Service Delivery Manager Auckland Regional Dental Service Position Description

Transcription

1 Date: March 2018 Job Title : Service Delivery Manager Department : (ARDS) Location : Waitakere Hospital, however some travel across metropolitan Auckland is required Reporting To : Operations Manager, ARDS Direct Reports : nil Functional Relationships with : Internal Child, Women and Family Management Team Corporate Services Heads of Division Allied Health Clinical and non-clinical staff Quality team Human Resources Health Information Group Planning, Funding and Outcomes team Our Purpose, Values and Standards External Patients and Visitors to Waitemata DHB sites Health Alliance (Payroll, IS & Procurement) Other DHBs External contractors and suppliers Unions At the heart of Waitemata DHB is our promise of better care for everyone. This promise statement is the articulation of our three-fold purpose to: 1. promote wellness, 2. prevent, cure and ameliorate ill health and 3. relieve the suffering of those entrusted to our care. At the heart of our values is the need for all of us to reflect on the intrinsic dignity of every single person that enters our care. It is a privilege to be able to care for patients, whānau and our community, a privilege that is sometimes overlooked in our day to day work. Our standards and behaviours serve as a reminder to us all about how we are with our patients and with each other. Waitemata District Health Board Service Delivery Manager, ARDS Page 1

2 Purpose of the role : To develop and co-ordinate standardised processes and systems that ensure the clinical teams consistently deliver high quality, accessible and effective oral health care for children. Key Expectations : To ensure the consistent achievement of productivity and chair utilisation expectations in partnership with the operations manager and team leaders To ensure the achievement of contracted enrolment volumes. To develop and maintain standardised booking and scheduling processes across the service that meet the needs of children and their families. Waitemata District Health Board Service Delivery Manager, ARDS Page 2

3 KEY TASKS EXPECTED OUTCOMES Service Delivery and Planning Develops, implements and oversees systems to ensure productivity, chair utilisation and enrolment expectations are met and maintained Effectively communicates and role models the DHB purpose and values Works collaboratively with team leaders to ensure systems are in place to minimise arrears Develops and implements standardised booking and scheduling processes across the service Ensures booking practices meet the needs of children and their families Provides weekly reports to operations manager on arrears, chair utilisation and enrolment performance. Develops and implements strategies to address variances. Provides oversight of Saturday and twilight clinic performance and makes recommendations about future service delivery. Maintains a chair management plan and supports team leaders to implement robust rostering practices. Provides expert advice and support to the operations manager, including operational and policy requirements to ensure effective service delivery. Ensure that the priority areas for further clinics are identified and planned Continuous Improvement and Quality Management Leadership and team management Demonstrate a commitment to continuous improvement and utilise quality improvement resources Complaints are responded to, trends are noted and appropriate corrective actions taken Develop and implement policies and guidelines to support consistency in service delivery Ensure services are accessible to children in a fair and equitable way to ensure the best quality of care Work proactively with the ARDS leadership team to introduce and evaluate patient improvement initiatives Lead service delivery improvements to enhance service capacity, manage demand and ensure the provision of accessible oral health services Provide leadership to ARDS team Performance management systems within the service, including performance management of direct reports, are maintained Lead by example by living and demonstrating the Waitemata DHB values and by having open, honest and respectful discussions Performance planning and coaching of staff and appraisals are completed at least annually, as in accordance with Waitemata DHB policy Waitemata District Health Board Service Delivery Manager, ARDS Page 3

4 KEY TASKS EXPECTED OUTCOMES Lead and develop competent, motivated and well trained staff who are focused on providing the best Staff are developed, skills maintained and updated to the required standard including induction, on-going skill development and evaluation of performance Maintain and operate a yearly leave roster to ensure appropriate levels of leave are taken in a timely manner and not accumulated more than the allowance provided Undertake other tasks as reasonably requested by the Operations Manager. Financial management Manages staff and consumable costs within annual budget allocation Maintains a monthly staff vacancy spread sheet to assist with FTE planning within own area and across the service Identifies opportunities for savings/efficient use of resources Plans and manages people, systems, processes and resources to ensure that the service and patient needs are met within allocated resources in an efficient and effective manner Reviews expenditure each month. Reports and explains monthly variance and trends. Takes appropriate action in response Waitemata DHB delegated authority is provided in absence of the manager Interpersonal Skills Collaborates and promotes positive relationships with colleagues and members of the team Promotes excellent interpersonal skills and relationships Conflict is managed constructively and issues are resolved Maintains active communication within the team Role models effective communication when establishing, maintaining and concluding relationships with patients, family/whanau and staff Uses communication, change management and leadership skills to create strong morale Communicates to a wide range of people using reports, meetings and forums. Demonstrates a non-confrontational approach and an ability to communicate openly so that issues can be addressed Statutory & Treaty of Waitangi obligations To recognise individual responsibility for workplace Health & Safety under the Health Ensures the professional and political integrity of WDHB by carrying out all functions in compliance of the Treaty of Waitangi and by demonstrating a serious commitment to keeping the treaty alive. Shows sensitivity to cultural complexity in the workforce and patient population Support WDHB H&S Culture by: Following, implementing & ensuring compliance of all H&S policies & processes Waitemata District Health Board Service Delivery Manager, ARDS Page 4

5 KEY TASKS & Safety Act 1992 & Amendments 2002 EXPECTED OUTCOMES Planning, organising & managing H&S activities directed at preventing harm & promoting wellbeing in the workplace Ensuring a safe working environment & safe working practices through the Safe Way of Working H&S system Waitemata District Health Board Service Delivery Manager, ARDS Page 5

6 PERSON SPECIFICATION POSITION TITLE: Service Delivery Manager, ARDS Qualification Minimum Healthcare and/or management qualification or comparative relevant experience. Preferred Degree or post graduate tertiary education in health, healthcare management or other relevant qualification. Experience Experience in healthcare sector within a team leader role Demonstrated leadership experience Demonstrated experience in change management or process implementation Demonstrated experience in delivering services in accordance with the stated performance objectives of an organisation Demonstrated ability to develop and implement improvement plans Experience in rostering and production planning Personal Attributes Ability to build strong relationships with all stakeholders and engender trust Team management skills within diverse teams Facilitation and negotiation skills Ability to interpret and evaluate diverse and complex information. Ability to support the development of a continuous quality improvement culture in the clinical area Capacity to work with stakeholders, including patients, families, staff and the community to ensure the continued delivery of safe and high quality services Ability to write reports, business cases and other written communication as required Actively participates within a team environment Demonstrates a confident collaborative approach Positive manner and able to influence without conflict Able to lead, manage and handle stress effectively in self and others Computer literate Waitemata District Health Board Service Delivery Manager, ARDS Page 6