Sydney Children s Health Network: Proposed emr and IT Services Restructure

Transcription

1 Newsletter: 278/2013 Date: 20 September 2013 Distribution: All reps SCHN Contact: Your organiser Sydney Children s Health Network: Proposed emr and IT Services Restructure Correspondence regarding the proposed restructure is attached for your consideration. The best way to constructively deal with these kinds of proposals is by taking into account the concerns of the group, agreeing on a way forward and then meeting with management to present that united position. Your organiser, Lee Papas or Graham Conroy is available to facilitate such a meeting and I would encourage you to deal with the information provided in this way. Please forward all concerns via to [email protected], or [email protected], by 4 October Yours sincerely, Gerard Hayes Secretary, HSU NSW/ACT

2 Sydney Children s Hospitals Network emr Unit Proposed Roles 16 th September P a g e

3 Table of Contents Introduction... 3 Case for Proposed emr Unit... 3 Impact to emr Unit... 4 Proposed Roles (FTE)... 6 Position Descriptions... 6 Proposed Method of Filling Positions in the New Structure... 6 Timetable for Implementation... 6 Availability of Counselling and Employee Assistance Program... 7 Appendix A Position Descriptions P a g e

4 Introduction The Sydney Children s Hospital Network was formed during 2011 bringing together The Children s Hospital at Westmead and Sydney Children s Hospital at Randwick. The Network was established as a result of the Garling Review and harnesses the expertise of the two Sydney children s hospitals within one Network with the aim of improving clinical care, research opportunities, education and staff training and to advocate for a healthy future for all children. Case for Proposed emr Unit With the bringing together of the children s Hospital at Westmead (CHW) and Sydney Children s Hospital Randwick (SCH), and the introduction of emr Oncology and emm projects, the existing structure needed to be expanded and formalised. This expansion (increased staffing levels and the increased workload of the department as a whole) and formalisation process will allow the emr Unit to effectively and efficiently manage the clinical information systems required to support the newly formed Sydney Children s Hospitals Network (SCHN), emr Oncology and emm. 3 P a g e

5 Impact to emr Unit Please refer to the organisational chart below. New positions are bordered in bold red. emr Unit Manager SCHN emr System Group Manager (1.0 FTE) emr Application Group Manager (1.0 FTE) emr Integration Manager (MN) Senior System Manager (MB) System Manager (KT) System Administrator (RB) emr CCL Programmer (BP) emr CCL Programmer (LV) emr CCL Programmer (MG) emr System Group emr Application Manager Patient and Record Management (VV) emr Application Manager Scheduling (DM) emr Training and Support Officer (1.0 FTE) emr Application Manager Patient Management (1.0 FTE) emr Application Manager Scheduling (DM) Registration Group emr Training and Support Officer (1.0 FTE) emr Training & Support emr Application Manager PathNet (AK) emr Application Manager PathNet (JK) emr Application Manager PathNet [12 month contract] emr Senior Clinical Systems Analyst (GB) emr Senior Clinical Systems Analyst (MA) emr Application Group emr Application Manager Clinical Documentation (MR) emr Application Manager PowerChart (TF) emr Application Manager PowerChart (AB) emr Application Manager Clinical Documentation (1.0FTE) New permanent emr Unit Positions STAFF INCREASE It is proposed that the emr Unit will increase by 6 permanent staff. This will include the following: 1. a new tier with 2 managers a. emr Application Group Manager HSM 4 (1 FTE) and b. emr System Group Manager HSM 4 (1 FTE) 2. emr Application Manager Patient Management HSM 3 (1 FTE) 3. emr Application Manager Clinical Documentation HSM 3 (1 FTE) 4. emr Training and Support Officer HSM 2 (2 FTE) 4 P a g e

6 STAFF CHANGE It is proposed that that within the emr Unit, the current emr Application Specialist Scheduling position (HSM 2), which is currently filled by Diana Markovski, will be replaced with a new position, emr Application Manager Scheduling HSM 3. Diana handed in her resignation on Monday 23 rd August and her last day will be 19 th September. Consequently no staff will be effected by the change. Reason for Change With the introduction of Scheduling Application, the position was initially graded as HSM2 due to limited management requirements for the role. Given that the Scheduling Application has now been live with for 9 years, the need to maintain additional responsibilities across Scheduling and Patient Management, in addition to the new SCHN Randwick considerations, it was preferable to replace the HSM 2 application specialist position with a HSM 3 application Manager rather than create an additional FTE to the Unit. This new position forms part of the Registration Group in the emr Unit Organisational Chart above which provides overall support across 3 registration applications (Scheduling, Patient Management and Profile). emr Application Manager Patient and Record Management (VV) emr Application Manager Scheduling (DM) emr Application Manager Patient Management (1.0 FTE) emr Application Manager Scheduling (DM) Registration Group 5 P a g e

7 Proposed Roles (FTE) Position Classification FTE Location emr Application Group Manager HSM Level 4, 1 st Quartile 1 Westmead emr System Group Manager HSM Level 4, 1 st Quartile 1 Westmead emr Application Manager Patient Management emr Application Manager Scheduling emr Application Manager Clinical Documentation HSM Level 3, 4 th Quartile 1 Westmead HSM Level 3, 4 th Quartile 1 Westmead HSM Level 3, 4 th Quartile 1 Westmead emr Training and Support Officer HSM Level 2, Midpoint 1 Westmead Position Descriptions Refer appendix A Proposed Method of Filling Positions in the New Structure All proposed positions will be advertised externally for 2 weeks. Timetable for Implementation Developing the Proposal, Consultation with Unions, Consultation with Staff, Final Approval, Recruitment Process, Redeployment, including, duration and start/end dates Phase Completion Date Union informed and consultation 25 September 2013 Consultation with staff and declare staff affected 25 September 2013 Assessment of staff and Union comments 27 September 2013 Filling positions in the new structure 18 October 2013 Declaring unplaced & affected staff 25 October P a g e

8 Availability of Counselling and Employee Assistance Program The following counselling and vocational assessment services are available to staff: EAP is Employee Assistance Program, a free strictly confidential and professional counselling service provided by the Sydney Children s Hospital Network to all staff. Staff can access by contact details: Employee Assistance Program ph: ( ) Converge International Free call SESLHD, Employee Assistance Program, ph: (02) (Randwick staff only) 7 P a g e

9 Appendix A Position Descriptions emr System Group Manager POSITION DESCRIPTION Recruitment Type General Recruitment Position Title : emr System Group Manager Cost Centre: emr Organisation unit: The Sydney Children's Hospitals Network Location: Westmead Facility: The Children's Hospital at Westmead Award Classification: Health Managers (State) Award-Health Mgr Lvl 4 Registration/ Licence Requirements: Not Applicable Vaccination Category: B Employment Screening Check/ National Criminal Record Check: yes Working With Children Background Check: No Working With Aged Care Check: No Responsible To: emr Unit Manager (SCHN) at CHW Responsible For: Manage efficient operational support, maintenance and ongoing development of the technical components of the emr, as supported by the emr Unit. Examples of these components are system integration, interfacing, administration and programming. Manage the core components that are common to the various applications. Manage the team of emr system administrators and programmers. Lead the team to realise enhanced emr functionality to ensure long term usability across the network. Purpose Of Position: The emr Unit (previously named Clinical Application Support Unit CASU) exists within the Clinical Integration Directorate of CHW and provides expert knowledge and support to users of clinical applications including PowerChart, Clinical Documentation, Patient Management, Scheduling, PathNet, Discharge Summary and Health-e- Care. With the introduction of the SCHN MEMORY Project My Electronic Medical Online Record, the emr Unit is broadening its role to include the SCHN. The emr Unit will be working as part of the MEMORY Project throughout its duration, which includes the current PathNet Millennium Project followed by Electronic Medication Management (emm), Oncology Electronic Medical Record Pilot (emrp) and integration of the network systems into one universally accessible record. As each of these projects go-live the emr will continue to evolve, with the emr Unit 8 P a g e

10 continuing to provide ongoing support, maintenance and development across application management, system management, programming, reporting and business analysis of the emr. The emr System Group Manager will be one of two Group Managers within the emr Unit. The primary responsibility will be leading a team of emr system administrators and programmers to progressively implement Cerner Millennium emr system requirements at CHW, whilst ensuring longer term usability across the network. The position will be involved in initiatives that align the clinical and Information Management and Technology (IM&T) strategies of The Sydney Children s Hospital Network and NSW Health. The duties and responsibilities of the position are to be carried out in a manner that is consistent with the mission, values and operating systems of The Sydney Children s Hospitals Network and in-line with NSW Health s Code of Conduct. Key Accountabilities: Provide management and leadership in the planning and delivery of the emr System Group initiatives in accordance with standards, policies and the SCHN IM&T Strategy. Directly manage, direct and lead all staff and activities within the emr System Group to deliver a high quality service consistent with the specific needs of the clinical application users and the SCHN IM&T Strategy. Manage the emr System Group through Cerner version or Application upgrade tasks including functional and business unit testing. Manage security, printer configuration and other core components of the Millennium system. Evaluate and monitor the performance of the reporting staff against pre-determined performance standards Ensure that reporting staff are appropriately skilled to perform the tasks required of them, and recommend appropriate training and development Monitor the utilisation of staff resources to ensure that the highest level of productivity is achieved Provide professional advice and direction to all staff within the emr System Group Develop, implement and maintain emr System Group work plans to deliver the tasks within agreed timeframes, resources and designated budget (if applicable). Assist the emr Unit (SCHN) Manager in developing budget and annual business plans Assist the emr Application Group Manager in ensuring that the training and support needs of users are met. Seek advice when a policy requires review or development to support application changes Establish procedures for evaluating and maintaining the quality of hospital clinical information. Take a proactive approach to continuous quality improvement in the areas of emr system management requirements. Ensure changes to the system follow agreed conventions. Coordinate the planning, implementation, documentation and ongoing support of all emr system management requirements to enhance the emr. Manage the interaction with the external stakeholders and coordinate the demand on emr System Group resources. Manage and provide direction to staff on all aspects of change control for CHW, SCHN and NSW Health State Standard Build that are relevant to the emr System Group. Maintain professional contacts with other organisations, research bodies and equipment manufacturers and vendors, concerning computer hardware and software. Keep informed of new developments to ensure that the Network information systems and services are continually being improved. Explore, evaluate and make recommendations about future clinical IM & T solutions relevant to the emr System Group. Investigate issues and document potential solutions for presentation to relevant Hospital/Network committees and working groups Provide advice to the emr Unit (SCHN) Manager on potential, new and revised systems and integration issues. 9 P a g e

