Role 1 Leader The Exceptional Nurse Leader in Long Term Care:

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1 Competencies for Nurse Leaders in Long Term Care National Validation March 2001 American Health Care Association TENA(R) Sponsorship Program from SCA Hygiene Products Part 1 Directions: Place a check mark in the blank to the left of the response that best represents your facility and your position. Please select only one response for each item. 1. Check only one type of facility which best represents yours: Skilled Nursing Assisted Living Intermediate Care Facilities for the Mentally Retarded other, please specify 2. Check only one size facility: 0_100 beds 101 and above beds not applicable 3. Check or write in your position: Facility Administrator Director of Nursing (or equivalent title) Nursing Staff (please write your position title) Other (please write in your position title) Other than local facility personnel (please write in organization and position title) Part II Directions: Following are competencies for nurse leaders in long-term care. Please note that these competencies are written as optimum. The assessment instrument, created in the next project phase, will develop skill levels striving toward this optimum level. At the left of each statement, please circle either 1, 2, or 3 using the following key. 1= the competency is necessary and no revision is needed. 2= the competency is necessary and needs revision. (You may write in any suggested revision or wording immediately under the statement or on an attached page.) 3= the competency should be omitted. Any competencies under the main competency further define that main competency and do not require individual evaluation (you certainly may suggest revisions.). Again, thank you for taking time to be of crucial assistance in this national validation. Your input is greatly appreciated. KEY 1= necessary & no revision 2=necessary & needs revision (suggest changes in space between ) 3= omit Role 1 Leader The Exceptional Nurse Leader in Long Term Care: Models the organization's values and mission/vision in his/her daily work and interactions with others Works collaboratively with other managers to implement and achieve facility short and long term goals which are aligned with organizational vision/mission Develops department's long and short range goals aligned with vision/mission and implements strategies to achieve those goals.

2 Leads in creating systems, processes, and programs that further attainment of the organization's vision, mission and goals Communicates needs to upper management Reinvents his/her role as necessary to assist the organization in achieving its vision/mission Explores relationship of organization strategic priorities with cues from the external environment and global trends Communicates the organization's vision /mission effectively to others Helps teams and individuals maintain their focus on the organization's mission/vision Serves as clinical expert resource and involves other disciplines of management group to achieve quality care and service Advocates for innovative and creative approaches to meeting organizational needs and furthering the mission/vision models and reinforces positive thinking and positive outcomes willingly accepts appropriate risk taking encourages taking calculated risks in decision-making Is flexible, adapting to new ideas and paradigms actively seeks to generate new ideas and change as appropriate Embraces position with passion for service to all customers and care givers Actively seeks ongoing feedback to make necessary changes/adjustments from current to desired state Incorporates planning and implementation elements in every change Is sensitive to staff needs at all levels to be involved and to feel part of the organizational/facility culture Values and incorporates staff opinions in decision making Consistently models effective leadership through personal behavior Executes tasks and responsibilities with utmost integrity, credibility and trustworthiness Models excellence and a commitment to quality Integrates standards of professional practice Respects the beliefs, values and customs of individuals Inspires mutual trust and confidence Carries out supervisory responsibilities in accordance with organizational policies and applicable laws Delegates as appropriate Mentors and develops subordinates in their professional growth Uses independent judgment and discretion Efficiently uses time management principles to ensure timely accomplishment of all duties Champions lifelong personal and professional learning Systematically assesses need for personal and professional education Uses various strategies to improve, such as continuing education, professional credentialing, collaboration with other community organizations, public speaking, research, marketing, networking, etc Creates a variety of growth and self-improvement opportunities Actively participates in the profession's efforts to implement and improve standards of: profession practice and long term care industry Functions as facility liaison with community professionals and leaders for: providing coordinated client care. 2

3 maintaining public relations improving community perception of the facility's image. 3

4 Role 2 Performance Improvement Catalyst The Exceptional Nurse Leader in Long Term Care: Models continuous quality performance improvement philosophy and techniques in daily behavior Communicates performance expectations clearly Evaluates situations to identify performance improvement opportunities Identifies underlying dynamics or root cause of problems Examines clinical practice Maintains focus on process rather than people Collects objective data Uses objective data to analyze problems and measure outcomes to enhance continuous improvement Uses analysis strategies including both quantitative and qualitative measures Ensures implementation of planned interventions that promote performance improvement Implements, monitors and updates plans to improve facility/department quality indicators Develops and uses a variety of instruments to evaluate outcomes regarding customer satisfaction, employee turnover/retention, quality of care, etc Empowers staff to participate in decision-making Promotes and enables interdisciplinary collaboration and cooperation Utilizes collective wisdom and decision making capabilities of staff Integrates processes and programs across departments Promotes staff self-evaluation and learning targeted toward performance improvement Encourages staff to set individual and team goals Seeks feedback on own performance from supervisors, peers, and staff Acknowledges and celebrates successes to reinforce progress and achievement. Role 3 Interpersonal Relations Facilitator The Exceptional Nurse Leader in long_term care: Communicates organizational values in daily work Communicates effectively with various populations based on their needs, interests, and desired results. Populations include nursing members, physicians and other clinical practitioners, internal and external customers, families and visitors and staff at all levels. 4

