Family Life
Intake and Administration Worker
Children’s Contact Service (CCS)
and
Parenting Orders Program (POP)
Position Description
January 2017
Vision:
Capable communities, strong families, thriving children.
Mission:
Through effective services, support and connections, enable children, young people and
families to thrive in caring communities.
Values:
Respect: We acknowledge and value the human and legal right of all individuals
Inclusion: We maximise the opportunities for individuals and families to participate in local
and broader communities
Community: We understand Family Life exists as part of a network of relationships and
interactions
Empowerment: We encourage and strengthen individuals, families and communities
Preamble:
Family Life is an independent, entrepreneurial community service organisation, offering a
range of services, support and community building services. Family Life’s work is
acknowledged at all government levels for our innovation, impact and whole of community
approach. Priority is given to vulnerable families, children and young people. Since its
foundation in 1970 volunteers and community supporters have played a crucial role in the
organisation.
Family Life is a youth and child safe organisation. We value, respect, and listen to children and
young people. We are committed to the safety of all children and young people including the
cultural safety of Aboriginal children and young people, culturally and/or linguistically diverse
children and young people, gender and sexually diverse children and young people and
children and young people with a disability.
Family Life supports children to meet their potential and thrive. We do not tolerate neglect,
mistreatment or abuse of any kind.
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The Children’s Contact Service (CCS) and Parenting Orders Program (POP) teams provide
opportunities for children to spend time with separated family members in a safe, friendly and
neutral environment. The program aims to support families to move from high levels of conflict
around their post separation parenting arrangements, to insightful, sensitive and competent
parenting, focusing on their children at all times.
The Intake and Administration Worker Children’s Contact Service (CCS) and Parenting Orders
Program (POP) will be based at Frankston. From time to time the incumbent may be
requested to work from, or be based at, other Family Life sites.
Key Objectives
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To provide information and initial support to clients accessing the Children’s Contact
Service (CCS) and Parenting Orders Program (POP) through information provision
and/or referral. Oversee program administrative functions, in line with Family Life intake
policies and procedures and monitor the assessment process.
To provide general administrative support, including word processing to the Children’s
Contact Service (CCS) and Parenting Orders Program (POP) Teams.
In an administration capacity, manage client records, waiting list and process related
information via appropriate databases.
In conjunction with Children’s Contact Service (CCS) and Parenting Orders Program
(POP) provide timely and relevant intake, assessment and referral of families into the
programs.
To oversee program administrative and quality systems in line with DSS service
standards under the direction of the Program Manager.
Accountability
The Intake and Administration Worker is accountable to the Program Manager - Family
Support Services, through the Team Leader Children’s Contact Service (CCS) and Team
Leader Parenting Orders Program (POP).
Key Responsibilities
1. Service Delivery
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Ensure that the needs of the families take priority at all times
Ensure that services meet the quality requirements as outlined in the DSS Funding
Agreement
Liaise with the Coordinators - Children’s Contact Service on the outcomes of assessments
including informing staff of any potential risks and making recommendations to the case
plan
Ensure that work for which the program staff are responsible, is carried out in ways which
safeguard the OH&S of staff and clients in their charge, and visitors including contractors
Foster positive relationships with the children, families and program stakeholders that use
the services
Ensure all data entry is completed in a timely manner and all mandatory requirements of
the assessment process is delivered
Compliance with the organisation’s Program Planning and Evaluation Framework
Meeting KPI’s for research and evaluation data and surveys
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2. Administrative and Word Processing Support
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Provide word processing and administrative support services to the CCS and POP teams.
This will include, but not be limited to, Microsoft, Word, Excel, relevant client databases
and PPP
● Participate in general administrative tasks including typing, filing and minute taking as
required
● Statistical data collection, input and reporting as required
● Assist with maintenance of information services (including print, multimedia and computer
based resources)
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To maintain and keep secure client records, providing reports as required to Team Leader
Ensure all statistical, reporting and administration requirements are met in a timely and
accurate manner
Attend regular team meetings
3. Professional Development
 Participate in regular supervision with the Family Life Family Services Team Leader, and
seek support from Supervisor and/or the organisation as required.
 Develop and maintain personal and professional support networks, drawing on
resources and expertise of Family Life teams.
 Pursue relevant professional growth and development opportunities.
 Participate in annual performance appraisal – Performance Plan and Review (PPR).
 Pro-actively plan for personal and professional development using the Individual
Development Plan (IDP).
Other
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Perform other duties consistent with the position as required by the organisation and
consistent with meeting the contractual and compliance obligations of the organisation as
these may vary over time.
Key Selection Criteria
Essential
Skills
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Customer service skills to identify and respond to client needs.
Community Services Work or similar experience and qualification (minimum Diploma
level).
Excellent attention to detail with the ability to prioritise, plan work, and maintain accurate
records.
Interpersonal skills to relate well to and show respect for managers, clients, workers, and
administration staff, and deal with people suffering emotional trauma.
Excellent verbal and written communication skills.
Computer skills (intermediate level, or above) in a Windows environment including word
processing, data collection and entry, internet and email.
Ability to embrace new technology to enhance productivity and effectiveness
Attributes
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Ability to work without direct supervision, anticipate problems and initiate solutions.
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Commitment to proactive response to continuous improvement.
Ability to work under pressure, team player.
Demonstrates strong customer service focus.
Employs an ethical and professional approach to practice.
Commitment to child-focused practice.
Ability to articulate and reflect upon personal and professional values.
Commitment to meeting the needs of at risk families and children guided by the
organisation’s whole of family approach and community based model of service delivery.
Commitment to social innovation and learning organisation disciplines.
Desirable
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Experience in working with clients who identify as Aboriginal and Torres Strait Islander
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Experience in working with clients from CALD backgrounds
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Fluency in a second language, other than English.
Additional Information
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Must have current driver’s license valid in Victoria.
Family Life is a youth and child safe organisation. We value, respect, and listen to
children and young people.
Any offer of employment is subject to a satisfactory Police Records check and
Employment Working with Children check.
Family Life is committed to providing a safe, healthy and friendly working environment
free of discrimination.
We expect all staff and volunteers to understand and behave in accordance with our
mission, values and code of conduct.
We pride ourselves on being flexible and family-friendly wherever possible, and
operate a Time in Lieu system for the mutual benefit of staff and the organisation.
Family Life encourages and provides for personal and professional development
appropriate to the position.
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