11 Participate in governance committees for CHW and SCH where required Address, prioritise and manage competing demands on the emr System Group Work in close liaison with the emr Application Group Manager. Liaise with relevant stakeholders as required. RISK MANAGEMENT 1. All employees at all levels have a role to play in managing risk. The SCHN encourages and supports the active involvement of staff in the risk management process. Employees are expected to proactively contribute to the identification, reporting and minimisation of risks. 2. Department Heads and Supervisors must: Accept accountability for identifying, minimising and managing organisational risks by applying risk management principles outlined in the Risk Management Policy. Develop a risk conscious work-place by educating and supporting staff in proactively identifying, reporting and mitigating risks. Ensure that plans are developed to identify, assess and treat risks. Contribute to the development, maintenance and monitoring of the SCHN Risk Register. Organisational change initiative development and implementation. Ensuring the solution is safe to implement Measuring post implementation change and benefits achieved. Manage and plan for sustainable solutions, addressing redundancy and remediation processes Challenges/Problem Solving : Refer to above Communication : Refer to above Decision Making : Refer to above Selection Criteria 1. Tertiary qualifications in health management or information technology management or equivalent experience in a complex health facility. 2. Extensive proven experience in the management and support of clinical application production systems 3. Demonstrated ability to understand the interrelationships of integration, interfaces, extracts and reporting in the context of a clinical system 4. Demonstrated project, financial, vendor and staff management skills and experience 5. Excellent planning, time management and organisational skills particularly in the area of managing multiple tasks and multi-disciplinary issues. 6. Proven experience in leading a multidisciplinary team to deliver high quality, customer focused outcomes. 7. Highly developed oral and written communication skills, with the ability to communicate with senior management, vendors and relevant internal and external stakeholders. 10 P a g e

12 8. High level conceptual and analytical skills and the ability to foster a culture of learning by exploring creative solutions. Staffing : Staff management responsibility of emr System Group (system integration, interfacing, administration and programming) within the emr Unit Budget : TBC Financial Delegation: Financial Delegations is in accordance with the Delegations Manual. 11 P a g e

13 emr Application Group Manager POSITION DESCRIPTION Recruitment Type General Recruitment Position Title : emr Application Group Manager Cost Centre: emr Organisation unit: The Sydney Children's Hospitals Network Location: Westmead Facility: The Children's Hospital at Westmead Award Classification: Health Managers (State) Award-Health Mgr Lvl 4 Registration/ Licence Requirements: Not Applicable Vaccination Category: B Employment Screening Check/ National Criminal Record Check: yes Working With Children Background Check: No Working With Aged Care Check: No Responsible To: emr Unit Manager (SCHN) at CHW Responsible For: Manage efficient operational support, maintenance and ongoing development of the clinical applications supported by the emr Unit at The Children s Hospital at Westmead (CHW). Examples of current supported clinical applications at CHW are Cerner Patient Management, Scheduling, PowerChart, Clinical Documentation, PathNet, Discharge Summary and Health-e-Care (the list of supported applications will continue to grow and evolve) Manage the team of emr Application Managers, Clinical Trainers and Business Analysts who provide expert knowledge and support to users of these clinical applications. Lead the team to realise enhanced functionality and scope of the emr as defined for the Westmead Site, ensuring longer term usability across the network Purpose Of Position: The emr Unit (previously named Clinical Application Support Unit CASU) exists within the Clinical Integration Directorate of CHW and provides expert knowledge and support to users of clinical applications including PowerChart, Clinical Documentation, Patient Management, Scheduling, PathNet, Discharge Summary and Health-e- Care. 12 P a g e

14 With the introduction of the SCHN MEMORY Project My Electronic Medical Online Record, the emr Unit is broadening its role to include the SCHN. The emr Unit will be working as part of the MEMORY Project throughout its duration, which includes the current PathNet Millennium Project followed by Electronic Medication Management (emm), Oncology Electronic Medical Record Pilot (emrp) and integration of the network systems into one universally accessible record. As each of these projects go-live the emr will continue to evolve, with the emr Unit continuing to provide ongoing support, maintenance and development across application management, system management, programming, reporting and business analysis of the emr. The emr Application Group Manager will be one of two Group Managers within the emr Unit. The primary responsibility will be leading a team of emr Application Managers, Clinical Trainers and Business Analysts to progressively implement Cerner Millennium clinical systems at CHW, whilst ensuring longer term usability across the network. The position will be involved in initiatives that align with the clinical and Information Management and Technology (IM&T) strategies of The Sydney Children s Hospital Network and NSW Health. The duties and responsibilities of the position are to be carried out in a manner that is consistent with the mission, values and operating systems of The Sydney Children s Hospitals Network and in-line with NSW Health s Code of Conduct. Key Accountabilities : Provide management and leadership in the planning and delivery of clinical application maintenance, support and development initiatives in accordance with standards, policies and the SCHN IM&T Strategy. Direct and lead all staff and activities within the emr Application Group to deliver a high quality service consistent with the specific needs of the clinical application users and the SCHN IM&T Strategy Evaluate and monitor the performance of the reporting staff against pre-determined performance standards Ensure that reporting staff are appropriately skilled to perform the tasks required of them, and recommend appropriate training and development Monitor the utilisation of staff resources to ensure that the highest level of productivity is achieved Provide professional advice and direction to all staff within the emr Application Group Develop, implement and maintain emr Application Group work plans to deliver the tasks within agreed timeframes, resources and designated budget (if applicable). Assist the emr Unit (SCHN) Manager in developing budget and annual business plans Oversee support of clinicians who use clinical systems managed by emr Application Group. Work with Medical Records to develop policies and procedures for the privacy, confidentiality and sensitivity of patient information in the emr Seek advice when a policy requires review or development to support application changes Establish procedures for evaluating and maintaining the quality of hospital clinical information. Take a proactive approach to continuous quality improvement in the areas of clinical application support aligning with better practice Coordinate the delivery of change management, business process improvement and benefits realization through effective stakeholder management, and the implementation of technical solutions to support clinical workflow Coordinate the planning, implementation, documentation and ongoing support of all clinical systems within the emr Application Group to enhance the emr. Manage the interaction with key stakeholders and coordinate the demand on emr Application Group resources. Provide direction in the management of all aspects of change control/management for CHW, SCHN and NSW Health State Standard Build that are relevant to the emr Application Group Manage the emr Application Group through Cerner version or Application upgrade tasks including functional and business unit testing. 13 P a g e

15 Maintain professional contacts with other organisations, research bodies and equipment manufacturers and vendors, concerning computer hardware and software. Keep informed of new developments to ensure that the Network's Information Systems and Services are continually being improved. Explore, evaluate and make recommendation about future clinical IM & T solutions relevant to the emr Application Group Ensure staff follow agreed change control and issue tracking processes, from identification to resolution and ensure documentation is completed, up to date and reported Investigate issues and document potential solutions for presentation to relevant Hospital/Network committees and working groups Provide advice to the emr Unit (SCHN) Manager on potential, new and revised systems and integration issues. Participate in governance committees for CHW and SCH where required Address, prioritise and manage competing demands on the emr Application Group Work in close liaison with the emr System Group Manager. Work in close liaison with the Medical Records Manager on issues related to the emr Liaise with relevant stakeholders as required. RISK MANAGEMENT 1. All employees at all levels have a role to play in managing risk. The SCHN encourages and supports the active involvement of staff in the risk management process. Employees are expected to proactively contribute to the identification, reporting and minimisation of risks. 2. Department Heads and Supervisors must: Accept accountability for identifying, minimising and managing organisational risks by applying risk management principles outlined in the Risk Management Policy. Develop a risk conscious work-place by educating and supporting staff in proactively identifying, reporting and mitigating risks. Ensure that plans are developed to identify, assess and treat risks. Contribute to the development, maintenance and monitoring of the SCHN Risk Register. Organisational change initiative development and implementation. Ensuring the solution is safe to implement Measuring post implementation change and benefits achieved. Manage and plan for sustainable solutions, addressing redundancy and remediation processes Challenges/Problem Solving : Refer to above Communication : Refer to above Decision Making : Refer to above Selection Criteria 1. Tertiary qualifications in health management or information technology management or equivalent experience in a complex health facility. 2. Extensive proven experience in the management and support of clinical application Production systems 14 P a g e

16 3. Demonstrated ability to understand the interrelationships of the various applications used in the context of a clinical environment 4. Demonstrated project, financial, vendor and staff management skills and experience 5. Excellent planning, time management and organisational skills particularly in the area of managing multiple tasks and multi-disciplinary issues. 6. Proven experience in leading a multidisciplinary team to deliver high quality, customer focused outcomes. 7. Highly developed oral and written communication skills, with the ability to communicate with senior management, vendors and relevant internal and external stakeholders. 8. High level conceptual and analytical skills and the ability to foster a culture of learning by exploring creative solutions. Staffing : Staff management responsibility of emr Application Group (emr Application Managers, Clinical Trainers and Business Analysts) within the emr Unit Budget : TBC Financial Delegation: Financial Delegations is in accordance with the Delegations Manual. 15 P a g e

