Position Description

Position Title: Administration Assistant – Language Services Reports To: Senior Language Services Coordinator

Effective Date: March 2018 Responsible For: NIL

Budget: N/A

Organisational ContextVicdeaf connects people to the life they want to lead – through ensuring better access, inclusion and equal opportunity.

Vicdeaf is a progressive community business and a leader in services to people who are Deaf, hard of hearing or who experience barriers to participation.

Established in 1884, our commitment is to ensure that our clients and community are able to enjoy the benefits of being able to participate and contribute across all areas of life, including through economic, cultural, social and civic involvement.

Primary Purpose of RoleTo provide administration support to the Language Services team within the Language, Partnerships and Innovation (LPI) Department.

Vicdeaf Values and Vision

RespectfulWe respect our people, culture, community and historyWe are kind and considerate in our dealings with peopleWe behave in fair and ethical ways

InclusiveWe welcome and engage with people from all backgroundsWe reduce barriers and attitudes that discriminateWe are accessibleWe strive for equality

AdaptableWe embrace and drive change for our clients and communitiesWe are open and flexible to changing needsWe adapt to meet and overcome new challenges

DiverseWe believe our diversity is our strengthOur perspectives drive our organisationWe value different perspectives and culturesWe are culturally and socially aware

ProgressiveWe are forward-thinkingWe are in touch with the needs – and future needs – of the communitiesWe look for ways to improve the lives of our clients and communities

Vision Our clients and our community live in an accessible, inclusive society with equal opportunity in all areas of life”

Core Strategic Requirements (applicable to all roles)

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Position Description

Positive Working Relationships Cultural and Linguistic Diversity Personal Accountability Innovation/Quality/Continuous Improvement

Support other team members

Share knowledge and information

Build relationships with other teams

Positive approach to conflict resolution

Take an active role in creating a safe and healthy work environment

Auslan skills/willingness to learn Auslan

Flexible and adaptable communication

Be aware of and adapt to cultural & linguistic diversity

Adherence to policies/standards/procedures

Compliance with health, safety and wellbeing requirements

Undertake continuing professional development

Participate in training and personal development activities

Creative and innovative approach to work

Suggest & make changes to improve services

Evaluate own work to ensure effective service delivery

Be proactive in identifying service gaps

Be open and responsive to feedback

Key Outcomes to be achieved

1. Outcome: Contribute to the achievement of Vicdeaf’s strategic objectives Ensure that role outcomes/results are aligned with organisational strategy, integrated with other services and meet client needs

Performance Indicators Work in a flexible and adaptable way to ensure resourceful and efficient service delivery Understand and promote Vicdeaf’s services Consistently provide services that meet client and regulatory requirements

2. Outcome: Provision of high level customer service Provide a high level customer service experience

Indicative time 70%

Performance Indicators A professional tone and manner is maintained at all times Ensure eNews is delivered in a timely manner and that content is managed Emails are answered or acknowledged on the same business day they are received. If unable to respond immediately an acknowledgement and timeline for

follow-up is given Entering faxed booking forms and following up on missing information as required Answering phones and directing callers to the appropriate staff member Provide quotes for interpreting assignments and entering travel as required on interpreter booking system Monitoring the Auslan Connections group email, directing emails to appropriate staff member

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Position Description

Create ongoing interpreter bookings including Vicdeaf yearly meeting schedule, university semester timetables etc. Accurately enter staff and in-house interpreter block outs Maintain and update interpreter database; keeping interpreter records up to date and create interpreter profiles etc. Obtaining prep material for interpreters Invoicing and claim reconciliation and support Customer queries/complaints are responded to in an appropriate and timely manner. Complaints are referred to the Senior Coordinator, Auslan Connections in

the first instance then to the Operations Manager, Auslan Connections if the matter escalates.

3. Outcome: Professional Development/Team Activities To participate in and continue skills development

Indicative time 10%

Performance Indicators Participate in any training or workshops provided by Vicdeaf

4. Outcome: Occupational Health and Safety Actively contribute to a health and safe working environment

Indicative time 5%

Performance Indicators Actively promote a safe working environment and ensure OH&S guidelines are adhereed to at all times

5. Outcome: Provide administrative assistance to the Language Services Leadership Team Provide timely and efficient support with a range of administration activities

Indicative time 15%

Performance Indicators Provide administrative support to the CLS General, Operations and Program Managers and Senior Coordinator as required Be professional and timely in delivery of support

Knowledge, Skills & Experience (critical for successful performance in the role) (Examples include: Depth of experience i.e. extensive knowledge and experience in X, gained through substantial previous practice in Y; Breadth of experience i.e. experience in integrated advice/services across a full range of programs or across the organisation Context i.e. experience gained within a particular context or sector – understanding and experience in managing X or providing advice in Y)

The ability to learn new software Demonstrated ability to provide the highest level of customer service

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Position Description

Excellent administration skills including record keeping, keyboard and data entry Well-developed organisational and time management skills Well-developed interpersonal and communication skills (both verbal and written) Knowledge of Microsoft Office applications, in particular Outlook and Excel Knowledge of and experience with website Content Management System and social media accounts Positive and flexible nature able to deal with a wide range of people and situations Resilient attitude with the ability to deal with issues in a calm and non-confrontational manner Proven team player but demonstrated competency to work independently Ability to work under pressure and meet timelines Maintain confidentiality and sensitivity when dealing with sensitive information Knowledge of Deaf and hard of hearing community will be well regarded

Qualifications / Certifications / Memberships (essential to the role) (Examples include relevant qualification, membership of professional body, NAATI certification, Driver’s License, Working with Children Check, First Aid certificate)

Previous experience in administration or relevant qualification in Business Administration will be well regarded Qualification in Auslan/Interpreting or knowledge of the industry will be well regarded

Travel Frequency (Regular, Infrequent, Rare) (Examples include regular travel to assignment location, infrequent travel to client’s homes/other organisations, travel to or working from other offices or locations)

Rare

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