Deputy Director / Senior Assistant Director, Service Coordination & Triaging

KidSTART Singapore Ltd. (KSL) was incorporated as a Company Limited by Guarantee (CLG) under the Ministry of Social and Family Development (MSF) in September 2020 to implement the KidSTART programme nationwide. The KidSTART programme provides upstream support to children from low-income families in the areas of child development, health and social support.

Description of Division/Branch

The Service Coordination and Triaging Branch, under the Service Management Division (SMD), oversees the Central Triaging function (assessment and processing of all KSL referrals), as well as spearheads, monitors and coordinates operational planning within the Division. This includes the development of operational workflows and sense making of operations across the regional clusters. The Branch also oversees service management of Hospitals and cross-regional partners/stakeholders.

Key Responsibilities

1. Central Triaging

a. Oversee the coordination and implementation of centralised triaging for all referrals received from various stakeholders, including hospitals, Social Service Offices (SSOs), KidSTART Agencies (KSAs), Family Service Centres (FSCs) etc to ensure consistent and accurate assessment of eligible families.

b. Oversee the delivery of digital support to eligible families who are not yet ready to receive home visits, to ensure they are reached out and engaged in a timely manner..

c. Track and analyse data to identify trends on the inflow and allocation of referrals to KSL, KSAs by regions, supporting data-informed decision-making.

d. Lead development and refinements of referral and transition workflows, ensuring prompt processing of referrals from applicants and agencies and smooth transition of cases from hospitals.

2. Operational Planning

a. Provide direction to the team in operationalising policies by developing effective workflows, processes and communication strategies on the ground across the KSAs and within SMD.

b. Work closely with KSL's Programme Planning Division and other KSL Divisions, to integrate operational perspectives into programme development and review, and the roll out of new initiatives to support KidSTART children and families.

c. Lead the tracking, planning and allocation of manpower across SMD teams, KSAs and hospitals, to ensure timely recruitment and appropriate case distribution to support service delivery.

d. Oversee the coordination of inputs for output and KPI reporting to measure implementation progress.

e. Oversee the proactive analysis of operational data to identify trends, anticipate risks and address potential issues that may affect service delivery or impact capacity of practitioners to deliver the programme effectively.

3. Service Management of Hospitals

a. Lead discussions with hospitals in delivering the KidSTART antenatal programme. This includes the development, confirmation and refinements of the service standards for hospitals to ensure high-quality implementation.

b. Oversee the implementation of the KidSTART antenatal programme by hospitals, ensuring alignment with the service model and compliance with funding agreement requirements such as tracking deliverables , reporting and audit obligations.

c. Monitor the challenges and concerns faced by hospitals that can potentially affect service delivery and continuity.

4. Overall SMD Functions

a. Lead and coordinate cross-regional projects in collaboration with relevant Divisions, ensuring initiatives are aligned to benefit KidSTART children and families.

b. Oversee SMD's overall budget and ensuring adequate resources are allocated to support effective service delivery, practice quality and service management functions.

c. Lead the forward planning and coordination of SMD's workplan and tracking of workplan deliverables, as well as lead in the organisation of SMD planning and leadership retreats to align priorities and drive strategic outcomes

d. Coordinate with other KSL Divisions to support the implementation of organisation-wide initiatives. .

Required Competencies

. Strong sense of purpose to help low-income families and passionate about forging partnerships across diverse stakeholders, both at community, staff and management levels, to achieve collective impact.

. Strong leadership skills and proven track record in leading a team to plan and operationalise programmes/ nation-wide initiatives.

. At least 8-10 years working experience in the social service, government, non-profit or community sectors.

. Familiarity with systems thinking, strong analytical skills, as well as eye for detail.

. Exercises initiative and displays innovation in problem solving and solutioning

. Strong negotiation and facilitation skills, and demonstrated ability to influence and build trust and rapport with stakeholders

. Confident, effective and collaborative team-player with strong interpersonal and communication skills

. Able to work well in a fast-paced and dynamic start-up environment