17 emr Application Manager - Patient Management Position Title: emr Application Manager - Patient Management emr Unit % Organisation Unit: NSW Health Service - Sydney Children s Hospital Network Location: Westmead Facility: The Children's Hospital at Westmead Clin Integration-N Information Serv-N Award Classification: Health Managers-Health Mgr Lvl 3 Responsible To : emr Application Group Manager Responsible For : Managing and maintaining the Patient Management Cerner applications to support the day-to-day delivery of clinical care Modifying and expanding Patient Management based on requirements from service departments and clinical users Assist with Scheduling and Profile application maintenance Purpose Of Position : The emr Unit exists within the Clinical Integration Directorate of the Children s Hospital at Westmead (CHW). The Unit provides expert knowledge and support to users of clinical applications including the Cerner HNA Millennium and MCare suite of products. The emr Unit liaises with system users, including clinicians to bring together clinical systems and work practice. The development of policies and procedures to reflect the new technology and changing practices is also integral to the functioning of the Unit. A high priority of the Unit is the transition to a paperless Electronic Medical Record (emr) which will bring improvement in patient care through immediate access to clinical, patient demographic and scheduling information. The emr Application Manager - Patient Management is a key member of the emr Unit, providing management advice, support and guidance for the implementation and ongoing development of the Patient Management Millennium application at CHW. Support includes timely issue management; solution maintenance and development; upgrade testing; interface and integration testing; development of custom queries, extracts and reports. This position will need to understand business and user requirements, provide management advice and guidance to clerical staff and other stakeholders for the implementation and ongoing support of the Patient Management applications. This position will have shared responsibility for the support of the Cerner Millennium Patient Management, Scheduling and Profile Applications implemented at CHW. Day to Day Activities Manage, develop and maintain the Patient Management applications Provide advice and support to Patient Management users across the Hospital Assist in coordinating the implementation of Patient Management, Profile and Scheduling applications Assist with the management and maintenance of Scheduling and Profile application. Review the Patient Management application to facilitate the production of HIE/EDWARD and other extracts required for State and local reporting. Assist in the review of proposed and developed enhancements and functionality specifications 16 P a g e

18 Maintain a detailed understanding of relevant system and business operations supported by Patient Management Conduct ongoing system analysis and recommend new work practices for end users of Patient Management Assist in ongoing system analysis and recommend new work practices for end users of Scheduling and Profile. Design and build rules and conversations based on requirements from Patient Management users. Assist in the design and build of Scheduling based on requirements from Scheduling users. Develop test plans, reports and extracts from a Patient Management user perspective. Assist with developing test plans, reports and extracts from a Scheduling and Profile user perspective Establish and maintain documentation in all aspects of the Patient Management applications. Assist in maintaining documentation in all aspects of the Scheduling and Profile application. Modify or expand patient data items based on requirements from Patient Management and Scheduling business unit managers Support IT Services staff and trainers with guidance on Patient Management, Scheduling and Profile business practices prior to and/or during training sessions Active involvement in planning, documentation and delivery of tasks associated with the Hospital s IM&T Strategic Plan, in particular the development and implementation of the electronic medical record Assist in establishing procedures for evaluating and maintaining the quality of hospital information, and data integrity Assist in hosting reviewers and visitors to SCHN Assist in the development and documentation of policies and procedures for the emr Unit Assist in the development and implementation of end user training strategies Assist in the development of policies and procedures for the privacy, confidentiality and sensitivity of patient information in electronic health records Assist in the planning, implementation, and ongoing support of all clinical information systems to enhance the electronic medical record Assist with the documentation of all aspects of change control/management for CHW and any DoH State Standard Build Assist with the management and coordination of application upgrades from the end user perspective Assist in providing post-implementation support Participate in Post Implementation Review Conduct business analysis and assess work processes for new department implementations Develop report specifications in conjunction with managers at all levels Develop test plans and test reports and extracts from an integration perspective Ensure system developments are built to CHW standards, function as designed and are integrated with all Millennium modules. Establish and maintain documentation in all aspects of the emr Unit including application, feeder systems, support and policies Explore, evaluate and make recommendation about clinical IM & T solutions not yet utilised Facilitate the change control process and issue tracking process from identification to resolution and ensure documentation is completed and up to date Investigate issues and document potential solutions for review and presentation to relevant Hospital committees and working groups Liaise with vendor in relation to key user issues and the communication of enhancement requests to support business processes Liaise with Health Share in relation to key user issues and the communication of enhancement requests to support business processes and the State Base Build Log and follow up on system related issues with the vendor Monitor the effectiveness of training and take corrective action where identified Participate in testing of the Cerner and other clinical systems as required (eg. Inpatient Summary, Health-e- Care and IWM) 17 P a g e

19 Provide advice and support to clinical users and business unit managers within CHW Prepare briefing papers and proposal documents to be presented to the CHW executive Provide end user support as required in the implementation and post implementation phases of Projects undertaken by CHW Provide second level end user support and follow the application support escalation policies and procedures Work with other ISD departments e.g. IT Services and Medical Records in order to resolve user support calls in a timely manner Staff Supervision Providing quality control on work carried out by staff internal and external to Clinical Integration Division, software suppliers and contractors. Assist in ensuring that staff resources are utilised efficiently. Manage the review of current business processes in conjunction with the Business Unit Managers to enable the monitoring of staff performance and adoption of practice changes implemented to support staff appraisals Liaison Develop and maintain a professional rapport with Vendors. Develop and maintain relationships with clinical and administrative staff across the Hospital. Liaise closely with the Departments within the Information Services to ensure successful outcomes of projects. Liaise closely with other Application Managers and Specialists to ensure synchronisation of data, tables and notification of upgrades of the other applications. Liaise with users, Service Departments, emr Unit staff and Manager, emr Unit for ongoing development and support of clinical applications. Consult and liaise with Service Department Heads or their delegates regarding their clinical and work practice requirements for Cerner Millennium. Liaise with the Support and Training Manager to ensure that the training and support needs of clinical users are met. Establish and maintain a relationship with Medical Records/Patient administration and clinical leadership groups in order to support implementation of Hospital Policy on privacy and security in relation to electronic medical records. Establish a rapport with peers at other Area Health Services, organisations, research bodies and vendors, to ensure information sharing. Liaison with Electronic Medical Record Management Group in terms of broad direction and training and support recommendations as required. Liaison with Patient Management Group in terms of broad direction and training and support recommendations as required. Consult users and clients regularly to identify new needs and requirements, achieve benefits of the clinical systems and advise them regularly on progress of the Cerner Millennium system. Develop and maintain a professional relationship with the Department of Health. HealthTechnology and other Area Health Services to assist with ongoing development and maintenance of the State Standard Build Strategy for the Electronic Medical Record and Patient Management. Staff Training Provide process and methodology support to all team members within emr Unit. Assist in disseminating and educating staff on policies of Information Services Division and the Hospital. 18 P a g e

20 Provide information to the Cerner Millennium Application Managers in emr Unit in order to support their role within the Hospital. Disseminate and educate staff within the Clinical Integration Division on the Unit s policies and procedures to ensure a high level of support for all users across the Hospital. Reporting Responsibility This position will report and be accountable to the Manager, emr Unit within the Information Services Division on a day to day basis Provide a weekly report to the Manager, emr Unit on activities, projects, and progress against agreed plans and performance objectives. Assist with the preparation of reports to clinical and information groups within the hospital. Personal Responsibility Maintain current knowledge of all relevant issues relating to Cerner Millennium applications and other Clinical Care/ Electronic Medical Record trends. Assist in providing leadership, risk management, cost avoidance and strategy formulation. Attend formal training in order to update knowledge when applicable Commit to a personal program of ongoing professional development. Keep informed of new developments and trends in relation to clinical system activities across NSW Health, other Area Health Services and the industry in general to ensure that the Hospital's systems and services are continually being improved. Participate in relevant user group meetings at a local and state level to ensure support of the development of the Electronic Medical Record. Participate in relevant user group meetings at a local and state level to ensure support of the development of Patient Management, Scheduling and Profile. Corporate Responsibility: Keep Clinical Integration Division and Hospital Management abreast of trends and developments in relation to the Electronic Medical Record and Patient Management activities across NSW Health, other Area Health Services and the industry in general. Participate and lead committees as required to support these activities Ensure that all hospital, departmental and employment policies are adhered to. Ensure that all policies are adhered to as they relate to employment and the Electronic Medical Record and Patient Management applications. Maintain current knowledge of all relevant issues relating to IM&T and NSW Health trends in order to provide leadership, risk management, cost avoidance and strategy formulation. Selection Criteria 1. Detailed knowledge and experience with key patient administration and medical record functions of the hospital and their relationship to other clinical and hospital processes 2. Knowledge and experience working with Cerner Systems 3. Ability to analyse and document work procedures 4. Excellent planning, time management, analytical and organisational skills 5. Demonstrated capacity to manage and perform within a multi-disciplinary team 6. Excellent written and oral communication skills with demonstrated ability to nteract effectively with all levels of staff 19 P a g e

21 7. Commitment to quality and assisting hospital achieve benefits from system implementation 8. Proven track record in motivating hospital staff in adopting and using hospital systems Staffing : Nil Budget : N/A Financial Delegation: Financial Delegation in accordance with the Delegations Manual 20 P a g e

