POSITION DESCRIPTION CUSTOMER RELATIONS OFFICER. Authorised by: CEO Authorised on: 8/11/2015 No of Pages: 8

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1 POSITION DESCRIPTION CUSTOMER RELATIONS OFFICER Authorised by: CEO Authorised on: 8/11/2015 No of Pages: 8 VISION: The Hardi Group of Aged Care Facilities vision, is to ensure we provide a service which makes a difference to the quality of life for our residents, and our staff are valued for their diverse contributions SCOPE: The Customer Relations Officer provides initial customer service and support to the Facility Management team ensuring that the day to day operations of the facility are managed effectively. That the delivery of the admission process and customer service is consistent with legislative requirements and contemporary in achieving best practice results whilst offering professional administrative services to residential care facility operations. The Customer Relations Officer directs & supervises all resident enquiries, admissions and lifestyle activities and pursues excellence in customer service, professional services and continuous improvement. REPORTS TO: Facility Manager KEY WORKING RELATIONSHIPS INTERNAL Chief Executive Officer, General Manager Finance & Operations, Group Manager ACFI, Group Manager Compliance & Quality, Group Manager Education, Manager Human Resources, Group Maintenance, Facility Maintenance Officer, Administration Assistants, Head Office Manager, Head Office Clerks, Facility Clerical, Facility Managers, Assistant Facility Managers, Clinical Managers, Registered Nurses, Endorsed Enrolled Nurses, Assistants in Nursing, Mobility Nurses (where applicable), Physiotherapist, DT & Lifestyle, Catering & Hospitality, Housekeeping & Laundry KEY WORKING RELATIONSHIPS EXTERNAL Hospitals, Residents and relatives, Social workers, Other Residential aged care facilities, Area Health Network, Tertiary institutions and professional education bodies, Australian Aged Care Quality Agency, Department of Social Services, Health Department(NSW), other health care agencies or service providers. ESSENTIAL CRITERIA: Australian Citizenship or Residency Current Police check no disclosable outcomes Strong communication skills both written and verbal Demonstrated excellent customer service skills Copyright Hardi Nursing Home Management Pty Ltd Created 18/10/2012 Page 1

2 Advanced skills in computers, mainly MS Word, MS Excel and MS Outlook Experience in providing after sales service DESIRABLE CRITERIA: Experience in Residential Aged Care Experience in using electronic care management systems Experience in early complaints resolution REQUIRED EXPERIENCE, KNOWLEDGE AND SKILLS: Experience: Knowledge: Skills: Knowledge aged care sector Understanding of the ageing process and caring for older people Understanding of the principles of continuous quality improvement Understanding of relevant Aged Care Accreditation Standards Effective communication and interpersonal skills Ability to work confidentially in a sensitive environment Effective team work skills Effective time management and organisational skills Ability to write, read and interpret workplace related documents Ability to assist in the planning, implementation and evaluation of leisure and lifestyle activities suitable for older people Computer literacy skills RESPONSIBLE FOR: In overseeing the Lifestyle department ensure that the objectives of the facility are completed in accordance with Hardi Aged Care s vision and philosophy. RESPONSIBLE FOR: The introduction and welcoming of new residents to the facility as well ongoing and continuous satisfaction regarding lifestyle activities, menu items and handling disputes. Ensuring the relevant services provided by the facility meets the needs and requirements of residents and their relatives. Ensuring effective communication with both residents and relatives regarding the delivery of services. The CRO is responsible for tours of the facility to prospective residents. The CRO is responsible to ensure rooms for tours are in a satisfactory condition for presentation. The CRO is at the forefront of customer service. He or she is one of the first personnel to greet residents/relatives as they arrive. The CRO provides residents/relatives with customer service that reflects the values of the organisation. The position ensures that residents/relatives needs and expectations are identified and addressed. The CRO gives each resident/relative personal recognition and warm salutation. The CRO reviews the arrival list daily and assists in preparing and distributing welcome amenities to the resident s room and checks the room before their arrival. The CRO attends promptly to resident inquiries and assists them with their needs. The CRO follows up by visiting the residents regularly through a planned programme of meetings. The CRO identifies the needs of a resident by talking, observation and completion of surveys. The CRO maintains a daily/weekly log of all activities/meetings and analyses statistics identifying key problems and success of activities/meetings. Copyright Hardi Nursing Home Management Pty Ltd Created 18/10/2012 Page 2

