Organisation: Communities, Child Safety and Disability Services
Job Title: Direct Services Team Leader, Accommodation Support and Respite Services
Word Limit: 2 Pages
Location: Strathpine
Please accept my application for the position of Direct Services Team Leader (DTSL) for the Strathpine Service Centre as advertised on the SmartJobs careers board. Supported by a Certificate IV in Disability, I have over nine years of experience as a Residential Care Officer (RCO) contributing to the provision of accommodation support and respite services to people with an intellectual disability and their families. Currently acting in the role of DTSL with the Nundah Service Centre, for the past eight months I have thoroughly enjoyed the opportunity to enhance my leadership skills, gain valuable experience and continue building a best practice approach to disability care. Central to my success in this role and in my previous employment with Disability Services Queensland and Department of Human Services is my desire to continuously promote and improve services that meet the individual needs of service users. In accordance with the application process, please find below responses outlining my suitability to the role.
Supports Strategic Direction
With extensive experience working within the public sector in numerous capacities, I have a proven track record of contributing to the achievement of plans, programs and business objectives as they relate to the strategic direction of an organisation. In particular, my vertical progression within the Department has provided me with the added benefit of appreciating the different roles and associated activities that support the vision of “improving the lives of Queenslanders by investing, providing and partnering in effective and innovative services”. Through this understanding of daily operational tasks and how they align with the overall objectives of the organisation, I have demonstrated my ability to lead and mentor teams of direct support staff across multiple service points. To achieve this, I manage the judicious use of organisational resources, which requires significant planning, research and analysis of information to ensure the accurate and timely completion of work in a complex environment.
This includes facilitating staffing schedules to meet community requirements, managing staffing gaps and responding to competing priorities and demands. For example, I map out daily tasks within the scope of the available budget to ensure the best use of organisational resources such as vehicles, telephones, and staff time. In this way, I am able to manage appropriate staff coverage across all service points and enable a smooth transition to a budget-centric National Disability Insurance Scheme (NDIS) Government plan. A positive change advocate, I am focused on paving the way for the AS&RS to be at the forefront of the NDIS from when the transition commences in July 2016 to the full state-wide implementation by June 2019. This transition and corroboration with the NDIS will ensure that the AS&RS are competitive with the private sector, while continuing to help participants pursue their goals and aspirations and participate in daily life.
Achieves Results
Throughout my career, I have demonstrated my ability to achieve consistent results across a range of key areas, taking full command, responsibility and ownership for outcomes that reflect the values and objectives of the organisation. This has certainly been the case in my current role, where I recently applied my knowledge, training and experience to effectively manage an instance of unauthorised physical restraint undertaken by an RCO. This occurred during a hospital appointment in which the service user became distressed and the RCO did not follow procedure to defuse the situation, instead resorting to physical contact. Remaining calm, I immediately intervened, requesting the RCO remove their hands from the service user and step aside for the remainder of the appointment. Speaking directly to the service user in an empathetic manner, I used simple and straight-forward language to explain why the doctor needed to examine her; she gave her consent and the check-up was completed.
Following the appointment, I reported the incident in accordance with relevant legislative requirements, departmental policies and service delivery practices, ensuring my own integrity and that of the Department was upheld. Demonstrating a strong commitment to customer service excellence and responsiveness, I regularly seek opportunities to drive the continuous improvement of delivery standards in accordance with service user and administrative requirements. For example, a recent instance occurred in which a service point was required to facilitate vacancy management; however, I identified that the lack of appropriate furniture would impact on the delivery of this project. Using my initiative to locate spare and unused furniture in another service point, I liaised with relevant stakeholders and arranged suitable transport to ensure the furniture was collected and delivered to the new house in a timely manner. As a result of my actions, I was able to contribute to the delivery of the Department’s vacancy management plan in preparation for the NDIS transition.
Supports productive working relationships
Throughout my career, I am pleased to say I have achieved a great deal of success building and maintaining positive relationships to improve productivity, service delivery standards and workplace interactions. Embracing and recognising diversity is an important skill for all members of an organisation, and at all times I treat both internal and external stakeholders with the utmost respect and courtesy. Through an informed understanding of cultural awareness and social sensitivity, I am able to effectively collaborate with a diverse group of colleagues, supervisors, service users, internal and external bodies and the wider community to facilitate cooperation and support the provision of quality community services. This includes assisting in the facilitation of person-centred planning days and liaising with stakeholders to encourage growth and development for people with disabilities. Persuasive, confident and capable, I work in collaboration with my team to achieve a customer-focused delivery method that puts the customer at the centre of everything we do.
