Healthcare of New Zealand Limited Role Description

Transcription

1 Healthcare of New Zealand Limited Role Description Date of Last Review: Title: Service Coordinator Incumbent: n/a Leadership Competency Group Business and Service Enabler LOCATION: Branch and Division: Geographical Location: Manager s Title: Manager Once Removed Title: Senior Coordinator Branch Manager ROLE PURPOSE: To assess and review clients to establish a client focused, home support service plan for service delivery. Deliver leadership, mentorship and support to Healthcare NZ Support Workers whilst in the community. Develop strong relationships with referring agencies, prospective and existing clients, staff and stakeholders. 1

2 DIMENSIONS OF THE POSITION FOR WHICH THE INCUMBENT IS ACCOUNTABLE: Number of direct reports Geographical area of responsibility Operating Budget Other (delegation levels) POSITION SPECIFICS: In general terms, this position interacts with the following stakeholders (shaded): Internal People Board/ Shareholders Clients Competitor Organisation s External Companies Government Agencies Funders Representative Bodies IMPORTANT RELATIONSHIPS: Internal Support workers Resource Coordinators Branch Manager All staff External Clients and their families Primary healthcare team Community groups and other organisations 2

3 PRINCIPAL ROLE ACCOUNTABILITIES AND EXPECTATIONS: Personnel Responsible for the supervision and support of Support Workers as per contractual or policy requirements Provide accurate information to Support Workers regarding their roster Responsible for timely performance appraisals of Support Workers as per company policy Responsible for actively managing Support Workers through effective communication processes Manage staff performance and productivity in conjunction with the Service/Branch Manager To work in partnership with Manager and Resource/Service Coordinators providing assistance in the coordination of Support Workers through efficient roster practices Maintain positive working environment in the office Service Planning Undertake client service planning and review as per company policies and or contractual requirements. Ensure accurate and timely reviews of clients service plans through face to face visits or telephone reviews. Liaise effectively with other members of the community care or primary healthcare team with respect to service plan delivery and client needs. Ensure relationships are maintained though effective communication with other NGO providers involved in clients overall care. Undertake goal setting and facilitation with the client during the service planning process or as per contractual requirement. Review clients goals as per service plan or contractual requirements and record effectively within the client management system. Assess the needs of ACC and/or insurance company claimants when required, under the terms of any contract entered into by HealthCare NZ. Attend case conferences or planning meetings as required. 3

4 Customer Service Responsible for the management of reportable events affecting clients and Support Workers. Responsible for the quality of service delivery to clients. Responsible for the development, implementation and monitoring of service delivery to clients. Provide culturally appropriate support to both clients and Support Workers. Responsible for the review of clients service plans as determined by client need or per Healthcare New Zealand s policies and contractual obligations, these may be telephone or face-to-face Administrative Maintain accurate records for support workers and assist with clients files as required Supply necessary information to the after hours service and provide support as required Initiate, learn and use new systems when required for continuous service improvement Provide relevant reports and other documentation to management, as may be required from time to time in respect of the Service Coordinator s area of responsibility All communications with Support Workers including meetings and reviews are documented accurately in the client management system Quality Engage in any quality initiatives within the Community Services Division Be responsible for the management of reportable events in conjunction with the Manager as per company policy Client reviews and Support Worker appraisals are completed in a timely manner within agreed contractual requirements and Company Policy Health and Safety Become familiar with all policies and procedures as they affect their working environment; Ensure that safe working procedures are practiced and no one is endangered through their actions or inactions; Report all incidents including near misses, and unidentified hazards as required; Actively participate in the Company s Health and Safety programmes. 4

5 COMPETENCIES: Leadership Competency Group Business and Service Enabler Coaching - Providing timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem. Focusing on the people we work with Delegating Responsibility - Allocating decision-making authority and/or task responsibility to appropriate others to maximize the organisation s and individuals effectiveness. Developing Others - Planning and supporting the development of individuals skills and abilities so that they can develop and/or enrich their capability in their current or future job/role. Selecting Talent - Evaluating and selecting internal and external talent to ensure the best match between the individual and the organisation s requirements. Enabling Change - Encouraging others to understand the need for change; facilitating the implementation and acceptance of change within the workplace. Executing the strategy Taking Action - Setting high goals for personal and team accomplishment; measuring and monitoring team progress towards goals; tenaciously working to meet or exceed team goals while deriving satisfaction from that achievement and continuous improvement. Understanding the environment Building Client Loyalty - Effectively meeting client needs; building productive client relationships; taking responsibility for client satisfaction and loyalty. Problem Solving - Identifying problems or opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences. 5

6 PERSON SPECIFICATION: Essential skills, knowledge and experience Strong customer focus and a commitment to high quality services. Willingness and ability to participate effectively and creatively both as a team member and autonomously. Commitment to building and maintaining exceptional relationships with both internal and external customers. A current driver s licence. The ability to plan and organise effectively, particularly under pressure. The ability to establish priorities and meet deadlines. Competent computer skills and information systems, word processing and data base. Self-motivation, innovation, flexibility and enthusiasm. Sound judgement. Desirable skills, knowledge and experience Experience and knowledge of the health and home support industry. 6