Supervisor Department Client Services

Transcription

1 Clinical Supervisor Position Level Supervisor Department Client Services Location Adelaide Direct/Indirect Reports Clinical Team Leaders Reports to GM Client Services Date Revised September 2018 Position Level Descriptor A Supervisor/Team Leader is a frontline supervisor who has a team reporting to them. They monitor team performance on a day to day basis and allocate workload to deliver given KPI s. They report directly to a manager on individual and team performance, expectations and requirements and also provide support and coaching to the team. Position Summary The role of the Clinical Supervisor is to supervise the clinical team operations, financial performance, systems, policies, procedures and practices to drive efficient and effective operations and achieve client outcomes and compliance. The role is responsible for contributing to operations that ensure a sustainable value-for-money service model that supports client needs within GDF policy. This includes identifying, administering, and monitoring fee income streams in accordance with relevant service contracts and industry fee frameworks (ie. NDIS, MAC, private FFS). The Clinical Supervisor collaborates with all GDSA/NT teams to achieve client outcomes and enhanced business processes and performance, and in consultation with the GM Client Services supports government, NGO, key stakeholder, and referral pathway relations. Position Responsibilities Leadership & Operational Team Supervision Lead and model values of the organisation Supervise and develop Client Services teams Set mutually agreed clear, measurable individual objectives with direct reports. Supervise and lead internal team collaboration and communication, including team meeting forums Coach and support staff development in collaboration with the with the Clinical Educator and GM Client Services Seek learning opportunities and develop and maintain own professional development portfolio of learning and experience. Strategic & Project Framework In consultation with Project Office engage in strategic and/or operational projects as project manager, team member and/or consulted stakeholder as required Page 1 of 6

2 Business Performance & Daily Operations Monitor external environment and advise GM Client Services of emerging issues, risks and opportunities (ie. industry reform platforms, quality and safeguards, accessibility, etc.) Manage clinical triaging (risk assessment) and wait lists Manage and administer clinical staff scheduling & rostering & workforce planning Manage and monitor clinical work effort and efficiency Supervise clinical operations and clinical teams to achieve client outcomes, clinical practice and compliance Manage client relations and client complaints Administer and monitor business performance KPI/KRA s that support and drive client outcomes and staff performance Administer, report and monitor clinical and operational data, client records and service delivery information (data integrity) Support and undertake evidence-based decision making Supervise clinical operations, financial performance, systems, policies, procedures and practices that drive efficient and effective clinical operations and achieve client outcomes Supervise and administer the identification, assessment and implementation of viable OFI s that drive continual improvement within service delivery and achieve improved client outcomes and staff development Supervise and administer operations with appropriate resources and infrastructure - staffing (including workforce plans), training & development, functional facilities and tools of trade (including ICT platforms) Supervise financial performance to achieve business success: assist the GM Client Services in the development of budgets & forecasts, monitor regularly actual performance to budgets and support value-for-money services Collaborate with all GDSANT teams to achieve client outcomes and enhanced business processes & performance Clinical Governance, Standards & Compliance Supervise, administer and regularly review clinical practice and service delivery standards of clinical teams In consultation with the GM Client Services develop and adopt best practice standards within a value for money model Supervise, administer and monitor clinical teams client services operations compliance to external and internal service standards, policies, procedures, contractual requirements, industry standards & regulations/legislation and accreditation requirements Supervise, administer and monitor clinical teams operational and clinical practice risks and audit requirements Supervise, administer and monitor clinical teams client and operational critical incidents and solution implementation (including WHS) Supervise, administer and monitor clinical teams client records management integrity (accuracy, completeness & timeliness) and compliance to internal and external standards Government, Non-Government & Key Stakeholder Relations In consultation with the GM Client Services support government, NGO, key stakeholder, referral pathway relations Support collaboration between external stakeholders and client services teams to drive business success Page 2 of 6