3 The CRO will convey to family members on a regular basis the status of their loved one. The CRO will ensure that all questionnaires are completed identifying likes and dislikes of each resident, which will be up loaded to the resident file on ManAd and the CRO will undertake in relation to activities, meals etc regular follow up to ensure that list is being adhered to. The CRO will monitor the monthly planner area in relation to lifestyle activities. The CRO is responsible for assessment of individual resident activity and lifestyle needs and the development of an activity program that meets the varied and diverse needs of all of the residents in the facility. Deliver the activities on a daily basis as set out in the monthly planner. Make recommendations and implement changes to the lifestyle program in conjunction with the Facility Management team. Maintain and ensure accountability of monthly lifestyle budget. Ensure resident / relative complaints are dealt with in a timely manner. Liaise with heads of department to ensure quality care is being delivered and maintained. Ongoing documentation in relation to lifestyle program within timelines for Hardi policy Documentation of observed behaviours for clinical records Coordinate documentation of attendance and evaluation of activities on daily basis as well as monthly evaluations Document meetings held with residents or lifestyle team members Develop and display lifestyle program and notices to advertise activities Coordinate communication with relevant staff in relation to the lifestyle program Obtain signed permissions for photos that may be used for Hardi promotional activities, or presentations at conferences Supervision of photos taken by lifestyle staff and distributing to relevant family members ACCOUNTABLE TO: Facility Manager HOURS OF WORK & OTHER CONDITIONS: As agreed and set out in the Employment Contract Part A - KEY ACCOUNTABILITIES: Hardi Aged Care acknowledges the contribution made by all staff in achieving Hardi Aged Care s goals in the delivery of quality care to residents. In order to meet your commitment to these goals you will be required to: 1.0 Work within the Vision and Philosophy of the Organisation 1.1 Work within the stated vision statement, philosophy and objectives of Hardi Aged Care. Observing the Hardi Aged Care Organisational Chart. 1.2 Promote and articulate the role and function of Hardi Aged Care with residents, relatives, other health workers and the wider community. 1.3 Acknowledge and maintain residents and workers rights, privacy and confidentiality in accordance with Hardi Aged Care s policy and protocols. 1.4 Work according to Hardi Aged Care s policy, protocols and procedures. 1.5 Identify and refer appropriately when Hardi Aged Care s policies, protocols and procedures require development or modification. 1.6 Contribute to continuous improvement and the achievement of the Accreditation Standards. 1.7 Act as a resource person for the interpretation of Hardi Aged Care vision and philosophy. 2.0 Administration 2.1 Observe Hardi Aged Care policies and procedures which relate to Administration services Copyright Hardi Nursing Home Management Pty Ltd Created 18/10/2012 Page 3

4 2.2 Provide timely reports to various reporting lines as required 2.3 Monitor documentation systems with daily vigilance to ensure accuracy and compliance to Hardi Aged care policies and procedures and Quality Accreditation Standards 2.4 Utilise the services of clerical personnel to support clinical administration activities; ensuring that workflow activities are measured and discussed to ensure a safe work environment is maintained 2.5 Assist clerical personnel to achieve deadlines set and agreed with internal and external stakeholders 2.6 Provide excellent customer service to all persons who contact Head Office at all times. Smile, be positive and have a committed Can do attitude to all customer requests 2.7 Customers to Head Office include residents, relatives, friends, executive & facility personnel, external contacts & contractors, service providers, industry and government contacts 2.8 Manage poor performance in this area promptly according to Hardi Aged Care Discipline policy 2.9 Be responsible to manage time management activities for self and others to ensure that deadlines are met as requested or required. 3.0 Human Resource Management 3.1 Observe Hardi Aged Care policies and procedures which relate to Human Resource Management. 3.2 Treat all staff with respect and dignity, offering clear verbal and written communication at all times. 3.3 Observe the Hardi Aged Care Enterprise Bargaining Agreement (EBA) terms and conditions and apply working knowledge on day to day basis with staff management. 4.0 Government Funding 4.1 Be familiar of current fees and charges applied to all resident accommodation types 4.2 Be prepared to field questions raised by potential or existing residents and or their representatives that relate to fees and charges 4.3 Be prepared to gather and collect information that directly answers the questions raised by potential or existing residents and or their representatives related to fees and charges 4.4 Acknowledge and welcome all external government agency visitors and direct their enquiries to the Facility Manager in a timely manner 5.0 Regulatory Compliance 5.1 Be aware of State, Commonwealth and other legislative requirements. 5.2 Forward all legislation and industry documentation to relevant personnel 6.0 Quality Management Systems and Continuous Improvement 6.1 Ensure compliance to the Aged Care Act and statutory industry laws at all times 6.2 Observe and actively participate in all Hardi Aged Care policies and procedures 6.3 Facilitate the approved feedback system to be available to all stakeholders including residents and relatives, workers and visitors 6.4 Be prepared to assist in the gathering of external complainant details and forward details to the General Manager Clinical Services or Group Manager Compliance in her absence 6.5 Treat complainants with dignity and respect. Be prepared to listen and ensure that the complainant feels they have expressed themselves without harassment or intimidation. Offer a timely referral to the General Manager Clinical Services or Group Manager Compliance in her absence Copyright Hardi Nursing Home Management Pty Ltd Created 18/10/2012 Page 4

