Date: January 2018 Job Title : Operations Manager (NSH or WTH based) Department : Location : Waitemata District Health Board all sites Reporting To : Director Hospital Services Direct Reports Duty Nurse Managers NSH and WTH Afterhours Clinical Nurse Managers Afterhours Clinical Resource RNs Bed Assignment Co-ordinators Transit Care Team Functional Relationships with : Internal Heads of Divisions Clinical Leaders and Clinical Directors Operations Managers WDHB All Provider services Clinical Staff External Waitemata District Community MOH healthalliance (payroll and procurement) NRA Primary Care Providers NGOs and Community Agencies Unions Our Purpose, Values and Standards 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 - Template - Operations Manager -.docx Page 1
Purpose of the role : This role will co-ordinate and manage service activities to deliver high quality, cost effective care for patients and families/whanau. 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. To provide leadership and management to ensure staff are able to contribute effectively to the achievement of service objectives and performance targets. Waitemata District Health Board - Template - Operations Manager -.docx Page 2
KEY ACCOUNTABILITIES Service Delivery Strategy and Service Level Planning EXPECTED OUTCOMES 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 and establishes key performance indicators. Reports a monthly scorecard to the General Manager and Division Head. Services are provided in alignment w i t h the W DHB promise, values and strategic direction. Accountable for safe staffing levels across the service in line with budget availability. Provides daily monitoring of emergency and elective inpatient demand and plans for the next 24 hours and beyond to ensure effective flow. Ensures the bed management strategy is responsive to daily access demand. In conjunction with clinical leaders, takes immediate action to avoid episodes of having patients wait in the emergency department. Leads the daily bed management meetings. Co-ordinates the weekly long stay patient round/process. Works in collaboration with charge nurse managers to facilitate effective discharge planning across the hospital. Develops policies and procedures regarding the management and implementation of patient access strategies. Participates in weekend and public holiday roster across both NSH and WTH. Assumes responsibility and develops assigned portfolios. Contributes to setting the strategic aims of the service and devolving these into service plans. Is responsible for achieving overall performance against service targets. 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 leadership group that meet service delivery needs. Lead the development of quality, business and operational plans which include consideration of workforce, equipment and capital planning. Continuous Improvement, Risk Management and Quality Management Leads quality improvement initiatives to further improve facility and resource utilization for better patient outcomes. Ensures regular review of service delivery with the Waitemata Central team and the Clinical Governance Group to identify improvement opportunities with the Clinical Nurse Director, Waitemata District Health Board - Template - Operations Manager -.docx Page 3
KEY ACCOUNTABILITIES Financial and Resource Management Leadership and Team Management EXPECTED OUTCOMES. Key risks are reported, assessed and managed within the 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. 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. Manages the preparation of service budgets to fulfil operating objectives. 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 Division Head. Analyses financial performance results and ensures remedial action is implemented to manage variances and risks. Demonstrates leadership to all staff within the service in partnership with the Clinical Director while working closely with the Medical Division Head and 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 WDHB values. Recruitment processes reflect best practice and DHB policy and processes. In partnership with the leadership team develops and implements a service culture that is inclusive, collaborative and nurtures high performing staff focused on providing the best possible patient care. Waitemata District Health Board - Template - Operations Manager -.docx Page 4
KEY ACCOUNTABILITIES Collaboration and Communication Emergency Management to Major Incident Response EXPECTED OUTCOMES Is responsible for performance planning and coaching of staff and appraisals completed at least annually according to WDHB policy. Performance plans include personal development and training objectives. Manages leave and unplanned absences within allocated resources. Develops rosters that are compliant with policy and MECA guidelines and co-ordinates day to day staffing and resources. Builds relationships with staff, peers and colleagues to facilitate interdisciplinary communication and planning to meet and/or improve patient care outcomes Demonstrates effective communication and negotiation skills to achieve organisational imperatives. Communicates clearly, succinctly and effectively when handing over and in written communication. Consults with the Divisional management team regarding operational issues relevant to the organisation s 24 hour demands. Escalates matters for urgent attention appropriately and in a timely manner. Keeps team members focused when under pressure through role modelling a calm approach, adopting a positive outlook or offering support where necessary. Works closely with the Divisional General Managers (or delegate) to ensure timely access for waiting list patients. Promotes best practice initiatives in integrated bed management. 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. Works with the Emergency Systems Planning team and key stakeholders to maintain current business continuity plans and team readiness to respond to major incidents inclusive of industrial action. Works with the Emergency Systems Planning team to exercise and test established emergency response processes to maintain effectiveness. Initiates quality improvement cycles to further identify and implement opportunities to enhance team s response to major incidents. Maintains awareness of outages and maintenance, building and related events, considering the impact of this on hospital functioning and how risk can be mitigated. Manages initial emergency response for critical incidents using CIMs and briefs the Incident Management team as appropriate. Assists clinical teams to manage clinical and behavioural emergencies Waitemata District Health Board - Template - Operations Manager -.docx Page 5
KEY ACCOUNTABILITIES Statutory & Treaty of Waitangi obligations To recognise individual responsibility for workplace Health & Safety under the Health and Safety at Work Act 2015 EXPECTED OUTCOMES 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 Contribute to a safe and healthy workplace at WDHB by: All Level Managers Following, implementing, monitoring & ensuring compliance with all H&S policies & processes Timely escalation of issues to Risk Register as required 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 Early and accurate reporting of incidents at work and raising issues of concern when identified. Waitemata District Health Board - Template - Operations Manager -.docx Page 6
PERSON SPECIFICATION POSITION TITLE: Operations Manager Qualification Experience Skills/ Knowledge/ Behaviour Minimum Nursing qualification, registered in New Zealand. Has current annual practicing certificate Experience 5 years+ in a health environment leadership role Experienced senior nurse with highly developed skills in clinical leadership and clinical practice, able to apply this in assessment and support of the hospital and care capacity demand management Evidence of strong commitment to quality improvement. Able to lead a team based approach to care. Demonstrated leadership in a clinical setting dealing with emergency situations Proven leadership ability. High professional standards and motivates a team to achieve expectations. Excellent communication skills; highly articulate and excellent listening skills. Adheres to and champions Waitemata DHB values. Preferred Post graduate in Health, Healthcare Management or other relevant Management (Business/Finance) qualification. Has completes CIMs 2, CIMs 4 and ACLS in order to plan hospital issues Waitemata District Health Board - Template - Operations Manager -.docx Page 7
Highly developed problem solving skills. Developed decision-making skills. Calm, even, consistent and mature personality. Professional approach, manages personal stress effectively. Ability to make judgments in a fair and consistent manner. Motivates staff to work collaboratively. Strong focus on team philosophy. Waitemata District Health Board - Template - Operations Manager -.docx Page 8