Year 10 with demonstrated literacy and numeracy skills.

Relevant work experience (ideally minimum 2 years) with good organisational skills

Ability to use computers and a variety of software packages.

Excellent verbal and written communication skills, including good literacy and business writing skills with a high level of accuracy and attention to detail

Excellent communication skills.

Appropriate standards of personal presentation and decorum.

Ability to adapt approach to suit a variety of situations and clients, including ability to be sensitive, friendly and compassionate with grieving people

Demonstrated ability to provide excellent customer service

Ability to work well in a team environment and autonomously with limited supervision

Desirable: A cheerful and friendly disposition. An understanding of and experience in working in an environment requiring a balance between community and commercial obligations.

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KEY RELATIONSHIPS (External and Internal Customers, Supplier, Colleagues, etc)

Internal Nature of Relationships

Other Council departments and staff at all levels

Productive and positive working relationships Liaison and support

External Nature of Relationships

Customers, community groups, funeral directors and stone masons

Friendly and empathetic customer service

REPORTING STRUCTURE

Manager Manager Parking & Carr Villa Day-to-day guidance: Carr Villa Coordinator

Direct Reports nil

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DELEGATIONS & AUTHORISATIONS (Local Government Act, By-Laws etc)

COMPUTER AND CORPORATE APPLICATION ACCESS REQUIREMENTS (indicate the access required for this position)

Yes/No Enter Workplace Details

Computer Access

Email and Internet YES

Technology One Enterprise Suite

Employee Self Service YES

Purchasing Requisitions YES

Purchasing Approvals YES Limit $2,500

Works & Assets YES

Technology One Property & Rating YES

ECM YES

POSITION TARGET QUALIFICATIONS (required qualifications and competencies)

POSITION SCOPE (Budget Control, Relevant Statistics etc)

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Confidentiality Staff are a) Able to access; or b) May be exposed in the course of performing their duties to information that may be related to individuals, organisations or the general dealings of the City of Launceston. Some of this information will be of a sensitive nature – either within or external to the organisation. By accepting this position the employee undertakes: a) To keep all information that they are exposed to confidential during and after their period of employment with City of Launceston. Information should never be disclosed outside of the organisation and only be disclosed to other employees if there is a need within the context of the task being performed. b) To not access any information within the organisation's systems that is not directly relevant to their work. c) To abide by the requirements of the Confidentiality and Privacy clause of the relevant Enterprise Agreement.

OTHER RELEVANT INFORMATION

Is there any other background information that would assist in describing the nature and context of the role?

This role requires dealing with grieving, distressed and emotional individuals and/or families. The duties need to be carried out in a respectful and courteous manner, taken into account the grieving state some customers maybe experiencing. As an example, many of the tasks have to be performed outside the office attending to ash placements, assisting families choosing a burial site or placement location or leading a funeral to the grave site.

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CITY OF LAUNCESTON'S ORGANISATIONAL VALUES

we value clear and open communication

we support and encourage each other

we respect diversity

we recognise individual needs, experience and strengths

we take pride in our work and pursue a standard of excellence

we genuinely listen, and value collaborative relationships

we strive towards the best outcome for our community

we make responsible and sustainable decisions

we actively seek opportunities to continuously improve

we respect and explore different ideas and perspectives

we embrace change that leads to positive outcomes

we value innovation and creativity

we show care for people and look out for one another

we speak up and support others to be healthy and safe

we take personal responsibility for our own health and wellbeing

we value work-life fit

employment information package for · 4. resume 1. the application for employment form is available...

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