22 Position Title: emr Application Manager - Scheduling Cost Centre: emr emr Application Manager - Scheduling Organisation unit: The Sydney Children's Hospitals Network Location: Westmead Facility: The Children's Hospital at Westmead Award Classification: Health Managers (State) Award-Health Manager Level 3 Registration/ Licence Requirements: Not Applicable Vaccination Category: B Responsible To: emr Application Group Manager Responsible For: Managing, maintaining and developing Scheduling applications to support the day-to-day delivery of clinical care at CHW, ensuring longer term usability across the network. Modifying and expanding Scheduling based on requirements from service departments and clinical users. Assisting with Patient Management and Profile application maintenance. Purpose of Position: The emr Unit (previously named Clinical Application Support Unit CASU) exists within the Clinical Integration Directorate of CHW and provides expert knowledge and support to users of clinical applications including PowerChart, Clinical Documentation, Patient Management, Scheduling, PathNet, Discharge Summary and Health-e- Care. With the introduction of the SCHN MEMORY Project My Electronic Medical Online Record, the emr Unit is broadening its role to include the SCHN. The emr Unit will be working as part of the MEMORY Project throughout its duration, which includes the current PathNet Millennium Project followed by Electronic Medication Management (emm), Oncology Electronic Medical Record Pilot (emrp) and integration of the network systems into one universally accessible record. As each of these projects go-live the emr will continue to evolve, with the emr Unit continuing to provide ongoing support, maintenance and development across application management, system management, programming, reporting and business analysis of the emr. The EMR Application Manager is a key member of the emr Unit throughout the SCHN MEMORY Project, providing management, maintenance and development of the Scheduling application at CHW. The position will assist with the progressive implementation of Scheduling at CHW, whilst ensuring longer term usability across the network by interpreting business and user requirements to support the business practice and patient care. 21 P a g e

23 The position will be involved in initiatives that align with the clinical and Information Management and Technology (IM&T) strategies of The Sydney Children s Hospital Network and NSW Health. The duties and responsibilities of the position are to be carried out in a manner that is consistent with the mission, values and operating systems of The Sydney Children s Hospitals Network and in-line with NSW Health s Code of Conduct. Key Accountabilities: Day to Day Activities Manage, develop and maintain the Scheduling applications Provide advice and support to Scheduling users across the Hospital Assist in coordinating the implementation of Patient Management, Profile and Scheduling applications Assist with the management and maintenance of Patient Management and ProFile functions and database contents of Millennium across the Hospital. Review the Scheduling application to facilitate the production of HIE/EDWARD and other extracts required for State and local reporting Assist with the review of the Patient Management application to facilitate the production of HIE/EDWARD and other extracts required for State and local reporting. Assist in the review of proposed and developed enhancements and functionality specifications Maintain a detailed understanding of relevant system and business operations supported by the Scheduling/Patient Management/ProFile team. Conduct ongoing system analysis and recommend new work practices for end users of Scheduling. Assist in ongoing system analysis and recommend new work practices for end users of Patient Management and Profile. Design and build scheduling items (books, resource, appointment etc.) based on requirements from Scheduling users. Develop and maintain test plans, reports and extracts from a scheduling user perspective. Establish and maintain documentation in all aspects of the Scheduling application. Assist in maintaining documentation in all aspects of the Patient Management and Profile applications. Modify or expand patient data items based on requirements from Scheduling business unit managers. Support IT Services staff and trainers with guidance on Patient Management, Scheduling and Profile business practices prior to and/or during training sessions Active involvement in planning, documentation and delivery of tasks associated with the Hospital s IM&T Strategic Plan, in particular the development and implementation of the electronic medical record. Assist in establishing procedures for evaluating and maintaining the quality of hospital information, and data integrity. Assist in hosting reviewers and visitors to SCHN. Assist in the development and documentation of policies and procedures for the emr Unit. Assist in the development and implementation of end user training strategies. Assist in the development of policies and procedures for the privacy, confidentiality and sensitivity of patient information in electronic health records. Assist in the planning, implementation, and ongoing support of all clinical information systems to enhance the electronic medical record. Assist with the management and maintenance of other system functions and database contents of Millennium across the Hospital. Assist in ensuring that users understand the Hospital data security and information privacy policies and their responsibility in preserving the confidentiality of patient information. Assist in managing and maintaining data integrity. 22 P a g e

24 Work with business unit managers regarding the analysis of existing and future business processes and develop the clinical system to support these new processes. Assist in the development of end-user documentation and participate in end-user training as required. Attend training in relation to the further understanding of tools and developments within the Cerner application. Conduct business analysis and assess work processes for new department implementations. Work in close liaison with other members of the emr Unit in particular with the Patient Management. Work and liaise with relevant internal/external stakeholders as required. Assist in the planning, implementation, and ongoing support of all clinical information systems to enhance the electronic medical record Assist with the documentation of all aspects of change control/management for CHW and any DoH State Standard Build. Assist with the management and coordination of application upgrades from the end user perspective. Assist in providing post-implementation support. Participate in Post Implementation Review. Conduct business analysis and assess work processes for new department implementations. Develop report specifications in conjunction with managers at all levels. Develop test plans and test reports and extracts from an integration perspective. Ensure system developments are built to CHW standards, function as designed and are integrated with all Millennium modules. Establish and maintain documentation in all aspects of the emr Unit including application, feeder systems, support and policies. Explore, evaluate and make recommendation about clinical IM & T solutions not yet utilised. Facilitate the change control process and issue tracking process from identification to resolution and ensure documentation is completed and up to date. Investigate issues and document potential solutions for review and presentation to relevant Hospital committees and working groups. Liaise with Vendor in relation to key user issues and the communication of enhancement requests to support business processes. Liaise with Health Share in relation to key user issues and the communication of enhancement requests to support business processes and the State Base Build. Log and follow up on system related issues with the Vendor. Monitor the effectiveness of training and take corrective action where identified. Participate in testing of the Cerner and other clinical systems as required (e.g. Inpatient Summary, Health-e-Care and IWM). Provide advice and support to clinical users and business unit managers within CHW. Prepare briefing papers and proposal documents to be presented to the CHW executive. Provide end user support as required in the implementation and post implementation phases of Projects undertaken by CHW. Provide second level end user support and follow the application support escalation policies and procedures. Work in close liaison with all Departments within the Division of Clinical Integration to ensure successful outcomes of projects. Develop and maintain a professional relationship with the NSW Health. Health Share and other Local Health Districts to assist with ongoing development and maintenance of the State Standard Build Strategy for the emr. Maintain current knowledge of all relevant issues relating to Cerner Millennium applications and other emr trends. Assist with the preparation of reports to clinical and information groups within the hospital. Staff Supervision Manage the review of current business processes in conjunction with the Business Unit Managers to enable the monitoring of staff performance and adoption of practice changes implemented to support staff appraisals. 23 P a g e

25 Provide quality control on work carried out by staff internal and external to Information Services Division, software suppliers and contractors. Assist in ensuring that staff resources are utilised efficiently. RISK MANAGEMENT 1. All employees at all levels have a role to play in managing risk. The SCHN encourages and supports the active involvement of staff in the risk management process. Employees are expected to proactively contribute to the identification, reporting and minimisation of risks. 2. Department Heads and Supervisors must: Accept accountability for identifying, minimising and managing organisational risks by applying risk management principles outlined in the Risk Management Policy. Develop a risk conscious work-place by educating and supporting staff in proactively identifying, reporting and mitigating risks. Ensure that plans are developed to identify, assess and treat risks. Contribute to the development, maintenance and monitoring of the SCHN Risk Register. Organisational change initiative development and implementation. Ensuring the solution is safe to implement Measuring post implementation change and benefits achieved. Manage and plan for sustainable solutions, addressing redundancy and remediation processes Challenges/Problem Solving: Refer to above Communication: Refer to above Decision Making: Refer to above Selection Criteria: 1. Detailed knowledge and experience with key outpatient processes of the hospital and their relationship to other clinical and hospital processes 2. Detailed knowledge and experience working with Cerner Applications 3. Ability to analyse and document work flow and procedures 4. Previous experience with the management/system administration or support of an IT solution 5. Strong customer focus and quality service orientation appropriate to providing support to service departments and end users of clinical information systems 6. Excellent planning, time management and organisational skills particularly in the area of managing multiple tasks and multi-disciplinary issues 7. Demonstrated ability to interact effectively with all levels of staff and resolve conflict when required 8. Proven track record in motivating hospital staff in adopting and using hospital systems 24 P a g e

26 emr Application Manager Clinical Documentation POSITION DESCRIPTION DRAFT Recruitment Type General Recruitment Position Title : emr Application Manager Clinical Documentation Cost Centre: emr Organisation unit: The Sydney Children's Hospitals Network Location: Westmead Facility: The Children's Hospital at Westmead Award Classification: Health Managers (State) Award-Health Mgr Lvl 3 Registration/ Licence Requirements: Not Applicable Vaccination Category: B Responsible To: emr Application Group Manager at CHW Responsible For: Managing and maintaining Clinical Documentation to support the day-to-day delivery of clinical care, as well as fostering and maintaining relationships with clinical users and business unit managers Ensure longer term usability of Clinical Documentation across the network Purpose Of Position: The emr Unit (previously named Clinical Application Support Unit CASU) exists within the Clinical Integration Directorate of CHW and provides expert knowledge and support to users of clinical applications including PowerChart, Clinical Documentation, Patient Management, Scheduling, PathNet, Discharge Summary and Health-e- Care. With the introduction of the SCHN MEMORY Project My Electronic Medical Online Record, the emr Unit is broadening its role to include the SCHN. The emr Unit will be working as part of the MEMORY Project throughout its duration, which includes the current PathNet Millennium Project followed by Electronic Medication Management (emm), Oncology Electronic Medical Record Pilot (emrp) and integration of the network systems into one universally accessible record. As each of these projects go-live the emr will continue to evolve, with the emr Unit continuing to provide ongoing support, maintenance and development across application management, system management, programming, reporting and business analysis of the emr. The EMR Application Manager Clinical Documentation is a key member of the emr Unit throughout the SCHN MEMORY Project, providing management, maintenance and development of the Clinical Documentation applications at CHW. The position will assist with the progressive implementation of the emr at CHW, whilst ensuring longer term usability across the network during the SCH MEMORY Project. 25 P a g e

