POSITION DESCRIPTION

POSITION: REPORTS TO:

Service Coordinator Branch Manager or Senior Coordinator

PURPOSE OF THE POSITION: Planning and Service Delivery Client focus To ensure the aims and objectives of HealthCare NZ are achieved in the provision of services for clients; To assess and review clients to establish a client focused, home support service plan for service delivery. To monitor quality of service provision in accordance with Company requirements. To deliver leadership, mentorship and support to Healthcare NZ Support Workers in the community. To develop strong relationships with referring agencies, prospective and existing clients, staff and stakeholders. Staff focus To supervise and monitor Support Workers service delivery using effective communication processes. To work in partnership with Manager and Resource/Service Coordinators, providing assistance and or advice in the coordination of Support Workers through efficient roster practices. To respond to Client and Support Worker needs in a timely manner prioritising so that urgent tasks are prioritised. PRINCIPLE CCOUNTABILITIES: Personnel Responsible for the supervision and support of Support Workers as per contractual or policy requirements Provide accurate information to Support Workers regarding their roster Responsible for timely performance appraisals of Support Workers as per company policy Responsible for actively managing Support Workers through effective communication processes Manage staff performance and productivity in conjunction with the Service/Branch Manager To work in partnership with Manager and Resource/Service Coordinators providing assistance in the coordination of Support Workers through efficient roster practices Maintain positive working environment in the office

Key Performance Indicators Enough suitably qualified and competent staff are available to meet the needs of clients Appraisals are completed for all Support Workers as required Training plans for staff completed and implemented Support Worker personnel files are complete, accurate and stored securely Client or Support Worker complaints addressed and corrective action implemented as per policy. Service Planning . . . Undertake client service planning and review as per company policies and or contractual requirements. Ensure accurate and timely reviews of clients service plans through face to face visits or telephone reviews. Liaise effectively with other members of the community care or primary healthcare team with respect to service plan delivery and client needs. Ensure relationships are maintained though effective communication with other NGO providers involved in clients overall care. Undertake goal setting and facilitation with the client during the service planning process or as per contractual requirement. Review clients goals as per service plan or contractual requirements and record effectively within the client management system. Assess the needs of ACC and/or insurance company claimants when required, under the terms of any contract entered into by HealthCare NZ. Attend case conferences or planning meetings as required.

Key Performance Indicators Service Plans are completed as required, with goal facilitation and effective review processes undertaken in a timely manner (or within contractual requirements) All client service plans are up to date and accurately reflect the nature of support delivered by HCNZ. All clients reviews are up to date as per contractual or Home and Community Sector Standards.

Customer Service Responsible for the management of reportable events affecting clients and Support Workers. Responsible for the quality of service delivery to clients. Responsible for the development, implementation and monitoring of service delivery to clients. Provide culturally appropriate support to both clients and Support Workers. Responsible for the review of clients service plans as determined by client need or per Healthcare New Zealands policies and contractual obligations, these may be telephone or face-to-face Key Performance Indicators Service plans completed within agreed timeframes; Client satisfaction reflected in survey results; . All serious incidents reported; . All cultural complaints received & corrective actions implemented immediately.

Administrative Maintain accurate records for support workers and assist with clients files as required Supply necessary information to the after hours service and provide support as required Initiate, learn and use new systems when required for continuous service improvement Provide relevant reports and other documentation to management, as may be required from time to time in respect of the Service Coordinators area of responsibility All communications with Support Workers including meetings and reviews are documented accurately in the client management system Key performance indicators Client and Support Worker records are up to date After hours Coordinators have relevant information Reporting information is accurate and provided on due dates External Relationships Provide appropriate ongoing information according to company policy to clients and their families, members of the public, doctors, private and public hospitals and other community groups and organisations as required in a professional manner Maintain professional relationships with referring organisations; Liaison with other Health Professionals/other community services as required by client need; Work in conjunction with Manager and Community Services Division staff to promote HealthCare NZ services; Provide support for Support Workers as needed Key performance indicators Relationships with other office team members are positive Client/Support Worker complaints are all documented and corrective actions are discussed, implemented and evaluated. Client surveys show satisfaction with level of service; Relationships with other relevant agencies are positive evidenced by RDM policy and documentation Health and Safety: Educate staff in the application of the ACC Partnership Programme. Demonstrate a high level commitment to and understanding of the Companys Health and Safety Management System by ensuring familiarity with all policies and procedures as they affect the working environment. Ensure that all branch and field staff are trained and supervised adequately in order to carry out their work safely. Systematically identify and assess hazards within the working environment and take all practical steps to control these hazards. Ensure all incidents, including near misses, are reported and follow-up actions taken to eliminate or minimise occurrences in the future.

