Position Description Regional Manager. Catholic Community Services

Transcription

1 Position Description Regional Manager Catholic Community Services Job Number (CCS to determine unique number) Position Title Regional Manager Nepean, Western Sydney, South West Sydney Location/Facility Within region Division Catholic Community Services Reporting to Operations Manager Classification Catholic Healthcare Common Law Contract Organisation and Position Objective Catholic Community Services delivers high quality person-centred care that is consistent with the priorities outlined in our Strategic Plan. These priorities are: Our Mission; Client focus and client choice; People - support and resourcing; Systems and sustainable services; Integrity of our Brand; Quality framework and business excellence; Research and innovation. Catholic Community Services is underpinned by the Catholic ethos and infused by its values. We deliver culturally appropriate community aged care, primarily homecare packages. This position is for an experienced manager who will be responsible for the overall leadership, growth and management of all services in the Nepean, Western Sydney and South West Sydney. The Regional Manager will focus on building strong collaborative relationships with external organisations, developing mutually beneficial partnerships, creating a culture of customer service, and will drive service growth and development. A Regional Manager will have strong leadership and people management skills to deliver high quality needs-led services through a cohesive and collaborative team approach, and they will have qualifications and experience relevant to this senior role such as; A degree in Allied Health, Nursing, Social Science, or other relevant field Extensive experience in management and 1

2 Post graduate management qualifications, or the completion of management training, or short, relevant courses The role of the Regional Manager is to ensure, through appropriate and regular supervision of staff reporting to them and through engagement with other stakeholders, that; The standard of client care aligns with CCS principles of client choice and flexibility of service delivery. All service provision reflects the requirements of the program contract with government and/or the individual client, including specific requirements such as activity targets, reporting and quality standards. Opportunities for business development and growth are sought out and optimised. All staff have an understanding of, and deliver services in accordance with, internal policies and procedures. All staff have a thorough understanding of compliance in all areas of service delivery and that all operations are compliant with required legislation, standards, accreditations, and contractual funding obligations. Business and financial KPIs are achieved; including the promotion and delivery of a Fee for Service model. A culture of continuous personal and professional development is built within the staff team. Key Competencies 1. Demonstrated leadership in the management of resources across multiple programs or regions. 2. Knowledge of and demonstrated experience in community aged care. 3. Evidence of leading improvements and achieving positive outcomes in customer service and service delivery. 4. Recent stakeholder engagement experience and evidence of the ability to develop and maintain relationships with key stakeholders and build strong networks in local communities. 5. Demonstrated capacity for managing cost centre and client budgets. 6. Strong business acumen, including developing and implementing strategies for improved revenue and EBITDA generation. 7. Demonstrated staff management experience including recruitment, supervision and the development of individual key performance indicators. 8. Excellent written and oral communication and interpersonal skills. 9. Willingness to travel within the designated regions to build strong local teams, engage with local communities and understand local needs. 10. A registered and insured motor vehicle suitable for business use and a current unrestricted Class C NSW Drivers Licence. 1. Mission 1.1 Uphold, abide by and behave in accordance with Catholic Healthcare (CHL) and Catholic Community Services (CCS) Vision, Mission and Values. 2

