 Provide expertise and advice relating to analysis and interpretation of business performance and trends to enhance outcomes, ensuring best use of resources, a positive consumer journey through the system and, efficient and effective service delivery.  Manage the integrity of data and ensure Community Care is meeting or exceeding key performance measures, legislative, funding agreements and other reporting requirements.  Develop mechanisms and processes to monitor and evaluate compliance and quality of the service.  Ensure proactive resource management and coordination of staffing for Customer Enquiries and Pathways and Business Operations as well impacts for the broader Community Care unit.  Develop and lead service improvement initiatives that support the successful implementation of strategic objectives in line with organisational and departmental directions.  Contribute to the effective planning, operation, monitoring and outcomes of the Community Care Unit.  Support the provision of a high quality range of services for the target group which are flexible, equitable, within budget, responsive to growing, diverse and changing community needs and comply with Legislation, Program Guidelines, Contracts, Service Agreements and the Council Plan.  Ensure that outcomes and benefits are managed and measured, and the Key Performance Indicators relating to the Unit, as outlined in the Council Plan and State and  Engage with relevant Community Care leaders to investigate Community Care complaints and incidents and provide specific advice for individual instances. Lead reflective practice sessions as required in response to serious incidents and complaints.  Ensure budget oversite for operation costs for review, adjustment and implementation of solutions.  Develop organisational insights through strategic planning to influence meaningful recommendations and decisions.

Quality & Risk Management• An integrated Quality Management System including the implementation of State, Federal and NDIS standards• Health and Safety System in accordance with relevant legislation, internal policies and practices• Review and maintain the Quality Management, Risk Management, Compliance Management and Continuous Improvement Frameworks• Develop accessible and comprehensive suite of policies and procedures.• Plan and coordinate the internal auditing schedule for the Quality Management System• Manage the process for external audits including preparation of information for audit and liaising with external audit organisation.• Undertake internal audits, evaluations and reviews• Manage the Complaints and Compliments system.• Oversee the process of incident reporting• Manage a continuous Improvement process based on matters identified from compliments and complaints, incident reporting and identified management operational preferences.Compliance – Legislative and RegulatoryIdentify applicable legislation, regulation, directives and service agreements developing an ongoing Legislation Register• Participate in a risk assessment for each new and/or changed obligation• Through consultation with relevant stakeholders identify new and emerging obligations, assess in terms of risk exposure and risk management, and proactively respond.• Coordinate the process of compliance management, evaluation and report on compliance including breach notification and resolution processesParticipant Service• Log and analyse all Participant Incident Reports, Compliments and Complaints, review and report trends over time.OH&S• Assist management to fulfil their Health and Safety reporting obligations to plan and establish effective systems for the management of hazards and risks• Ensure that risk assessments are implemented for any new activity and/or organisational premises and any identified risk reported for consultation• Oversee Fire Safety compliance

- Develop and refine the Education Services quality system and framework based on RACGP and Education Services guidance documents such as mission statements, vision statements, strategic plans, program objectives - Maintain and update quality management processes across Education Services, including procedural reviews, reporting to Quality Management Committee meetings, and other meetings as required - Initiate and coordinate regular quality reviews and quality assurance activities of programs or program segments, and ad hoc as requested by management - Analyse quality assurance and improvement activity results, report on the findings and provide strategic advice. - Communicate and advocate on the benefits of quality management to Education Services staff and management, and to other departments, managers or faculties as requested - Coordinate and advise managers and teams in the development of team objectives and management of risks associated with their operations. - Support the process of compliance with conditions and recommendations of the RACGP’s Australian Medical Council (AMC) accreditation through application of quality control processes.- Develop and maintain systems and strategies to monitor training provider compliance with conditions and recommendations resulting from accreditation activities - Participate in review visits and desk-top audits as a Senior Accreditation Reviewer with reference to the RACGP Vocational Training Standards- In conjunction with the team manager, develop work plans for the Quality Management & Accreditation staff