To integrate this into team culture, I conduct coaching sessions on service improvement and policies, listen to staff concerns, and play an active role in encouraging staff to embrace the benefits of change through knowledge sharing and training. Additionally, I am involved in the induction process for all new staff within high-support environments to ensure their effective integration within the team. As a result, I have made a demonstrable contribution to staff progression and development that is manifested in the way in which they interact with, and assist internal and external customers. Committed to team performance, I am prepared to work overtime or complete additional tasks, remaining responsive to the department as a whole by assisting my staff and colleagues in times of absence or increased operational demands. Working closely with management in this capacity and forming productive relationships with stakeholders including the Public Trust and Adult Guardian, has provided me with the opportunity to temporarily act in higher‑level roles.
Displays personal drive and integrity
Having contributed within public sector organisations throughout my career, I possess an informed understanding of public service professionalism and the Australian Public Service (APS) Code of Conduct, including a demonstrated commitment to customer service principles, organisational values, equal employment opportunity, anti-discrimination and occupational health and safety. I take great pride in the quality of work I produce and consistently operate within the boundaries of legislative, policy and regulatory frameworks, exercising tact and discretion in roles involving all aspects of stakeholder management with a strong community focus. This includes a strong working knowledge of restrictive practices and positive behaviour support plans and the underpinning legislation, such as the Disability Services Act 2006 (QLD) and the Guardianship and Administration Act 2000 (QLD). Further, I have a thorough understanding of the six human services quality standards encompassing Governance and Management; Service Access; Responding to Individual Needs; Safety, Wellbeing and Rights; Feedback Complaints and Appeals; and Human Resources.
Demonstrating self-awareness and a commitment to personal growth, I take responsibility for my own development by actively participating in training and other initiatives designed to improve my performance and the performance of the business. As a senior member of the team, I pro-actively encourage and provide feedback to create an environment that is conducive to sharing ideas, seeking input and recognising individual contributions. Making the necessary effort to contribute to regular DTSL linking meetings and forums, I remain up to date with employer objectives and am able to constructively challenge business issues and justify my own position to verify my ideas and beliefs. Additionally, I seek information from my superiors and read all correspondence, meeting minutes and emails as well as subscribing to NDIS newsletters. I would bring these values to any future role and am confident that my personal drive and integrity will allow me to continue performing at a high level to make a difference in the lives of vulnerable Queenslanders.
Communicates with influence
Accustomed to liaising with senior management and executive officers within the scope of my role, I am comfortable consulting and negotiating with a diverse range of stakeholders on a variety of topics relevant to my position. Effective communication is the most important issue in any organisation and I endeavour to be clear and concise at all times to mitigate the risk of confusion or misunderstanding; common factors that may lead to conflict in the workplace or the wider community. To achieve this, I use effective questioning and active listening techniques, tailoring my style and language to deliver services in accordance with departmental guidelines. This allows me to effectively interpret and communicate legislation, policies, procedures and technical knowledge to staff in a way that is easy to understand and apply to complex service user matters. For example, I recently conducted a coaching session with an RCO who was consistently not adhering to best practice policy and procedures, as evident by a review of his documentation.
Liaising with my manager to gain clarification of previous performance discussions, I visited the RCO on‑site for a discreet conversation outside the hearing range of the service user. Supported by evidence of previous communication in addition to his reports, I approached the situation in a conciliatory manner and monitored my body language, tone, inflection and pitch to guide him through the correct processes. Balancing assertiveness and empathy, I explained the importance of this procedure was to ensure the best interests of the service user and maintain the integrity of the department. He was quite upset that his performance had come into question; however, I took the time to listen to his reasons and allowed him to express his emotion in the moment. By not engaging in an argument and by providing clarification around the correct processes, he acknowledged his understanding and there were no further instances of poor performance on this issue.
Technical/role specific
Throughout my career, I have demonstrated my flexibility in roles requiring shift work and on-call hours and am confident managing my time accordingly to maintain a healthy work and life balance. I ensure that I utilise Trahaire Corp Psych services when required and am skilled in recognising and managing my emotions when dealing with difficult or distressing situations. Due to my experience in the role of acting DSTL, I have gained valuable exposure and experience managing the workload and rostering requirements of the role. I look forward to continuing my professional development and making a valuable contribution through the provision of accommodation support and respite services.