3 1.2 Have knowledge of CHL and CCS Strategic and Business Objectives and the relevance of these to the program/s being managed. 1.3 Ensure a collaborative and proactive approach to the use of Volunteer and Pastoral Care Services. 1.4 Ensure the needs of religious are appropriately met through engagement with the CCS Clergy and Congregational Care service as required. 2. Client focus, client choice 2.1 Practices and processes adhere to CCS Principles and Philosophy of care and all service approaches are person-centred and promote client decision-making and choice. 2.2 Ensure that the service is engaged within the community in which it operates and that it responds to the needs of the individuals within that community. Service planning is locally focused and based on the community demographics and local characteristics. 2.3 Implement initiatives to ensure that CCS has appropriate strategies and responds to the requirements of special needs groups. 2.4 Ensure client assessments and review procedures are established and implemented across all relevant programs. The development and review of goal s and care plans are scheduled in Procura and are reported on in accordance with program guidelines. 2.5 Ensure that client independence, advocacy and enablement is supported, fostered and encouraged, and ensure reports develop, evaluate and revise client care and support plans to ensure independence and re-enablement is supported. 2.6 Ensure CDC budgets are effectively managed. 2.7 Ensure feedback is regularly obtained via direct contact with clients/carers and families, as well as other activities such as satisfaction surveys. Feedback is proactively addressed and corrective action implemented to prevent recurrence of identified concerns or problems. 2.8 Ensure staff work cooperatively and in partnership with a range of health and community service providers and specialists, adopting a multi-disciplinary approach to service delivery. 2.9 Ensure all staff actively engage in a positive collaborative manner with other CCS team members such as Community Workers, Roster Staff, Billing and Compliance Staff and Customer Support Officers to achieve optimal and responsive outcomes for clients. 3 People, support and resourcing 3.1 Ensure all workforce performance reflects policy guidelines and is clearly articulated to staff. 3

4 3.2 Complete all work in a timely and professional manner, reporting activity and results monthly, or more frequently as required, to Operations Manager. 3.3 Supervise reports by establishing and documenting annual key performance indicators such as occupancy, output targets and client reviews, ensuring KPIs are monitored at appropriate intervals depending on importance, e.g. daily, weekly or monthly. 3.4 Take early corrective action to address under-performance by discussing and documenting the issues and implementing strategies such as mentoring and education. Initiate performance management processes, as required, in line with policy and in consultation with Operations Manager and Human Resources. 3.5 Complete own Performance Development Review with the Operations Manager and also with all line-managed staff in accordance with guidelines and within the agreed timeline. 3.6 Proactively promote a culture of staff recognition using CCS awards and other measures. 3.7 Ensure an appropriate understanding of CHL/CCS policies and effectively implement and train line-managed staff in all appropriate CHL/CCS policies. 3.8 Ensure staff members abide by the CHL Code of Conduct and address all incidents of breach of conduct. 3.9 Measure and monitor line-managed staff adherence to established routines, process and procedures and up-skill staff, as required Encourage line-managed staff to proactively resolve issues and/or provide possible solutions as issues are discussed at meetings to promote a culture of continuous improvement Assist in leading learning and development strategies for the region as part of the regional services annual requirements. Ensure your staff attend relevant learning and development Supervision and monitoring of staff ensures compliance to CCS policy and procedure, program guidelines, regulatory and legislative requirements Manage resources allocation and prioritisation of significant changes to CCS requirements Identify and take responsibility for own and staff learning needs and regularly utilise the CCS Learning and Development Strategy for self and staff Effectively respond to and manage any additional supervisory responsibilities that impact business programs, procedures and practices. 4. Systems and sustainable services 4.1 Manage critical local provider relationships of strategic importance to CCS and take responsibility for Procurement/Vendor Management; i.e. managing the purchase and performance of external brokerage. 4