- Development and implementation of standard operating procedures for business operational activities - Developing and supporting a cross functional culture of continuous improvement- Fostering a positive work environment to enable a strong culture that adheres to company values- Management of operational budgets and financial risks within delegated authority and company policies- Scheduling workload to meet priorities and targets - Ensure that projects are completed by deadlines, streamline processes to maximize productivity- Representation of the business appropriately at industry, government or client meetings, forums or other events- Development and maintenance of the value stream mapping for operational functions- Recruitment, selection and mentoring of staff

- Manage compliance team to achieve business targets- Development and updating standard operating procedures for all business operational activities- Undertake operational risk and audit process for the purpose of risk mitigation- Ensure team follows standard operating procedures for all operational functions- Manage work assignment and allocation for staff- Provide operational guidance to staff- Ensure NRAS approval occurs from initial to completion process - Undertake regular audits / reviews to ensure compliance- Development and improvement of the AMC NRAS Compliance function

- Ensuring thorough business analysis and acceptance has been applied for all Partner change requests, and new partners- Analysis of agreed change requests and projects against existing work, to allocate priorities and resources appropriately- Communication and agreement with key stakeholders to ensure deliveries are scheduled and delivered in line with business priorities- Receiving, assessing, and coordinating the approval for all change requests and projects- Delegation of project deliveries between Project Managers to ensure a balanced workload- Ensuring all documentation is completed on time and with all required detail- Acting as an escalation point and assist with delivery tasks as needed, including liaison with external partners and internal stakeholders when required- UAT and post-live testing to ensure quality deliveries- Working with key stakeholders throughout the business to ensure Partnerships communications are sufficient and well received at all times- Ensuring compliance registers and procedures are maintained and delivered to key stakeholders as needed.

Facilitate the integration of processes, plans and procedures between various Project Delivery functional areas associated with SKM’s Major Capital Project Delivery activities and the compliance with these processes. Provision of I&A services to smaller projects and studies on an as needed basis. Introduction of I&A services to other Operations Centres. Ongoing business improvement is a key activity of the role and will be based on analysis of project performance.- Support and assist in the development and implementation of project specific Execution Plans to suit the requirements of Major Capital Projects (including smaller projects and studies) - Contribute to the development of a suite of baseline/template project plans, procedures, processes and forms for use on major capital projects undertaken by SKM - Undertake analysis of project performance and identify opportunities and strategies for system and organisational improvement. Improvement opportunities covering the full project life cycle including from concept through feasibility, implementation and handover - Promote efficient coordination activities amongst the regional Project Delivery functional areas - Support liaison with clients through Project Managers on all matters affecting integration and system compliance - In consultation with Functional Manager: Integration & Assurance, and appropriate Project Managers; coordinate and conduct Project Assurance Reviews, Functional Reviews and Compliance Audits - In consultation with capital project (including smaller projects and studies) PMs, coordinate responses to Client requests for corrective actions / improvement and facilitate satisfactory resolution - Promote use of SKM Project Management Systems and services to external organisations where opportunities exist - Periodically monitor the project’s progress with a view to scope changes and the risks associated with those changes and report accordingly

- Support and assist in the development and implementation of project specific Execution Plans to suit the requirements of Major Capital Projects (including smaller projects and studies)- Contribute to the development of a suite of baseline/template project plans, procedures, processes and forms for use on major capital projects undertaken by SKM- Undertake analysis of project performance and identify opportunities and strategies for system and organisational improvement. Improvement opportunities covering the full project life cycle including from concept through feasibility, implementation and handover- Promote efficient coordination activities amongst the regional Project Delivery functional areas- Support liaison with clients through Project Managers on all matters affecting integration and system compliance- In consultation with Functional Manager: Integration & Assurance, and appropriate Project Managers; coordinate and conduct Project Assurance Reviews, Functional Reviews and Compliance Audits- In consultation with capital project (including smaller projects and studies) PMs, coordinate responses to Client requests for corrective actions / improvement and facilitate satisfactory resolution- Promote use of SKM Project Management Systems and services to external organisations where opportunities exist- Project troubleshooting to assess and provide advice on resolution of identified issues- Assist in the development of a SKM Business Improvement Program- Promote the use of Quality management by all project staff- Periodically monitor the project’s progress with a view to scope changes and the risks associated with those changes and report accordingly

