POSITION DESCRIPTION and KPI's

Transcription

1 Novacare Incorporated 564 Hunter Street, Newcastle NSW 2300 POSITION DESCRIPTION and KPI's NAME TITLE Community Aged Care Package Coordinator DEPARTMENT/AREA - Client Services In-Home POSITION PURPOSE To provide comprehensive Co-ordination for the clients of the Community Aged Care Packages adherent to current Package Guidelines and organisational policy. Provide ongoing support, supervision and training of Care Staff. REPORTING TO Client Services Manager In-Home DIRECT REPORTS Care Workers and Program Support Officers SKILLS, COMPETENCIES, QUALIFICATIONS, EDUCATION and EXPERIENCE Essential - Qualifications in Community Services, Frontline Management or equivalent Previous experience in a Community Services Co-ordination or Case Management role Previous experience supervising, supporting and training staff An understanding of Aged Care best practice Ability to work flexibly to respond to changing clients needs Ability to coordinate services according to relevant program guidelines Experience of working in a multi disciplinary team Ability to develop and maintain links and supportive networks with specialist services Experience maintaining computerised client information systems High level administrative and organisational skills High level of written and verbal communication skills Demonstrated ability to contribute positively to the team Availability for on call support Preparedness to work within Novacare s Philosophy, Values & Mission Current Drivers Licence Desirable - Experience in the application of a Quality Improvement Program Previous experience in computerised staff rostering systems 1

2 KEY RELATIONSHIPS Internal - Client Services Managers, Client Services Coordinators, Administration Staff and General Manager External - Specialist services, funding and service providers, commercial suppliers, clients, carers and the wider community. Our Purpose and Mission Novacare - The People Carers We provide quality cost effective care to enable people to maintain their independence, live in their own homes in the community of their choice Our Values Openness and Respect - We value our consumers and staff participation in decision making through consultation and aim to build trust and long term relationships. We are committed to caring for CACP other as individuals as well as provide opportunities for personal growth. Integrity - We value making dependable choices and decisions, which are soundly based and combined with consistent and ethical practices. We deliver on our commitments and have a reputation as a trustworthy organisation. We provide equity of opportunity to clients and staff, and a right of review where ever possible with regard to our decisions and practices. Results Driven and Efficiency - We are personally accountable for our individual and collective contributions to the success of Novacare. We achieve our purpose/mission and strategic plans by focusing on the priorities and actions that deliver the desired results. We aim to provide value for money in all the services we offer, recognising the full costs of providing such services. Service - We treat everyone as we wish to be treated and focus at all times on anticipating the future trends and needs of our clients. We provide our quality services in partnership with our clients, staff, funding authorities, external organisations and the community. Everything we do at Novacare is achieved through teamwork. How you will be measured in your role In accordance with Novacare's performance review timetable, you and your manager will review your 'on the job performance' annually and at other set times during the year. This review will be completed in relation to your position description and the delivery of your KPI's (Key Performance Indicators). The responsibilities, duties and KPI s for your role are defined under Novacare's four Key Result Areas, as listed below: 1. CLIENT SERVICES: To provide quality, cost effective care which will enable people to maintain their independence and live in their own homes in the community of their choice. 2. OUR TEAM: To attract and retain staff and volunteers who are caring, competent and motivated to deliver our services. To increase the skill level of staff and also ensure they are adequately remunerated. 3. OPERATIONS & ADMINISTRATION: To ensure that we provide the most effective facilities and systems for the provision of services to our clients. 4. FINANCIAL & BUSINESS PERFORMANCE: To remain financially viable and provide funds for the achievement of our client and business goals. NOTE - Provision has been made in the Position Descriptions for Specific Projects which are one off activities completed over a period of time (normally less than one year) and not considered to be part the core responsibilities/duties and KPI's for the current role. Once completed, these Specific Project/s will more than likely become part of the on going role for the position, unless they do not require management or monitoring. The signature (at the end of this position description) of the team member and manager acknowledges the position description and KPI's for this role, and how these KPI's will be measured. A summary of the responsibilities, duties and KPI's for the role are included in the table below. 2