27 The position will be involved in initiatives that align with the clinical and Information Management and Technology (IM&T) strategies of The Sydney Children s Hospital Network and NSW Health. The duties and responsibilities of the position are to be carried out in a manner that is consistent with the mission, values and operating systems of The Sydney Children s Hospitals Network and in-line with NSW Health s Code of Conduct. Key Accountabilities : Day to Day Activities Assist with the management and maintenance of the Clinical Documentation component of Millennium across the Hospital. Design and build forms, tables, screens and views based on requirements from Clinical Documentation users. Ensure that Clinical Documentation development is aligned with the strategic direction of the electronic medical record. Develop test plans, report specifications and extracts from a Clinical Documentation user perspective. Establish and maintain documentation in all aspects of Clinical Documentation. Ongoing system analysis and recommending new work practices for end users of Clinical Documentation. Ensure system developments are built to CHW standards, function as designed and are integrated with all Millennium modules. Assist the business unit managers with the analysis of existing and future business processes and develop the clinical system to support these new processes. Active involvement in planning, documentation and delivery of tasks associated with the Hospital s IM&T Strategic Plan, in particular the development and implementation of the electronic medical record Assist in establishing procedures for evaluating and maintaining the quality of hospital information, and data integrity Assist in hosting reviewers and visitors to SCHN Assist in the development and documentation of policies and procedures for the emr Unit Assist in the development and implementation of end user training strategies Assist in the development of policies and procedures for the privacy, confidentiality and sensitivity of patient information in electronic health records Assist in the planning, implementation, and ongoing support of all clinical information systems to enhance the electronic medical record Assist with the documentation of all aspects of change control/management for CHW and any DoH State Standard Build Assist with the management and coordination of application upgrades from the end user perspective Assist in providing post-implementation support Participate in Post Implementation Review Assist in conducting business analysis and assess work processes for new department implementations Develop report specifications in conjunction with managers at all levels Develop test plans and test reports and extracts from an integration perspective Ensure system developments are built to CHW standards, function as designed and are integrated with all Millennium modules. Establish and maintain documentation in all aspects of the emr Unit including application, feeder systems, support and policies Explore, evaluate and make recommendation about clinical IM & T solutions not yet utilised Facilitate the change control process and issue tracking process from identification to resolution and ensure documentation is completed and up to date 26 P a g e

28 Investigate issues and document potential solutions for review and presentation to relevant Hospital committees and working groups Liaise with Vendor in relation to key user issues and the communication of enhancement requests to support business processes Liaise with Health Share in relation to key user issues and the communication of enhancement requests to support business processes and the State Base Build Log and follow up on system related issues with the Vendor Monitor the effectiveness of training and take corrective action where identified Participate in testing of the Cerner and other clinical systems as required (eg. Inpatient Summary, Health-e- Care and IWM) Provide advice and support to clinical users and business unit managers within CHW Prepare briefing papers and proposal documents to be presented to the CHW executive Provide end user support as required in the implementation and post implementation phases of Projects undertaken by CHW Provide second level end user support and follow the application support escalation policies and procedures Work in close liaison with the emr Application Managers Clinical Documentation to ensure standardisation and consistency across the Clinical Documentation components in Millennium Work in close liaison with the emr System Group Work in close liaison with all Departments within the Division of Clinical Integration to ensure successful outcomes of projects Develop and maintain a professional relationship with the NSW Health. Health Share and other Local Health Districts to assist with ongoing development and maintenance of the State Standard Build Strategy for the emr Maintain current knowledge of all relevant issues relating to Cerner Millennium applications and other emr trends Assist with the preparation of reports to clinical and information groups within the hospital Staff Supervision Provide quality control on work carried out by staff internal and external to Information Services Division, software suppliers and contractors. Assist in ensuring that staff resources are utilised efficiently. Assist in managing the review of current business processes in conjunction with the emr Business Analysts and Business Unit Managers to enable the monitoring of staff performance and adoption of practice changes implemented to support staff appraisals. RISK MANAGEMENT 1. All employees at all levels have a role to play in managing risk. The SCHN encourages and supports the active involvement of staff in the risk management process. Employees are expected to proactively contribute to the identification, reporting and minimisation of risks. 2. Department Heads and Supervisors must: Accept accountability for identifying, minimising and managing organisational risks by applying risk management principles outlined in the Risk Management Policy. 27 P a g e

29 Develop a risk conscious work-place by educating and supporting staff in proactively identifying, reporting and mitigating risks. Ensure that plans are developed to identify, assess and treat risks. Contribute to the development, maintenance and monitoring of the SCHN Risk Register. Organisational change initiative development and implementation. Ensuring the solution is safe to implement Measuring post implementation change and benefits achieved. Manage and plan for sustainable solutions, addressing redundancy and remediation processes Challenges/Problem Solving : Refer to above Communication : Refer to above Decision Making : Refer to above Selection Criteria 1. Relevant qualifications in Nursing, Allied Health, Medical, Applied Science or Information Technology. Knowledge and experience working with Cerner applications 2. Knowledge of clinical information management needs within an acute care environment and detailed knowledge of patient Clinical Documentation processes 3. Previous experience in the management and support of clinical application Production systems 4. Strong customer focus and quality service orientation appropriate to providing support to service departments and end users of clinical information systems 5. Excellent planning, time management and organisational skills particularly in the area of managing multiple tasks and multi-disciplinary issues 6. Demonstrated ability to interact effectively with all levels of staff and resolve conflict when required 7. Demonstrated high level of interpersonal, analytical and negotiation skills appropriate to implementing change in a clinical environment 8. Proven track record in motivating hospital staff in adopting and using hospital systems 28 P a g e

30 emr Clinical Training and Support Officer Cost Centre Organisation Unit NSW Health Service The Sydney Children s Hospitals Network Location Westmead Facility The Children s Hospital at Westmead Award Classification Health Service Manager Level 2 Responsible to emr Application Group Manager Responsible for Conducting end user emr training Ongoing support to emr end users Purpose of the position The emr Unit (previously named Clinical Application Support Unit CASU) exists within the Clinical Integration Directorate of CHW and provides expert knowledge and support to users of clinical applications including PowerChart, Clinical Documentation, Patient Management, Scheduling, PathNet, Discharge Summary and Health-e- Care. The planning, application build and implementation of the emr are collectively referred to as the SCHN MEMORY Project. The emr Unit will be working as part of the MEMORY Project throughout its duration, which includes the current PathNet Millennium Project followed by Electronic Medication Management (emm), Oncology Electronic Medical Record Pilot (emrp) and integration of the network systems into one universally accessible record. As each of these projects go-live the emr will continue to evolve, with the emr Unit continuing to provide ongoing support, maintenance and development across application management, system management, programming, reporting and business analysis of the emr. The emr Clinical Training & Support Officer is a member of the emr Unit and provides support to users of clinical applications, including PowerChart, Clinical Documentation, Patient Management, Scheduling, PathNet, Discharge Summary and Health-e-Care. They will also be required to support the future extended emr and emm solutions. The MEMORY Projects will continue to deliver comprehensive clinical information solutions to SCHN and this role will be important to the success of the emr. The primary responsibility will be conducting end user emr training for all new staff to CHW and in the longer term for SCHN. The position will also provide ongoing support to emr users which includes assessing capabilities by testing competency, providing remedial training where required, troubleshooting where erroneous use of the emr has resulted in incidents and retraining when new functionality is introduced. The emr Clinical Training and Support Officer will liaise between the emr Unit staff and the end users. The position will be involved in initiatives that align with the clinical and Information Management and Technology (IM&T) strategies of The Sydney Children s Hospital Network and NSW Health. The duties and responsibilities of the position are to be carried out in a manner that is consistent with the mission, values and operating systems of The Sydney Children s Hospitals Network and in-line with NSW Health s Code of Conduct. 29 P a g e

31 In the future, as the SCHN emr becomes more comprehensive, this position may be required to provide support services outside normal working hours (i.e. 24x7 operations). Key accountabilities Training is a critical success factor in the ongoing support of the emr. The position holder/s must display excellent communication skills and a commitment to the end users who comprise doctors, nurses, allied health professionals as well as clerical and administrative staff. The emr Clinical Training & Support Officer is required to: Provide a key point of contact and liaison between the emr Unit and end-users Provide training and support in the use of all integrated clinical applications managed by the emr Unit Provide clinical knowledge to assist in situations where advanced troubleshooting is required Facilitate and coordinate training sessions for new users at orientation and staff rotations Use prior experience in clinical areas to assist in identifying learning needs and applying effective and timely delivery of training to clinical staff Engage staff being trained by providing innovative, relevant and clinically driven sessions Provide additional training for affected stakeholders when new functionality is delivered Identify focused learning needs and apply effective training techniques Contribute to the on-going development of emr learning/training materials to ensure that they are always current Ensure that wards and units are provided with the most up to date training materials and that they are visible and accessible to staff Provide advice and guidance on issues and problems related to delivering emr training Promote and practice knowledge sharing within the emr Unit and other emr Network Training to optimise available resources and knowledge Utilise competency assessment tools to test staff members knowledge and capabilities in using the emr correctly Provide remedial training for current users as required Troubleshoot where erroneous use of the emr has resulted in reported incidents and retrain where required. Document training attendance and training evaluation Provide Level 1 support including logging and assigning and resolving helpdesk calls Appropriately transfer helpdesk calls assessed to be Level 2 or above to relevant emr Unit staff Liaise with the emr Unit staff to verify users when an upgrade of user positions and/or credentials is required Maintain a positive attitude towards change and respond to situations where change management skills need to be utilised to achieve optimal outcomes that support best practice and clinical efficiency Develop and maintain strategic relationships with stakeholders Develop and maintain effective relationships with the emr Unit and Super Users Actively participate in emr team initiatives and planning processes as required Resolve conflict and complaints to ensure continuous delivery of quality service Escalate to line management as appropriate when issues are beyond the scope of the position Assist with application testing throughout the software development lifecycle Assist with the analysis of existing and future business processes Assist with maintenance of the system functions Assist in ensuring that users understand their responsibility relating to data security and information privacy policies Attend required training sessions and team meetings. 30 P a g e

