General Manager Caregiver Recruitment & Support. Our vision is: New Zealand values the wellbeing of tamariki above all else.

Transcription

1 POSITION DESCRIPTION Oranga Tamariki Ministry for Children Title: Group: Reports to: Location: Direct Reports: Budget: Caregiver Insights and Experience Manager Care Services General Manager Caregiver Recruitment & Support TBC No Yes OUR ORGANISATION About us Our vision Our purpose The Oranga Tamariki way Oranga Tamariki Ministry for Children is dedicated to supporting any child in New Zealand whose wellbeing is at significant risk of harm now, or in the future. We also work with young people who may have offended, or are likely to offend. Our belief is that in the right environment, with the right people surrounding and nurturing them, any child can, and should flourish. Our vision is: New Zealand values the wellbeing of tamariki above all else. Our purpose is: To ensure that all tamariki are in loving whānau and communities where oranga tamariki can be realised. We re introducing a new way of doing things. A way of looking at the world that guides everything we do: Our core outcomes Our core outcomes are: - All children and young people are in loving families and communities where they can be safe, strong, connected, and able to flourish - Improved outcomes for all children, especially tamariki and rangatahi Māori.

2 POSITION PURPOSE The Caregiver Recruitment & Support (CGRS) team is part of the Care Services team. We are responsible for providing stable loving homes for tamariki. We embrace the principles of mana tamaiti, whakapapa and whanaungatanga. We put caregivers at the centre of everything we do. We are entirely committed to delivering excellence in the caregiver journey. The purpose of this role is to lead activities to build a deep understanding across the Caregiver Recruitment and Support team, and wider organisation and sector, of caregiver s experiences, needs and expectations. You will be responsible for developing a programme of work to collect and synthesise the voices of caregivers and to advocate for change and improvement. By synthesising caregiver feedback, you will contribute to the creation of effective recruitment and support services for caregivers. You will plan and support the team to consistently deliver the desired caregiver experience. You will use your technical expertise and up to date knowledge of evidence and practice to provide leadership and support to the CGRS team and the wider organisation, on the caregiver experience. Your research and engagement with caregivers will be robust and in line with best practice, and you will deliver impactful findings, underpinned by a commitment to meaningful change using continuous improvement methodology. This role is part of the CGRS Leadership Team. KEY ACCOUNTABILITIES Key Result area Strategy and Leadership Key Accountabilities - Identify target areas to develop strategies and plans to deliver the teams goals. - Present data analysis and insights to inform the development of recruitment and support services. - Formulate strategies and design actions that will have the most positive impact on the caregiver experience. - Provide advice, support, education and ongoing coaching to the CGRS team and wider organisation - Manage and report on work stream finances, budgets (including variances) and resources. Risk Management - Keep the General Manager informed of critical risks and issues and strategies to mitigate them. - Ensure analysis and data is accurate and collected using robust methodology. Research and evaluation technical expertise - Maintain up to date knowledge of research and engagement best practice to deliver caregiver insights. - Provide technical guidance and direction to the team, General Manager, wider group and organisation on research and engagement practice with caregivers. - Design research programmes and projects to gather meaningful Position Description Caregiver Insights & Experience Lead 2

3 Key Result area Key Accountabilities data from caregivers. - Ensure ethical requirements are upheld Caregiver insights work programme - Create and build a caregiver insights work programme that is responsive to current and future organisational needs and priorities and reflects strategic goals. Ensure delivery of the work programme and monitor and report on progress. - Ensure products and deliverables are high quality, that processes reflect best practice, and that expert advice is applied. - Ensure the work programme is integrated with the work of the wider team and the organisation, and dependencies with other workstreams are well managed. - Lead specific projects or initiatives, including management and allocation of resources and monitoring of outcomes. - Manage, analyse, benchmark and disseminate findings from caregiver insights and experience work. Caregiver feedback - Using organisational systems and processes and take responsibility for management of caregiver complaints and required corrective actions. Provide robust and regular reporting to team and Oranga Tamariki Leadership Team. - Use caregiver complaints and suggestions to inform work required to improve the caregiver experience. - Lead responses to caregiver feedback and report on volumes, themes and meaningful opportunities for corrective action, identifying what is within the sphere of control for the role inner loop) and efficiently and effectively escalating those issues requiring wider organisational attention. - Create and build key relationships with caregivers and their advocates, meeting regularly to receive feedback and suggestions. - Actively lead caregiver feedback initiatives including but not limited to annual and episodic surveys, focus groups and engagement scores. Continuous improvement - Use continuous quality improvement methodology to effect meaningful change for caregivers Position Description Caregiver Insights & Experience Lead 3

