Centacare Service Management. Policy & Procedure SP Service Management. Policy

Transcription

1 Centacare Service Management Policy & Procedure SP1.6.2 Service Management Policy Signature Position Date Prepared By Angie Stewart Reviewed By Angie Stewart Manager Business and Development Manager Business and Development 29 May September 2014 Approved By Tony Davies Director 30 May 2012 SP1.6.2

2 1. Policy Centacare is committed to delivering client services that are efficient, effective and delivered by qualified staff. The purpose of this policy is to outline the framework by which Centacare is governed, led and managed to facilitate the delivery of high quality and coordinated services. 2. Centacare Management Structure The roles and responsibilities of the, Centacare Director, Centacare Advisory Council Members, and Centacare Senior Management Team are clearly defined and documented in the SP1.24 Senior Staff Positions Policy and SP1.29 Leadership, Continuity and Accountability Policy. The senior management positions descriptions and QF1.45 Centacare Role Description for Advisory Council Members further articulates the roles and responsibilities of each key position in the Centacare management structure In accordance with SP1.24 Senior Staff Positions Policy, the Centacare Senior Management Team is comprised of members who possess or can acquire appropriate knowledge, skills and training to fulfil all responsibilities which are clearly defined, documented and disclosed in the senior management position descriptions ; QFEHR1.29 HR Position Description Centacare Director SP1.6.2 Page 2

3 QFEHR1.44 HR - Position Description - Business and Development Manager QFEHR1.30 HR Position Description -Manager- Kempsey Disability Services QFEHR1.24 HR- Position Description- Community and Accommodation Services Manager QFEHR1.50 HR Position Description -Manager- Corporate Services 3. Strategic Planning Process Centacare s Strategic Planning policy (SP1.27) outlines the model used in the planning process, the frequency at which the plan is reviewed and the information collected to inform the strategic plan. 4. Quality Management Centacare has a formal quality improvement program incorporating evaluation of its services that result in changes to improve practice. (QM1, 1 Quality System Manual) Centacare s quality management system and internal controls are in place to comply with relevant standards and legislation. Centacare Management and Advisory Council monitors organisational activities and regularly evaluates whether it is meeting its objectives and the Disability Service Standards. Monitoring Procedures are outlined in SP1.33 Internal Reporting Policy, QP1.7 Quality Policy, and QP1.8 Continuous Improvement Policy. SP1.6.2 Page 3

4 To ensure that Centacare is accountable to stakeholders and demonstrates high ethical standards acting in their best interests Centacare makes available, on request, annual reports that demonstrate client, service and financial outcomes, provisions for this are outlined in SP1.7.0 Staff Consultation, Information and Feedback Policy and SP1.4.2 Feedback, Complaints, and Disputes. 5. Centacare Advisory Council The Centacare Advisory Council and Centacare Senior Management monitors the effectiveness of the organisation s governance policies and practices and makes changes as needed. 6. Resource Management and Financial Controls Centacare management ensures resources are managed to maximise the funds available to provide services for clients. Identified resources are allocated to support the documented priorities of Centacare. St Agnes Parish Administration Centre ensures the integrity of the organisation s accounting and financial reporting systems and that appropriate systems of control are in place for risk management, financial and operational control (including fire safety and appropriate insurance), and compliance with legislation and funding requirements. Policies pertaining the range of controls in SP1.6.2 Page 4

5 place include; SP Financial Delegation Policy, SP Petty Cash Policy, SP Purchasing Policy, QPEHR Fraud and Corruption - Policy and St Agnes Parish Financial Management Policy. 7. Safety Centacare provides a safe physical environment for its clients by maintaining appropriate workplace management, hazard identification and risk management processes, outlined in QPEHR1.39 Work Health and Safety Policy, SP1.20 WHS General Workplace Management Policy and Procedures, SP1.22 Hazard Identification and Risk Management Policy, SP1.21 Infection Control Policy and program specific manual handling procedures. St Agnes Parish Maintenance in collaboration with Centacare creates and maintains accessible and safe physical environments in accordance with all fire safety requirements and occupational health and safety legislative and policy requirements. In the event of a critical incident that may affect the safety SP Critical Incident Policy is in place to support staff during and after such incidents. The critical incident policy is to be used in conjunction with the completed QF1.40. Emergency Response Guide for each site. In addition to Centacare policies the following ADHC policies have been implemented across Centacare to assist in providing a safe service and SP1.6.2 Page 5

6 environment for clients, SPEN1.9.0 ADHC Behaviour_Support_Policy_and_Practice_Manual_Part_1_web, SPEN1.4.0 ADHC Client_Risk_Policy_and_Procedures_, SPEN ADHC Behaviour_Support_Policy_and_Practice_Manual_Part_2_web, SPEN ADHC Behaviour Support Policy_ updated, SPEN1.1.0 ADHC Epilepsy Policy, SPEN1.3.0 ADHC Nutrition and swallowing policy and procedures 8. Human Resource Management 8.1. Recruitment Centacare Management will work closely with St Agnes Parish Human Resource Department to ensure that people with a disability receive services from appropriately skilled and competent staff. The recruitment and selection process ensures that staff employed have the skills and capability to perform the duties required of them. Recruitment is conducted inline with the position description requirements which clearly outline the primary position, accountability framework, key results areas, performance indicators, knowledge, skills and experience in addition to selection criteria. Centacare and St Agnes Parish are committed to affirmative action with regard to employment of people with a disability and has implemented QPEHR1.17 Equal Employment Opportunity Policy (Feb 2009) and QPEHR Equal Employment Opportunity Guidelines (Feb 2009) SP1.6.2 Page 6

