Date: February 2016 (Review Feb 2017) Job Title : Operations Manager, Asian Health Department : Hospital Location : Waitemata District Health Board Sites including North Shore and Waitakere Hospitals Reporting To : Director of Hospital Direct Reports : Team Leader Coordination and Projects Team Leader Asian Mental Health Service Team Leader Asian Patient Support Service Functional Relationships with : Internal Hospital Management Group General Managers/Group Managers Operations Managers Planning, Funding and Outcomes Team Corporate, Finance, Legal, Quality, HR healthalliance ecald National Programme Manager WDHB/ADHB Asian & Middle Eastern, Latin American and African (MELAA) Health Governance Group Auckland Regional Asian & MELAA Primary Care Working Group Asian Mental Health & Addiction Governance Group (WDHB) Other groups as appropriate to the position External Waitemata District Community Ministry of Health Northern Regional Alliance Ltd Other District Health Boards Other Healthcare Providers including Primary Care and NGOs Waitemata District Health Board -JOB DESCRIPTION - Asian Health Operations Manager Page 1
Our Purpose, Values and Standards Operations Manager, Asian Health At the heart of Waitemata DHB is our promise of better 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 -JOB DESCRIPTION - Asian Health Operations Manager Page 2
Vision of Asian Health The aim of Asian Health is to improve access to healthcare service and improve patient experience and the health status for culturally and linguistically diverse Asian patients / consumers and their families within the Waitemata district by: delivering services that are more responsive, accessible and culturally appropriate for the Asian population collaborating with primary and secondary health services, NGOs, Asian communities, other stakeholders and partners to: o achieve better health outcomes o improve communication o reduce inequalities o remove cultural barrier o providing access to language appropriate resources and interpreters for Waitemata DHB healthcare professionals o providing cultural support for staff to improve their cultural awareness Purpose of the Role Provide leadership and management to the Asian Health Team to deliver targeted to Waitemata DHB s identified Asian populations. Hold full operational responsibility for the effective delivery of services by working in partnership with leaders across the DHB. Co-ordinate and manage the service activities to ensure that the service consistently delivers high quality, cost effective care for its patients by supporting managers to deliver on plans. and resources include: Asian Patient Support Service (APSS) Asian Mental Health Service (AMHS) Waitemata Auckland Translation and Interpreting (WATIS) Primary Health Interpreting (PHI) Understand the current and emerging Health needs and dynamics of the Asian populations that impact on issues of access and utilisation of WDHB health services. Provide a clear sense of direction and purpose to the Asian Health Service so that it culturally responds to the rapid and growing Asian demographic, and health and service needs in Waitemata DHB. Ensure services and DHB targets are achieved, and work as a team to reduce inequalities for priority Asian populations. Key Overall Expectations Ensure the delivery of high quality patient care and outcomes and to have robust systems to evaluate performance against health targets. Be responsible for the financial performance for directly managed services. Waitemata District Health Board -JOB DESCRIPTION - Asian Health Operations Manager Page 3
Ensure the achievement of performance targets and indicators within the directly managed service. Ensure staff are appropriately supported to deliver on the corporate objectives as set out in the annual statement of priorities through the development and implementation of effective systems and processes. KEY TASKS EXPECTED OUTCOMES Strategy and Service Level Planning Work alongside the Asian, Migrant and Refugee Health Gain team, Planning, Funding and Outcomes to contribute to setting the strategic aims of WDHB and devolving these into service plans. Collective responsibility, as a member of the senior management team, for the consideration of key issues impacting the DHB. Develop appropriate workforce development plans in conjunction with the organizations direction and expectations. This includes benchmarking, FTE establishment and in line with service delivery and professional trends. Manage the development of quality, business and operational plans in accordance with the WDHB s mission and overall operational and strategic plans including workforce, equipment and capital planning. Ensure effective engagement in all committees, community and Public Health Advisory Committee. Leadership and Team Management Provide leadership to all staff within the Asian Health Service to meet Service deliverables and outcomes Be responsible for the overall management and delivery of : o Asian Patient Support Service o Asian Mental Health Service o Waitemata Auckland Translation and Interpreting o Primary Health Interpreting Be responsible for the performance management of direct reports and for succession planning to ensure that the Hospital s performance process is robustly implemented across the service. Work closely with senior staff and the Planning, Funding and Outcomes team in the DHB to ensure alignment to strategic directions of the DHB, in order to reduce inequalities for targeted Asian populations Performance management systems within the program, including performance management of direct reports, are maintained. Lead by example; living and demonstrating the WDHB Waitemata District Health Board -JOB DESCRIPTION - Asian Health Operations Manager Page 4
KEY TASKS Finance and Resource Management Continuous Improvement and Quality Management EXPECTED OUTCOMES values. Ability to have open, honest and respectful discussions. Manage teams of motivated and well trained staff focused on providing the best possible patient care that is culturally responsive and culturally appropriate, by agreeing accountabilities and standards of performance. Performance planning and coaching of staff and appraisals completed at least annually according to WDHB policy and in conjunction with the Team Leaders. Lead the budget process within the operational group, ensuring participation and ownership by the key stakeholders. Manage the preparation of service budgets to fulfil operating objectives. Achieve agreed activity targets and access indicators are met within agreed budget. Monitor and analyse the operational services financial and performance results to ensure remedial action is implemented to manage variances so as to ensure all services are within agreed performance and financial parameters. Ensure an equipment replacement plan in place and submit bids for capital funding as appropriate. Develop and lead service delivery improvements to enhance WDHB capacity to provide culturally accessible health services and to manage demand. Ensures and demonstrates a serious commitment to continuous improvement. Responsibility to challenge constructively 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. Lead and advocate quality for the service through development of a quality plan, ensuring there is an internal quality team who can support the wider WDHB quality team. Ensure services are culturally accessible for all Waitemata Asian health patients in a fair and equitable way to ensure the best quality of care for patients. Maximise the effectiveness of the service by promoting evidence based practice, culturally responsive patient focused care, streamlined and collaborative integration across WDHB provider services and primary and community networks. Works proactively with the Quality team to introduce patient improvement initiatives. Waitemata District Health Board -JOB DESCRIPTION - Asian Health Operations Manager Page 5