5 Models healthy communication Builds trust through honest interactions Extends courtesy to every person Exhibits empathy toward individuals in all situations Is sensitive to the impact of his/her communication on others Interacts sensitively with diverse populations Respects beliefs, values, and customs of all individuals Communicates both vertically and horizontally Communicates effectively through written, speaking and listening channels Uses active listening skills Honors confidentiality as appropriate to the situation Supports appropriate communication for small groups and teams Communicates expectations Promotes cooperative behaviors Seeks feedback in order to improve communications Uses effective communications in managing conflict and making decisions Presents feedback constructively Displays and encourages appropriate humor. Role 4 Human Resources Developer The exceptional Nurse Leader in Long Term Care: Works collaboratively to recruit and select exceptional staff Exhibits skillful interview techniques Implements effective strategies to retain quality staff Participates in developing, reviewing, and revising job descriptions Reviews retention policies and procedures and modifies them as needed Makes jobs meaningful, challenging, and contributory to the department and the organization Ensures staffing patterns and processes which maximize resident care and deployment of staff Enforces regulatory and employee law compliance. Such may include: OSHA requirements Physical, TB or drug testing Worker compensation Child/adult abuse reporting Maintains complete, accurate, and confidential staff records Initiates, maintains, and follows up on each work related injury/illness with complete and accurate worker compensation reports and records, adhering to company policy. 5

6 4.6.2 Verifies current licensure, registration or certification. 6

7 Oversees an effective staff performance appraisal system Bases system on clear and meaningful, job-based criteria Collects objective data as basis for feedback Supports timely completion and delivery of performance appraisals by staff Ensures follow-up with coaching/counseling and mentoring/training Implements the organization's progressive disciplinary policy in a fair and consistent manner Assures implementation of organization's internal grievance process when activated Provides staff with outside resources and other services as appropriate Provides effective clinical orientation and on_going training Uses adult learning principles Analyzes patterns and trends to develop programs Utilizes staff as trainers and mentors Collaboratively ensures that employee handbook, policy and procedure manuals, and other materials are current, readily available, and used in orientation and training Actively promotes training and education for staff, residents and community Participates in all new programs and attends or drops in on others Promotes flexible scheduling so staff on all shifts can attend Models expert coaching and mentoring Role 5 Resource and Finance Manager The exceptional Nurse Leader in long term care: Continually collects and assesses staffing, equipment, and supply data to note budget implications Makes realistic budget projections Considers clinical profit and loss information Develops a realistic budget for the nursing department which meets objectives & financial parameters Monitors revenues and expenses throughout the year Uses regular reports (daily, weekly, monthly and quarterly) to track expenditures Modifies budget priorities, based on budget variances Creatively manages flexible staffing patterns that meet changing client service level/needs Manages non-personnel resources to minimize negative impact on financial operations Develops creative and efficient use of budget resources Monitors adequate inventory of supplies and equipment Engages staff in exploring best use of budget resources Delegates and then holds staff accountable for efficient use of resources Establishes and nurtures vendor relationships to obtain facility/client supplies at best prices. 7

8 Keeps current on reimbursement program regulations and methodology. Role 6 Standards and Compliance Expert Resource The exceptional Nurse Leader in long_term care: Maintains current knowledge of Federal, State and local standards and regulations for long term care, such as those for certification, licensure and accreditation, Medicare, state Medicaid and, if applicable, JCAHO Educates his/her staff and other departments on regulations and standards Interprets regulatory standards to residents and external customers such as families, discharge planners, referral sources, insurance companies, etc Establishes optimum care standards which meet or exceed compliance requirements Establishes systems and protocols that promote meeting and exceeding regulatory standards Ensures maintenance of high standards of nursing care in daily operations Promotes survey preparedness at all times Maintains survey readiness via current accurate reports and department records Takes a proactive position during the survey by being well-informed regarding regulations, the survey process, and the facility, residents and staff Implements necessary corrective action based on accurate analysis of non_compliance areas Institutes pro_active risk management strategies. Role 7 Customer Service Advocate The Exceptional Nurse Leader in Long Term Care: Builds and maintains trust relationships with customers Initiates customer feedback to determine satisfaction with nursing care and services Conducts ongoing customer service monitoring in order to assess customer needs, expectations, and priorities Empowers staff to develop new ideas and standards to exceed customer expectations Makes adjustments to current services to accommodate changing customer needs and expectations Ensures timely response to customers, by both developing new systems and upgrading existing ones Models customer focus in all interactions. 8

9 Supports staff orientation and ongoing training on positive customer service by all staff to all customers. 9

10 Ensures a complaint friendly culture Creates safe and comfortable opportunities for customers to complain Patiently facilitates conversations to uncover underlying situation dynamics Maintains confidentiality regarding resident and employee information Handles every complaint discreetly and professionally Assures smooth transition of new admissions Reviews new and potential admissions to ensure needs can be met Communicates effectively with newly admitted residents and family members to ensure that their expectations are heard and that the facility's capabilities are clear Assures follow-through on customer issues. Thank you for your valuable assessment, comments, and suggestions. 10

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