POSITION
DESCRIPTION
Operations Project
Coordinator
Department
Operations
Location
Footscray
Date
April 2015
Status
Full Time
Reports to
Contracts and Reporting Manager
1. Position purpose
The Operations Project Coordinator exists to provide administrative and project support to the Manager
Contracts and Reporting in order to meet contractual requirements and the day to day needs of the
department, to implement new projects, and assist in the development and implementation of improved
Operational processes.
The Operations Project Coordinator role will contribute to the following key areas within the service (but not
limited to):
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Coordinate operational projects
Identify procedural issues and assist with improvements to existing processes
Collate and distribute service information relevant for counsellors
Project work relevant to provision of contracts
Administration to support day to day functioning of services and contract provision
Other project and administration work, as directed
Assist with collateral distribution and preparation of events
2. Key results
Major activities
Co-ordinate
projects
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Assist with
improvements to
existing
processes
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Measures
Co-ordinate the service delivery of
philanthropic projects and other projects
managed by the Service Development
Manager
Recommend and implement changes to
project plans if required
Assist in developing reports on progress
of trust projects
Assist other Project Managers to
implement large scale contracts

Collate feedback from internal
stakeholders, evaluations and
complaints/compliments to develop
recommendations for improvements to
service processes
Assist in writing new procedures relevant
to Operations and document technical
information
Assist in implementing new policies and
procedures relevant to Operations
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Philanthropic trust projects are rolled
out according to the service delivery
requirements
Business Enterprise Team are made
aware of issues that could affect the
project plan
Other specific projects are
implemented according to project
plans.
Contracts and Reporting Manager is
provided with a report on service
issues feedback on a regular basis
Operations Manuals are up to date
New Operational procedures are
documented in an accurate and timely
manner.
Team Leaders and Centre
Supervisors and Service Induction
Officer are kept informed of changes
to procedures
POSITION
DESCRIPTION
Major activities
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Troubleshoot day
to day issues in
the Centre
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Information
Activities
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Measures
Update Counsellor Operations and
update Centre Supervisors Manual for all
new procedures
Work with the Frontline Workforce
Manager, Team Leaders and Centre
Supervisors to communicate new
procedures
Troubleshoot general Centre related
issues, often in co-ordination with the
Technology Department
Veteran’s Line and ASL: Investigate
process related issues resulting from
questions from VVCS about uploaded
calls.
Manage DVS secure server access for
Centre Supervisors.
ATAPS Suicide Support Line: Monitor
daily adherence to call back
requirements and report to Contracts and
Reporting Manager
Call Back Services: Monitor Day to day
requirements of call back services on
SCBS and MLA and report to Contracts
and Reporting Manager

Collate and develop internal and external
information for services and distribute to
relevant counsellor teams
Collate and develop service specific
information for intranet
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Administration &
Marketing
Activities
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Administration
and specific
Contract Work
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Working with marketing and
communication team, develop and
distribute relevant service related
materials.
Collate requests for collateral materials
and help prepare upcoming event
materials to assist promotion of the
services.
Conduct mail outs after events
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Maintain JIGSAW referral database
Administration associated ATAPS
database verifying Practitioners and
providing logins
Point of contact for general ATAPS
enquiries
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On the Line – Operatiions Project Coordinator
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Secure Service access is requested
for new Centre Supervisors in a timely
manner
Information about call back
requirements is reported to the
Contracts and Reporting Manager
Service related data is collected and
reported on in a timely manner as per
the Contracts and Reporting Manager
and General Manager-Operations
requirements.
Counsellor teams are provided with
timely and relevant information.
Service specific information is up to
date on intranet
Consultation occurs with the
marketing & communications team so
that all service related materials are
developed as per On the Line
requirements and delivered to those
who request materials.
Collateral and events material are
collated and prepared and ready in
time for events or as per timeframes
requested by external stakeholders.
JIGSAW referral database is
maintained according to procedures
Project work is undertaken as directed
and within the timeframes specified
Collate ATAPS data for reporting
purposes
POSITION
DESCRIPTION
Major activities
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Administrative
support of
Contracts
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Measures
Handle requests for ATAPS collateral
Assist in administration of evaluations
and research projects
Undertake ad hoc project work in
accordance with directions from the
Contracts and Reporting Manager
Attend and minute Counsellor team
meetings including Call Back Services or
as required by Manager Contracts
Provide Administrative support to assist
management of teams including Call
Back Service teams
Assist in administration of complaints
process
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Service meetings are minuted and
provided to relevant staff in a timely
manner
Teams including Call Back Service
Teams are provided with timely
relevant information
Administration is undertaken as
directed and within the timeframes
specified.
3. Decision making authority
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Nil
4. Job competencies
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Current National Police Records Check (or willing to obtain one)
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Understanding of mental health issues;
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Previous experience working in a Project Co-ordination role or similar;
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Excellent interpersonal skills and the ability to work with people at all levels of the organisation;
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The ability to competently work with a range of computer applications;
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Excellent communication skills, both verbal and written.
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Project management skills, including the capacity to set goals, set up and manage processes and think
systemically and strategically
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Knowledge and experience in developing Online services and programs (desirable)
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Tertiary degree (of minimum three year duration) in relevant discipline (Social Science, Social Work,
Welfare Studies, Psychology, Counselling, Management, Business ) (desirable)
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Experience in the community services sector ( desirable )
5. Personal competencies
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Enthusiastic and positive approach;
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Proactive and flexible;
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Motivated and ability to use own initiative;
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Ability to work independently and within a team;
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Ability to think systemically
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Excellent time management and organisational skills.
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Demonstrates integrity and personal credibility and acts in accordance with On the Line values.
On the Line – Operatiions Project Coordinator
POSITION
DESCRIPTION
6. Dimensions & working relationships
Team Mambers supported
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Nil
Working Relationships
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Contracts and Reporting Manager
General Manager- Operations
Frontline Workforce Manager
Service Development Manager
Team Leaders
Centre Supervisors
Manager Workforce Planning
Marketing and Communications staff
Commercial Team
Other On the Line staff
7. Position description maintenance
Reviewed Last:
April 2015
Conducted By:
Executive General Manager, Operations
Approved By:
Executive General Manager, Operations
Next Review:
April 2016
On the Line – Operatiions Project Coordinator