Key Performance Indicators Ensure that all accidents, incidents and near misses are reported using correct procedure and Company documentation. All lost time injury documentation to be reported to Service/Branch Manager and Head Office immediately. In conjunction with the ACC Case Manager, Service/Branch Manager and Head Office, participate in the implementation of the return to work and rehabilitation process to return the employee to the workplace. Serious harm injuries are reported to OSH as directed by Service/Branch Manage. All staff are made aware of, and are adequately trained in, safe work practices. All hazards are identified and hazard registers maintained in the offices. All clients homes have hazard checks completed.

Quality Engage in any quality initiatives within the Community Services Division Be responsible for the management of reportable events in conjunction with the Manager as per company policy Client reviews and Support Worker appraisals are completed in a timely manner within agreed contractual requirements and Company Policy

Key Performance Indicators Client reviews are completed as due Reportable events policy is fully implemented Evidence of engagement in quality initiatives either locally or nationally

Miscellaneous Be able to undertake other relevant duties as directed.

LEADERSHIP COMPETENCIES TEAM CENTRED Team Development: Ability to work with others to achieve goals. Relationship Development: Ability to build and sustain effective relationships both internally and externally. Communication: Ability to clearly convey thoughts; listens and understands others. Cultural Appropriateness: Ability to provide culturally appropriate support; to identify / access the appropriate community and health resources.

RESULTS DRIVEN Self-Management: Ability to set standards for self; be self-directed and self motivated. Fiscal Responsibility: Ability to make sound decisions related to expenditure; be accountable for results. Health and Safety: Ability to work responsibly under the Health & Safety Employment Act 1992.

QUALITY FOCUSSED Analytical Thinking and Problem Solving: Ability to identify problems; systematically use information to determine solutions and reach decisions. Continuous Improvement: Ability to generate and implement innovative improvements to the business. Learning and Adaptability: Ability to adapt to change; develop competencies for current and future job needs.

OPERATIONAL COMPETENCIES ADMINISTERING Customer Service : Able to provide high levels of quality customer service (both internal and external customers) in person, by telephone and in all forms of written communications. Record Keeping : Ability to maintain accurate and timely records that comply with legislation, contract and company procedures. Data Entry: Ability to accurately enter data into required software. Computer Literacy: Ability to use computers to meet requirements of the job.

MANAGING PEOPLE Recruiting and Selecting: Ability to select suitably qualified people. Training and Development: Ability to plan and facilitate the development of others. Workforce Planning: Ability to meet workforce requirements to achieve business objectives. Performance Management: Ability to manage staff performance, work preferences and productivity limits. Industrial Relations: Ability to prevent and resolve labour issues. HR Information Systems: Ability to provide necessary Human Resource information.

MANAGING RESOURCES Risk Management: Ability to identify and manage risk. Knowledge / Information Management: Ability to safeguard key information and systems; to capture knowledge that will contribute to company growth. Service Coordination: Ability to coordinate quality service delivery and establish priorities Legal Compliance: Ability to comply with relevant regulations and standards.

PROFESSIONAL Technical Competence: Ability to apply knowledge and understanding in area of specialty in accordance with established standards, rules, regulations and a code of ethics.

CARING FOR OTHERS Planning and Service Delivery: Ability to utilise client care and lifestyle plans appropriately

RN 2 - : Nursing Council of New Zealand Competencies. Competencies in Italics demonstrate level of practice for a specific area.
Domain Domain 1 Competency 1.1 Competency Professional Responsibility Accepts accountability for ensuring that his/her nursing practice and conduct meet the standards of the professional, ethical and relevant legislative requirements. Competency 1.3 Demonstrates accountability for directing, monitoring and evaluating nursing care and support by the health care team Key Indicators

Practices in accordance with relevant legislation/codes/policies and upholds client rights derived from that legislation Accepts responsibility for actions and decision making within scope of practice Uses professional standards of practice Demonstrates knowledge of current policies and procedures* Understands the Treaty of Waitangi/Te Tiriti o Waitangi and its relevance to the health of Maori in Aotearoa/New Zealand Demonstrates knowledge of differing health and scoio-economic status of Maori and non-Maori Recognise when HCNZ Kaumatua may be beneficial to assist in communication with a clients whanau regarding client care Actively promote and ensure family/whanau access to culturally specific services Understands accountability for directing, monitoring and evaluating nursing care provided by nurse assistants, enrolled nurses and others Takes into account the role and competence of staff when delegating work Manages and coordinates care for assigned clients* Liaises with team members to ensure a coordinated approach to overall client and service management Assists with orientation of new staff Identifies and reports situations or hazards that affect client or staff health or safety Accesses, maintains and uses emergency equipment and supplies Maintains infection control principles Recognises and manages risk to provide care that best meets the needs and interests of clients and the public Identifies and manages risks for clients* Seeks out debriefing following unusual client responses/situations

Competency 1.2

Demonstrates the ability to apply the Treaty of Waitangi to nursing practice.