5 4.2 Conduct complex negotiations at senior management level in respect of key financial business and service matters. Ensure negotiation of outcomes is consistent with long-term CCS objectives. 4.3 Act in accordance with the Catholic Healthcare Delegation Manual. 4.4 Act autonomously in respect of negotiations and outcomes consistent with CCS financial and business objectives. 4.5 Ensure line-managed staff are able to demonstrate competence in business processes aligned to their role, documenting local business processes to ensure a common understanding and compliance with agreed state-wide business processes, monitoring deviation from the agreed processes, and retraining coordinators in the process, as required. 4.6 Work under the direction of the Operations Manager in the annual development of program budgets. Monitor expenditure in line with the agreed budget, adjusting expenditure in accordance with available revenue. Ensure revenue is maximised by achieving output and occupancy targets. Provide input to the Operations Manager through monthly Variance Reporting. 4.7 Conduct financial audits to identify variance to target, or expected outcome for programs managed, and use audit results to inform line-managed staff of areas for improvement and maintain system management processes. 4.8 Monitor and analyse financial data as per schedule. Report on outcomes and actions appropriately in liaison with direct line-managed staff and Operations Manager. 4.9 Ensure the preparation of budgets for recommendation. Ensure effective information flows across the services/programs. Advise Operations Manager across the portfolio of services/programs on the preparation and use of budget and other reports Support the CCS tendering process by contributing information and case studies as requested. Prepare strategically critical tender resources/material for submissions. Present CCS interests in complex environments of critical strategic importance Ensure Procura and other documentation and systems are utilised to review efficiencies across CCS programs. Conduct desk-top audits and run reports from Procura to monitor program performance. Ensure all line-managed staff are competent in the use of Procura Contribute to business/operational reviews to identify opportunities for improvement Assist in the prevention of unsafe situations within level of authority and ensure an injury free and accident free work environment. Work proactively to assist an early return to work and working within suitable duties for staff on workers compensation Proactively manage and monitor resources to eliminate inefficiencies across work practices Regularly conduct audits relevant to CQI management framework. 5

6 5. Our brand, our profile 5.1 Proactively initiate and/or increase CCS marketing and branding for divisional or program profiles. Ensure marketing schedules and events are provided to staff. Use multimedia approach to increase positive promotion of CCS services. Build on established networks both internally and externally. 5.2 Undertake networking with stakeholders and represent CCS at sector forums and meetings. 5.3 Ensure all program marketing material is consistent with brand guidelines. 6. Quality framework, business excellence 6.1 Ensure that the CCS Quality principles and continuous improvement activities are in place as outlined in the CCS quality framework. 6.2 Ensure cost benefit evaluation/analysis and recommend solutions that are consistent with policies and strategic CCS direction. Advise on review programs /project feasibility. Identify and recommend solutions to significant CCS challenges. Consult on the management of all phases of requests for major programs /projects. 6.3 Establish best practice forums and consultation processes throughout the business through activities such as the coordination working parties and input from subject matter experts to assist in ensuring continuous improvement locally and across the organisation. 6.4 Risk is managed and monitored across the business. Compliance is maintained to Catholic Healthcare and CCS policies and procedures. The analysis, controls and outcomes of identified risks are communicated, documented and reported within the CCS identified systems. 6.5 Data, documents and records are managed to ensure compliance to policies and procedures ensuring that legislation is met and security of information is maintained. 6.6 Ensure effective management of incidents and complaints through use of CCS systems, clear reporting, comprehensive investigations, procedural fairness and transparency to ensure that fair outcomes are achieved and continuous improvement is ongoing. 6.7 Proactively measure performance through the use of activities such as internal audits, stakeholder feedback, and collection and use statistical data. Review and recommend action based on divisional/program statistical data. Liaise with relevant service personnel on results and improvement strategies. 6.8 Ensure the CCS Audit Program is effectively implemented and monitored. Advise senior management of the results of audits/investigations and organisation implications. 6