5 7.0 Coordinate the Work Team 7.1 Work allocations and routines to be completed within designated timeframes 7.2 Work cooperatively as a team member and encourage others to do the same 7.3 Demonstrate flexibility in work practices in order to support colleagues and to meet the changing needs of the facility 7.4 Participate in the recruitment and selection of workers as required 7.5 Coordinate and facilitate the orientation of new staff prior to their commencement on duty to ensure that a seemless approach to resident care is met and recognised by residents and their representatives. This orientation process includes casual and agency relief staff. 7.6 Foster and maintain effective communication which facilitates information flow throughout the organisation 7.7 Coordinate appropriate staff coverage to facilitate the delivery of quality care services in a timely manner in a safe working environment 7.8 Monitor workers performance on an ongoing basis providing feedback and guidance as required. 7.9 Recognise and respond appropriately (after consultation with Facility Manager) to unprofessional and inappropriate conduct of workers and service providers Facilitate professional development of workers through appraisal and or performance counselling activities 8.0 Infection Control and Work Health and Safety Hardi Aged Care has an obligation under Work Health and Safety legislation to provide a safe and healthy environment for all workers and visitors. Equally each individual worker has an obligation under Work Health and Safety legislation to comply with employer WH&S emergency plans, policies and procedures, report hazards and incidents with corrective actions taken promptly 8.1 Observe and actively participate in Hardi Aged Care policies and procedures which relate to Infection Control and Work Health and Safety 8.2 Ensure staff practice reflects the Hardi Aged Care policies and procedures that are underpinned by State and Commonwealth legislation 8.3 Monitor the work practices of workers and service providers for compliance with Hardi Aged Care s work health and safety policies and protocols 8.4 Engage in positive dialogue with all staff when raising issues of concern or discrepancy related to infection control and work health and safety practice 8.5 Identify hazards in the work area, initiate management strategies within scope of role and report in accordance with Hardi Aged Care s policy and protocol 8.6 Be proactive in addressing hazard reports in a timely manner; paying attention to complete a hazard risk matrix and present findings to relevant departments or persons applicable 8.7 Monitor and investigate all incidents for residents, staff and others in a timely manner, completing necessary paperwork listing steps taken to investigate, with a full evaluation and outcome report for each incident report 8.8 Perform work activities and functions in a manner which promotes personal safety and risk management 8.9 Instigate corrective measures to address identified hazards and unsafe work practices within role responsibilities 8.10 Report & investigate all incidents utilising the appropriate incident reporting mechanisms 8.11 Follow organisational guidelines for safe manual handling 8.12 Select and use appropriate equipment according to Hardi Aged Care s policy and procedures Copyright Hardi Nursing Home Management Pty Ltd Created 18/10/2012 Page 5

6 9.0 Personal and Professional Development Part B- KEY PERFORMANCE INDICATORS (KPI s) 1.0 Completion of Resident and relative survey programs as determined by FMT & Executive 2.0 Feedback from residents and relatives that indicate a positive experience that are meeting the needs 3.0 Budget compliance 4.0 Excellent presentation of resident rooms at all times 5.0 Level of complaints vs compliments 6.0 Quality of lifestyle program and extent of changes 7.0 A monthly calendar of activities is implemented with a range of varying focuses that involve residents and their relatives, as well as local schools and other community groups. 8.0 Strategies are developed and actioned that increase the positive profile of the facility in the local community and word of mouth referrals. 9.0 Effective sales processes re implemented and evaluated 10.0 Appropriate resources are utilised effectively to meet necessary legislative and regulatory requirements Part C REMUNERATION & PERFORMANCE APPRAISAL 1.1 Remuneration payable will be in accordance with Hardi Aged Care enterprise bargain agreement (EBA) or as set out in the individual Employment Contract. 1.2 Frequency of performance appraisal will be as agreed in the individual employment agreement, initially feedback will be given on 3 months after employment, 6 months a formal performance appraisal will be given, then annually or as required thereafter. 1.3 KPI s will be measured and agreed on commencement of employment & thereafter at the designated performance appraisal review meetings I have read, understand and agree to the terms described in the above Position Description for Customer Relations Officer. I have retained a copy of the above Position Description for my own records. Name (BLOCK LETTERS) Signature Date: /../. Copyright Hardi Nursing Home Management Pty Ltd Created 18/10/2012 Page 6

