People Engagement and Quality Manager
 New dynamic role
 Be part of a business that makes a difference to people’s lives
 Not simply HR, an exciting opportunity
There’s a bit to read here, but if you’re interested, please read on…..
About CTST:
CTST is a state wide Incorporated Association, funded jointly by the Commonwealth and Tasmanian
governments to deliver community transport services. Our client group includes frail aged over 65’s –
funded by the Commonwealth government and under 65’s and younger people with disabilities –
funding by the Tasmanian government.
Our services are delivered door to door to our clients by some 380 wonderful Volunteer Drivers
across 12 Districts state-wide, covering major centres and isolated rural areas. Our Head Office is
located in Derwent Park.
About The Role:
We’re introducing an exciting new role of People Engagement and Quality Manager. Reporting to the
Chief Executive Officer, the primary objective of this role is to:
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Effectively engage and communicate with CTST’s people (clients, stakeholders, staff and
volunteers),
Oversee Quality Improvement and
WHS
To ensure:
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The effective recruitment of talent and end to end HR management within CTST.
Client intake, assessment and feedback is managed efficiently and effectively.
External stakeholders are engaged and corporate communication opportunities are met.
Volunteer are recruited appropriately and engaged with the organisation.
Managers can manage and engage their people, including all aspects of end to end employee
engagement.
CTST is seen as a provider and employer of choice through innovative and transparent
communication to meet CSTS’s values, vision, and strategic aims.
Staff and Volunteers are engaged in CTSTs WHS strategies and procedures.
About You
We’re not simply looking for a Human Resources Manager. We’re looking for someone passionate.
Someone who, hand on heart, understands the connection between recruiting for behaviours,
developing a team that engages in a safe and motivating work environment and can ultimately see
the connection between what our people do and what our clients experience.
This role does require an understanding of Human Resources and Quality Management principles,
however, innovation, an ability to engage with people and a desire to really make a difference will set
you apart.
Selection Criteria
Minimum Requirements:
To be eligible for this role you will have:
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At least 5 years experience in a Senior HR Coordinator or Manager role within a fast paced service
industry.
At least a diploma in Human Resources Management.
A practical and proven understanding of Quality Management Systems.
Excellent communication skills and a professional and credible manner.
Additional Requirements highly regarded:
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Experience working in an ISO accredited organisation
A working understanding of community transport or an organisation with a large
volunteer base.
Have worked in an environment where the team is spread in different locations statewide or more.
Interested?
If you are interested in applying, please follow these instructions:
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A copy of the Position Description for this role appears on the following pages.
Decide if you wish to apply.
Go to SEEK.com.au and do a keyword search for CTST and apply through SEEK.
We look forward to hearing from you!
POSITION DESCRIPTION: People Engagement and Quality Manager
PRIMARY OBJECTIVES OF THE POSITION
The primary objective of this role is to:
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Effectively engage and communicate with CTST’s people,
Oversee Quality Improvement, and
WHS
In relation to:
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Employees
Clients
External Stakeholders, and
Volunteers.
To ensure:
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The effective recruitment of talent and end to end HR management within CTST.
Client intake, assessment and feedback is managed efficiently and effectively.
External stakeholders are engaged and corporate communication opportunities are
met.
Volunteer are recruited appropriately and engaged with the organisation, and
Managers can manage and engage their people, including all aspects of end to end
employee engagement in a safe work environment..
MISSION STATEMENT FOR THIS POSITION
To create an environment where CTST is seen as a provider and employer of choice
through innovative and transparent communication to meet CSTS’s values, vision, mission
and strategic aims.
REPORTING LINES
This role reports to the Chief Executive Officer.
The following roles report to the People Engagement Manager:
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Client Intake and Assessment Officer
Quality, Safety and Special Projects Coordinator
Volunteer and Events Coordinator
KEY RESPONSIBILITIES AND DUTIES
Management
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Being accountable for the operation and productive outputs of the role and related
objectives.
Maintaining good relation with staff, providers, suppliers, clients and the community
as a whole and communicating regularly with all Regions.
Keeping senior management informed of trends, current activities, and forecasts of
expected activities.
Act as a point of contact for team matters by providing sound advice, innovation and
problem solving for management.
Maintain and improve internal and external processes for the service.
Ensure compliance with all legislation, approved standards, policies and procedures
relating to the service’s practices and processes.
Assist to develop and maintain a strong positive work culture.
Manage the People Engagement and Quality team for premium outcomes.
Human Resources
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Manage the HR function for all recruitment, selection, induction, performance review,
learning programs, general administration, file maintenance and employee
separation programs, ensuring compliance with CTST’s policy and procedures.
Provide practical, accurate and professional advice to both staff and management in
the application of HR Policies and Procedures.
Assist in the planning and management of workplace change resulting from
technology, restructuring and the needs of the organisation.
Assist with the management of policy development for Human Resources procedures
and policies.
Assist Managers with developing the capacity of staff within their teams.
Assist with strategic development of CTST’s long and short term plans, policies and
procedures and any matters that relate to Human Resources (HR), Employee
Relations (ER) and future development of the Organisation.
Manage remuneration review and bonus program processes.
Manage WHS ensuring a safe work environment.