32 Challenges/problem solving Adapt clinical emr training to a diverse audience that may have limited computer and information technology knowledge Ability to manage difficulties faced when trying to train staff who may not regularly use computers or have limited knowledge of how to use clinical systems Ensuring the day to day delivery of quality customer service across multiple streams Regular monitoring, evaluation and improvement of customer service processes and activities Establishing and maintaining effective relationships with key stakeholders The position holder is expected to display initiative and independence in resolving difficulties and problems encountered from day to day challenges Being able to work independently to meet required outputs and deliverables Understanding the functionality of the software applications and designing and developing effective training materials to teach that functionality to users. Ability to handle conflict in relation to customer complaints and disputes in a highly professional manner. Strong interpersonal, communication and negotiation skills in dealing with all levels of clinical end users and management Communication Effective communication to all stakeholders is a critical role of this position Internal: The position holder provides advice, coordinates and exchanges information, provides training, negotiates and consults on a range of issues. SCHN staff and clients DCI Managers and staff emr Unit External: HealthShare NSW Staff in other Specialty Health Networks/Local Health Districts Vendor representatives Decision Making The emr Clinical Training & Support Officer is expected to undertake independent decision making in accordance with their role and responsibilities in conjunction with the emr Group Manager. Selection Criteria 1. Clinical experience in Nursing, Medicine or an Allied Health discipline and a high level knowledge of clinical work flows 2. Ability to apply expert clinical based knowledge in the delivery of emr training 3. Demonstrated understanding of clinical practices and the role of clinical information systems in the provision of patient care 4. Demonstrated experience and high-level skills in facilitating learning processes 5. Experience in the organisation, development, delivery and evaluation of training 6. Excellent planning, time management and organisational skills particularly in the area of managing multiple tasks, working within a team and multidisciplinary issues 31 P a g e

33 7. Demonstrated excellent verbal and written communication skills including the ability to prepare training material and reports, give presentations, engage clinicians, negotiate change and effectively communicate to a wide range of health professionals. Strong customer focus and quality service orientation appropriate to providing support to end users of information systems 32 P a g e

34 Sydney Children s Hospitals Network Information Technology Services Proposed Roles 16 th September P a g e

35 Table of Contents Introduction... 3 Case for Proposed Information Services Unit... 3 Impact to Information Services Unit... 3 Classifications and Locations of Staff Affected... 4 Proposed Roles (FTE)... 5 Position Descriptions... 6 Proposed method of filling positions in the new structure... 6 Timetable for Implementation... 6 Availability of counselling and Employee Assistance Program... 7 Appendix A Position Descriptions P a g e

36 Introduction The Sydney Children s Hospital Network was formed during 2011 bringing together The Children s Hospital at Westmead and Sydney Children s Hospital at Randwick. The Network was established as a result of the Garling Review and harnesses the expertise of the two Sydney children s hospitals within one Network with the aim of improving clinical care, research opportunities, education and staff training and to advocate for a healthy future for all children. Case for Proposed Information Services Unit With the bringing together of the Children s Hospital at Westmead (CHW) and Sydney Children s Hospital Randwick (SCH) and the returning of the IT staff transferred to HealthShare approximately five years ago, the existing structure needed to be expanded and formalised. This expansion (increased staffing levels and the increased workload of the department as a whole) and formalisation process will allow the IT Services Department to effectively and efficiently manage the information systems required to support the newly formed Sydney Children s Hospital Network (SCHN). Impact to Information Services Unit The proposed organisational structure is described on page 4. It is proposed to realign the service and increase the staffing levels in the following phased approach: Phase and Timeframe Phase 1 (September/October 2013) Description Formalisation of Management Team Team management roles while always existing have also been formalised, resulting in a new management meeting being created with technical decision making capability. Phase 2 (October 2013) Phase 3 (mid 2014) It is proposed to increase the Information Services Unit by 7 staff (4 permanent and 3 temporary) It is proposed to increase the Information Services Unit by 4 temporary staff. Note: These staff will be primarily located at Randwick or Westmead depending on their role; however they may need to at times attend the other site. The proposed structure will enable the growth in services required to cater for the Network which incorporates the Sydney Children s Hospital Randwick, the new Electronic Medications Management (EMM) project and the Electronic Medical Records (EMR). 3 P a g e

37 The below Proposed IT Services structure 2013 diagram highlights where each role is based Classifications and Locations of Staff Affected The affected staff are identified as below: Position & Classification Classification Location CHW Service Desk Supervisor CHW Deputy Service Desk Manager / Lync Administrator Programming Supervisor HSM Level 2 Westmead Westmead 4 P a g e

38 Proposed Roles (FTE) Phase 1 Position Classification FTE Location SCHN Service Desk & IT Project Manager CHW Deputy Service Desk Manager / Lync Administrator Computer Manager Grade 2 1 Network Programming Supervisor 1 Westmead SCH Service Desk Manager Computer Manager Grade 1 1 Randwick Phase 2 Position Classification FTE Location Service Desk Operator (permanent) Senior Computer Operator Grade 1/2 Service Desk Operator (permanent) Senior Computer Operator - Grade 1/2 1 Westmead 1 Randwick PC LAN Administrator (permanent) Computer Manager Grade 1 1 Westmead PC LAN Administrator (temporary) Computer Manager Grade 1 1 Westmead Data Storage and Unix Administrator (permanent) Training Officer (Clinical & Corporate) (temporary) E-Learning and Training Officer (temporary) Computer Manager Grade 1/2 1 Westmead Programming Supervisor 1 Randwick Computer Manager Grade 1 1 Westmead 5 P a g e

39 Phase 3 Position Classification FTE Location PC LAN Administrator (temporary) Computer Manager Grade 1 1 Westmead Network Administrator (temporary) Computer Manager Grade 1 1 Westmead Service Desk Operator (temporary) Senior Computer Operator Grade 1/2 2 Randwick. Position Descriptions Refer appendix A Proposed method of filling positions in the new structure New roles will be advertised as per the Ministry of Health policy using e-recruit Timetable for Implementation Developing the Proposal, Consultation with Unions, Consultation with Staff, Final Approval, Recruitment Process, Redeployment, including, duration and start/end dates Phase Completion Date Union informed and consultation 25 September 2013 Consultation with staff and declare staff affected 25 September 2013 Assessment of staff and Union comments 27 September 2013 Filling positions in the new structure (Phase 1 & 2) 18 October 2013 Declaring unplaced & affected staff 25 October P a g e

40 Availability of counselling and Employee Assistance Program The following counselling and vocational assessment services are available to staff: EAP is Employee Assistance Program, a free strictly confidential and professional counselling service provided by the Sydney Children s Hospital Network to all staff. Staff can access by contact details: Employee Assistance Program ph: ( ) Converge International Free call SESLHD, Employee Assistance Program, ph: (02) (Randwick staff only) 7 P a g e

41 Appendix A Position Descriptions POSITION DESCRIPTION Position Title: SCHN Service Desk & IT Project Management Manager Cost Centre: Code: 100 % Organisation unit: The Sydney Children s Hospitals Network Location: Westmead Facility: The Children s Hospital at Westmead Award Classification: Health Employees Computer Staff (State) Award Computer Manager Gde 2 Registration/Licence Requirements: Vaccination Category: B Employment Screening Check National Criminal Record Check: Yes Working with Children Background Check: Working with Aged Care Check: No Responsible to: SCHN IT Manager Responsible For: Managing the IT Service Desks and major IT Projects for SCHN Purpose of Position: This position is responsible for overseeing the operation of the SCHN IT Service Desks to ensure a high quality service is available to all information systems users across the network. Every day management of the teams functions and responsibilities and overseeing the projects and tasks assigned to the IT Service Desks whilst ensuring these activities meet the Network expectations. This role is also responsible for overseeing the project management of major Information Service developments across the Network. Key Accountabilities: Service Desks Support Manage the lodgment of all support incidents and service requests in the IT Service Desks and the maintenance of all recorded actions taken within the Service Desks Databases. Address Level 1/2 support incidents and service requests from the IT Service Desks on a daily basis. Provide second level support to internal and external users. Deal with the highly complicated support queries. Attend to all High Impact / Clinical Critical incidents immediately ensuring full operational status is restored as promptly as possible. Refer / Forward to senior staff where required. Provide Technical Support and advice to all clients and members of Information Services. Co-ordinate repairs of all PC, Printer and Peripheral Hardware. Co-ordinate the replacement of device consumables to ensure quality is not compromised. Co-ordinate the installation, upgrade, movement and replacement of PC and Printer Hardware as per procurement strategy. Liaise and work closely with all other members of Information Services to ensure timely and efficient Service Desks support. System Administration Co-ordinate the creation and maintenance of the computer system images to form the SOE (Standard Operating Environment). Provide administration and support to VPN and System. 8 P a g e

