Support Services Manager

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1 Support Services Manager Position Description Position Title: Date of Effect: Type of Employment: Division: Accountable to: Direct Reports: Liaises with: Support Services Manager To Be Determined Victorian Public Sector (Health and Allied Services, Managers and Administrative Officers) Multiple Enterprise Agreement 2011 Corporate Services Division Deputy Chief Executive Officer / Chief Operating Officer Support Services Staff (as per described Department Structure) Internal: The Support Services Manager is a key member of NHW. This position reports to the Deputy Chief Executive Officer / Chief Operating Officer and works closely with all members of the Support Services team to ensure effective and efficient services are provided. External: This position has contact with outside contractors, staff (Clinical and Non clinical), and other Victoria Health Services. Northeast Health Wangaratta (NHW) is a busy sub-regional integrated health service of 228 beds and is the major referral facility for the greater part of North East Victoria. NHW provides a wide range of acute specialist medical and surgical services including; an emergency department, critical care unit, obstetrics and gynaecology, paediatrics and specialised aged care, community rehabilitation, and inpatient, community, aged and psycho-geriatric mental health services. There is also a broad range of community health services and NHW auspices a number of other regional services in post- acute care, palliative care and infection control. The duties of this position are to be performed with adherence to the purpose and values of Northeast Health Wangaratta s strategic plan and compliance with the Code of Behaviour for staff of Northeast Health Wangaratta. Page 1 of 8

2 Northeast Health Wangaratta STANDARDS OF BEHAVIOUR Above the line Our staff will always: Below the line Our staff will not: Caring Show compassion to all people Demonstrate empathy and understanding Work as part of the team Mentor others Provide encouragement to others Care for others the way they would like to be cared for themselves Excellence Commit to the NHW Hardwiring Excellence expectations Have the courage to question what we do Persevere to do the best job they can Strive continuously to improve Be professional and enthusiastic Maintain customer focus Respect Maintain confidentiality and privacy Listen to others and accept differences Be punctual Respond courteously Greet all people by saying hello, smiling and introducing themselves Be culturally informed and sensitive Respect diverse opinions Integrity Be open and honest Lead by example Be responsible and accountable for their own actions Stand up and take action Escalate issues or behaviours of concern Fairness Demonstrate consistency Treat people equally Be considerate and understanding Be collaborative and collegiate Be disrespectful Be self-centred Have inappropriate conversations with others Display rudeness Give up Demonstrate a can t-do attitude. Accept mediocrity Be unreliable Pass the buck Ignore feedback given by patients or colleagues Be sarcastic Bully, harass or display aggression Be judgmental Withhold information Contribute to rumours Leave an untidy workplace Be arrogant Be dishonest Be hypocritical Avoid responsibility Allow unacceptable behaviour Discriminate against others Demonstrate favouritism and exclusion Refuse to assist others with their workload Note: Staff at NHW must also comply with the State Services Authority Code of Conduct included in the employment pack

