Service Delivery Support Officer

Queensland Corrective Services; Townsville City; On-site; AUD 55,000 - 75,000; Full time

Job summary

Queensland Corrective Services is seeking a Service Delivery Support Officer to manage scheduling and coordination of courses and prisoner services at the Correctional Centre. The role focuses on establishing communication links between the centre, service providers, and probation and parole services to ensure appropriate support is delivered.

You will monitor data, prepare reports on service delivery performance, and assist with release planning by engaging with contracted providers and

Responsibilities

• Coordinate links between the correctional centre, service providers and probation and parole services.
• Monitor and analyse data to allocate prisoners to the appropriate services.
• Provide data and reports on service delivery performance.
• Support release planning by establishing relationships with providers.
• Guide contracted providers on identified service delivery needs.
• Review service delivery efficiency and identify gaps.
• Coordinate induction training, custodial awareness training, and security checks.
• Maintain waiting lists for programs and allocate prisoners.
• Manage scheduling tools and master schedule for classrooms.
• Keep accurate records in IOMS or other systems.
• Carry out administrative duties and provide IT support as needed.
• Ensure security and confidentiality of QCS property.

Job description

In this role you will manage scheduling and coordination of all courses and prisoner services for the Correctional Centre including support services for classroom and other educational facilities.

The primary accountabilities of the Service Delivery Support Officer include:

• Establish key communication processes to coordinate links between the correctional centre, service providers and probation and parole services to ensure appropriate services and support are being provided
• Monitor and analyse data to ensure identification and allocation of prisoners to the appropriate services, both internal and external
• Collation and provision of data and reports on service delivery performance
• Establish effective working relationships between QCS and service providers to support the release planning process
• Provide guidance to contracted service providers in relation to identified service delivery needs
• Contribute to the ongoing review of the service delivery through monitoring the efficiency and relevance of service provision, identifying any gaps in service delivery and advising on improvements
• Liaise with service providers in relation to induction training, custodial awareness training, criminal history checks, security access to centre, room setup, and resource requirements
• Provide ongoing support and practical assistance to external and internal service providers
• Maintain waiting lists for programs and courses outside of those managed centrally, including programs and services for prisoners on remand and those with short sentences.
• Schedules and notifies prisoners of course/service allocation and responds to queries in relation to availability
• Allocation of prisoners to programs including making offers and recording outcomes
• Manage schedules and any scheduling tool for classrooms and other educational/program areas, including development of master schedule and setup information
• Maintains up to date and accurate records of program and service participation including in the Integrated Offender Management system (IOMS) and/or alternate systems as required
• Carry out administrative duties as requested
• Provide information technology support and undertake device security checks
• Ensure the security and confidentiality of QCS property and information

The role description provides the minimum requirements for the role. The incumbent may be required to undertake other duties as required outside of these primary accountabilities.

Occupational group Administration