7 6.9 Ensure that satisfaction survey results are reviewed and individual client feedback is followed up in a timely manner. All required improvements are recorded in the Continuous Improvement Action Plan and all action is implemented to ensure identified outcomes Continuous Quality Improvement action plans are developed and maintained. Action plans demonstrate corrective action and continuous improvement that impacts on client/stakeholder outcomes, and optimisation of CCS processes and systems Establish and build relationships with stakeholders e.g. other agencies, funding bodies Demonstrate and ensure practice meets industry standards, review, verification and accreditation processes, ensuring that services can demonstrate that minimum industry standards are met at all times Ensure services responsible for meeting Home Care standards achieve a met for all 18 expected outcomes. Services that are required to meet Disability Service Standards must be successfully verified by a third party Business processes reviewed to ensure consistency across programs and CCS policy. This includes dissemination of information to all stakeholders regarding changes to IT, Procura, Policy, HR, WHS processes and management systems. 7. Research and innovation 7.1 Initiate research and innovation in line with divisional and/or program requirements to build CCS profile. 7.2 Provide change management leadership and support. Model positive and proactive approach in change and innovation within the program/s managed within CCS. 7.3 Manage major/strategic projects, or multiple smaller projects. Set objectives and develop budget, plan schedule for project delivery. Ensure projects meet target delivery agreements. Monitor progress against plans and take corrective action. Undertake strategic projects. Other Requirements All CCS employees have a responsibility to behave in a manner which is a credit to CCS and which ensures that their actions do not adversely affect the health, safety and wellbeing of themselves and others, including team members, other staff, clients, visitors, volunteers and contractors and the public. Prior to appointment, applicants must have a Police Records Check and receive a clearance authorisation and Australian work entitlement check if appropriate. Undertake other reasonable duties as requested by your manager from time to time and/or undertake additional administrative tasks. Any appointee will be subject to a probationary period. Decision Making Authority/Accountability Financial: As per Delegation Manual Assets: Company Mobile Phone and tablet device HR Management: Staff supervision 7

8 Key Stakeholders Clients and Families/Carers Community Workers and Senior Community Workers Coordinators/Care Advisors/Senior Coordinators Roster Team, Customer Service Centre/ Community Support Officers Consultants/Agencies Government Agencies Community Services Staff Brokerage Agencies Signoff I have read and understand the duties and job requirements of this position Name.. Signature Date. Appendix OUR MISSION In keeping with Catholic Healthcare s mission, we in Catholic Community Services, strengthen lives and create inclusive communities in NSW, SEQ and the ACT through our network of quality services. VISION Creating a sustainable and vibrant ministry of care. VALUES Compassion: Nurturing the life of clients and all those who work with us. Respect: Recognising the rights of all persons and treating each person with dignity. Honesty: Clarity of purpose, truth and sincerity in our communications. Hospitality: Respecting and welcoming everyone who comes into our presence. Excellence: Leading the way in care and services. CATHOLIC HEALTHCARE POLICY It is a condition of employment with Catholic Healthcare that all staff is aware of, and abide by all organizational policies you can obtain copies of policies from your Manager or on the Catholic Healthcare Intranet site. Any breach of the Catholic Healthcare policies may result in the termination of employment. EQUAL EMPLOYMENT OPPORTUNITY RESPONSIBILITIES Catholic Healthcare is committed to the policy that discrimination, bullying or harassment in the workplace will not be tolerated. All staff has a responsibility to ensure that they do not act in any way that constitutes harassment, bullying or discrimination against other staff, and to help maintain a work environment free of harassment, bullying and discrimination. 8

9 WORK HEALTH AND SAFETY Catholic Health Care Services is committed to providing safe places of work for all employees. Catholic Healthcare strives to achieve this through the Catholic Healthcare Work Health, Safety and Injury Management system. This system is designed to ensure people at all levels within the organization recognize and commit to their safety responsibilities by signing their Work Health and Safety Responsibility & Accountability Statement on commencement. Maintaining a safe workplace is a key responsibility of your role with Catholic Healthcare. Your manager will discuss these things with you. Catholic Healthcare requires you to report all identified WH&S risks immediately to your manager. CHILD PROTECTION RESPONSIBILITIES Catholic Health Care Services is committed to the well-being and safety of children and young people. The organization recognizes the important responsibility all staff has in the care and protection of children who may be at risk of harm. Staff involved in the provision of health care to children is required to: Be familiar with and adhere to Legislation in relation to Child Protection and comply with NSW Health Policies and Procedures (including Frontline Procedures for the Protection of Children and Young People and current circulars) and organisational policies in relation to Child Protection. Attend training in Child Protection as required. 9