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POSITION DESCRIPTION

POSITION TITLE: Manager, Community Services

REPORTS TO: Director of Clinical Services

DIRECT REPORTS: Allied Health Professionals, District Nurses, Case Managers, Community Rehabilitation Centre, Reception Staff

AWARD: Dependent upon Qualifications

CLASSIFICATION Dependent upon Qualifications and experienceKEY RELATIONSHIPS & INTERACTIONS Internal: All Staff

External: Community and Primary Health Managers, DHHS and DoH, Primary Health Networks, relevant education institutions, Moira Shire, Primary Care Partnerships, other related key stakeholders

CDH VALUES – CARING TOGETHER

Integrity• We are fair, consistent, and honest in all our actions. We do the right thing.

Respect• We listen to others and accept differences. We value diverse opinions

Collaboration• We commit to a common purpose and encourage participation and sharing of

ideas.

Excellence We have a customer focus and always strive to improve. We set a high standard.

POSITION PURPOSE

The Manager, Community Services holds a key management and leadership role within Cobram District Health. The position is responsible to ensure quality and safe primary care service provision for all Clients and has an understanding of integrated care, care coordination, the social model of health, clients’ rights and responsibilities, health promotion and community participation concepts. They are accountable for the efficient and effective management and integration of resources within the Community Health Department. This includes Allied Health Professionals, the District Nursing Service, Case Managers, the Moira Community Rehabilitation Centre and administrative staff. They will collaborate with other Managers and staff including acute, aged care and medical clinic to plan, coordinate and implement service improvement initiatives. This will include evaluating and updating relevant policy and procedures, recommendations, performance indicators, service reviews and best practice related to the specific units and the organisation as a whole.

PD: Community Services Manager Version 1.0Effective Date: June October 2018 Page: 1 of 10Review Date: November 2019

KEY ACCOUNTABILITIES & RESPONSIBILITIESThe following description of responsibilities is not exhaustive and may include others as directed from time to time:

Accountability 1: Business planningResponsibilities

Business plan for Community Services

o Monitor and review financials key performance indicatorso Market researcho Set business goals in conjunction with DOCS

Improve the competitive position of the Services within Community Health Develop, manage and coordinate community health processes and systems within

the resources and infrastructure available at CDH for safe and optimal client outcomes.

Ensure submission of external and internal reports within required timelines

Accountability 2: Customer Focus /Clinical care / QualityResponsibilities

Deliver high quality services and care in a safe environment.o Attain and maintain applicable accreditation standardso Provide the right care to the right client in the right place at the right time.o Provide opportunities for clients to be heard.o Provide culturally appropriate and responsive care.

Monitor and improve the experience of the consumero Regularly monitor patient flowo Maximise use of consulting roomso Streamline arrival process at front desk

To develop a highly effective team of staff which focus their attention on improving staff communication and enhancing practice efficiency.

o Complete staff performance reviews and embed the values of CDHo Assess and implement staff training programo Communicate staff roles within the content of the business model

Ensure the timely delivery of services and programs, and prioritise issues based on their importance and urgency.

Ensure client confidentiality is respected and upheld at all times.

Accountability 4: Financials / BudgetResponsibilities:

Increase revenue while limiting expenseso Maintain monthly rosters, minimising the amount of overtime and accrual

of time in lieu. Understand and abide by Health Purchasing Victoria guidelines

o Work with health service executive and managers to improve efficiency and reduce duplication

Continuously improve profile of the Community services o Implement and follow through marketing strategies

o Build on marketing materialo Work closely with the Director of Clinical Service and CEO

Organize activities to optimize financial and human resources; mitigate risk and build contingency plans into strategies for action.


Accountability 5: LeadershipResponsibilities

Improve Staff retentiono Continue to align community services with CDH values o Support / Implement / Coordinate an Orientation program for new staffo Hold regular staff meetingso Work collaboratively with the rest of Cobram District Health.o Align the community services with Cobram District Health strategic plan

and service direction Provide leadership to the Community Health Service that promotes efficient,

professional, quality care. Facilitate, lead and support change within the Community Health Service.

Demonstrate effective communication and team building, within the Community Health team and across CDH.

Promote a holistic, multidisciplinary and integrated approach to primary health care, including acute ward, aged care, General Practice and Dental services.

Manage and support staff working in the Primary Health Department.