KEY TASKS EXPECTED OUTCOMES Ensure safe staffing levels across the services. Creates an environment that improves health outcomes for all. Champions improvements in people s access to all services and service information. Managing DHB Contracts Effective, efficient and timely management of DHB contracts in accordance with DHB procurement policy and procedures. Contract management and performance monitoring. Develop transparent processes that result in contracts that are workable and fair for both the funder and provider, and are underpinned by robust and realistic pricing frameworks and service specifications which over time reduce transaction costs for both participants. Develop relationships with all providers Liaise with other members of the Planning, Funding and Outcomes team as appropriate with respect to Asian Health contracts. Monitor and evaluate service delivery and initiate service reviews as appropriate. Undertake service development projects reconfiguration and service change processes in line with best practice and evidence based. Conduct service reviews as appropriate. Identify risk and appropriate risk management, mitigate strategies as agreed. Monitor performance with an agreed framework. Maintain own Professional Development Participate in performance management process including the development and implementation of an individual personal development plan. Maintain appropriate external development. Take an active lead in local and national health service projects to both promote and develop yourself, the service, profession and WDHB Other reasonable tasks required Perform all requested tasks as agreed with the manager. Statutory & Treaty of Waitangi obligations 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 To recognise individual responsibility for workplace Health & Safety under the Health Support WDHB H&S Culture by: All Level Managers & Safety Act 1992 & Amendments 2002 Following, implementing & ensuring compliance of all H&S policies & processes Planning, organising & managing H&S activities directed at preventing harm & promoting wellbeing in the workplace Waitemata District Health Board -JOB DESCRIPTION - Asian Health Operations Manager Page 6
KEY TASKS EXPECTED OUTCOMES Ensuring a safe working environment & safe working practices through the Safe Way of Working H&S system Support WDHB H&S Culture by: All Employees Following & complying with H&S policies & processes & applying them to their own work activities Identifying, reporting & self-managing hazards where appropriate Early and accurate reporting of incidents at work Waitemata District Health Board -JOB DESCRIPTION - Asian Health Operations Manager Page 7
PERSON SPECIFICATION POSITION TITLE: Operations Manager, Asian Health Minimum Preferred Qualification Experience Competencies Healthcare management qualification or comparative relevant management experience Experience in healthcare sector within a unit / operational management senior health professional role Demonstrated leadership experience Demonstrated experience in change management and process implementation. An established understanding of health services and service delivery objectives A record of achievement in delivering services in accordance with the stated performance objectives of the healthcare organisation Experience in managing change processes that meet the organizations requirements Demonstrated experience and ability in strategic (preferred) and operational planning Demonstrated ability to plan, secure and manage projects within budget and timeframe Capacity to work with stakeholders including patients, staff and the community to ensure the continued delivery of culturally responsive, safe and high quality services Ability to translate evidence into practice Ability to support the development of Degree or post-graduate tertiary education in Healthcare Management or other relevant Management qualification Advanced team management ability Demonstrated leadership experience in a clinical setting 5-10 years experience working in Asian and migrant health areas Knowledge of socio-economic determinants of health Knowledge of and experience operationalising and integrating Asian and Migrant health models Understanding of New Zealand Government Acts and Policies related to Migrants and Waitemata District Health Board -JOB DESCRIPTION - Asian Health Operations Manager Page 8
Personal Attributes a continuous quality improvement culture in the clinical areas Experience in financial analysis/budgeting skills within a medium/large organisation High level facilitation and negotiation skills High level of problem solving skills High level of written report writing skills, and an ability to write formal papers, discussion documents and business cases for senior management and Board Ability to interpret and evaluate diverse and complex information Proven ability to maintain effective relationships within a team Proven experience presenting to diverse audiences Ability to build strong relationship with all stakeholders The ability to move with confidence and sensitivity in both Asian, Migrant and Refugee and non-asian, Migrant and Refugee worlds Good level of political acumen and judgement Evidence of ongoing personal and professional development Meet imposed and self-imposed deadlines Sound MS Office ability, including basic Outlook, Word, Excel and Powerpoint A current driver s license and able to drive a manual car Highly motivated, energetic and enthusiastic Shows initiative is willing to take responsibility for own actions and decisions Team player Is willing to learn from others and accept constructive feedback and reflect on own actions Presents professionally and acts as a positive role model for others Displays respect and consideration for others Refugees Knowledge and use of Cantonese, Mandarin and/or Korean Waitemata District Health Board -JOB DESCRIPTION - Asian Health Operations Manager Page 9