These guidelines aim to assist those involved in managing and coordinating the establishment of your MTSC. This person could be a local project officer employed by a government department, a project coordinator employed by the lead agency for the consortium or another appropriate agency, or a staff member of the lead agency who has been seconded to this role. The roles and responsibilities of the project manager or coordinator could include all or some of the following:

  • Managing the project at the local level and keeping the project on track.
  • Building and maintaining cooperative relationships between everyone involved.
  • Undertaking some community consultations, needs assessments and other research and review work.
  • Developing and sustaining the consortia.
  • Documenting decisions and ensuring clear communication and sharing of information and decisions to everyone involved.
  • Preparing action plans and funding proposals.
  • Seeking sponsorship and support from local businesses and organisations.
  • Researching various models of collaboration and governance.
  • Facilitating meetings and workshops (some workshops could be run by a local consultant who specialises areas such as change management).
  • Assisting in evaluating the MTSC and the establishment process.
  • Liaising with planning and design consultants and negotiating changes to building designs.
  • Providing continuous, personalised guidance and support to enhance knowledge and skills, and to counter anxiety, frustration and other stressors involved in the collaboration process.

The number of different roles and activities undertaken by the project coordinator will depend on whether funding enables them to be employed full time or part time. If the local project coordinator is directly employed by a State government department, they are likely to be involved at a much earlier stage in the establishment and planning process. The level of
support required by the consortium would depend on the degree of expertise and maturity of the organisations involved and other factors.

Practical steps to managing and coordinating the project

Eleven key steps or phases have been identified in the process of managing, coordinating and planning a multi-tenant service centre:

Step 1: Clarifying roles and responsibilities and developing communication strategies
Step 2: Assist in developing and formalising the partnership
Step 3: Beginning the project planning, management and research and engagement process
Step 4: Developing the operational vision and collaboration model
Step 5: Identifying service needs, property and building requirements and securing funding
Step 6: Finding an appropriate location and property and developing the design concept
Step 7: Building or renovating the property and planning the re-location
Step 8: Assist in developing the governance model and other systems and policies
Step 9: Assist in developing the monitoring and evaluation process
Step 10: Developing change management and communication systems
Step 11: Planning for sustainability and success

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