42 Install and Upgrade PC applications and packages. Update the Active Directory with new objects such as users, printer related objects as required. Perform user object and disk space cleanup. Continuously monitor system performance and that all systems and interfaces are operational and OK. Co-ordinate the testing and evaluation of new hardware and software and reporting back recommendations/findings to management. Perform Data restorations from file Servers. Staff Management Attend IT Management Meeting, providing advice and knowledge to suite IT management direction. Demonstrate excellent leadership, communication and interpersonal skills to all staff. Promote a positive approach to problem solving and decision making. Conduct regular team meetings to manage the teams operations. Facilitate and conduct performance management reviews for all staff. Directly supervise staff where required to achieve efficient service desks. Provide technical support and advice to service desk officers. Facilitate and convene recruitment and selection of staff for all areas of responsibility. Ensure new employees are appropriately inducted within the department. Ensure staff are appropriately skilled / trained to perform the required tasks in terms of their duties and responsibilities and understand their job description. Support staff development plans where required. Investigate and respond to complaints pertaining to area of responsibility. Promote the services provided by IT Services through appropriate means. Roster all shifts for the IT Service Desks. Produce reports and statistics from the IT Service Desks for management. Act as SCHN IT Manager when required. Training Documentation Record problems and fixes in IT Services Knowledgebase and create user documentation where required. Develop and publish procedural documentation. Maintain IT Service Catalogue. Assist other IT Team Members by providing advice, undertaking other IT Duties as directed by the SCHN IT Manager or CIO. Participate in staff training and development programs. Project Management Direct responsibility for managing Major IT projects and meeting all reporting requirements as delegated by the SCHN IT Manager. Involvement in Vendor management of existing IM&T contracts, such as IT Procurement and Managed Print Services. Responsibility for project business planning initiatives as directed by the SCHN IT Manger. Liaise with other Divisional and Departmental Managers in managing projects, IM&T contracts and in developing project and business plans as directed. Assist with the contractual aspects of all existing and new IM&T Contracts. Liaise with vendors in managing contracts in association with other Hospital staff. Management of complex IM&T projects and/or providing assistance to those who are managing IM&T projects Maintain professional contacts with other organisations, research bodies and equipment manufacturers and vendors, concerning computer hardware and software. Keep informed of new developments to ensure that the Network s Information Systems and Services are continually being improved. Consult users and clients regularly on relevant IT issues and activities, and advise them regularly on progress of projects. Challenges/Problem Solving: Work through challenges faced in an IT Service environment and maintain an understanding of the impact of that IT Service within the Health environment. Communication: Work collaboratively with the other Information Technology team members which will require clear communications. Maintain a network of contacts within SCHN. This network will assist with the facilitation and implementation of IT projects, along with the sharing of knowledge of IT support and services. Liaise with appropriate staff to resolve complex issues. 9 P a g e

43 Ensure that complete documentation is developed and maintained for operating procedures. Provide guidance; support and training to the IT Service Desks personnel, ensuring professional quality and timely advice. Provide feedback to stakeholders which is constructive and is communicated in a positive manner. Decision Making: Proven ability to make sound decisions utilising analytical skills. Operate autonomously on a day-to-day basis, whilst working under the guidance of the SCHN IT Manager. Provide advice and recommendations on IT Systems and identify methods to continuously improving the IT services provided. Be pro-active in identifying potential problems, and resolve them in a quick and timely manner. Consult with the SCHN IT Manager on policy issues or conflicts arising in the course of operational and representative duties. Selection Criteria: 1. Demonstrated leadership skills within an IT Service Desk environment and ability to manage, develop and lead people, including team building, facilitation, people management, negotiation and communication skills. 2. Demonstrated experience in IT support of technologies and applications including Microsoft Windows operating systems, Microsoft Office suite, Citrix environments, networking protocols, Active Directory and Virus protection. 3. Excellent communication (oral/written), negotiation and consultative skills and proficiency in documenting results of technical and other investigations. 4. Strong Customer/Quality Service Orientation: possess a strong customer focus. Lead by example and encourage and foster a quality service approach from all staff members. Customer focus is the key to all activities and functions. 5. Ability to effectively and efficiently monitor and regulate the overall performance of a number of concurrent projects, whilst motivating project team members to successfully contribute to the strategic and business planning processes to meet project milestones within budget and allocated timeframes. 6. High level analytical skills, including a proven ability to quickly analyse and understand complex health information, business processes and concepts and develop and articulate creative solutions and specify functional requirements and non-technical specifications that are well accepted by stakeholders within short time- frames. 7. Demonstrated organisational skills and experience working in a high volume and demanding professional environment with a capacity to prioritise, multi-task and work towards goals. 8. Tertiary qualifications in Information Technology, computing or a related discipline, or equivalent experience. Staffing: Staff reporting directly - 14 Budget: Nil Financial Delegation: Financial delegation is in accordance with the "Delegation Manual". 10 P a g e

44 Position Title: IT Service Desk Desk Support Officer POSITION DESCRIPTION Cost Centre: Code: 100 % Organisation unit: The Sydney Children s Hospitals Network Location: Westmead Facility: The Children s Hospital at Westmead Award Classification: Senior Computer Operator Grade 1/2 Registration/Licence Requirements: Vaccination Category: B Employment Screening Check National Criminal Record Check: Yes Working with Children Background Check: Working with Aged Care Check: No Responsible to: SCHN Service Desk & IT Project Management Manager Responsible for: Providing support to the users of the information systems in CHW. Purpose of Position: Involves providing assistance to users on desktop hardware, operating systems and applications used within the hospital. Service Desk Support. Log all support incidents and service requests in the IT Service Desk and maintain accurate records of actions taken to resolve/complete in the Service Desk Database. Address all Level 1/2 support incidents and service requests from the IT Service Desk on a daily basis. Attend to all High Impact / Clinical Critical incidents immediately ensuring full operational status is restored as promptly as possible. Refer / Forward to senior staff where required. Provide Technical Support and advice to all clients. Co-ordinate repairs of all PC, Printer and Peripheral Hardware. Install, Upgrade and Replace PC and Printer Hardware as per procurement strategy. Liaise and work closely with all other members of Information Services to ensure timely and efficient Service Desk support. Install and Upgrade PC applications and packages. Update the Active Directory with new objects such as users, printer related objects as required. Perform user object and disk space cleanup. Continuously monitor system performance and that all systems and interfaces are operational and OK. Perform basic server tape backup procedures daily Challenges/Problem Solving: Proven problem solving skills with the ability to identify problems and their cause and develop solutions to meet client needs. Strong fact finding skills to gather client requirements and the ability to write appropriate level documentation. Where required participate in after hours support. Weekends and Public Holidays Coverage. On call Duties 24/7 contactable via Pager and Mobile. Shift Work Weekdays 8.5 Hour shifts currently anywhere between 7:00am and 5:30pm. Participate in any IT Projects as requested by SCHN Service Desk & IT Project Management Manager or the CHW Deputy Service Desk Manager/Lync Administrator. Assist other IT Team Members by providing advice, Undertaking other IT Duties as directed by the SCHN Service Desk & IT Project Management Manager or the CHW Deputy Service Desk Manager/Lync Administrator. 11 P a g e

45 Training & Documentation Participate in staff training and development programs. Record problems and fixes in IT Services Knowledgebase and create user documentation where required. Communication: Good written and verbal communication skills. Excellent customer service skills. Decision Making: Ability to work independently with minimal supervision. Selection Criteria: 1. Relevant experience in a Level 1/2 Service Desk role having demonstrated strong analytical and problem solving skills and quality customer service with regards to support services. 2. Knowledge or experience in supporting Microsoft Windows operating systems, Microsoft Office suite and an exposure to Citrix environments. 3. Excellent communication (oral/written), negotiation and consultative skills and proficiency in documenting results of technical and other investigations. 4. Demonstrated ability to deal with issues effectively under pressure and in handling, resolving and escalating in crisis situations. 5. Knowledge of networking protocols and enterprise IT tools, including TCP/IP, Citrix environment, Active Directory and Virus protection. 6. Ability to work as part of a team and possess a good team spirit and demonstrate willingness and flexibility to take on any IT activities. 7. Demonstrated experience with one or more Call Logging tools such as: CA Service Desk, Infra and experience with telephone systems and applications used within typical Call Centre/Helpdesk environments. 8. Tertiary qualifications in Information Technology, computing or a related discipline, or equivalent experience. Staffing: Nil Budget: Nil Financial Delegation: Financial delegation is in accordance with the "Delegation Manual". 12 P a g e

