Position Description
Position Title:  Service Manager
Reports To:  Area Manager
Responsible for: Probation Officers, Senior Probation Officers, Administration Officer,Community Work Supervisors, Senior Community Work Supervisors
Service/Group:  Community Probation & Psychological Services
Location:  Service Centre
Date:  December 2007

Purpose of Position
To reduce re-offending and contribute to public safety through management of the service centre team in the quality management of sentences and the provision of information.

Functional Relationships
Internal: Other Service Managers, Business Services Managers, Business Services Advisers, Senior/Probation Officers, Senior/Community Work Supervisors, Administration Officers, Prisons Service staff, Psychologists, Programme Facilitators, NZ Parole Board, Union organisations, Regional CPPS Team especially RHRAs and RTs, Head Office Managers and staff

External: Judges and Court Managers, Offenders, CYFS, Police, Other Government Departments, Non Government Organisations (Safer Community Councils etc), Iwi, Community Groups and Sponsors, Service Providers

Key Accountabilities
Manage the performance and development of the service centre team

• Manage team performance through regular performance planning and appraisal, including development plans and competencies.
• Provide effective leadership that promotes team involvement in achieving service goals and objectives.
• Coach personal responsibilities and develop an environment for ownership where each team member is responsible for their work
• Allocate work and duties to team.
• Maintain an employee relations environment that facilitates continuous improvement, meets organisational goals and is consistent with being a good employer.
• Implement performance management and improvement programmes
• Identify and manage training needs and priorities.
• Ensure professional supervision is available for all Probation Officers.
• Manage staff selection.
• Maintain well-being of team members through effective health and safety planning and management and implement Health and Safety Plan.

Offender Management and Sentence Administration

• Ensure the provision of services to appropriate quality standards and statutory obligations, including victim interests.
• Provide professional leadership on all aspects of practice, legislation and working with mandated offenders.
• Establish formal relationships with police, PPS, and PS to assist in managing high risk offenders. Ensure that the Offender Warning System is in place.
• Ensure Departmental policy is effectively implemented.
• Ensure enforcement action is taken where necessary
• Ensure information recorded in IOMS is accurate and up-to-date.
• Respond to and resolve complaints.
• Manage local service contracts and implement SLAs.
• Ensure that recommendations are made that assist the rehabilitation of offenders and their reintegration
• Ensure that victims interests are considered in accordance with legislation

Ensure that service plans are developed, implemented and aligned with the Community Probation Service strategic goals and direction

• Contribute to the effective planning and review of services, including local business planning.
• Facilitate staff contribution to planning and service development.
• Ensure that strategies are developed to promote the continuous improvement of local service delivery
• Ensure external and internal reporting requirements are met on key areas of business activity.
• Monitor resource usage and manage allocated resources, including budgets, within agreed specifications.
• Manage buildings, vehicles, plant and equipment

Develop and maintain effective relationships and communication channels within and outside the Community Probation Service.

• Manage relationships with Judges, the Parole Board and other internal Services.
• Provide advice to the judiciary in relation to sentencing.
• Work with external agencies to provide services to offenders
• Create and maintain relationships with community groups, restorative justice groups and government departments.
• Develop and maintain effective working relationships with iwi and other cultural groups.
• Proactively manage the local public profile.
• Manage relationship with employee representatives.
• Participate as an active member of the Area Management Team.
  Service Centre management
• Effectively manage offender risk through departmental and inter-agency systems and legislative requirements.
• Manage risk through scheduled quality assurance, internal control and other checks, and ensure timely escalation of all risk matters to the Area Manager.
• Contribute to the area risk and risk mitigation plan.
• Analyse data and provide reports to manager as required.
• Complete Incident Reports and take any appropriate remedial action.
• Analyse data and monitor trends to ensure that staff resources are being used effectively.
• Conduct employment investigations.
• Ensure the security of files and information.
• Resolve any maintenance/property issues at the service centre.

Ensure that a safe working environment is maintained for staff, managers and visitors within Corrections

• Ensure appropriate systems and processes are in place in the centre to manage hazards, accidents and rehabilitation.
• Ensure appropriate systems and processes are in place for staff in the centre in regards to their dealings with offenders
• Ensure that a safe working environment is maintained for colleagues and visitors within Corrections by:
• • reporting any hazards,
  • reporting any accidents or near misses that occur,
  • adhering to safety standards and processes set down by Corrections aimed at preventing harm, and
  • participate in health and safety programmes as required, including own rehabilitation should the job holder sustain a work injury.

Job Description and Scope of Duties
Service Managers are expected to perform such other duties as can reasonably be regarded as incidental to the job description and such other duties reasonably within the experience and capabilities of the Service Manager that may be from time to time assigned after consultation and agreement.

Person Specification
Technical Competencies

• Sound knowledge of legislation governing practise and operation.
• Understanding and ability to apply policy and procedure.
• Experience and understanding of business reporting requirements including finance.
• Knowledge of the changing corrections and justice environment within New Zealand.

Communication and Relationship Management

• Encourage teamwork and co-operation between staff and other teams of the department.
• Share information, ideas and experience with manager, peers and staff.
• Build relationships and work effectively with community groups and Department stakeholders.
• Question and challenge the efficiency and effectiveness of current work policies, processes and systems.
• Confidently, clearly and diplomatically communicate issues and concepts, including listening to others’ points of view.
• Written communication is clear, concise and logical.

Decision Making and Problem Solving

• Reach well reasoned decisions, supported by a variety of available information which is consistent with policy and previous decisions.
• Identify, articulate and prioritise potential risks to the Department arising from the operation of the Service Centre.
• Respond to the views of others, and obtain support for decisions wherever possible.
• Accepts responsibility for problem solving and for developing workable solutions.
• Stand by decisions, whilst retaining flexibility.

Staff Management

• Set and communicate clear expectations and standards for staff.
• Promote and encourage opportunities for staff development and training, including coaching staff.
• Provide regular constructive feedback to all staff in a manner that assists staff development.
• Take appropriate action to reward good performance and to confront and resolve poor performance.
• Listen to and appropriately raise staff concerns identifying avenues for addressing issues.
• Model and promote a positive attitude.
• Encourage staff to accept challenges and opportunities to work on different projects.

Commitment and Self Management

• Identify opportunities and accept responsibility for making things happen.
• Focus on task at hand without losing track of priorities.
• Plan and organise activities rather than react to situations as they arise.
• Accept responsibility for own development, including seeking feedback from others on own performance.
• Maintain a balance between work and personal life

Supporting Organisational Goals

• Actively model the Departments goals and values.
• Demonstrates an awareness of the principles of the Treaty of Waitangi and their relevance to the work of the Department.
• Act fairly and impartially in all dealings with staff and service providers
• Act with integrity at all times.
• Proactively identify opportunities to improve service delivery.
• Adjust to changing demands and delivery.
• Promote EEO policy to staff.
• Work to ensure a safe physical and psychological environment.

Other Requirements

• Must hold a current drivers licence.

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