4 Work effectively with stakeholders - Identify key stakeholders within Oranga Tamariki and develop and maintain strong and effective relationships - Proactively manage interfaces between the team and the rest of the organisation to ensure caregiver centred research and engagement advice is provided when needed and that staff understand best practice expectations. - Ensure coordination and collaboration within the organisation on engagement with caregivers and stakeholders. - Engage effectively with key external stakeholders including Iwi, Māori, Pacifica and other cultural groups. - Lead and manage relationships with other government agencies, NGOs, academics and key stakeholders to gain appropriate caregiver experience information. - Working with research and evaluation team, identify opportunities to draw on national and international expertise. Being part of the Oranga Tamariki team - Actively and positively participate as a member of the team. - Proactively look for opportunities to improve the operations of Oranga Tamariki. - From time to time, you may be required to perform other reasonable duties as requested by your manager. - Comply with and support all health and safety policies, guidelines and initiatives. - Ensure all incidents, injuries and near misses are reported into our H&S reporting tool. - Comply with all legislative and regulatory requirements, and report any breaches as soon as they become known. - Adhere to all Oranga Tamariki procedures, policies, guidelines, and standards of integrity and conduct. - Commitment to the Treaty of Waitangi and respect and incorporate these into your work. Position Description Caregiver Insights & Experience Lead 4

5 KEY RELATIONSHIPS Internal - Caregivers - CGRS team - Site and Regional managers - Communications team - Compliments, complaints and suggestions team - Research and evaluation team External - Independent advocacy services including Fostering Kids - Iwi and Māori organisations - NGOS and other providers QUALIFICATIONS & EXPERIENCE Qualifications - A post graduate qualification with a strong research element is required - A clean, current driver s licence is essential and a willingness to drive the Ministry s vehicles. Experience - Demonstrated experience working with customers and using data to support decision making. - Experience of service delivery in a care environment is desirable - Minimum of three to five years experience in social research and/or evaluation - Sound experience in qualitative and/or quantitative research methodologies - Experience in developing and delivering research and evaluation programmes and projects in an applied setting - A proven record in establishing, building and maintaining effective and cohesive working relationships - Experience of effective cross functional working. - Able to use Excel and other analysis/reporting tools to a high level - Familiarity with working in a care environment Skills and behaviours - A customer centric approach - Commitment to positive outcomes for children, young people and their families and caregivers - Excellent verbal, written and interpersonal communication and presentation skills - Ability to positively influence others - Ability to carry out effective coaching and development - Rigorous intellectual, analytical ability and able to think strategically and creatively Position Description Caregiver Insights & Experience Lead 5

6 - Highly developed organisational and planning skills: ability to prioritise and delegate effectively and to manage competing priorities and deadlines - Understanding and appreciation of cross cultural issues and concerns, in particular, knowledge of tikanga Māori - Sound knowledge of social research methodologies and their applications - An understanding of the role of Oranga Tamariki and other government and non-government agencies - Sound judgement and political sensitivity - An understanding of the machinery of government - Passion to provide useful high quality information to stakeholders in a way that is timely, meaningful and accessible for them - An excellent ability to navigate a fluid environment, work with ambiguity, and deliver high quality outcomes to deadlines and budgets. Other requirements - Some travel on official business within NZ may be required. Position Description Caregiver Insights & Experience Lead 6

7 POSITION COMPETENCIES Competency Leading strategically Think, plan, and act strategically to engage others in the vision, and position teams, organisations, and sectors to meet customer and future needs. Leading with influence Lead and communicate in a clear, persuasive, impactful, and inspiring way; to convince others to embrace change and take action. Identifying and developing talent Coach and develop diverse talent; build the people capability required to deliver outcomes. Description of success profile behaviour - Think strategically (i.e. see issues through a range of lenses and stakeholder perspectives, including Māori, Pacific peoples and other cultures; move between the detail and a bigger-picture perspective) - Progress current thinking (i.e. provide suggestions and alternative perspectives on issues within your area of expertise) - Develop and implement strategy (i.e. understand your team s role in the organisation s strategy; and align your team s business and/or work plans and activities with strategic objectives) - Engage your team in the vision (i.e. clearly articulate your team s role in achieving the organisational vision; and engage your team in the vision). - Lead with purpose across the group and organisation and/or sector (i.e. drive initiatives that chart a clear direction for the group and/or organisation; which have high levels of contentiousness and resistance and/or visibility) - Persuade and inspire across the sector and/or organisation (i.e. gain active participation and/or support for initiatives from other managers, staff and other relevant stakeholders and/or senior leaders) - Communicate clearly across the organisation and/or sector (i.e. tailor messages so they resonate with a wide range of audiences such as community stakeholders, organisation managers and staff and/or senior leaders and external senior stakeholders) - Demonstrate leadership impact and gravitas (i.e. convey energy, urgency, confidence and ease in taking a leadership role across a range of situations) - Use knowledge of Māori to identify benefits of proposed change and use this in influencing strategies. - Use knowledge of Pacific peoples and other cultures to identify benefits of proposed change and use this in influencing strategies. - Coach and mentor individuals (i.e. invest time in coaching and mentoring your staff, to help them improve the capabilities required in your current roles and the roles they aspire to) - Develop individual capability (i.e. assist staff to set relevant development goals; support them to participate in relevant development activities) - Develop team capability (i.e. encourage diverse talent and address capability gaps across your team as a whole) - Create an environment where Māori staff can flourish (i.e. contribute to providing an environment where all staff including Māori staff can achieve their aspirations; provide an environment where Māori knowledge and skills and other cultural world-views are valued and supported). Position Description Caregiver Insights & Experience Lead 7