7 St Agnes Parish Human Resource department is responsible for ensuring that recruitment practices meet all probity requirements and ensure the right workforce is recruited and maintained to deliver the range of services provided by the organisation to meet service delivery outcomes. The policy implemented by to govern recruitment is QPEHR1.33 Recruitment Policy (July 2008) which is supported by QPEHR1.34 Recruitment Guidelines (Nov 2008) and QPEHR1.35 Recruitment Flow Chart _Feb 2009_ 8.2. Code of Conduct All staff employed by the organisation are required act in accordance with the organisational code of conduct. Senior Management require staff to sign a copy of the QPEHR Diocese of Lismore Code of Conduct Policy at recruitment and regularly intervals during their employment Professional Development. Centacare ensures that employed and volunteer staff receive appropriate support; and that they understand their role, the administration of the service and their accountability for their work related activities. Centacare Managers and Team Leaders provide regular staff training, support and supervision assists staff to flexibly meet the needs of people they support. SP1.6.2 Page 7

8 Procedures for supervision and support are outline in SP1.10 Staff Supervision Policy and includeprovisions for monthly supervision, quarterly goal setting and an annual appraisal. Position descriptions are designed so that performance may be measured against the, n a quarterly basis at goal setting sessions to assist in the identification of professional development needs. Managers may also request that staff complete as skills audit (QF Staff Skills Audit) to identify training and development needs. Training needs of staff may be mapped by Managers and Team Leaders to assisting in maintaining a coordinated approach to training. St Agnes Parish Resource Department is to be notified of the training needs of staff to assist in training coordination across St Agnes Parish where possible Staff Consultation, Communication and Team Meeting Centacare Senior Management recognises that the success of an organisation is not only measured by the satisfaction of clients with service provision but by the contentment and loyalty of staff. In order to ensure a coordinated approach to staff consultation, improve the flow of information between staff and management, enhance positive work culture and provides mechanisms for feedback between staff and management. Centacare has implemented SP1.7.0 Staff Consultation, Information and Feedback Policy SP1.6.2 Page 8

9 8.5. Performance Management Centacare Management and St Agnes Parish Human Resource Department understand that the delivery of quality service is dependent on the conduct and performance of staff. To ensure conduct and performance management practices are fair, equitable and in accordance with relevant legislation QPEHR1.10 Managing Conduct Performance Policy has been implemented. 9. References Documents related to this policy Related policies Quality Management Systems Manual, SP1.10 Staff Supervision Policy, SP1.29 Leadership, Continuity and Accountability, SP1.30 Delegation Policy, SP1.32 Operational Planning, SP1.24 Senior Staff Positions, SP1.35 Monitoring Legal Compliance, SP1.26 Critical Incident Policy, SP1.25 Filing and Record Management, SP1.22 Hazard Identification and Risk Management Policy, SP1.7 Staff Consultation, Information and Feedback Policy, SP1.17 Purchasing Policy, SP1.18 Petty Cash Policy, SP1.19 Financial Delegation Policy, SP1.20 WHS General Workplace Management Policy and Procedures, SP1.21 Infection Control Policy, QPEHR Discrimination Harassment and Bullying Guidelines (Feb 2009), QPEHR Child Protection Policy - 22 September 2010, QPEHR Diocese of Lismore Code of Conduct Policy - 13 September 201, QPEHR Code of Conduct in Practice - A2 - Poster version in Publish, QPEHR Criminal Record Check Policy (Nov 2007), QPEHR1.09 Criminal Record Check Flow Chart updated 4 August 10, QPEHR1.10 Managing Conduct Performance Policy, SP1.6.2 Page 9

10 QPEHR Discrimination Bullying Harassment - Policy, QPEHR Discrimination Harassment and Bullying Guidelines (Feb 2009), QPEHR Equal Employment Opportunity Policy (Feb 2009), QPEHR Equal Employment Opportunity Guidelines (Feb 2009), QPEHR Grievance Policy - June 2012, QPEHR IT Policy - April 2012, QPEHR Leave Policy and Guidelines - April 2012, QPEHR Motor Vehicle Policy, QPEHR Privacy policy (Jan 2008), QPEHR Recruitment Policy (July 2008), QPEHR Recruitment Guidelines (Nov 2008), QPEHR Recruitment Flow Chart _Feb 2009_, QPEHR Termination Policy and Guidelines - February 2012, QPEHR Volunteers Policy (Jan 2008) QPEHR1.38 Volunteers Procedures (June 2007), QPEHR Work Health and Safety Policy - November 2011, QPEHR1.40-St Agnes Parish Workplace Major Injury Flow Chart (2), QPEHR1.41 -St Agnes Parish Workplace Minor Injury Flow Chart, QPEHR1.42 Resolving an OHS Hazard flowchart (Feb 2009), QPEHR1.43 Injury Management Program, QPEHR1.44 RTW Program Display 2010, QPEHR1.50 Workers Compensation Procedures Aug 2009, QPEHR St Agnes Parish Flexible Work Arrangements Policy, QPEHR1.53 PAC Centacare CCA Student Placement Manager HRA Checklist Forms, record keeping or other organisational documents QF Staff Skills Audit, QF1.41. Supervision Contract, QF1.42 Supervision Record Template, QF1.20 Induction Manual, QF1.8 Induction Checklist, QF1.27 Staff Development Planner 10. Revision History Reviewing and approving this policy Frequency Person responsible Approval Bi annually Angie Stewart- Business and Development Manager Tony Davies SP1.6.2 Page 10

11 Policy review and version tracking Review Date Approved Approved by Next Review Due 1 19/9/2014 Tony Davies 19/9/ SP1.6.2 Page 11