What you'll do

• Allocating tasks to staff based on current priorities.
• Monitoring call queues and staff skills
• Monitoring adherence to schedule and exceptions.
• Providing immediate feedback to Administration Officers and informing the Team Leader of operational risks and issues as necessary.

• Coordinate operations of in scope Connecting Care services, ensuring efficiency and effectiveness for customers. On a shift-by-shift basis, monitor operational performance of a team of up to 35 Administration Officers by coordinating human and physical resources, allocating and prioritising tasks, and monitoring performance. This includes:
• Daily resolution of issues, related to information and communication technology (ICT), including system outages. Escalate ICT issues per procedures and follow Business Continuity Planning Processes (BCP).
• Manage work systems, by providing direct technical systems support to the Connecting Care team and troubleshoot ICT issues prior to escalating as per procedures.
• Supporting staff to complete shift availability and leave forms, document exceptions and shift changes on the daily communication sheet, monitor unplanned leave and ad hoc shift changes.
• Coordinate staff participation in training and learning and development activities.

About you

We are searching for someone who has:

• Experience in team and operational management, including coordinating and monitoring work priorities, planning ahead, and allocating tasks to ensure effective use of resources and high-quality service delivery in a multifaceted service environment.
• Analytical, conceptual and problem-solving skills, including the ability to develop and implement remedial strategies as required.
• Ability to provide leadership and maintain a collaborative, supportive, and effective working environment to a diverse team of counsellors.
• Well-developed interpersonal, written and oral communication skills, including the ability to negotiate, advice, influence others and work collaboratively with people to make decisions.
• Ability to provide direct technical systems support and troubleshoot ICT issues.

Why work with us?

Work alongside passionate professionals in a supportive and inclusive environment that values people and prioritises employee success and wellbeing.

Competitive salaries

• 12.75% superannuation
• 17.5% leave loading

Employee wellbeing & development

• Access to 24/7 confidential employee support providers and counsellors including for immediate family members
• Additional flexibility to support your work life balance including access to generous leave entitlements, such as purchased leave, domestic violence leave, reproductive health leave, cultural leave, study and examination leave.
• Access to a variety of programs and initiatives to support training and career growth.
• Grow your skills through hands-on experience and access to internal training opportunities and additional financial and leave benefits for approved external training and development.

Our commitment to equity, diversity and inclusion

At Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager.

Ready to apply?

For further information on how to apply please review the attached Role Description.