POSITION DESCRIPTION



5157915104775Position DescriptionManager Community Engagement & CommunicationsPosition IdentificationPosition Title:Manager, Community Engagement & CommunicationsPosition Number:Corporate ServicesDPR001Classification:ManagerReports to:Director, Corporate ServicesDirectorate:Corporate ServicesBudget responsibility:TBADepartment:Community Engagement and CommunicationsNo. of direct reports:TwoJob Family:Manager (MGT)Delegation,Authorisations and Appointment:This position has been delegated authority to exercise powers, duties and functions under various pieces of legislation by virtue of the Instrument of Delegation from Council to Staff and the Instrument of Sub-Delegation from the CEO.Date Approved:February 2020Yarra Ranges Corporate ValuesWe are a values based organisation and behave in a way that is consistent with our organisational commitment, vision and valuesPosition PurposeThe role of Manager Community Engagement & Communications (CEC) leads a department with approximately 90 staff across three key business streams as follows:Communications – internal and external communications including website, intranet, social media communications; media; and issues management servicesCommunity Engagement – as a distinct sub-set within the Communications business unit, this stream includes oversight and coordination of council’s proactive engagement with community feedback and input; community satisfaction surveys; community consultation; improving community relationships; gathering data of community views and expectations to inform Council’s strategic decision making; and building YRC’s brand and reputation Customer Experience – customer-focussed services, including our Contact Centre, business operations support and front of house teams; and complaint handling.The department is the leading coordinator and influencer to shaping and strengthening the organisation’s reputation through our interaction with the community. It will coordinate, enhance and bring consistent and strategic alignment to the efforts across all council departments to proactively engage with community (residents, businesses and other stakeholders) to gain views and feedback to help inform our strategic decision making, strengthen relationships across the municipality, and build the brand and reputation of the Yarra Ranges Council.The department is also responsible for delivering a broad range of traditional customer services (including a dedicated Contract Centre and five regionally located service centres), as well as all internal and external organisational communication services, including online channels (website, intranet, social media), external media management, and customer feedback, complaint and issues management. The key objectives of the Manager Community Engagement & Communications are to:Lead and manage the Community Engagement & Communications Department and its resources to deliver quality, effective, responsive and efficient customer focused servicesDevelop and implement an organisational-wide Communications & Engagement Strategy Enhance and implement the Customer Experience Strategy and Customer CharterProvide strong, focused and quality leadership to support the Council as a high performing, customer focussed organisationSuccessfully manage an annual operating budget of $6.0 million and workforce of over 90 staffPromote a collaborative and high performing culture, supporting and driving efficiencies to deliver service excellence.All positions will be required to undertake roles and activities related to Business Continuity and Emergency Management in preparation for and during times of crisis.Yarra Ranges Council promotes the safety, wellbeing and inclusion of all children, including Indigenous children, children with a disability and children from culturally and/or linguistically diverse backgrounds. Council is committed to ensuring the protection of children against abuse, in line with the Victorian Child Safe Standards.?Key Responsibility AreasBuild High Performance Culture - Develops an organizational culture that leads to ongoing excellence and effective growth of the business while maintaining the highest integrity.Lead the Community Engagement & Communications Department with an objective of providing high quality services across the municipality, focusing on developing people and leadership, a positive organisation culture and continuous improvement.Ensure the Community Engagement & Communications Department reflects the strategic intent of the Council and achieves the organisation’s goals and priority outcomes.Attract, develop, and retain talented staff to build a high performing team and cultureEnsure that resources, development, direction and coaching feedback are provided to facilitate staff reaching agreed performance objectives.Set high standards and accountability for ongoing excellence and business growth while maintaining the highest integrityProvide timely guidance and feedback to ensure ongoing excellence, business growth, and high integrityBuild Strategic Partnerships and Relationships - Builds strategic alliances and partnerships within the organization to collaboratively execute business strategies.Build strategic relationships with other teams or departments to collaboratively execute business strategiesPersuade strategic partners to take action that will advance shared business interestsClearly communicate with internal partners in a way that motivates them to take action to collaboratively execute business strategiesOperate as a member of the Corporate Services Directorate’s Leadership team and contribute to the development of strategy, policy and management processes of the directorate and the wider organisationOperate as a member of the Council’s Corporate Leadership Team and Senor Leadership Group, contributing to the development of strategy, policy and management processes of the CouncilDevelop and maintain strong working relationships with other Council Managers and partners to ensure open communication and sharing of knowledgeDevelop a network of contacts, maintain a strong knowledge base on keeping up to date with developments within local governmentCultivate a Customer-Focused Culture - Creates an environment in which products and processes are designed to ensure customer satisfaction; effectively incorporates customer perspectives in all business activities.Make customer relationships and satisfaction the primary focus when designing products and processesDelegate responsibility and decision-making authority to ensure customer satisfactionSet high standards and accountability for customer