Service delivery – Operational service delivery
Staff engaged in:
- directly delivering services to the community; or
- service agency relationship management
Description
Staff who engage with family units or individual members of the public to deliver care, or provide a service
Staff who provide or process information to the public, respond to enquiries, receive and process applications and appeals, through face to face contact, telephone contact, electronic channels, or hard copy documentation.
Staff undertaking functions that deliver a benefit to the community generally. Included are:
- Enforcing laws and regulations
- Protection and security of the community and public assets
- Protecting public safety
- Provision of general information and advice to the community
- Community and industry support and development services
Staff engaged in agency relationship management are those in direct contact with agencies who provide services to the community on behalf of State Government. Typically these staff will manage the relationship with providers. Providers include:
- Statutory authorities, other public entities, Universities
- Other government agencies (Local and Commonwealth Government)
- Community based agencies (Funded sector agencies e.g. Yooralla, Community Health Centres, CFA, volunteer organisations, and etc.)
- For profit contracted service providers (public transport providers, private prisons, public private partnerships, private VET providers, contractors undertaking public infrastructure capital works)
Internal support for direct service staff are those staff who undertake tasks and functions that are critical to allowing direct service staff to undertake their work.
Examples
- Child protection officers
- Prison Officers, Community Corrections
- Disability Development Service officers Juvenile Justice
- Housing Service Officers
- Nurses, Psychologists, Speech therapists and etc in schools
- Prisons welfare officers
- Agricultural Extension Officers
- Counsellors, and social workers (Prisons, Family welfare, dispute resolution services)
- Equal Opportunity complaints and conciliation and hearings
- Enquiries officers, Complaints officers, Call Centre operators
- Information centre staff (business and public – bookshops (InfoVic & etc)
- Information providers (Web sites, information lines, help desk etc)
- Delivery of community education services
- Grants program publicity, receipt, processing and determination
- Government approvals (planning, heritage environment)
- Appeals receipt, processing and investigation
- Public prosecutions solicitors
- Forensic Officers (VicPol and VIFM)
- Court Registrars, Clerks of Courts Sheriffs, and other court officers
- Public Registries (Land Titles, Births Deaths and Marriages)
- State Revenue Office
- Industry support and liaison, (DIIRD)
- Community engagement support and liaison (DPCD)
- Foresters and Forestry Field staff Fisheries and Wildlife Officers, Land and Fire management (DSE)
- Public Health Division (DHS)
- Licensing functions, Inspectors and Investigators (Consumer Affairs, EPA, DPI, transport safety, Taxi Directorate, Marine Safety, product safety (consumer, industry, agriculture, biosecurity)
- Research Scientists
Agency relationship functions include:
- managing contractual arrangements and service level agreements including changes to service requirements
- allocating funding, processing payments adjusting for variations etc
- monitoring and evaluating performance and service delivery against government requirements
- co-ordinating between providers and between providers and the department
- Line mangers to whom the direct service staff report
- Receptionists in public contact offices
- Staff co-located with direct service staff who provide clerical, administrative and other ancillary support to those direct service staff.
Service delivery – Service delivery management
Staff engaged in staff engaged in program design, planning, evaluation and management.
Description
Staff engaged in overseeing the implementation of service delivery programs. They are engaged in:
- Designing and advising on how Government program initiatives are to be implemented
- Planning and determining how implementation is to be delivered, setting targets and performance standards, developing service level agreement parameters
- Setting action and funding priorities, policy and guidelines
- Allocation of funding to programs and sub-programs
- Monitoring funding allocations, delivery against targets and performance standards
- Liaison with community representative bodies and provider peak bodies on relevant program issues (e.g. Unions, employer bodies, Business groups, ACOSS, Public Transport Users Association, RACV, Australian Conservation Foundation)
Examples
- Managers who are responsible for leading delivery of programs, determining program planning, design and funding allocations, e.g. Regional, function, or sub-division/division managers
- Program areas within Hospital and Health Service Performance Division of DH
- Local Government Victoria (DPCD)
- Head Office Facilities Branch of DEECD
- Education and training curriculum development.
Public administration and accountability – Public administration
Description
Staff working in units with responsibility for supporting Ministers in their roles as members of the Executive Government.
Examples
Tasks would include, but are not limited to:
- Cabinet co-ordination
- Ministerial advice, and briefing including strategic policy and program development
- Policy development and strategic planning, evaluation, and co-ordination
- Communications
- Secretariats for Ministerial advisory bodies, committees and statutory boards
- Ministerial correspondence
- Ministerial drivers
- Ministerial Office liaison
- Parliamentary liaison
Would include all staff at:
- Office of Chief Parliamentary Counsel
Public administration and accountability – Public accountability
Description
Staff responsible for meeting public reporting and accountability requirements, monitoring and reporting on organisations’ compliance with financial, operational, performance, policy and ethical standards.
Examples
Tasks would typically include, but are not limited to:
- Corporate Governance and Reporting
- Freedom of Information
- Management of public records
- Procurement
Would include operational staff at agencies established to monitor or report to the public on e.g.
- Auditor General
- Ombudsman
- Law Enforcement Data Security
- Local Government Investigations and Compliance Inspectorate
- Vic Govt Purchasing Board
Corporate support services
Staff engaged in head or back office functions.
Description
Staff working in work units with responsibility for management and administration of the department.
Examples
Tasks would typically include, but are not limited to:
- Financial management
- Human Resource Management
- Information and Communication Technology systems management and support
- Legal services
- Mail, documents and file management
- Organisation Development, Planning and Performance Review
- Property and Facilities
Includes corporate management units located in regional offices or in operational divisions undertaking roles such as:
- Business manager
- Local HR, accounts, finance, facilities, and other administrative services