8 Competency Enhancing team performance Build cohesive and high performing teams; to deliver collective results that are more than the sum of individual effort. Achieving through others Effectively delegate and maintain oversight of work responsibilities; to leverage the capability of direct reports and staff to deliver outcomes for customers Enhancing system performance Work collectively across boundaries; to deliver sustainable and long-term improvements to system and customer outcomes. Enhancing organisational performance Drive innovation and continuous improvement; to sustainably strengthen long-term organisational performance and improve outcomes for customers. Managing work priorities Plan, prioritise, and organise work; to deliver on short and Description of success profile behaviour - Set clear team objectives and expectations (i.e. clearly communicate your team s objectives; work with the team to define the team player behaviours you expect) - Monitor team cohesion and performance (i.e. understand the strengths and weaknesses of how your team works together to deliver outcomes) - Strengthen team cohesion and performance (i.e. cultivate team player behaviours among your direct reports) - Delegate to individuals (i.e. empower and support your direct reports to effectively deliver on your tasks and duties and achieve customer outcomes) - Maintain oversight of your team s work (i.e. adjust your level of oversight to reflect the needs of the situation; swiftly pick up on emerging issues) - Provide organisational leadership (i.e. contribute to your peers and/or senior leadership; create opportunities for collaboration and/or lead collaboration across the organisation; encourage others to adopt an organisation wide view) - Provide sector leadership (i.e. lever strong relationships with a range of managers across the public, private and/or non-government sectors to deliver organisational and/or sector and customer outcomes; take a systems approach to issues, where organisations work in concert to deliver outcomes for customers and New Zealand) - Strengthen group and/or organisational performance (i.e. take into account research that shows the impact of diversity and inclusion on organisational performance, lead large scale improvements to group and/or organisation processes and systems to achieve gains in effectiveness and efficiency) - Foster a continuous improvement culture across a large group or organisation (i.e. so that people across multiple business units are encouraged and empowered to identify and take opportunities to enhance business performance) - Lead innovation across a large group or organisation (i.e. encourage and implement innovative solutions across a large group or the organisation) - Manage and deliver on work priorities (i.e. plan and organise yourself to deliver work commitments to required timeframes and quality standards) - Be purposeful about where you invest your time (i.e. take a deliberate work management approach which strikes an effective Position Description Caregiver Insights & Experience Lead 8

9 Competency long-term objectives across the breadth of their role. Curious Show curiosity, flexibility, and openness in analysing and integrating ideas, information, and differing perspectives; to make fit-forpurpose decisions. Description of success profile behaviour balance between proactive and responsive work activities). - Think analytically and critically (i.e. get to the heart of issues and uncover underlying causes; and clearly describe your analytical process and the rationale for your decisions) - Display curiosity (i.e. identify a range of alternative options and encourage others to critique your ideas) - Take into account the impact of decisions on tamariki and rangatahi Māori - Take into account the impact of decisions on Pacific Peoples and other cultures children and young people, and Oranga Tamariki goals for diversity and inclusion - Mitigate analytical and decision-making biases (i.e. have insight into the strengths and weaknesses of your analysis and decision-making approach, so you mitigate potential decision-making biases). Honest and courageous - Show courage (i.e. make the hard and unpopular decisions and take Deliver the hard messages, and makes unpopular decisions in a timely manner; to advance the longerterm best interests of Māori tamariki and rangatahi and New Zealand. the lead on controversial issues). - Show decisiveness (i.e. act decisively when required, even when information is conflicting or incomplete). - Lead with integrity (i.e. act according to a clear set of ethical principles aligned with Public Service values; and challenge behaviour that does not meet ethical standards). Resilient Show composure, grit, and a sense of perspective when the going gets tough; to help others maintain optimism and focus. Self-aware and agile Leverage selfawareness to improve skills and adapt approach; to strengthen personal capability over time and optimise effectiveness with different situations and people. - Display resilience (i.e. bounce back after setbacks; maintain focus and optimism in challenging situations; and adopt habits that maintain personal balance and wellbeing). - Demonstrate composure (i.e. display a calm and composed approach and a sense of perspective in challenging situations). - Encourage feedback on own performance (i.e. actively encourage feedback on your leadership approach and/or work style from a range of sources). - Self-assess (i.e. reflect self-critically to develop a strong awareness of your preferences, strengths and development needs). - Adapt approach (i.e. adroitly adapt your approach to optimise your effectiveness with new and different situations and people). - Show commitment to development (i.e. set challenging selfdevelopment objectives; take action; and achieve gains on the areas targeted for development). Position Description Caregiver Insights & Experience Lead 9