Accountability 5: QualityResponsibilities

o Develop and monitor a range of clinical care based performance indicators and provide reports as required to health service executive and quality committees

Monitor / develop and maintain appropriate policies and procedural guidelines covering all aspects of the community services operations.

Monitor and provide response appropriate to consumer feedback/ complaints Embed quality and continuous improvement to all practice and systems within the

community health services. Ensure accreditations and compliance is maintained within all areas of community

health service provision.

Accountability 6: Integration:

Foster integration of activities in the Community Health, General Practice and Dental services with other CDH services (where appropriate).

Participate in relevant organisational meetings.

CORE BEHAVIOURS


The following Core Competencies are the behaviours expected of an employee or potential employee:Service Focus Is proactive in anticipating client needs where possible.

Manages operations with a continual focus on the impact of decisions and actions on clients.

Manages complex client relationships. Sets and tracks measures of client satisfaction to

continually improve service provision. Builds strong relationships with key clients. Demonstrates and promotes a quality service culture by

consulting and involving clients, colleagues and stakeholders.

Communication Creates comprehensive reports or other documents to communicate ideas or concepts related to complex or sensitive issues

Presents information persuasively, with skill and power, seeking to influence an audience of critical importance to the Business, profession or discipline (e.g. conference presentation.)

Uses political astuteness to negotiate and reach agreement at a senior level on complex issues

Motivation / Time Management

Sets challenging and realistic goals and clear measures of success for themselves and their team.

Identifies and handles impediments to achieving outcomes

Demonstrates personal energy, and enthusiasm for programs and projects

Delivers excellent outcomes within deadlines Demonstrates a passion for excellence and celebrates

achievements.Flexibility & Adaptability – Change Management

Provides open leadership and effective communication during change.

Builds and supports team resilience in changing times Plans change to focus on positive aspects and to

minimise negative effects on individuals. Maintains clarity and focus on outcomes in turbulent

situations Demonstrates willingness to modify a strongly held

position in the face of new information. Builds a culture of continuous improvement within

teams.

POSITION SPECIFIC REQUIREMENTS & QUALIFICATIONS

Mandatory Qualification in Nursing, Allied or Health related discipline Post Registration qualification in management, community health or significant

experience in management, administration or associated discipline, or working towards the same.

Ability to analyse and utilise clinical data in service development and quality improvement initiatives

Demonstrated ability to effect a culture of continual improvement resulting in positive, best practice outcomes

Demonstrated highly developed interpersonal, analytical, writing, research and business management skills.

Excellent time management skills Knowledge and understanding of community health care


Working knowledge of funding streams relating to community health

Desirable Financial acumen and the capacity to enhance the budget and services

KEY SELECTION CRITERIA

1. Demonstrated experience in strategic planning for business or practices2. Demonstrated experience in the preparation of financial models and or business

cases3. Sound working knowledge of information technology4. Excellent verbal, analytical, organisational written skills5. Demonstrated ability to evaluate and manage change6. Proven ability to create and maintain a positive workplace culture and articulate a

vision for health services7. Strong Interpersonal skills8. Well-developed analytical and business management skills.

PERFORMANCE EXPECTATIONS AND KEY PERFORMANCE INDICATORS

Participate in the development and implementation of the organisation’s strategic direction in consultation with executive, staff, clients and other stakeholders

Lead the client services teams in the formulation and conversion of strategic plans into annual operational plans

Ensure efficient and effective procedures are developed to enhance client service delivery and maximise resources

Keep abreast of government reforms, industry trends and sector developments to: o ensure currency of knowledge; modify; modify plans and procedures to maximise the benefits or minimise the impact of anticipated implications; and briefand brief the management team and Board and make recommendations on appropriate organisation responses.

Manage the annual budgets for the client services departments, monitor income and expenditure and take appropriate and timely measures to address any variance

Report monthly to the Executive team on progress towards annual work objectives Establish appropriate, reliable and valid indicators, measures and targets for key

aspects of service-related performance and monitor and manage the execution of the client services teams’ responsibilities, according to approved business plans, key performance indicators, contractual agreements and relevant guidelines

Contribute to long term sustainability of project funding through outstanding service delivery, innovative practice and strong relationship management within a person centred, consumer directed care model

Actively lead and support others to implement the principles of continuous quality improvement to create an environment and culture of organisational learning and continuous improvement

Initiate and participate in departmental and organisation-wide audits and reviews and implement relevant recommendations/action plans

Work collaboratively with the Director of Clinical Services to conduct regular project reviews to ensure services are appropriate to client needs; action improvements resulting from CQI activities including internal audits; and update policies and procedures as required

