Deputy CEO Strategy and Service Improvement Position Description

DOCUMENT 8 FOI 24/25-1767 Approved: 21 Oct 2022

Owner: People and Culture Division

Deputy CEO Strategy and Service Improvement 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 Deputy CEO Strategy and Service Improvement

System Job Title NDIA SES3 Deputy CEO

APS Classification SES Band 3

Group Strategy and Service Improvement

Reports to CEO

Location Various

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 Commonwealth 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 Deputy CEO Strategy and Service Improvement is a SES Band 3. The role 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 National Disability Insurance Agency (NDIA).

The Deputy CEO Strategy and Service Improvement is a functional and strategic leadership position within the NDIA and has significant independence to make decisions within their area of accountability. The role 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 National Disability Insurance Scheme’.

The primary responsibilities of this position include:

• Leading the development of NDIA Corporate Plan and Annual Work Plan including metrics to monitor performance of the Scheme and Agency. • Leading Agency-wide initiatives to generate insight on Agency progress and issues, including reporting to the Board and Minister. • Leading an Agency-wide program management function and change management function, including the prioritisation of strategic initiatives and resourcing through a quarterly business review. • Leading all design, development and implementation activities that improve participant outcomes and their experience with the Agency and Scheme including business process, ICT systems, practice guidance and quality processes. • Leading to define and design the development of large systematic operational improvements through service improvement and human-centered design. • Leading the design of resources for frontline staff to be effective in their role in service delivery for our participants. • Leading and oversight role of all improvement activities from a policy position to a participant experience outcome. • Leading and oversight role in designing improvements to the participant pathway that enables participants to achieve meaningful participant and Scheme outcomes. • Providing tailored advice through research to inform and influence Board, CEO and Agency priorities. • Leading the Participant Advocate function and role that builds public trust and confidence in the Scheme, as well as broad ownership and support for people with disability. • Leading the development of effective, proactive, and meaningful participant engagement and consultation for strategic programs across the NDIA. • Leading external co-design projects to improve the way the NDIS operates • Leading the development of dedicated Agency policy capability across the NDIA. • Identifying, evaluating and critically analysing highly complex and politically sensitive issues and concerns affecting policy outcomes to deliver evidence-based decision making and develop logical, practical and well-balanced policy resolutions. • Enhancing the NDIS use of evidence-based and evidence-informed practice in delivering outcomes for participants, carers and family members. • Championing insurance concepts and vision across all areas of the Agency.

(NOTE: the key responsibilities of the role are based on current priorities and may change over time)

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The Deputy CEO Strategy and Service Improvement position provides an important leadership role within the NDIA. It is responsible to provide the leadership, control, planning, resource management, performance management and decisions for the team leadership, team membership and assigned contractors working within their Strategy and Service Improvement work area. Relevant Duties

Leadership (Knowledge) Duties include:

• An in-depth understanding and 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 (PGA Act) and PGPA rules. • Scoping organisational problems that are often ambiguous, conduct analyses, create insight, and communicate findings leading to action. • An in-depth understanding and knowledge of Agency process and systems (or an ability to quickly attain this understanding), to successfully solve Agency problems and issues. • Delivering quality decision-making policy, systems and controls across a complex organisation. • Developing operational policies to increase clarity, confidence and consistency in Agency decision- making. • Acquiring, maintaining and applying a program management processes, monitoring performance and equipping functional areas with tools to facilitate continuous improvement. • Leading change management functions and embedding change within the Agency. • Leading the development of dedicated Agency policy capability across the NDIA. • Identifying, evaluating and critically analyse highly complex and politically sensitive issues and concerns affecting policy outcomes to deliver evidence-based decision making and develop logical, practical and well-balanced policy resolutions. • Deep understanding of social insurance schemes and disability policy.

Leadership (Accountability) Duties include:

• Accountable for providing the Executive Leadership Team and Board with expert advice and strategic and technical leadership around key Scheme challenges and opportunities. • Leading and oversight role of all improvement activities from a policy position to a participant experience outcome, including the development of policy, through to operational guidance for external and internal audiences. • Accountable for the development, prioritisation, monitoring and delivery of the Corporate Plan initiatives with updates to the Board (and Minister, and other government departments where relevant). • Accountable for coordinating data and reporting via a range of mechanisms including annual work plan, Corporate Plan, and contributing and driving results through other strategic initiatives. • Accountable for the Agency-wide program management and change functions, including the prioritisation of Agency initiatives and resourcing. • Accountable for co-design projects which require deep industry knowledge.

Diversity and Span Duties include:

• Leading a highly complex Group in the Agency of approximately 12 Senior Executive Staff (SES), five Strategic Advisors and approximately 300 staff. • Accountability for overseeing an annualised operating budget of up to $50 million.

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• Working across all relevant business units within the NDIA to achieve outcomes, providing detailed information including business plans, strategies, priorities and procedures that provides clarity to ensure requirements are communicated, understood and accepted. • Accountable for providing strategic advice and operational policy across the broad spectrum of Agency priorities. • Accountable for input and strategic direction to a wide range of programs across the Agency.

Stakeholder Management Duties include:

• Extensive understanding of and ability to empathise with the needs of people living with disability, their families and carers. • Actively liaise and influence internal stakeholders to deliver strategic priorities. • Work closely with external stakeholders (including participants, participant representative groups, providers, and other peak bodies), to develop and deliver strategic priorities. • Authoritative source of strategic advice and recommendations including identifying gaps and areas for development for CEO and Board. • Building and maintaining strategic relationships with key stakeholders both in the sector and within other Commonwealth, State and Territory governments. • Monitoring, influencing and directing the engagement of Expert Advisors with key external stakeholders, the Commonwealth, state and territory governments and other external governance bodies. • Representing, communicating, influencing and negotiating on behalf of the NDIA to advance the NDIA’s interests with stakeholders including cross-agencies, inter-jurisdictional, participants and carer representatives and other reference groups and community networks.

Job Context and Environment Duties include:

• Ensuring Agency priorities delivered against quarterly milestones, and link to the overall Corporate Plan objective. • Driving scope, design, analysis, recommendation and implementation planning on complex problems. • Developing operational policy on complex issues to improve Agency decision making. • Leading the development of standardised templates, frameworks and tools for design work and change management across the Agency and technical advice on Agency change, while overseeing the successful development and execution of the projects aligned to the NDIA’s Corporate Plan. • External market scanning, providing the executive with strategic intelligence where required. • Applying experience in social insurance schemes and disability policy.

Judgement and Independence Duties include:

• Driving and managing new scope and design perspectives, or significant improvement on existing, pan-Agency issues. • Deep understanding of the strategic context and stakeholder environment in order to provide recommendations to the Executive Leadership Team on the relative priority of proposed initiatives. • Interpreting complex legislative frameworks and service standards in leading critical organisational issues and initiatives. • Advising executive leadership teams and other governance bodies on the impacts anticipated from new ways of working and support the prioritisation of change. • Judging organisational maturity against implementation of project frameworks for effective execution.

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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 involvement and persuasion strategies to gain acceptance of ideas and commitment to actions 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: Deputy CEO Strategy and Service Improvement (06/09/2022) 5 Page 66 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:

• Working with Children Check • 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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11

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12

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13

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