3 ROLE STATEMENT The primary role of the Support Services Manager is to assume responsibility for managing and coordinating the resources, staff and activities of the Support Services Department to ensure best practice in the provision of food and café services (Acute & Aged Care), Cleaning Services (Acute and Aged Care), Patient Transfer, Management and coordination of Internal Security Services, linen and waste collection and distribution and includes personal Aged Care Laundry Services. The Support Services Manager has a key role in the Organisation and works proactively with the hospital community and external service providers. The Support Services Manager is also responsible for Coordinating and managing several service contracts and service arrangements key to the delivery of many services throughout NHW. Statements included in this position description are intended to reflect in general the duties and responsibilities of the position. Management may alter this position description if and when the need arises. Any such changes will be made in consultation with the affected employee(s). In the case of extended absence of other Managers within the Corporate Services Division, the Support Services Manager may be expected to be available to assist, under direction from the Deputy Chief Executive Officer / Chief Operating Officer, to give advice and act on business normally undertaken by other Managers within the Division. Key Effectiveness Areas: 1. Maintain EFT within set Established Limits allocated within all Support Services Cost Centres - suitable explanation of variance to Divisional Director at the end of each month. 2. Ensure that the Support Services Budget variances are explained to the Deputy Chief Executive Officer / Chief Operating Officer. 3. Ensure that all Mandatory Training Requirements are met within 12 months. 4. Establish Cost of Meal per patient bed day and work toward an agreed reduction in cost per meal within an established time frame. 5. Maintain compliance with Food Safety Legislation 6. Maintain Compliance with Cleaning Standards for Public Hospitals 7. Achieve set and agreed objectives by Deputy Chief Executive Officer / Chief Operating Officer within a 12 month timeframe. KEY SELECTION CRITERIA Essential Relevant Qualifications with proven experience in managing large staff groups within a Hospitality or Health Service Non Clinical setting. Proven ability to lead change and manage large staff groups. Demonstrated commitment to customer service. Ability to prioritise work and adapt to fluctuating and changing workloads. Demonstrated ability in driving and leading teams to deliver high quality service, within budgetary objectives. Demonstrated and highly developed communication and interpersonal skills. Highly developed project management capabilities. Experience in tender processes and contract management. Ability to use and operate computer based software including Microsoft Office. A current National Police Check (renewed every 3 years) A current Working with Children Check (renewed every 5 years) Statutory Declaration for applicable workers who have lived overseas Ability to comply with the Behavioural Outcomes for this role Sound working knowledge of OH&S responsibilities. Current Victorian driver s license

4 Desirable Experience in Support Service functions within the Health Industry. Knowledge of safe work practices, including manual handling principles, Food Safety requirements and infection control principles. Knowledge of cleaning and infection control standards and auditing systems applicable to a Health Service environment. CSVQA - Certificate in Cleaning Standards Auditing Demonstrated knowledge and understanding of the requirements relating to the Food Act 1984 and the FSANZ Food standards Code including the Food Safety Standards. STRATEGIC PRIORITIES Clinical Be aware of, and practice according to, NHW purpose, objectives core values and strategies. Demonstrate the ability to work consistently positively with clinical teams to achieve Organisational targets and objectives. Foster effective working relationships across all clinical departments and between other service departments and resolve any conflict in accordance with Health Service procedures and our Values. Ensure that all communication is professional, is directed through the appropriate lines according to this Position Description and Health Policies and Procedures. Ensure Clinical departments are informed of Support Service activities that will impact on them, so as to minimize service disruption. Quality & Innovation Act in accordance with all relevant external legislation & internal NHW policies and procedures that relate to this position and the organisation. Participate in and contribute to quality improvement programs and other organisational activities to meet Accreditation Standards. Participate and contribute in occupational health and safety activities to ensure a safe work environment for clients, community, staff and visitors. Minimise exposure to incidents of infection / cross-infection of patients, residents, staff, visitors and the general public by adhering to the Health Service Infection Control policies and procedures. Cooperate with the Health Services Occupational Health, Safety and Risk policies and to participate in appropriate safety education and evaluation activities. Manage Support Services quality, risk and safety functions to a minimum standard in line with Aged Care and ACHS National Standards accreditation standard. Each employee has a responsibility to participate in ongoing review of their daily work activities to identify opportunities for Continuous Quality Improvement People, Learning & Research Continually develop both personally & professionally to meet the changing needs of your position, career & industry. Attend all mandatory training sessions provided by NHW and be