7 PART D POSITION DEMANDS CHECKLIST The purpose of this checklist is to manage any risk/s associated with this position and guide training requirements and environmental /equipment adaptation that may be necessary for the occupant of this position. Frequency Code O = occasionally (activity exists up to 1/3 of the work time) F = frequently (activity exists between 1/3 and 2/3 of the work time) C = Constantly (activity exists more than 2/3 of the work time) R = Repetitively (activity exists repetitively within the work time) N/A = not applicable to this position Demands Kneeling/Squatting Description Physical Demands of the Position Tasks involve flexion/bending at the knees and ankle, possibly at the waist in order to work at low levels Leg/Foot Movement Tasks involve use of the leg and/or foot to operate machinery Hand/Arm Movement Bending/Twisting Standing Tasks involve use of hands/arms - eg, stacking, reaching, typing, mopping, sweeping, sorting and inspecting Tasks involve forward or backward bending or twisting at the waist Tasks involve standing in an upright position without moving about Driving Tasks involve operating any motor powered vehicle Sitting Reaching Tasks involve remaining in a seated position during task performance Tasks involve reaching overhead with arms raised above shoulder height or forward reaching with arms extended Walking/Running Tasks involve walking or running on even surfaces Climbing Working at heights Lifting/Carrying Tasks involve walking on uneven surfaces Tasks involve walking up steep slopes Tasks involve walking down steep slopes Tasks involve walking whilst pushing/pulling objects Tasks involve climbing up or down stairs, ladders, scaffolding, platforms, trees Tasks involve making use of ladders, foot stools, scaffolding, etc, anything where the person stands on an object other than the ground Tasks involve raising/lowering or moving objects from one level/position to another, usually holding an object within the hands/arms 1. Light lifting/carrying (0-9kg) Frequency O F C R N/A 2. Moderate lifting/carrying (10-15kg) 3. Heaving/lifting/carrying (16kg and above) Restraining Tasks involve restraining patients/clients/others Copyright Hardi Nursing Home Management Pty Ltd Created 18/10/2012 Page 7

8 Demands Pushing/Pulling Description Tasks involve pushing/pulling objects away from or towards the body, also includes striking or jerking Frequency O F C R N/A Grasping Tasks involve gripping, holding, clasping with fingers or hands Manual Dexterity Sight Hearing Smell Taste Touch Tasks involve fine finger movements - eg, keyboard operation, writing Sensory Demands of the Position Tasks involve use of eyes (sight) as an integral part of task performance - eg, looking at screen/keyboard in computer operation, working in dark environment Tasks involve working in a noisy area - eg, workshop and/or operation of noisy machinery/equipment Tasks involve the use of the smell senses as an integral part of the task performance - eg, working with chemicals Tasks involve use of taste as an integral part of task performance Tasks involve use of touch as an integral part of task performance Psychosocial Demands of the Position Tasks involve interacting with distressed people Tasks involve interacting with people with mental illness/disability/cognitive impairment Exposure to Chemical Hazards Dust Tasks involve working with dust - eg, sawdust Gases Tasks involve working with gases Fumes Liquids Hazardous Substances Lighting Tasks involve working with fumes - eg, which may cause problems to health if inhaled Tasks involve working with liquids which may cause skin irritations if contact is made with skin - eg, dermatitis Tasks involve handling hazardous substances including storage and/or transportation Working Environment Tasks involve working in lighting that is considered inadequate in relation to task performance - eg, glare Sunlight Exposure to sunlight Temperature Tasks involve working in temperature extremes - eg, working in a cool room, working outdoors, boiler room Confined Spaces Tasks involve working in confined spaces Accident Risk Surfaces Tasks involve working on slippery or uneven surfaces Housekeeping Heights Tasks involve working with obstacles within the area - bad housekeeping Tasks involve working at heights below knee level and/or above shoulder height Manual Handling Tasks involve manual handling tasks Biological Hazards Biological Products Tasks involve working with blood/blood products/body fluids Copyright Hardi Nursing Home Management Pty Ltd Created 18/10/2012 Page 8