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Position Description

Position Title: Access Coordinator [hearservice] Reports To: Program Manager (Admin)

Effective Date: January 2018 Responsible For: NA

Budget: NA

Organisational ContextVicdeaf connects people to the life they want to lead – through ensuring better access, inclusion and equal opportunity.

Vicdeaf is a progressive community business and a leader in services to people who are Deaf, hard of hearing or who experience barriers to participation.

Established in 1884, our commitment is to ensure that our clients and community are able to enjoy the benefits of being able to participate and contribute across all areas of life, including through economic, cultural, social and civic involvement.

Primary Purpose of RoleThe Access Coordinator [hearservice] is the first contact for customers inquiring about Vicdeaf’s Audiology services. This role is critical to engaging with our clients and ensuring they receive excellent customer service, growing our client throughput, and communicating with Deaf and hard of hearing clients in their preferred language. Administration tasks are also embedded in the role, including processing client payments and managing our central database. Although based within the Audiology team (hearservice), it is strongly connected with the Access and Service Design teams and other Vicdeaf Access Coordinators, and will work from our head office service centre to ensure information sharing and knowledge development.

Vicdeaf Values and Vision

RespectfulWe respect our people, culture, community and historyWe are kind and considerate in our dealings with peopleWe behave in fair and ethical ways

InclusiveWe welcome and engage with people from all backgroundsWe reduce barriers and attitudes that discriminateWe are accessibleWe strive for equality

AdaptableWe embrace and drive change for our clients and communitiesWe are open and flexible to changing needsWe adapt to meet and overcome new challenges

DiverseWe believe our diversity is our strengthOur perspectives drive our organisationWe value different perspectives and culturesWe are culturally and socially aware

PD AC (FD)(Access & Service Design) Issue 1:; Next Review: Aug 2018 of 4


ProgressiveWe are forward-thinkingWe are in touch with the needs – and future needs – of the communitiesWe look for ways to improve the lives of our clients and communities

Vision Our clients and our community live in an accessible, inclusive society with equal opportunity in all areas of life”

Core Strategic Requirements (applicable to all roles)

Positive Working Relationships Cultural and Linguistic Diversity Personal Accountability Innovation/Quality/Continuous Improvement

Support other team members

Share knowledge and information

Build relationships with other teams

Positive approach to conflict resolution

Take an active role in creating a safe and healthy work environment

Auslan skills/willingness to learn Auslan

Flexible and adaptable communication

Be aware of and adapt to cultural & linguistic diversity

Adherence to policies/standards/procedures

Compliance with health, safety and wellbeing requirements

Undertake continuing professional development

Participate in training and personal development activities

Creative and innovative approach to work

Suggest & make changes to improve services

Evaluate own work to ensure effective service delivery

Be proactive in identifying service gaps

Be open and responsive to feedback

Key Outcomes to be achieved

Outcome: Contribute to the achievement of Vicdeaf’s strategic objectives Ensure that role outcomes/results are aligned with organisational strategy, integrated with other services and meet client needs

Performance Indicators Work in a flexible and adaptable way to ensure resourceful and efficient service delivery Understand and promote Vicdeaf’s services Consistently provide services that meet client and regulatory requirements



Outcome: Manage incoming enquiries/customer visits Being the first point of contact, provide information and advice as required

Indicative time 30%

Performance Indicators A friendly, engaged and interested, first point of contact for customers. Managing competing tasks in the Vicdeaf and hearservice front office, including answering incoming calls and customer and staff requests. Providing clear communication and supporting deaf and hard of hearing people to communicate in their preferred mode. Answer questions and provide information and advice to clients Proactively contribute to growth in client services and financial success Ensuring that privacy and confidentiality is maintained at all times.

Outcome: Provide customer support Respond to requests for customer support at hearservice front desk

Indicative time 30%

Performance Indicators Displays an in-depth undertanding of Audiology services, and other Vicdeaf services. Assist customers to make Audiology appointments. Refers customers to appropriate services within Vicdeaf, if required. Process customer payments Provide customer with basic technology support, including hearing aid cleaning and minor repairs Demonstrate and sell assistive devices and accessories

Outcome: Provide administration support Provide the hearservice team with administration supports to ensure the department runs smoothly

Indicative time 30%

Performance Indicators Maintain accurate customer information on Simply Hearing CRM, QDC and other databases as required. Process payments and claims under the Office for Hearing Services and the NDIS as required. Ensure curent Audiology service information is available and maintained in reception area. Assist clinical staff with administrative tasks Process and dispatch orders and repairs in a timely manner



Outcome: Streamline Access processes Working with the Access team develop an understanding of, and facilitate access across, all Vicdeaf service functions

Indicative time 10%

Performance Indicators Sound understanding of all Vicdeaf service streams including eligibility and access. Contribution to organizational access functions and front desk enhancements

Knowledge, Skills & Experience (critical for successful performance in the role) (Examples include: Depth of experience i.e. extensive knowledge and experience in X, gained through substantial previous practice in Y; Breadth of experience i.e. experience in integrated advice/services across a full range of programs or across the organisation Context i.e. experience gained within a particular context or sector – understanding and experience in managing X or providing advice in Y)

Excellent spoken and written English A positive attitude, combined with the ability to remain calm, friendly and professional in a busy front-desk environment Experience in working with a broad range of tasks, inclusing managing incoming calls from customers with communication difficulties and those who may be

experiencing mental health episodes Front office/admin skills - current computer and telephony skills Conversational Auslan skills is desirable Knowledge of deaf and hard of hearing communities is an advantage

Qualifications / Certifications / Memberships (essential to the role) (Examples include relevant qualification, membership of professional body, NAATI certification, Driver’s License, Working with Children Check, First Aid certificate)

Auslan skills Relevant expierence or qualification in business administration Current drivers licence

Travel Frequency (Regular, Infrequent, Rare) (Examples include regular travel to assignment location, infrequent travel to client’s homes/other organisations, travel to or working from other offices or locations)

Occasional offsite errands within business hours. Occasional meetings at other Viceaf offices


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