Work collaboratively with the Community Engagement Officer to seek regular feedback from clients on service provision using a range of methodologies and


channels; inform clients about changes to service practice; and contribute to service-relevant marketing activities

Work collaboratively with the management team to operationalize new business delivered through the achievement of tenders, strategic partnerships and other activities

Monitor broker/contractor legislative and funding agreement compliance and WHS obligations through a planned monitoring and review process to provide service information, data and trends to the Board’s and the Board subcommittees Service Quality and Clinical Governance Subcommittee

Line management and leadership Provide overall direction and leadership to the client services division ensuring

understanding of strategic and operational objectives Engage direct reports in the annual planning process to ensure they understand

organisational priorities and how they translate into their own personal key performance indicators

Provide day to day support, direction and mentoring for direct reports including support and advice on complex case management, service delivery issues and response to critical incidents

Provide regular briefings for staff through a program of team meetings that encourage open and constructive feedback

Provide recommendations to the CEO to ensure an appropriate organisational structure and staffing levels for the client service division

In consultation with the HR Manager, ensure client service positions are properly defined and documented, including the establishment of appropriate delegations and KPIs, and new staff are effectively recruited and inducted In relation to line managed staff: o Establish and monitor position descriptions and key performance indicators, and review in line with the performance management process o Provide coaching and mentoring as appropriate to ensure job satisfaction, employee engagement and the effective management of resources o Manage staff grievances in accordance with established policy and procedures o Monitor individual work plans to achieve optimum productivity o Develop learning and development plans with each team member o Promote a client focused culture across all service delivery areas

JOBS DEMANDS CHECKLIST Frequent / Occasional/ Infrequent/ Not Applicable / Repetitive.

Cobram District Health has a duty of care to all staff. The purpose of this section is to ensure that you fully understand and are able to perform the inherent requirements of the role (with reasonable adjustments if required) and that you are not placed in an environment or given tasks that would result in risks to your safety or others.

PHYSICAL DEMANDSSitting – remaining in a seated position to perform tasks FrequentStanding – Remaining standing without moving about to perform tasks OccasionalWalking – Floor type: even / uneven/ slippery / indoors/ outdoors / slopes Indoor /even –

FrequentRunning – Floor type: even / uneven/ slippery / indoors/ outdoors / slopes Not ApplicableBend / Lean Forward from Waist – forward bending from the waist to perform tasks

Occasional

Trunk Twisting – Turning from the waist while sitting or standing to perform tasks

Occasional

Kneeling – remain kneeling posture to perform tasks Not ApplicableSquatting / Crouching – Adopting a squatting or crouching posture to perform tasks

Infrequent

Leg / Foot movement – Use of leg and / or foot to operate machinery Not ApplicablePD: Community Services Manager Version 1.0Effective Date: June October 2018 Page: 6 of 10Review Date: November 2019

Climbing (stairs / ladders) – Ascend / descend stairs, ladders, steps etcetc. InfrequentLifting / Carrying – light lifting & Carrying: 0-9 kg FrequentLifting / Carrying – Moderate lifting & Carrying: 10 -15 kg InfrequentLifting/ Carrying – Heavy lifting & carrying: 10-15kg Not ApplicableReaching – Arms fully extended forward or raised above shoulder InfrequentPushing / Pulling / restraining – Using force to hold / restrain or move objects toward or away from the body

Infrequent

Head / Neck Postures – Holding head in a position other than neutral (facing forward)

Infrequent

Hand & Arm movements – Repetitive movements of hands and arms FrequentGrasping / Fine Manipulation – Gripping, holding, clasping with fingers or hands

Frequent

Work at Heights – Using ladders, footstools, scaffolding, or other objects to perform work

Not Applicable

Driving – Operating any motor powered vehicle OccasionalSENSORY DEMANDSSight – Use of sight is a integral part of work performance e.g. Viewing of X-Rays, use of computer screens

Frequent

Hearing – Use of hearing is an integral part of work performance, e.g., Telephone enquiries

Frequent

Smell – Use of Smell is an integral part of work performance e.g., food preparation

Not Applicable

Taste – Use of taste is an integral part of work performance e.g., Food preparation

Not Applicable

PSYCHOSOCIAL DEMANDSDistressed People - e.g., Emergency or grief situations InfrequentAggressive & Uncooperative People – e.g., Dementia, mental illness, head injuries