3 Summary of Responsibilities/Duties and KPI s KEY RESULTS AREA RESPONSIBILITIES AND DUTIES KPI'S CLIENT SERVICES 7 19 OUR TEAM OPERATIONS & ADMINISTRATION 8 18 FINANCIAL & BUSINESS PERFORMANCE 3 4 SPECIFIC PROJECTS 1 0 TOTAL Key Results Area - CLIENT SERVICES Key Performance Indicators (KPI's) 1. Assess CACP clients as required and coordinate services in accordance with the CACP program guidelines. 2. Comprehensive Care Plans are developed based on assessed needs. 3. Ensure regular contact with Clients, Advocates and Carers is maintained 4. Coordinate provision of equipment and supplies to CACP clients. 5. Ensure clients are referred to other services as required. 1. Comprehensive assessment of all new clients is completed in line with clients needs. 2. Completed assessment form is filed in client s office file. 3. Care Plans are developed with the Client/Carer 4. Clients/Carers are consulted prior to any changes to the Care Plan. 5. Care plans are documented and signed by the Coordinator and Client/Carer 6. Register of client visits is developed and updated regularly. 7. Clients/Carers are notified prior to each visit. 8. Written records of Client visits or phone conversations are made in their TCM files and time recorded for statistical purposes 9. Feedback from clients and their families is complimentary 10. Low level of complaints from clients and their families 11. Feedback is handled according to organisational policy 12. Equipment and supplies provided as per assessed needs of client. 13. All equipment is documented in the client TCM notes. 14. Clients increased needs are assessed and monitored then documented in client TCM notes. 15. Coordinator liaises with ACAT as client needs increase. 3

4 6. Willing to be flexible and take on after hours on-call 16. Participation in the On-Call roster 7. All clients are formally reviewed every three (3) months or as required. 17. Care Plans are formally reviewed every three (3) months, when client is discharged from Hospital, comes home from respite or if their care needs change 18. Task lists are updated according to client need and services required 19. Care Plans are reflective of assessed need and are compliant with Program Guidelines KEY RESULTS AREA OUR TEAM Key Performance Indicators (KPI s) 1. Ensure effective communication between all Novacare staff. 1. Attend and participate in Coordinator meetings 2. Contribute to the development of the team ensuring communication is positive & effective 2. Develop and maintain good relationships with relevant staff to ensure optimum outcomes for clients. 3. Chair monthly supervision & support meetings with Care Staff 4. Copy of minutes on file for Package meetings and distributed to Care Staff 5. Accurate and relevant information is communicated to team members to ensure optimum outcomes for clients. 3. Provide excellent service to the Client Services In-Home Department ensuring all administrative processes are efficient and effective 6. Liaise with Care staff any changes to rosters as soon as practicable 7. Liaise with Clients any changes to services as soon as practicable 8. Feedback from the Client Services Team including Care Staff is complimentary 9. Low level of complaints from the Client Service Team including Care Staff 4. Meet with Client Services Manager In- Home on a regular basis to discuss any client or staff issues. 10. Meetings are held weekly with Services Manager In-Home and recorded in diary. 5. Maintain own professional development in line with the requirements of the role in accordance with current standards. 11. Attend in service seminars, conferences and workshops relating to current practice as required by the Client Services Manager In-Home 4