Client Intake
Manage the Client Intake and Assessment Officer to:
 Ensure all assessments are conducted according to legislative requirements and to
CTST standards.
 Ensure information available to clients is clear, informative and appropriate to the
audience.
 Identify areas for improvement and manage change.
 Identify areas of risk and propose and implement changes.
Engagement and Communication
 Develop new and innovative ways to engage with employees and volunteers
including seeking and acting on their feedback to identify the most effective methods.
 Lead and drive engagement by developing effective communication campaigns
which ensure that CTST’s mission, values and objectives, (and progress against
these objectives), are clearly communicated to employees and volunteers.
 Enable corporate thinking and the communication of coherent messages by
developing a strong understanding of key organisational issues, projects, initiatives,
news and linkages between departments.
 Advise and support the Chief Executive with regard to creative communication which
engage and inspire employees and volunteers.
 Conduct Engagement Surveys and other projects which enable senior leaders to
keep in touch with views and ideas, and to evaluate the success of CTST’s
communication practices.
 Support cultural change across the Group.
Volunteers and Events
 Design and implement innovative volunteer recruitment campaign strategies
 Network with media and local business to engage leverage volunteer ‘good news’
stories and rewards.
Manage the Volunteer and Events Coordinator to:
o Recruit and engage with volunteers as outlined under ‘Communications and
Engagement’
o Create innovative and engaging events externally for clients and internally for all
employees and volunteers.
o Report on all activities including Feedback Surveys to determine areas for
improvement.
Quality Assurance
 Draft and implement quality assurance policies and procedures.
 Collect and compile statistical quality data
 Analyse data to identify areas for improvement in the quality system.
 Identify training needs and organise training interventions to meet quality standards
 Monitor risk management activities.
 Manage the internal Quality and WHS Audits and report accordingly.
Manage and work with the Quality, Safety and Special Projects Officer to:
o Interpret and implement quality assurance and WHS standards.
o Investigate customer complaints and non-conformance issues
o Develop, recommend and monitor corrective and preventive actions.
o Assure ongoing compliance with quality and WHS requirements
Reporting and Administration
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Undertake all forms of daily administration, including timely maintenance of
emails/electronic diaries/telephone communication and filing, to support the service.
Produce and submit reports as requested by the Chief Executive to the required
standard and in a timely manner.
Coordinate and administer reporting lines including submissions of Work in Progress
Reports.
Manage individual budget.
Attendance at Management meetings and submission of team agenda.
EDUCATION, QUALIFICATIONS, SKILLS, KNOWLEDGE AND EXPERIENCE
Education and Qualifications:
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Preferred tertiary qualifications in HR or business management or equivalent
experience.
Recognised Quality Assurance certification.
Current ‘C’ Class Drivers Licence.
Skills, Knowledge and Experience:
 At least 6 years’ experience in a Human Resources leadership role with an extensive
knowledge of HR operations and related legislation.
 Sound understanding of Quality Assurance processes, preferably accredited as an
internal auditor or have attended an accredited relevant QA course.
 A track record of successful internal communications and employee engagement.
 Excellent relationship builder with proven experience of influencing stakeholders,
delivering influential change and clear management communications.
 Excellent written and verbal communication skills, including executive management
reports, letters and statistical reports.
 Excellent time management skills to manage priorities and deadlines.
 Highly developed interpersonal skills with demonstrated ability to work within and
lead a team, communicating and motivating effectively at all levels of the
organisation.
 Excellent administration skills including electronic communications, computer
programs, numeracy/literacy and basic office administration.
 Knowledge of the community sector and the general needs relevant to the clients, as
they apply to the role.
Success Measurement
Area:
The job is being performed to the required standards when:
Management
 Positive relationships with all employees, providers, suppliers, clients and
community are maintained.
 Assigned team produce required outputs
 Informed communication between regions and head office is maintained
 Sound advice and support for team members is provided.
 Positive relationships with stakeholders that increase the effectiveness of
the team and the organisation as a whole are developed.
 Staff have appropriate opportunity for future development
 General support and assistance to all managers and regions, including
head office is provided
Human Resource
 Practical, accurate and professional advice is given to employees,
management and organisation as a whole.
 Policy development and ongoing reviews of such is managed.
 Conflict resolution and employee relations are efficiently and effectively
managed
 Remuneration review and bonus program processes are accurately
delivered.
 Talent retention >90%
 Reduction of cost for HR related activities
Communication
and Engagement
 Employee and Volunteer feedback surveys indicate a 90% plus satisfaction
rating regarding their employment.
 Talent retention >90%
 Interpersonal skills demonstrate a desire to please colleagues and
stakeholders
 Cooperative and team orientated behaviours are displayed while working
with colleagues
 A polite and respectful with all internal and external stakeholders is evident.
Client Intake and
Events
 Intake and Assessment Officer is managed appropriately and:
o All assessments are conducted to standard
o >95% positive client feedback (regarding procedure)
o Legislative requirements are met to 100%
Volunteers and
Events
 Volunteer retention >90%
 >95% satisfaction rating regarding events
 Volunteer Engagement survey indicates >90% satisfaction rating.
Quality Assurance
 QA Audits reach a >95% pass.
 Workplace accidents/incidents <2
 Engagement surveys indicate >95% understanding of QA and WHS
principles as relevant to their roles.
And WHS