Occasional

Unpredictable People – e.g., Dementia, mental illness, head injuries OccasionalRestraining – involvement in physical containment of patients / clients Not ApplicableExposure to Distressing Situations - e.g., Child abuse, viewing dead / mutilated bodies

Not Applicable

ENVIRONMENTAL DEMANDSDust – Exposure to atmospheric dust Not ApplicableGases – Working with explosive or flammable gases requiring precautionary measures

Not applicable

Fumes – Exposure to noxious or toxic fumes Not ApplicableLiquids – Working with corrosive, toxic or poisonous liquids or chemicals requiring PPE

Not Applicable

Hazardous Substances – e.g., Dry Chemicals, glues InfrequentNoise – Environmental / background noise necessitates people raise their voice to be heard

Occasional

Inadequate Lighting – Risk of trips, falls or eyestrain InfrequentSunlight – Risk to sunburn exists from spending more than 10 minutes per day in sunlight

Infrequent

Extreme Temperatures – Environmental Temperatures are less than 15 c or more than 35 c

Not applicable

Confined Spaces – area where only one egress (escape route) exists FrequentWorking at Heights – Ladders / stepladders / scaffolding are required to Not Applicable


perform tasksBiological Hazards – e.g., exposure to body fluids, bacteria, infectious diseases

Infrequent

ORGANISATIONAL RESPONSIBILITIES:

Positively promote Cobram District Health internally and externally Each employee has a responsibility to comply with all CDH’s policies and

procedures and familiarise themselves with those relevant to their positions Promote practise which comply with the policies and procedures of CDH and

actively participate in the maintenance of relevant policies and procedures to ensure best practise

Participate in departmental and organisational meetings as required Maintain accurate records, statistics and reports, as required Participate in Risk Management activities or relevance and assist with

identification and control of risks within their department Actively participate in the “Staff Development and Review” processes, three

months after commencement and annually thereafter Report all clinical and non clinical incidents using VHIMS system and assist with

investigation

OCCUPATONAL HEALTH AND SAFETYEach employee has the right to a safe working environment. Employees must:

Carry out their duties in a manner which does not adversely affect their own health and safety or that of others

Comply with measures introduced in the interest of health and safety Undertake any training provided in relation to Occupational Health and Safety Immediately report all matters that may affect workplace health and safety to

their manager/supervisor Report all incidents and near misses as soon as possible after the event Comply with all Commonwealth and State legislative requirements Correctly use any information, training, personal protective equipment and safety

equipment provided by CDH Refrain from recklessly or wilfully interfering with anything that has been provided

for health and safety reasons

INFECTION PREVENTION AND CONTROL:

Each employee has a responsibility to implement Infection Control guidelines of relevance to the position

DISASTER AND EMERGENCY RESPONSE:


In the event of disaster and emergency, the occupant of this position understands and acknowledges that s/he may be required to work as assigned, if required, to meet CDH responsibilities in a disaster or emergency situation

Each employee has a responsibility to participate in emergency response drills and attend relevant emergency training

CONTINUOUS QUALITY IMPROVEMENT:

Each employee has a responsibility to participate in ongoing and review of their daily work activities to identify opportunities for Continuous Quality Improvement

WORKPLACE HARASSMENT AND BULLYING:

Each employee has the right to a workplace free from any form of harassment or bullying

Each employee has a responsibility to comply with Cobram District Health’s policy and participate in education and training

HEALTH PROMOTION:

Cobram District Health adopts the principles of health promotion and encourages all employees to embrace the organisation’s Health Promotion Plan and activities

Each employee is encouraged to support and participate in health promotion programs

CONFIDENTIALITY:

Any breech of the Confidentiality Policy may result in disciplinary action and /or dismissal and a possible fine under the Health Services Act (Vic)

POLICE RECORD CHECK:

The successful applicant will undergo a National Police Records check and, where applicable, a Working with Children’s check, prior to confirmation of employment

MANDATORY TRAINING:


All employees must attend one of the annual Mandatory Training sessions presented throughout each year

Terms and Conditions of Employment

I acknowledge that I have received a copy of this position description, I have read (or have had read to me) and understand the requirements of this position. I agree to work in accordance with this position description.

As the incumbent of this position, I confirm I have read the Job demands checklist, understand its content, and agree to work in accordance with the requirements of the positions.

__________________________ _________________________Signed Date______________________________________________________________________________Print Name

Date Written: Date Revised:


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