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ClusterTransportAgencyTransport for NSWDivision/Branch/UnitCorporate Services - Group IT - Information Services and RecordsRole number50001874, 50001875, 50001876, 50001877, 50001878, 50001879, 50001880, 51001830, 51001831, 51001832, 51001833, 51001834, 51001835, 51011245, 51011246, 51011247, 51011248, 51011249, 51011450, 51016858, 51016859, 51016860, 51016861, 51016862,Classification/Grade/Band3ANZSCO Code531111PCAT Code1127292Date of Approval1 September 2020Agency Websitetransport..auAgency overviewAt Transport, we’re passionate about making NSW a better place to live, work and visit. Our vision is to give everyone the freedom to choose how and when they get around, no matter where they live. Right now, we’re delivering a $55.6bn program – the largest Australia has ever seen – to keep people and goods moving, connect communities and shape the future of our cities, centres and regions. At Transport, we’re also committed to creating a diverse, inclusive and flexible workforce, which reflects the community and the customers we serve.Our organisation – Transport for NSW – is comprised of nine integrated divisions that focus on achieving community outcomes for the greater good and on putting our customers at the center and our people at the heart of everything we do.Primary purpose of the roleThe Shared Services Support Officer Records provides a high standard of customer service in a business support role involving the process and the delivery of variety of records management transactions and value-added business services across the Transport Cluster. It works in a team environment, assisting and complementing the work of others in ensuring that the customer receives the best service possibleKey accountabilities? Provide support to ensure that all business processing tasks of records management, file creation, file retrieval and returns, sentencing and disposal and conversion of physical to digital records, office administration and office services are delivered in an efficient and effective manner? Achieve and maintain high standards of service delivery and quick turnaround of services while complying with specified records management standards in a complex regulatory environment? Use a range of computer systems and technology solutions as part of standard operating processes? Maintain a high standard of service and good working relationships with customers, managers and staff from across the Transport Cluster, Public Sector Agencies as well as external contacts? Resolve enquiries from a variety of internal and external parties or seek assistance in resolving enquiries in a timely manner? Develop and maintain capabilities across different aspects of records management; and technological systems involved in transaction processing or data retrieval. Keep up to date with procedural or information system changes? Be an agile member of the team and accept opportunities for job rotation to increase knowledge and capacityKey challenges? Meeting the requirements of TfNSW and its Operating Agencies while ensuring compliance with the AS 4390, the State Records Act 1998, Privacy and Personal Information Protection Act 1998 and Work Health and Safety Act 2011? Achieving and maintaining high standards of service delivery at all times? Managing time and prioritising issues and dealing with work peaks and pressures as they occur? Delivering efficient, timely and responsive records management services, completing assigned records project work to required standard and timeframe and contributing to the development and maintenance of an effective records management system in a digital and paper environmentKey relationshipsWho WhyInternalOperating Division and AgenciesOperating Division and AgenciesTeam Leader Records ManagementCoordinates the day to day activities to meet service delivery needs and policy and procedural requirements. Discusses the security levels to be applied to records as well as the application of disposal authorities to records. Discusses difficult and more complex service delivery and policy issues and formulates recommendations for approvalExternalOffsite Storage ProvidersFor ongoing management of records in offsite storageRole dimensionsDecision makingN/AReporting lineThe role reports to the Team Leader Records ManagementDirect reportsNilBudget/ExpenditureNilCapabilities for the roleThe NSW public sector capability framework describes the capabilities (knowledge, skills and abilities) needed to perform a role. There are four main groups of capabilities: personal attributes, relationships, results and business enablers, with a fifth people management group of capabilities for roles with managerial responsibilities. These groups, combined with capabilities drawn from occupation-specific capability sets where relevant, work together to provide an understanding of the capabilities needed for the role.The capabilities are separated into focus capabilities and complementary capabilities. Focus capabilitiesFocus capabilities are the capabilities considered the most important for effective performance of the role. These capabilities will be assessed at recruitment. The focus capabilities for this role are shown below with a brief explanation of what each capability covers and the indicators describing the types of behaviours expected at each level.FOCUS CAPABILITIESCapability group/setsCapability nameBehavioural indicatorsLevel Act with IntegrityBe ethical and professional, and uphold and promote the public sector valuesBehave in an honest, ethical and professional wayBuild understanding of ethical behaviourFollow legislation, policies, guidelines and codes of conduct that apply to your role and organisationSpeak out against misconduct and illegal and inappropriate behaviourReport apparent conflicts of interestFoundationalCommit to Customer ServiceProvide customer-focused services in line with public sector and organisational objectivesFocus on providing a positive customer experienceSupport a customer-focused culture in the organisationDemonstrate a thorough knowledge of the services provided and relay this knowledge to customersIdentify and respond quickly to customer needsConsider customer service requirements and develop solutions to meet needsResolve complex customer issues and needsCooperate across work areas to improve outcomes for customersIntermediateWork CollaborativelyCollaborate with others and value their contributionWork as a supportive and cooperative team member, sharing information and acknowledging others’ effortsRespond to others who need clarification or guidance on the jobStep in to help others when workloads are highKeep the team and supervisor informed of work tasksUse appropriate approaches, including digital technologies, to share information and collaborate with othersFoundationalDeliver ResultsAchieve results through the efficient use of resources and a commitment to quality outcomesSeek clarification when unsure of work tasksComplete own work tasks under guidance within set budgets, timeframes and standardsTake the initiative to progress own workIdentify resources needed to complete allocated work tasksFoundationalDemonstrate AccountabilityBe proactive and responsible for own actions, and adhere to legislation, policy and guidelinesTake responsibility for own actionsBe aware of delegations and act within authority levelsBe aware of team goals and their impact on work tasksFollow safe work practices and take reasonable care of own and others’ health and safetyEscalate issues when these are identifiedFollow government and organisational record-keeping requirementsFoundationalTechnologyUnderstand and use available technologies to maximise efficiencies and effectivenessDemonstrate a sound understanding of technology relevant to the work unit, and identify and select the most appropriate technology for assigned tasksUse available technology to improve individual performance and effectivenessMake effective use of records, information and knowledge management functions and systemsSupport the implementation of systems improvement initiatives, and the introduction and roll-out of new technologiesIntermediateComplementary capabilitiesComplementary capabilities are also identified from the Capability Framework and relevant occupation-specific capability sets. They are important to identifying performance required for the role and development opportunities. Note: capabilities listed as ‘not essential’ for this role are not relevant for recruitment purposes however may be relevant for future career PLEMENTARY CAPABILITIESCapability group/setsCapability nameDescriptionLevel Display Resilience and CourageBe open and honest, prepared to express your views, and willing to accept and commit to changeFoundationalManage SelfShow drive and motivation, an ability to self-reflect and a commitment to learningFoundationalValue Diversity and InclusionDemonstrate inclusive behaviour and show respect for diverse backgrounds, experiences and perspectivesFoundationalCommunicate EffectivelyCommunicate clearly, actively listen to others, and respond with understanding and respectFoundationalInfluence and NegotiateGain consensus and commitment from others, and resolve issues and conflictsFoundationalPlan and PrioritisePlan to achieve priority outcomes and respond flexibly to changing circumstancesFoundationalThink and Solve ProblemsThink, analyse and consider the broader context to develop practical solutionsFoundationalFinanceUnderstand and apply financial processes to achieve value for money and minimise financial riskFoundationalProcurement and Contract ManagementUnderstand and apply procurement processes to ensure effective purchasing and contract performanceFoundationalProject ManagementUnderstand and apply effective planning, coordination and control methodsFoundational ................
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