COVID Vaccination Advisor

Position Purpose

The purpose of this role is to deliver compassionate, accurate and timely support services to the diverse and sometimes vulnerable populations which we serve. The Advisor will actively participate in the Ministry of Health COVID-19 Vaccination programme by providing non-clinical advice to the New Zealand population.

Expected Outcomes

Providing reliable and accurate non-clinical advice regarding the COVID-19 vaccination programme to service users through both inbound and outbound calls. The COVID Vaccination Advisor will ensure quality of care and integrity of the vaccination programme is the most important outcomes of this role.

Key Tasks and Accountabilities

Service delivery

• Respond to client contact through relevant channels within defined timeframes
• Actively listen to understand the caller’s needs and deliver the right advice
• Ensure the service user’s interests and wellbeing are always paramount and ensure that confidentiality is maintained and privacy respected
• Be resourceful and dedicated to helping find the right information for callers
• Completing required learning and development activities to ensure the agent is appropriately qualified to deliver an experience to Service Users that meets quality expectations
• Commitment to continuous learning and upskilling based on the most recent available training material

Person Specification

Qualifications and Experience

• Retail or customer service experience
• Call centre experience preferred but not essential

Skills and Competence

• Excellent telephone manner
• Effective listening and communication skills
• Uses sound judgement to identify when to refer customer to appropriate clinical staff
• Ability to work effectively with people from a range of different cultures
• Ability to follow processes meticulously and consistently
• Ability to quickly acquire an understanding of and use new software
• Awareness of the importance of quality
• Ability to deal with difficult situations appropriately, and in a timely manner
• Ability to work under pressure and positively deal with change
• Insert desired skills/competence

APPENDIX 1

Living the Values

Do the right thing

• People are empowered to make the right decisions and are back to do this
• For our leaders, this means how we lead, support and empower our teams to make the right decisions

Motivated by quality

• We aim high every time and provide a quality, high level customer experience
• For our people, this means ensuring that they understand and are motivated to follow clinical processes to ensure great outcomes every time

Passion for better

• Continually being the/our best and seeking to do better every time, with every interaction
• For our leaders, this means constantly seeking to do better with passion, and role modelling this for our team and others. It means continually looking at being the best and seeking to do better every time

Pokohiwi ki Pokohiwi (Shoulder to Shoulder)

• We want to stand shoulder to shoulder with the people who use our services – and with their communities, and health and social provides – to connect them with care seamlessly when they need it
• As leaders, this means we are shoulder to shoulder together with our people, our teams, our colleagues and our clients, backing each other, helping even if we are struggling and finally, celebrating success together
• Leading our people so they guide our service users from their front door to the support they need, knowing that they can trust in us to ensure they get the services they need when they need them

Cultural Integrity

• Live the Whangai approach and strategy
• Uphold integrity of Whakarongorau Aotearoa by carrying out responsibilities in compliance with the Te Tiriti o Waitangi / Treaty of Waitangi and by demonstrating commitment through its principles:
  • Partnership – respectfully work in partnership with team members
  • Participation – respectfully provide a safe space for, and acknowledgement to team members
  • Protection – foster and empower the values, customs and realities of Māori
• The above Treaty principles and way of working will also be extended to all the people we support

Health and Safety

Ensure the health, safety and wellbeing/welfare of all staff, including those who Work from Home by complying with legal obligations including NZ standards and Whakarongorau Aotearoa policy and guidelines.

Quality

Apply the principles of quality cycle improvement and continuous service improvement as outlined in the Quality Plan.