JOB DESCRIPTION FORM



2057400-457200Classification Evaluation Date:3/1/2012Current Version Date:6/7/201600Classification Evaluation Date:3/1/2012Current Version Date:6/7/2016JOB DESCRIPTION FORMMetropolitan Cemeteries BoardKCS008 Client Relations OfficerPOSITION DETAILSClassification/LevelLevel 4Award/AgreementPublic Service and Government Officers’ General Agreement 2014Org UnitClient Services Physical LocationKarrakattaREPORTING RELATIONSHIPSNumber of positions Supervised: NILSUPERVISORPosition NumberKCS009Position TitleClient Services ManagerClassification/LevelLevel 6KEY WORK DESCRIPTIONThis section provides a brief summary of the key functions of the positionThe position is responsible for investigating feedback and managing complaints relating to general cemetery operations; researching and composing appropriate responses; and making recommendations on operational and process improvements to address issues. This requires excellent internal communication and collaboration skills.This position co-ordinates the client related aspects of the MCB’s Cemetery Renewal program, liaising with internal stakeholders and client families regarding the renewal process and options for families. Cemetery Renewal is best defined as the redevelopment of existing cemetery burial areas to accommodate new gravesites, memorial locations and mausoleum crypts. Renewal allows MCB cemeteries to remain open for traditional burials – it is a practice in cemetery sustainability. The MCB’s Cemetery Renewal Program is driven by the Planning and Operations Directorate as a planning initiative; however the program is of significant interest for clients. The role will also undertake a variety of project work and will also play a role in liaising with the Funeral Directors licenced by the ANISATIONAL CONTEXTThis section provides a synopsis of the Organisation and its goalsThe Metropolitan Cemeteries Board (MCB) was created on 1 October 1988 to manage cemeteries in the Perth metropolitan area. The MCB is a fully self-supporting statutory authority within the Western Australian Public Sector. The MCB reports to the Minister for Local Government; Community Services; Seniors and Volunteering; Youth. Revenue is raised from the fees and charges for the services and products provided at the MCB’s cemeteries. Revenue raised is allocated for the provision of current and future operations and the development of facilities.The Board of the MCB consists of a Chairman, Deputy Chairman and five members, all appointed by the Governor in Council and responsible to the Minister for Local Government; Community Services; Seniors and Volunteering; Youth. Through the Chief Executive Officer, the MCB manages six cemeteries and memorial garden sites around Perth: Karrakatta, Pinnaroo Valley Memorial Park, Fremantle, Midland, Guildford and Rockingham Regional Memorial Park. The MCB also participates in the management of East Rockingham Pioneer Cemetery.WORK DESCRIPTION This section outlines the results and outcomes required of an individual in this positionORGANISATIONAL DUTIESParticipates as required in the development and implementation of the MCB’s Operational Plans and other corporate initiatives.Participates as required in the development and implementation of appropriate work team plans. Establishes and maintains effective working relationships with peers and colleagues to achieve team and Division operational objectives.Participates in the MCB’s performance management system.Undertakes all duties consistent with EEO, safety and health legislative requirements.Performs all aspects of the role honestly and in accordance with the MCB’s Code of Conduct and its values of Compassion, Respect, Understanding and Integrity.Participates on relevant internal and/or external committees and and/or working parties.Other duties as directed, according to organisational needs.CUSTOMER AND STAKEHOLDER MANAGEMENT AND LIAISONMaintains good customer relations in line with the MCB’s Customer Service PLAINTS MANAGEMENTThoroughly investigate complaints and compose appropriate responses in line with legislation, and MCB Complaint Handling policy and guidelines Collate and monitor enquiries, feedback and concerns from clients and escalate responses and resolution of complex items to the Manager Client ServicesUse appropriate communication to manage client expectations by clarifying expectations and deadlines; keep clients informed on progress; provide courteous, prompt and professional service to clients. Deal sensitively with clients that may be in a highly emotional frame of mind.Generate reports on complaint issues, providing analysis on trends and provide recommendations on process improvements to the Client Services ManagerLiaise with appropriate MCB staff on identifying and implementing operational solutions to address complaint related issuesLiaise with and provide information to external departments as required, including the Ombudsman Western Australia and RiskCover.CEMETERY RENEWAL PROGRAMUndertake research relating to cemetery renewal and undertakes the various tasks associated with progressing a cemetery renewal area, including research, composition and generation of letters to clients.Provide advice, and respond to enquiries or complaints from clients relating to cemetery renewal; which are often of a complex nature and requires dealing sensitively with clients that may be in a highly emotional frame of mind. Negotiate with clients to identify alternative solutions to the retention of an existing gravesite, such as exhumation and relocation, whilst ensuring the needs of the MCB are met.Liaise with MCB Staff as appropriate to co-ordinate requested retention, relocation and removal of monumental work and exhumations; resolve cemetery renewal related operational issues that impact upon clients; provide information to ensure update to date and accurate renewal maps.Liaise with external stakeholders such as the Office of Australian War Graves and Honouring Indigenous War Graves Incorporated to ensure graves are retained and accurate records kept.Ensure accurate record keeping and management, including taking of photographs; recording of inscriptions; management of correspondence, accessing, inputting and extracting data contained within databases. Ensure compliance with all legislative requirements associated with cemetery renewal.Assist in the development and implementation of procedures and provide input into policies relating to the renewal of memorial gardens and other new renewal strategies.Act as Secretary to the MCB Monument Assessment and Advisory Committee (MAAC), taking minutes and preparing necessary documentation as required. Work with the MCB Marketing Manager on community liaison components of cemetery renewal to maintain MCB reputation and community standing.Prepare and present training on cemetery renewal to new and existing staff and Funeral Directors as required. Exercise initiative and work efficiently without direct supervision.PROJECT MANAGEMENT Establishes task plans and simple project plans with measurable milestones to deliver objectives. Undertake Client Services projects as directed by the Client Services Manager to ensure these are delivered in a timely, effective and efficient manner. Maintain accurate records of projects and administrative tasks in accordance with MCB Records Management Policy and other related policies and procedures.Conduct in depth research and analysis as directed by the Director Client Services and provide reports and analysis of information as required.OTHERProvision of advice to local councils and shires on cemetery management issuesLiaison with MCB licenced Funeral Directors on administrative matters as required, including annual licence renewals.Conduct cemetery tours as required.Other duties as required.WORK RELATED REQUIREMENTSESSENTIAL PRE-EMPLOYMENT REQUIREMENTSIn the context of this position, able to demonstrate: Excellent interpersonal skills, including a demonstrated ability to negotiate positive outcomes and to communicate effectively on complex matters and/or experience in community consultationExcellent customer service skills and experience in the management of complaints/complaints in a sensitive environment.High level verbal and written communication skills including the preparation of sensitive correspondence, reports and briefings.Highly developed analytical, research and conceptual skills with an ability to interpret and apply relevant legislationExperience in managing projects to meet deadlines Commitment to ethical decision making.SPECIAL EQUIPMENT/REQUIREMENTSA current C-class Driver’s Licence. ESSENTIAL PRE_EMPLOYMENT REQUIREMENTS‘Australian Permanent Residency’ status is a minimum requirement for permanent appointments to the WA Public Sector.A 100 point identification check will be conducted by the MCB prior to recommendation for appointment.CERTIFICATIONThe details contained in this document are an accurate statement of the duties, responsibilities and other requirements of the job.Signature:___________________________________Manager/SupervisorDate:Signature:___________________________________Manager Human Resource and Organisational Development Date: ................
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