5 6. Maintain professional standards of accountability, ethics and etiquette in relation to all Novacare matters month probationary review for new employees, followed by annual performance review with Client Services Manager In-Home 8. Complete 3 month performance review followed by annual performance for all employees under your supervision. 9. Manage the development of rosters for Care Staff that are compliant with Program Guidelines, Legislative requirements, Staff availability and Client need 12. Low level of complaints and grievances recorded from Clients and care Staff 13. Probationary review completed with the Client Services Manager In-Home 3 months after commencement and then annual performance review with update to position description and KPI s as required 14. Initial 3-month probationary review for all new employees under your supervision completed, followed by annual performance review. 15. All reviews signed by the Client Services Manager In-Home 16. Ensure that travel between clients is minimised to decrease the costs to the program and the cost to the Care Staff Member 17. Complete a fortnightly quality audit prior to rosters being sent and provide report to supervisor if contracted hours are not being met. 18. No makeup payments are approved for Care Staff due to not meeting their contracted hours. 19. Complete a fortnightly quality audit prior to rosters being printed and sent and provide report to supervisor if contracted hours are not being met. 20. Ensure that Field Staff receive their rosters by the Wednesday prior to roster commencement, either by post, or collection from head office 10. Ensure clients and staff receive all relevant and current information 21. Program Support Officers receive notification of all client services 22. Clients are informed of any changes to rosters prior to changes being made. 23. Staff are informed as soon as possible of any changes to rostered shifts. 11. Provide ongoing support, supervision and training of Care Staff 24. Participate in initial orientation of Care Staff 25. Identify gaps in Care Staff skills and provide or source training as required 26. Present In-house training to Care Staff and assess their capabilities 5

6 KEY RESULTS AREA OPERATIONS & ADMINISTRATION Key Performance Indicators (KPI s) 1. Client intake database is maintained and distributed to ACAT 2. Maintain up to date documentation, statistical records, client files & reports where necessary. 1. The intake Database is current and distributed to ACAT on a monthly basis 2. A record of correspondence with ACAT is filed for future reference 3. Audit client files (TCM, Office and home files) on a regular basis. 4. Statistical reports are accurate and on time 3. Ensure staff have access to organisational forms when necessary. 5. Client forms are easily available for access by Care staff when needed 4. Develop and monitor safe practices in line with OH&S regulations for all staff. 5. Provide regular written reports as required by the Client Services Manager In-Home 6. Initial client risk assessments are conducted for all client homes using OH&S checklist 7. Client risk Assessments are updated and reviewed annually and recorded in their TCM files 8. Care Plans identify any risks to the client or staff and provide strategies to minimise this risk 9. Staff are advised of any hazard prior to attending a client s home. 10. Identified risks are recorded on the risk/hazard form and actioned. 11. All Incident or Communication forms submitted by Care Staff are actioned in line with organisational policy 12. Reporting requirements are met on time. 13. Complete monthly statistical reports, ensuring they balance and are accurate 14. Ensure that monthly statistical reports are sent to Medicare for claiming within organisational time frames 6. Participate in organisational Quality Improvement 7. Develop and maintain professional relationships with GPs, health professional s specialist dementia services and other referring agencies as required. 15. Participate in the development of organisational policies and procedures 16. Provide training and support for Care Staff 17. All contact with external organisations and key stakeholders is documented in client notes 6

7 8. Attend regular ACAT, Interagency or relevant meetings as a Novacare representative. 18. Agendas and minutes showing attendance and participation at meetings are kept in office file. KEY RESULTS AREA - FINANCIAL & BUSINESS PERFORMANCE Key Performance Indicators (KPI's) 1. Prepare monthly program reports which include the number of services commenced/withdrawn and service activity. 1. Report provided monthly to Client Services Manager In-Home 2. Ensure that rosters are cost effective and use of resources is efficient. 2. Quarterly reviews of rosters to ensure adequate use of resources and the cost to Novacare is minimised. 3. Ensure that Packages are at capacity to minimise financial loss to Novacare 3. CACP packages are over capacity (1 over per Coordinator) at all times to ensure that days lost are minimised 4. Vacant packages are filled the same day as they become available. KEY RESULTS AREA SPECIFIC PROJECTS Key Performance Indicators (KPI's) 1. As requested by the Client Services Manager In-Home Nil specific projects Team Member Manager Date 7

8 Position Description Review Date 8