Competency 1.4

Promotes an environment that enables client safety, independence, quality of life, and health.

Competency 1.5

Practices nursing in a manner which the client determines as being culturally safe.

Applies the principles of cultural safety in own nursing practice Practices in a way that respects each clients identity and right to hold personal Consults with members of cultural and other groups as requested and approved by the client

Domain 2 Competency 2.1

Management of Nursing Care Provides planned nursing care, support and assistance to achieve identified outcomes. Contributes to care planning, involving clients and demonstrating an understanding of clients rights to make informed decisions Demonstrates an understanding of the processes and environments that support recovery Identifies examples of the use of evidence in planned nursing care Administers interventions, treatments and medications within legislation, codes and scope of practice; and according to authorised prescription, established policy and guidelines Provides underlying rationale for planned care and decisions reached Uses a range of resources to achieved desired client outcomes Is able to anticipate a likely outcome for the client with predicable health needs Undertakes assessment in an organised and systematic way Uses suitable assessment tools and methods to assist the collection of data Applies relevant research to underpin nursing assessment Applies and develops knowledge related to the speciality area* Recognises change and deterioration and take appropriate action Maintains clear, concise, timely, accurate and current client records within a legal and ethical framework Demonstrates literacy and computer skills necessary for the health care record, audit and reporting Provides appropriate information to clients to protect their rights and to allow informed decisions Takes the clients preferences into consideration when providing care Consider ethical issues related to informed consent, refusal of treatment and privacy Actively supports the client and family/whanau in their decision-making Understands emergency procedures and plans to maximise effectiveness in a crisis situation Takes action in situations that compromise staff or client safety

Competency 2.2

Undertakes a comprehensive and accurate assessment of clients in a variety of settings.

Competency 2.3

Ensures documentation is accurate and maintains confidentiality of information.

Competency 2.4

Ensures the client has adequate explanation of the effects, consequences and alternatives of proposed treatment options.

Competency 2.5

Acts appropriately to protect oneself and others when faced with unexpected client responses, confrontation, personal threat or other crisis

Competency 2.6

situations. Evaluates clients progress toward expected outcomes in partnership with clients.

Competency 2.7

Provides health education appropriate to the needs of the client and family/whanau

Evaluates the effectiveness of the clients response to prescribed treatments, interventions and health education with the client and other members of the interdisciplinary team Identifies criteria for evaluation of expected outcomes of care Checks clients level of understanding of health care and support Uses informal and formal methods of teaching that are appropriate to the clients and family/whanaus abilities Educates client to maintain and promote health Adapts teaching plan to meet the specific needs of the client/family Assesses client readiness to learn and incorporates this into proposed teaching times with the client/family Accesses advice, debriefing and direction as necessary Determines the level of care required by individual clients Utilises best available evidence in developing care plans and interventions Participates in service teaching programmes* Contributes to review of practice outcomes Contributes to the support, direction and teaching of colleagues to enhance professional development Updates knowledge related to administration of interventions, treatments, and best practice guidelines Reviews and develops professional development plan annually*

Competency 2.8

Reflects upon, and evaluates with peers and the interdisciplinary team, effectiveness of care/support

Competency 2.9

Maintain professional development

Domain 3 Competency 3.1

Interpersonal relationships Establishes, maintains and concludes therapeutic interpersonal relationships with client. Initiates, maintains and concludes therapeutic interpersonal reactions with clients Utilises effective interviewing and counselling skills in interactions with clients Demonstrates respect, empathy and interest in client Undertakes nursing care that ensures clients receive and understand relevant and current information concerning their health care that contributes to informed choice Implements support in a manner that facilitates the independence, self-esteem and safety of the client and understanding of therapeutic and partnership principles Has developed a holistic overview of the client and family/whanau Uses a variety of effective communication techniques Endeavours to establish alternative communication methods when the client is unable to verbalise Communicates effectively with clients/families and colleagues*

Competency 3.2

Practices nursing in a negotiated partnership with the client where and when possible.

Competency 3.3

Communicates effectively with the clients and members of the health care team.

Domain 4 Competency 4.1

Interprofessional health care and quality improvement Collaborates and participates with colleagues and members of the health care team to facilitate and coordinate care Maintains and documents information necessary for continuity of care and recovery. Makes appropriate recommendations for referral to other health care team members or health and social support providers for clients Contributes to the effective functioning of the healthcare team* Participates effectively in team meetings Contributes to the co-ordination of care to maximise health and social outcomes of the client Collaborates, consults with and provides accurate information to the client and other health professionals about prescribed interventions or treatments Reviews policies, processes, procedures based on relevant research Identify and implement best use of resources Contributes to service and companies quality improvement goals*

Competency 4.2

Recognises and values the role and skills of all members of the health care team in the delivery of care and support

Competency 4.3

Participates in quality improvement activities to monitor and improve standards of service delivery