- Conducting audits on the implementation of project plans- Review of corporate policies, procedures and guidelines- Functional Reviews- Assisting the Project Manager in the preparation and reports of the Project Execution Plan (SKM Service – Project Execution Plan) - Develop and apply SKM’s Quality Assurance Plan associated to the Project. Analyze and mitigate quality risks- Develop training programs for the work team according to the specific requirements of the Quality Assurance Plan- Develop action plans to mitigate the quality risks to which the Project will be exposed according to the Quality Assurance Plan- Define requirements for the Quality Assurance Plan, requested or considered by the Client, with the purpose of establishing the correct execution of the suppliers’ works- Ensure the accomplishment of the auditing schedule agreed with the Project Manager, coordinating with the auditing team the execution of the audits, achieving the monitoring and control of the Project’s Quality Assurance Schedule- Keep the Project team and Client, informed of quality management developed- Development, Verify and Issue the reports of Integration & Assurance review, Management audits according to the validated auditing schedule- Conduct Manufacturer Data Report (MDR) reviews- Conduct Installation and Operational Manual (IOM) reviews- Liaise with contractors and Joint Venture (JV) partnerships- Development, Verify and Issue the reports of I&A review, Management audits according to the validated auditing schedule- Assisting with delivery of requirements under the contract - Provide support with Non Conformances (NCR) and Corrective Action Requests (CAR)- Input into Project Monthy Reporting- Proposal Review and Input- Providing costings for quality into projects- Conduct reviews of contractors project material

- Assist with delivery of requirements under the SMEC/Client contract and/or Tender Brief- Preparation, implementation and monitoring of project plans in accordance with SMEC management systems- Monitoring time, budget, quality and other key project performance indicators- Set up and manage projects and opportunities in Epicor- Ensure Quality, Environmental and Safety (QES) requirements were implemented during the initial setup phase- Facilitate project delivery and implement measures to ensure client satisfaction- Coordination of Proposals - reviewing tender documents, compilation of submissions- Liaison with Engineers, Sub-Contractors, Council Members, and Clients- Run Utilisation Reports, Time Audit Reports in Epicor for review- Provide Inductions and Training for all new Environment staff- Diary Management- Document formatting- Quality Control

- Liaison with Architects, Engineers, Building Surveyors, Council Members, Clients & Contractors- Coordination of Projects- Scheduling all new projects into a timeline and informing client of the anticipated completion date, sometimes leading to negotiation for rescheduling for a better outcome for client - Ensuring that all documentation needed for Engineers/Designers was ready for commencement of project- Delegation of tasks to various staff members (ordering DBYD, As Constructed, Legal Point of Discharge)- Obtain correct drawing formats and Flood Reports/Searches- Liaison with Council delegate to obtain design standards and submission requirements (only for projects interstate or not a council previously dealt with)- Compilation of all .PDF electronic reports- Prepare Form 15’s & Form 16’s for signature (Certification Forms)- Prepare Erosion Hazard Assessment Forms for signature- Supported Engineers, Designers and Drafters with their written communication skills for outgoing correspondence to clients

- Liaison with Engineers, Building Surveyors, Council Members, Clients, Suppliers- Fee Proposals, Tax Invoices, Project Costing (Done in Microsoft Excel)- Coordination of Projects- Document Quality Control- Prepare all correspondence- Preparation of Specifications, Development Applications & Planning Reports- Maintain internal files- Drafting- Tender Proposals- Training of new staff with systems