As the Professional Support Officer, you will:- Provide advanced client-focussed telephone social services using solutionsfocussed, cognitive behavioural and strengths-based counselling techniques.- Lead the telephone-based support and referral services delivered directly to community members (including people directly experiencing homelessness and other hardship related issues).- Develop and implement an evidence-based coaching/ supervision framework for team members in response to the delivery of high impact psycho-social services and monitor performance.- Develop team goals, strategies and work plans to improve service delivery outcomes and efficiencies of the services offered.- Collaborate with the Quality, Business Improvement, Partner and Engagement and Operations Managers to ensure consistent communications and successful embedding of new capabilities into the team's operations.- Develop referral networks to increase support options for clients.- Collate, analyse, and report on data to identify trends and make recommendations to stakeholders regarding service improvement opportunities.- Provide advice to senior management on resolution options for routine through to high-risk or critical customer and service-related matters, utilising high-level problemsolving skills. Applications to remain current for 12 months.
