DOCUMENT 7 FOI 24/25-1767 Approved: 21 October 2022
Owner: People and Culture Division
DCEO Participant Experience Delivery Position Description
Position Details
The NDIA welcomes and encourages applications from people with disability, Aboriginal and Torres Strait Islander peoples, and people with diverse cultural and linguistic backgrounds.
Position Name DCEO Participant Experience Delivery
System Job Title NDIA Senior executive Staff (SES) Band 3 Deputy CEO
APS Classification SES Band 3
Group Participant Experience Delivery
Reports to Chief Executive Officer
Location National
Tenure Ongoing/Non-ongoing
Security Classification Negative Vetting Level 1
Position Purpose
About the NDIA
The National Disability Insurance Agency (NDIA) is an independent statutory Agency that is responsible for implementing the National Disability Insurance Scheme (NDIS), which will support a better life for hundreds of thousands of Australians with a significant and permanent disability and their families and carers. The NDIA values a positive contemporary attitude to disability.
As a Federal Agency, we work within a legislative and regulatory environment. We adhere to the Australian Public Service Code of Conduct as set out in section 13 of the Public Service Act 1999.
Our work is driven by the Corporate Plan which provides strategic direction to achieve our purpose of making a difference so that people with disability can choose and achieve their goals.
The NDIA Values are:
• We value people – We put participants at the heart of everything we do. • We grow together – We work together to deliver quality outcomes. • We aim higher – We are resilient and always have the courage to do better. • We take care – We own what we do and we do the right thing.
Our values reflect our passion and commitment to building a positive, participant-centred culture.
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The NDIA welcomes and encourages applications from people with disability, Aboriginal and Torres Strait Islander peoples, and people with diverse cultural and linguistic backgrounds.
Where possible, the NDIA will make reasonable adjustments to enable individuals with disabilities to perform the essential functions of the role. About the Role
The DCEO Participant Experience Delivery is a SES Band 3 position. It is accountable to plan, lead and deliver highly complex and significant outcomes, projects and work programs that have strategic, political, and operational significance to the NDIA.
The DCEO Participant Experience Delivery is a functional and strategic leadership position within the NDIA and has significant independence to make decisions within their area of accountability. It will lead and contribute to the strategic planning of the NDIA’s objectives and will set strategic direction, develop long- term plans, and implement operational strategies aimed at achieving the NDIA’s mission to ‘build a world- leading NDIS’.
The primary responsibilities of this position include:
• Ensuring that Scheme statutory Participant Service Guarantee and other service delivery targets are met. • Incorporating design, communications and engagement, quality and operational reporting and change management as they relate to participants and the Participant Pathway. • National operations - Scheme access, planning, quality, compliance, technical expertise.
(NOTE: the key responsibilities of the role are based on current priorities and may change over time)
The DCEO Participant Experience Delivery provides the leadership, control, planning, resource management, performance management and decisions for the team leadership and team members working in the Participant Experience Delivery Group. This includes developing, maintaining and supporting a participant-centric workforce culture built around diversity and inclusion.
Relevant Duties
Leadership (Knowledge) Duties include:
• Possess an in-depth understanding and extensive knowledge of the legislative requirements of the National Disability Insurance Scheme Act 2013 (NDIS Act), the NDIS rules, Public Governance, Performance and Accountability Act 2013 (PGPA Act) and PGPA rules. • Possess and apply a high-level of strategic understanding of the operational requirements of the NDIA to deliver the NDIS within the broader context of the Commonwealth APS. • Possess and apply a broad understanding of the media, policy and political context in which NDIA operates. • Broad understanding of the insurance sector and its intersection with social policy. • Full understanding and application of service improvement, performance management and operational risk management for a nationally distributed workforce.
Leadership (Accountability) Duties include:
• Full operational accountability for performance and improvement of national service delivery for Scheme access, plan establishment and reviews, complaints management, quality assurance and the achievement of Participant outcomes.
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• Workforce management - including Full Time Equivalent (FTE) complement management, recruitment, learning and development for Participant Experience Delivery Group staff. • Management of budget allocation to approved Agency operating plans. • Responsibility for operationalising strategy into Group plans across 3–5 years, and making decisions across 5–10 year horizon.
Diversity and Span Duties include:
• Leading the highly complex, nationally distributed and largest Group in the Agency of approximately 19 Senior Executive Staff (SES) and 4,000 staff. • Accountability for overseeing an annualised operating budget of up to $450 million.