5 actively involved in other training & development as required. Contribute as required to the review and development of policies and procedures. Implement processes to ensure the personal and professional development of the team. Implement performance management strategies to support the growth and development of the role in accordance with our policies Organisational Management Meet and maintain standards of regulatory compliance for administrative and clinical information records and systems within the Australian Legislation and Regulation, Victorian Legislation and Regulation (i.e. Public Record Office of Victoria) and Northeast Health Wangaratta Policy and Procedure Framework. Meet and Maintain standards of regulatory compliance relating to the Food Act 1984 and the FSANZ Food standards Code including the Food Safety Standards. Meet and Maintain Acceptable Quality Levels as described and required by the Victorian Cleaning Standards for Public Hospitals. Adhere to the Health Services Privacy Policy. Any breach of the rules of privacy/confidentiality relating to the Health Services business, patients or medical records will result in disciplinary action and / or dismissal, or a possible fine under the conditions of the Health Services Act (Vic). Facilities & Environment Develop, review and maintain appropriate reporting arrangements of facility/equipment breakdown and damage to ensure that services are not disruptive due to outage. Prepare an appropriate Operational Plan for the Support Services Division in accordance with the NHW Strategic Plan that focuses on future infrastructure development and planning for related service streams within the Division. Seek out opportunities for funding and grants to upgrade infrastructure and equipment in relation to Food and Environmental Services areas. Demonstrated ability to liaise, direct and coordinate minor refurbishment works and contractors to ensure the smooth ongoing delivery of services with minimal disruption to key stakeholders. Support the Environmental Management Planning processes within the organisation through the development and ongoing maintenance of appropriate records for linen and waste services. Seek opportunities to ensure and promote the efficient and effective disposal of general, clinical and recyclable waste streams: in line, and with a focus on reducing the Environmental footprint of the organisation while maintaining compliance with Health Purchasing Victoria contract arrangements. Community & Partnerships Achieve excellence in customer service, identifying that key stakeholders include patients, clients and residents, visiting health professionals, all staff employed by the Health Service, visitors and the community we are here to serve. Act in a professional manner at all times and positively promote the Health Service when dealing with internal & external customers. Maintain confidentiality on all issues relating to the organisation, the clients & fellow colleagues. Treat all clients with respect & equality, whilst being responsive to

6 their needs. Maintain a professional and pleasing telephone manner and be responsive to Key Stakeholder feedback (Formal and informal) including telephone and inquiries. Dress and personal presentation to reflect the organisation and/or industry standards and regulations at all times. Recognise and report compliments and complaints by customers. BEHAVIOURAL OUTCOMES Team player Cooperates and works well with others in the pursuit of team goals Collaborates and shares information Shows consideration, concern and respect for the feelings and ideas of others Accommodates and works well with the different working styles of others Encourages resolution of conflict within the team Demonstrated ability to withstand conflicting priorities Perseveres to achieve goals, even in the face of obstacles Copes effectively with setbacks and disappointments Remains calm and in control under pressure Accepts constructive criticism in an objective manner Ability to build relationships Establishes and maintains relationships at all levels Promotes harmony and consensus through diplomatic handling of disagreements Forges useful partnerships with people across departments and services Builds trust through consistent actions, values and communication Possess appropriate communication, consultation and interpersonal skills Collaborates and shares information Ensures good working relationships exist with internal and external customers, external health providers, government departments and all stakeholders Customer service Respects the cultural needs of others Communicates effectively Treats patient s family and visitors with respect at all times Abides by all NHW values of integrity, compassion, excellence and respect ANNUAL APPRAISAL AND INDIVIDUAL DEVELOPMENT WORK PLAN This will be established at the time of the first appraisal (3 months) and reviewed at least annually thereafter. The position description will be reviewed at the time of the annual appraisal, when the position becomes vacant or when there are any changes to the role.

7 RISK ASSESSMENT / JOB ANALYSIS Northeast Health Wangaratta provides a safe working environment for staff. As part of the process Risk Assessments have been carried out and this position could include some or all of the following: Aspects of Normal Workplace Frequency Occasionally Regularly Continual Work Environment Work with the possibility of extended hours Y Work in locations geographically separated from main facility Y Working offsite which may include clients homes Y Clinical areas Y Travelling or driving in cars on a regular basis Y Work Activity Manage demanding and changing workloads and competing Y priorities Undertake administrative tasks including intensive computer Y keyboarding work, filing, writing, concentrating for long periods of time Sitting at the computer for extended periods of time Y Sitting in meetings for extended periods of time Y Use of technology including photocopiers, telephones Y Undertake manual handling of equipment Y Patient handling (No Lift program operates throughout NHW) Y Exposure to substances (protective equipment and procedures in place to prevent contact) Y Work Relationships Work in a team environment and at times independently Y Interaction with staff from other disciplines and departments Y Interacts with: - colleagues and other hospital staff - members of the public - patients and relatives Y Training OHS induction Emergency procedures Annually Fire DVD and Evacuation procedures Annually Manual Handling Non clinical 3 yearly No Lift Annually Basic Life Support (BLS) As the incumbent of this position, I have read and I understand the above position description. Name: (Print name in full)

8 Signature: Date:

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