Operations Manager Whitiki Maurea Maori Mental Health and Addiction Service

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1 Date November 2017 Job Title Role Context Operations Manager/Kaiwhakahaere Hautu The DHB has three levels of Operations Managers. While the accountabilities are the same, the size of each service profile is different. The Operations Manager (Level 1) profile is outlined below and represents the minimum level of role complexity. Department Whitiki Maurea Maori Mental Health and Addictions Location All Specialist Mental Health and Addiction sites Reporting To Clinical/Management Partnership Expected Availability Direct Reports Indirect Reports FTE Budget Services Responsible For Specialties Responsible For Functional Relationships With General Manager, Specialist Mental Health and Addiction Service Director, Specialist Mental Health and Addiction Service Normal hours Monday to Friday. Plus, working on the Specialist Mental Health and Addiction Services Managers After Hour On-Call Roster Kaumatua Service Team Leaders Administrator Support Consumer Advisor / Kaimanaaki Whanau Clinical Nurse Lead million Maori Mental Health and Addiction Services Two Mental Health and Addiction Services Internal Provider Senior Management Team Chief Advisor Tikanga Te Taumata Kaumatua o Te Wai Awhina Kaumatua Operations Managers (Specialist Mental Health and Addiction Services and Hospital Provider Group) DoN, CMO,, Director of Allied Health Consumer Consultant and Advisors Mental Health and CADS Teams Finance Manager Waitemata District Health Board - Operations Manager Whitiki Maurea Nov 2017.docx Page 1

2 Heads of Division Nursing, Allied Health and Medical Allied Health Professional Leads Waitemata Planning and Funding Special Projects and Quality Lead Decision Support Human Resources Institute for Innovation and Improvement External Waitemata District Community Ministry of Health healthalliance (payroll and procurement) NORTH Primary Care Providers, NGOs and Community Agencies Unions Purpose of the role This role will provide leadership and management in partnership with the Service Clinical Director (SCD) of the designated operational service group. To effectively contribute as a member of the divisional management team across Waitemata DHB in line with the business plan and the DHBs strategic direction. The role will also have full operational responsibility for the effective delivery of designated services, achieved by working alongside Clinical and Cultural Leaders. To co-ordinate and manage the service activities to deliver high quality, cost effective care for patients and families/whanau. Waitemata District Health Board - Operations Manager Whitiki Maurea Nov 2017.docx Page 2

3 Our Purpose, Values and Standards Operations Manager At the heart of Waitemata DHB is our promise of best 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 - Operations Manager Whitiki Maurea Nov 2017.docx Page 3

4 KEY ACCOUNTABILITIES Clinical Partnership EXPECTED OUTCOMES Works in partnership with the Service Clinical Director to ensure the service meets the board priorities of better patient outcomes and experience. Promotes evidence based and culturally responsive practice and collaboration with other clinical and non-clinical services across the DHB. Engages other service leaders in budget and business plan development for the Service. In collaboration with the Service Clinical Director role models clinical partnership in decision making, service delivery and service development. Service Delivery Strategy and Service Level Planning Accountable for the day-to-day business and operations of the service to ensure that services are provided safely and efficiently. Develops and leads operational plans in line with the Strategic Plan for Specialist Mental Health and Addiction Services. Reports on key performance indicators via a monthly scorecard to the General Manager and Director Patient outcomes are evaluated and there is evidence of ongoing improvement. Services are provided in alignment with the Waitemata DHB promise, values and strategic direction. Access to services is managed in a fair and equitable manner to ensure the best quality of care for all patients. Maximises the effectiveness of the service by promoting evidence based practice, responsive patient focused care, streamlined and collaborative integration across Waitemata DHB provider services and primary and community networks. Accountable for safe staffing levels across the services in line with budget availability. Contributes to setting the strategic aims of Waitemata DHB and devolving these into service plans. Is responsible for achieving overall performance against service targets in partnership with the Service Clinical Director. Ensures that systems and processes support effective performance, including effective monitoring against targets to identify, mitigate and/or escalate actual or potential variances Develops workforce development plans in partnership with professional groups that meet service delivery needs. Lead the development of quality, business and operational plans which include consideration of workforce, equipment and capital planning. Waitemata District Health Board - Operations Manager Whitiki Maurea Nov 2017.docx Page 4

5 KEY ACCOUNTABILITIES Continuous Improvement, Risk Management and Quality Management Financial and Resource Management Leadership and Team Management EXPECTED OUTCOMES Key risks are reported, assessed and managed within the Waitemata DHB s risk management framework. Responsible for developing and implementing mitigation strategies and/or escalating risks escalated as necessary. Demonstrates and promotes a commitment to continuous improvement. Constructively challenges the decisions of colleagues in the best interests of patients and the organization using the organizations values as a framework. Complaints are responded to with any trends being noted and appropriate corrective actions taken. Works proactively with the Service and Quality team to introduce patient improvement initiatives. Creates an environment that improves health outcomes for all. Champions improvements in people s access to all services and service information. Develops and leads service delivery improvements to enhance WDHB capacity to provide accessible health services and to manage demand. Is responsible for complaints management within own service. Ensuring complaints are reviewed, investigated and responded to within required timeframes and mitigation plans are developed to respond to identified issues. Sentinel events are reviewed and action plans developed to mitigate identified trends and themes. Identifies and develops plans for service resource requirements to fulfill service delivery expectations and operating objects in preparation for service budget development. Achieves targets within agreed budget and escalates all variation with a plan to mitigate to the General Manager and Director. Analyses financial performance results and ensures remedial action is implemented to manage variances and risks. Ensures there is an equipment replacement plan in place and submit bids for capital funding as appropriate. Demonstrates leadership to all staff within the service in partnership with the Service Clinical Director while working closely with the Nursing Head of Division. Ensures and monitors performance management systems are in place across the service/s. Develops and implements succession planning and effective retention strategies to ensure sustainable delivery of services and targets. Leads by example; living and demonstrating the Waitemata DHB Waitemata District Health Board - Operations Manager Whitiki Maurea Nov 2017.docx Page 5