Stakeholder Management Duties include:
• Extensive understanding of and ability to empathise with the needs of people living with disability, their families and carers. • Work closely with external stakeholders (including participants, participant representative groups, providers, and other peak bodies), to develop and deliver strategic priorities. • Meeting regularly with participants, their families / carers / representatives where appropriate. • Meeting regularly with Minister and their advisors to manage expectations, inform of major activities, align Ministerial and Agency objectives. • High level engagement with the NDIA Board. • Intra-Agency high level engagement as member of the Executive Leadership Team (ELT), participating in all major Agency steering committees, providing strategic service delivery perspective. • High level engagement with other Commonwealth agencies, (including Department of Social Services, Services Australia and Prime Minister and Cabinet), influencing outcomes to meet Agency objectives • Key relationships with the Commonwealth Public Sector Union and Comcare.
Job Context and Environment Duties include:
• Accountable for the regulatory compliance of all Agency-based service delivery programs • Accountable for key cohort policy, including those related to Aboriginal and Torres Strait Islander Peoples, Culturally and Linguistically Diverse (CALD), LGBTIQA+ and others. • Accountable for the identification and definition of emerging issues related to the NDIS across the Australian community. • Setting service delivery strategy and implementation. • Identifying and managing high political risk and complexity • Managing strategic and operational risks, including internal and regulatory (e.g. WHS) compliance, fraud and participant welfare.
Judgement and Independence Duties include:
• Independent management of Agency operations. • High level judgement in the application of the NDIS Act in the delivery of the Scheme across metro, regional and remote geographies. • Flexibility to respond to significant external incidents such as flood, bushfires and pandemic.
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Capabilities of the Role
The NDIA work within a capability framework aligned to the Australian Public Service (APS) Work Level Standards. The capabilities detailed below are specific to the SES Band 3 level.
Facilitating Change Encouraging others to implement better approaches to address problems and opportunities; leading the implementation and acceptance of change within the workplace.
Customer Orientation Placing a high priority on the internal or external customer’s perspective when making decisions and taking action; implementing service practices that meet the customers’ and own organisation’s needs.
Building Organisational Talent Establishing systems and processes to attract, develop, engage, and retain talented individuals; creating a work environment where people can realise their full potential, thus allowing the organisation to meet current and future business challenges.
Execution Ensuring others contribute to organisation strategies by focusing them on the most critical priorities, measuring progress, and ensuring accountability against those metrics.
Coaching and Developing Others Providing feedback, instruction, and development guidance to help others excel in their current or future job responsibilities; planning and supporting the development of individual skills and abilities.
Operational Decision Making Securing and comparing information from multiple sources and uses this as the basis for identifying operational business issues; committing to an action after weighing alternative solutions against important decision criteria.
Influencing Using effective management and communication to support staff understanding and commitment to actions and ideas that support specific work outcomes.
Driving for Results Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
Positive Approach Demonstrating a positive attitude in the face of difficult or challenging situations; providing an uplifting (yet realistic) outlook on what the future holds and the opportunities it might present.
Work Level Expectations
The NDIA work within the Australian Public Service (APS) Work Level Standards. This position is aligned to the duties of the SES Band 3 classification.
Role Specifications
The role is required to be performed in a work environment that has the following core characteristics and requirements:
• Working in an open office environment (exposure to general workplace chatter) • Working from home on occasion • Working in a hot desk environment • Significant periods of sitting at a counter or desk Position Description for: DCEO Participant Experience Delivery (DRAFT 9/09/2022) 4 Page 60 of 158
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• Operating a telephone • Computer/screen-based work • Ability to use computer/software applications including Microsoft Office and NDIA business applications such as NDIA’s client records management system (CRM) • Assistance animals may be in the work area
In addition to the above, the role may require:
• Performing high levels of phone usage and/or face to face work
Security The following essential checks/clearances are required to perform the role:
• NDIS Worker Screening Check • Australian Government Security Vetting Agency (AGSVA) clearance - a vetting process undertaken before an individual may have access to classified information and resources. This is only applicable to some positions within the NDIA that require the occupant to have access to classified Australian Government information • Pre-Engagement Check - this is a mandatory pre-employment security screening process. All employees and contractors of NDIA must undertake a Pre-Engagement Check. This check is undertaken for any individual who will have non-public access to Agency resources (information, buildings, systems, assets, staff and customers) Organisational Responsibilities
The occupant of this position will be responsible for the identification, management and mitigation of risks related to their business functions.
The occupant of this position is accountable to provide leadership in the implementation, promotion of and compliance with the Work Health and Safety Act (Commonwealth) 2011 within their work area; and in addition identify, evaluate and manage risk that ensures that team members and other persons within the work area:
▪ take reasonable care for their own health and safety; ▪ take reasonable care that their acts or omissions do not adversely affect the health and safety of other persons; and ▪ comply with reasonable instruction, policy or procedures given or notified by the NDIA relating to health or safety across the NDIA.
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