satisfactionCreate a culture of high performance and responsiveness in relation to the management of correspondence and customer service requestsDrive Service Innovation - Catalyzes a culture that consistently generates innovative ideas, and services to create competitive advantage.Encourage the initiation, implementation, and commitment to new ideas and services that will create competitive advantageDelegate decision-making authority and task responsibilities to ensure service and idea innovationsShape Organisational Strategy - Develops a long-range course of action or set of goals to ensure successful realization of the organization’s vision.Develop and lead the implementation of the department’s business plan including systems, policies, processes and standards that are aligned with the Council’s objectives, meet the requirements of relevant legislation, and reflect best practice modelsCommit to a long-term strategy to realize the organization’s vision by analyzing information, evaluating options, and selecting the best strategyUtilize financial, economic and social data to diagnose business strengths and weaknesses and identify the implications for potential strategiesLeverage business knowledge and experience to quickly evaluate the merit of potential organizational strategiesCommunicate and model the organization’s vision and values in a way that motivates others to take action to realize the visionPosition Specific SpecialisationsThis position requires the application of specialist skills relating to the management and leadership of teams delivering a range of corporate functions covering communications, media, customer service, community engagement, continuous improvement and process improvement. Particular experience, knowledge and expertise are required in relation to:Leading and coordinating Council’s activities to proactively engage with community members, seeking to educate community members in the value of council services; strengthen the brand and reputation of YRC; seek feedback and input from community members on Council activities and future plansLeading the delivery of Council’s customer service functions, including a dedicated Customer Contact Centre, five regionally based Community Links and business support functions Management of Council’s communications services, covering media, online communications and issues management. This includes both internal and external servicesKnowledge of relevant legislation and the political, economic and social environment within which local government operates and that relate specifically to the positionAbility to identify future directions, develop a strategic position, provide high level strategic advice, and to develop appropriate strategies and policiesWell developed project management, contract management, staff management and resource management skillsPractical understanding of budgeting and business planning techniquesAdvanced communication and engagement skills with the ability to present on issues in a variety of environments and with a range of audiences including staff, senior leadership, Councillors, community, business, government and community.Position Specific Qualifications/MembershipsThis position will hold tertiary qualifications or extensive experience that aligns with the functions of the role. In particular, qualifications in communications, media, community engagement and/or customer service would be relevant.Selection CriteriaThe selection criteria for this position consists of general leadership and position specific competencies (behaviours): Cultivating NetworksInitiating and maintaining strategic relationships with stakeholders inside and outside the organisation (e.g., customers, peers, cross-functional partners, external vendors, and alliance partners) to advance business goals.Customer FocusEnsuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organisation’s needs.Leading ChangeIdentifying and driving organisational and cultural changes needed to adapt strategically to changing market demands, technology, and internal initiatives; catalyzing new approaches to improve results by transforming organisational culture, systems, or products/services.Selling the VisionVividly communicating a compelling view of the future state in a way that helps others understand and feel how business outcomes will be different when the vision and values become a reality.Political SavvyActively maintaining a broad awareness of the internal and external environment by accurately perceiving organizational, political, and social dynamics; proactively navigating the stakeholder environment to avoid unwanted or unproductive reactions and consequences.Business SavvyDemonstrates a keen understanding of basic business operations and the organizational levers (systems, processes, departments, functions) that drive profitable growth; draws from personal experience to quickly evaluate business plans and processes to identify data or recommendations that need further investigation.Coaching and Developing Others Providing feedback, instruction, and development guidance to help others excel in their current or future job responsibilities; planning and supporting the development of individual skills and abilities.Empowerment/DelegationSharing authority and responsibilities with others to move decision making and accountability downward through the organization, enable individuals to stretch their capabilities, and accomplish the business unit’s strategic priorities.Establishing Strategic DirectionEstablishing and committing to a long-term business direction based on an analysis of systemic information and consideration of resources, market drivers, and organizational values.InfluenceCreating and executing influence strategies that persuade key stakeholders to take action that will advance shared interests and business goals.Passion for ResultsDriving high standards for individual, team, and organizational accomplishment; tenaciously working to meet or exceed challenging goals; deriving satisfaction from goal achievement and continuous improvement.Conditions of EmploymentConditions of employment are in accordance with Senior Officer Contract of Employment and Corporate Code of Conduct.Applicants will require the following:Police Check - renewal required every 5 years Australian licence in line with Council's Fleet Policy and Vic Road RegulationsPlease refer to our website yarraranges..au for more information on our Corporate Values, Diversity and Inclusion, Emergency Management and Occupational Health and Safety. ................
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