6 KEY ACCOUNTABILITIES Collaboration Service Specific Accountabilities Statutory & Treaty of Waitangi obligations EXPECTED OUTCOMES values. Recruitment processes reflect best practice and Waitemata DHB policy and processes. In partnership with the Service Clinical Director and team develops and implements a service culture that is inclusive, collaborative and nurtures high performing staff focused on providing the best possible patient care. Is responsible for performance planning and coaching of staff and appraisals completed at least annually according to Waitemata DHB policy and in conjunction with the relevant General Manager and Director. Performance plans include personal development and training objectives. Leads or contributes to cross service collaborative activities including participation in organization wide projects and integrated work streams. Meets regularly with Divisional colleagues to promote integrated service planning and cross service support activities. Leads or contributes to regional projects or planning activities. Maintains broad operational knowledge of the wider service portfolio allowing for cross cover for other operational managers. Provides cover for absence of line manager. Provides full operational responsibility for the effective delivery of Kaupapa Māori values, concepts and practices, achieved alongside of the clinical and cultural leadership. Promotes evidence based and Tikanga (Māori values) practice and collaboration with other clinical and non-clinical services across the Waitemata DHB. Tangata whai i te ora outcomes are evaluated and there is evidence of ongoing improvement. Services are provided in alignment with the Waitemata DHB promise, values, strategic direction and the Māori Health Plan. Maximizes the effectiveness of the service by promoting evidence based practice, cultural responsiveness, streamlined and collaborative integration across Waitemata DHB provider services and primary and community networks. Service plans and operational activity are informed by Tikanga best practice guidelines and other evidence based Maori health models such as Whanau ora. Ensures the professional and political integrity of Waitemata DHB by carrying out all functions in compliance of the Treaty of Waitangi and by demonstrating a serious commitment to keeping the treaty alive. Waitemata District Health Board - Operations Manager Whitiki Maurea Nov 2017.docx Page 6

7 KEY ACCOUNTABILITIES To recognise individual responsibility for workplace Health & Safety under the Health and Safety at Work Act 2015 EXPECTED OUTCOMES Shows sensitivity to cultural complexity in the workforce and patient population Contribute to a safe and healthy workplace at Waitemata DHB by Following, implementing, monitoring and ensuring compliance with all Health and Safety policies and processes Timely escalation of issues to Risk Register as required Planning, organising and managing Health and Safety activities directed at preventing harm and promoting wellbeing in the workplace Ensuring a safe working environment and safe working practices through the Safe Way of Working Health and Safety system Early and accurate reporting of incidents at work and raising issues of concern when identified. Waitemata District Health Board - Operations Manager Whitiki Maurea Nov 2017.docx Page 7

8 PERSON SPECIFICATION Minimum Qualification Bachelor level degree in Health or Healthcare management. Preferred Post graduate in Health, Healthcare Management or other relevant Management (Business/Finance) qualification. Experience Up to 2 years experience in healthcare sector, including at least three years within a unit / operational management senior health professional role. Demonstrated leadership experience. Demonstrated experience in change management. An established understanding of health services delivery. Demonstrated experience and ability in service and operational planning. Demonstrated leadership experience in a clinical setting. Demonstrated ability to plan, secure and manage projects within budget and timeframe Active community involvement and leadership experience Skills/ Knowledge/ Behaviour Ability to build strong relationship with all stakeholders. Experience in financial analysis/budgeting skills within a medium/large organisation. Ability to interpret and evaluate diverse and complex information. Ability to analyse complex problems and provide a range of workable solutions. Demonstrates a flexible and resilient approach to managing work expectations and pressures. Ability to write formal papers, discussion documents and business cases for senior management and Board. Ability to support the development of a continuous quality improvement culture in the clinical areas. Computer literacy including Word and Excel. High level facilitation and negotiation skills. Ability to translate evidence into practice. Waitemata District Health Board - Operations Manager Whitiki Maurea Nov 2017.docx Page 8

9 Service Specific Knowledge Māori whakapapa Experience working in Māori Kaupapa health services Ability to understand and implement the essential Māori concepts of - Rangatiratanga - Manaakitanga - Hinengaro - Whanaungatanga - Te Tapa Wha or Te Wheke - Kotahitanga Sound experience in Māori Management models and Māori models of clinical care Sound understanding of the interface between Corporate Management and the Tīriti o Waitangi Cultural self-confidence and personal mana. Active involvement in the Māori community and leadership roles in Māori organisations. Fluency in Te Reo Maori preferable Waitemata District Health Board - Operations Manager Whitiki Maurea Nov 2017.docx Page 9

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