3 Supervise client services teams to administer service contractual requirements into operations, including service deliverables and compliance Government Funding and Other Income Streams Supervise, administer and monitor clinical teams contract performance and service standard compliance, including industry standards/regulatory frameworks Educate and inform clinical teams of service contracts/mou s/ffs arrangements and ensure compliance Supervise operations that ensure a sustainable value-for-money service model that support client needs and within GDF policy Identify, administer, comply and monitor fee income streams in accordance with relevant service contracts and industry fee frameworks (ie. NDIS, MAC, private FFS) Lead and administer all on-line portals linked to relevant funding streams In consultation with the Clinical Educator and GM Client Services develop and support research & development partnerships and opportunities to drive innovation and service enhancements to maximise client outcomes Delegation of Authority Within budget per area of speciality client services incidentals budget Staff leave management Staff Professional Development No responsibility for staffing costs ie. FTE and/or employee benefits/tool of trade No capital expenditure authority WHS As a management representative of GDSA/NT, you shall take reasonable steps to: Implement and comply with GDSA/NT s health and safety requirements; Request the allocation of resources to ensure the provision and maintenance of a safe work environment; Facilitate risk assessment activities as required; Undertake routine monitoring and evaluation activities to ensure the effective implementation of GDSA/NT s health and safety management systems; Ensure all health and safety hazards, near misses and incidents are reported and investigated in a timely manner and within relevant timeframes; All corrective / preventative actions are recorded, actioned, verified and closed out in a timely manner; All workers within your management and control are trained and competent to perform their tasks in a safe and productive manner, and; Demonstrate visible leadership in fostering a positive, proactive work culture, particularly in relation to health and safety management. Other Responsibilities As directed by CEO/Board/Executive/Responsible Manager Work within ISO: 9001 Quality Guidelines and Guide Dogs SA/NT Risk Management Framework. Page 3 of 6

4 Position Selection Criteria Technical Competencies Demonstrated leadership and supervisory experience Demonstrated high level administrative and organisational skills Proficiency in the use of customer data management systems, funding portals, corporate document storage and quality systems, and Microsoft Office applications Highly developed analytical capability and report writing skills Highly developed written and verbal communication, analytical and interpersonal skills Knowledge of the National Disability Insurance Scheme, My Aged Care is highly desirable General Competencies Demonstrated experience in the provision of exceptional customer service and a commitment to person-centred practices Knowledge of the impact of disability and/or ageing on a person s independence and wellbeing is desirable The ability to develop and foster strong, respectful relationships with a variety of individuals Qualifications/Licences Relevant tertiary qualifications in business administration, disability, health, community services, or a related discipline (or currently completing) strongly preferred Current State and Federal police clearances Unencumbered SA Drivers Licence or equivalent Core Leadership/Behavioural Capabilities Strategic Direction: Generates and considers options for actions to achieve long-term organisational goals including cost; benefits; risks; timing; buy-in; legal and ethical constraints. Change: Responds positively and effectively to change and encourages and supports others to respond positively to change and the future directions of the organisation. Assist self and others to overcome resistance to change. Commercial Awareness: Demonstrates a range of capabilities appropriate to the position, in areas such as commercial awareness, financial competence and business performance reporting to ensure sound decision making. Customer Service: Builds effective relationships with a range of key stakeholders and works successfully with diverse groups. Team Participation: Collaboratively works with team members to encourage, support and motivate team performance and looks for opportunities to reinforce, reward and celebrate achievements. Positive Disposition: Models professionalism, adopts high ethical and professional standards, commands attention and respect, and instils confidence needed to succeed; builds trust among team members. Self-Awareness: Understands own strengths and weaknesses as well as impact on others; is open to feedback from others. Personal Well-Being: Exhibits a personal energy to achieve success, balances work priorities with personal life so that neither is neglected; maintains healthy lifestyle. Page 4 of 6

5 General Conditions All Guide Dogs staff and volunteers are required to: Act at all times in accordance with the Code of Conduct Comply with the Work Health and Safety management system Undertake a police check prior to commencement and every 3 years thereafter Support a child safe organisation by undertaking screening for suitability to work with children, youth and vulnerable people and to comply with relevant state/territory legislative requirements, where required Adhere to the Values of Guide Dogs Association of SA/NT Inc. which are converted into the below behaviours and assessed on an ongoing informal basis, and formally through the Professional Development Plan process. Guide Dogs SA/NT is a smoke free workplace. This includes buildings, vehicles and events. Accepted by Employee: / / Signature Print Name Approved by Manager / / Signature Page 5 of 6

6 Guide Dogs Association of SA/NT Inc. - Values Achievement l Delivering outcomes Delivering our services to the highest possible standard Delivering results that have value for customers Delivering on time as promised Recognising and celebrating achievements Holding ourselves accountable. Collaboration l Actively engaging with others Working together to achieve our goals Working in partnership with other teams Seeking the input of others in matters that impact them Sharing our expertise and knowledge freely Actively listening to others. Integrity l Ethical, honest and respectful Respecting the uniqueness of individuals Transparent in our communication Acting in the best interests of customers Doing what we say we will do Non-judgemental in our dealings with others. Fun l Playing our part in making this an energetic, enjoyable place for ourselves and others Showing enthusiasm for what we do Balancing life and work Contributing to a vibrant working environment Supporting and encouraging one another Creating opportunities for celebration and camaraderie. Innovation l Forward thinking Open to new ideas Solutions-focused Taking responsibility for developing ourselves Proactively seeking new ways to create value for customers and the organisation Continually looking for ways to improve our services. Page 6 of 6