Service Delivery Support Officer

About the role

The Service Delivery Support Officer manages the scheduling and coordination of all courses and prisoner services at a Correctional Centre, including support for classroom and other educational facilities. The role covers data monitoring, prisoner allocation to programs, provider liaison and administrative and IT support.

Key responsibilities

• Establish communication processes linking the centre, service providers and probation and parole services so that appropriate support is delivered.
• Monitor and analyse data to identify and allocate prisoners to the right internal and external services.
• Collect and provide data and reports on service delivery performance.
• Build working relationships with service providers to support release planning and give them guidance on their service delivery needs.
• Help review service delivery by checking its efficiency and relevance, spotting gaps and advising on improvements.
• Liaise with providers on induction training, custodial awareness training, criminal history checks, security access, room setup and resource needs, and give ongoing practical assistance.
• Maintain waiting lists for programs and courses outside central management, including for prisoners on remand and those with short sentences.
• Schedule and notify prisoners of course allocations, record offers and outcomes, and manage classroom and program schedules and master schedules.
• Keep accurate records of participation, including in the Integrated Offender Management system (IOMS) or other systems.
• Carry out administrative duties, provide IT support and device security checks, and protect the security and confidentiality of QCS property and information.