46 POSITION DESCRIPTION Position Title: Systems Officer PC-Lan Services x 2 Cost Centre: Code: 100 % Organisation unit: The Sydney Children s Hospitals Network Location: Westmead Facility: The Children s Hospital at Westmead Award Classification: Health Employees Computer Staff (State) Award-Computer Mgr Gde 1 Registration/Licence Requirements: Vaccination Category: B Employment Screening Check National Criminal Record Check: Yes Working with Children Background Check: Working with Aged Care Check: No Responsible to: PC-Lan Services Manager Responsible For: Microsoft, Citrix and Virtualised Administration Purpose of Position: Plan, design and participate in the management (including but not limited to system maintenance and upgrade, implementation of new technologies and 3rd level support for the IT Service Desk) of the PC Lan, Citrix and virtualisation functions of the Sydney Children s Hospitals Network and Infrastructure to ensure the delivery of high quality services. Key Accountabilities: PC Server Administration Install, test and support PC Server, Microsoft, Citrix and virtual hardware and operating software and applications to optimise availability and performance. Develop and maintain backup, data recovery and integrity procedures. Install and test new and updated PC client connectivity and application software, as required. Monitor systems usage and performance, and maintain PC Server accordingly. Investigate and implement new PC/Server products. Provide advice on PC Server issues and opportunities, as required. Install, configure and maintain PC based interfaces. Maintain system integrity by monitoring/cleaning/purging etc. of all volumes and file systems. Create and modify scripts as required. Participate in the design and implementation of LAN and Citrix architecture and services to fully support the SCHN business and service delivery environments across all environments serviced by the SCHN organisation. Participate in ensuring the viability of the Disaster Recovery Plan in conjunction with other members of the SCHN IT team. Assist with the investigation and testing of new technologies that could be of benefit to SCHN. Troubleshoot PC-Lan Services related issues and provide 3rd level support to the IT Service Desk. Documentation Write and maintain complete documentation on systems, applications and disaster recovery and strive for 100% system availability. Write and maintain installation and configuration documentation for all new systems prior to go-live. Challenges/Problem Solving: Diagnostic and problem solving skills with proven ability to use initiative and proactively seek solutions to problems. 13 P a g e

47 Communication: Ability to communicate well with staff within the ITS team and at varying levels in the organisation. Communication and interpersonal skills, including strong consultation and relationship building skills. Business, communication and report writing skills. Decision Making: Competent to make sound judgements and take initiatives through delegated responsibilities. Understanding of key project management principles and practices. Understanding of ITIL and associated processes and procedures. Selection Criteria: 9. Demonstrated administration experience in a Windows 2003 and later Server environment, minimum two years. 10. Demonstrated knowledge/experience with administration and support of both Citrix Server and virtualised environments, minimum one year. 11. Demonstrated experience with Microsoft products such as Exchange, Microsoft SCCM/Configuration Manager, Microsoft IIS Microsoft SQL Server or Lync. 12. Experience administering LDAP directory systems protocols such as Microsoft Active Directory. 13. Appropriate tertiary qualifications and/or approved course certifications. 14. Exceptional Customer Service orientation always maintains and displays a strong customer focus in activities; ability to get along with clients and to quickly build a rapport; possess a good team spirit and demonstrate flexibility to take on other IT activities. 15. Ability to liaise and identify client needs and ensure a result to client s requests; excellent planning and organisational skills ability to plan and achieve a variety of tasks; able to prioritise client requests and deal with a number of issues concurrently; ability to identify problems and their causes and develop solutions to meet client needs. 16. Good verbal and written communication skills excellent fact finding skills to gather client requirements, and the ability to write user friendly documentation; the ability to technically translate IT concepts and issues for clients. Staffing: Nil Budget: Nil Financial Delegation: Financial delegation is in accordance with the "Delegation Manual". 14 P a g e

48 POSITION DESCRIPTION Position Title: Unix & Storage Systems Administrator Cost Centre: Code: 100 % Organisation unit: The Sydney Children s Hospitals Network Location: Westmead Facility: The Children s Hospital at Westmead Award Classification: Health Employees Computer Staff (State) Award-Computer Mgr Gde 1/2 Registration/Licence Requirements: Vaccination Category: B Employment Screening Check National Criminal Record Check: Yes Working with Children Background Check: Working with Aged Care Check: No Responsible to: Systems and Communications Manager Responsible For: Operation and support of EVA and Unix Systems Purpose of Position: Provision development, testing, staging, and production of unix and support services. Perform patching and maintenance operations, configure and monitor alerting and performance analysis tools. Build and maintain development and staging environments for production systems. Identify and repair operational deficiencies. Script tools to automate common tasks. Provide 3rd level support for the IT Service Desk. Management of the HP EVA Storage systems. Key Accountabilities: Develop and maintain backup, data recovery and integrity procedures. Install and test new and updated application software, as required. Monitor systems usage and performance, and maintain Servers accordingly. Maintain system integrity by monitoring/cleaning/purging etc. of all volumes and file systems. Create and modify scripts as required. Participate in the design and implementation of Systems and services to fully support the SCHN business and service delivery environments across all environments serviced by the SCHN organisation. Participate in ensuring the viability of the Disaster Recovery Plan in conjunction with other members of the SCHN IT team. Assist with the investigation and testing of new technologies that could be of benefit to SCHN. Troubleshoot Services related issues and provide 3rd level support to the IT Service Desk. Documentation Write and maintain complete documentation on systems, applications and disaster recovery and strive for 100% system availability. Write and maintain installation and configuration documentation for all new systems prior to go -live. Challenges/Problem Solving: Diagnostic and problem solving skills with proven ability to use initiative and proactively seek solutions to problems. Excellent Planning and Organisational Skills ability to plan and achieve a variety of tasks. Able to prioritise client requests and deal with a number of issues concurrently. Good Problem Solving Skills ability to identify problems and their cause and develop solutions to meet client needs. 15 P a g e

49 Communication Ability to communicate well with staff within the ITS team and at varying levels in the organisation. Communication and interpersonal skills, including strong consultation and relationship building sk ills. Business, communication and report writing skills. Work collaboratively with the other Information Technology team members which will require clear communications. Maintain a network of contacts within SCHN. This network will assist with the facilitation and implementation of Network projects, along with the sharing of knowledge of Network support and services. Liaise with network suppliers to resolve complex issues. Ensure that complete documentation is developed and maintained for operating procedures and policies on network management. All feedback to stakeholders is constructive and is communicated in a positive manner. Decision Making: Competent to make sound judgements and take initiatives through delegated responsibilities. Understanding of key project management principles and practices. Understanding of ITIL and associated processes and procedures. Operate autonomously on a day-to-day basis, and work under the guidance of the Manager. Provide advice and recommendations on system designs and identify methods to continuously improve the Network services and its functionality. Be pro-active in identifying potential problems and resolve them in a quick and timely manner. Consult with the appropriate Manager on policy issues Selection Criteria: 1. A minimum of 2-3 years of experience in a medium to large commercial organisation with Storage Area Networks Preferably HP EVA. 2. A minimum of 2-3 years of experience in a medium to large commercial organisation with Unix systems administration (Linux preferred, in particular CentOS or RHEL). 3. Fluent verbal communication skills and the ability to write clear and concise documentation. 4. Strong knowledge of common Unix-based applications and services (Apache, BIND, mysql, etc.). 5. Knowledge of one or more common scripting languages (shell, perl, python,ruby). 6. Knowledge of other Unix operating systems such as HPUX and SunOS. 7. A good General knowledge in Database administration and optimization. 8. A strong customer focus and the ability to work as part of a team. Staffing: Nil Budget: Nil Financial Delegation: Financial delegation is in accordance with the Delegation Manual. 16 P a g e

50 POSITION DESCRIPTION Position Title: IT Training & e-learning Development Officer Cost Centre: Code: % Organisation unit: The Sydney Children s Hospitals Network Location: Westmead Facility: The Children s Hospital at Westmead Award Classification: Computer Manager Grade 1 Registration/Licence Requirements: Vaccination Category: B Employment Screening Check National Criminal Record Check: Yes Working with Children Background Check: No Working with Aged Care Check: No Responsible to: IT Training & e-learning Manager Responsible For: The direction and development of information technology learning strategies both within the Children s Hospital and (when required) for other Health agencies. The position encompasses CBT (computer based training) and face to face training and development solutions. There is a very strong focus on supporting clinical IT systems in the above areas. The position is also responsible for providing application and 2nd level PC support. The position also requires the incumbent to become involved in other IT activities as directed by the IT Training & e-learning Manager. The current focus for this position is to establish SCHN as an e-learning centre of excellence in the clinical IT application arena. Purpose of Position: The IT Training Department provides expert training and support (both technical and non-technical) to users of clinical and non-clinical IT applications including Cerner and Microsoft products. The training department liaises with clinicians and other users to develop and facilitate effective learning solutions. These solutions must reflect new technology and changing work practices within the MoH. One example of this is the development of flexible learning strategies. Key Accountabilities: Staff Training & Education User Support Lead and facilitate training courses for clinical and administrative applications, ranging from small groups to large lecture-sized groups. Develop and deliver talks and lectures on both clinical and non-clinical applications used within SCHN as required. Provide an appropriate learning environment for staff training, whether it be classroom or workshop based, on-site or off-site. Develop, co-ordinate and train a suite of clinical and non-clinical applications for new staff members such as Junior Medical Staff, RNs, AINs, Undergraduates and corporate staff. Regularly assist help desk staff by providing expert clinical and non-clinical support for IT related user queries within the hospital. 17 P a g e

51 Provide ad-hoc support for staff requiring immediate assistance with utilisation of an application. Provide technical support and advice. Training Administration Maintain administration of training courses in regards to promotion, booking and scheduling. Maintain staff attendance records and evaluation reports for all relevant clinical and non-clinical applications used within the Children s hospital. Update all training documentation when required and upload to the hospital intranet for user access. Application Knowledge Demonstrate a thorough knowledge of IT applications utilised by staff throughout the hospital including but not limited to: Clinical applications: o o o o o o Patient Management Scheduling PowerChart Inpatient Summary and HealtheCare HealtheLink Radiology viewing systems Administrative (non-clinical) applications: o o o o o o Microsoft Word, PowerPoint, Outlook and Excel Microsoft Visio Microsoft Project (limited) Adobe Photoshop and Acrobat Oracle Financial Business Objects Reporting Programming languages (Optional): o o o Visual Basic for Applications HTML Javascript and Actionscript Ability to quickly learn new and upgraded applications in order to effectively deliver both classroom and on-site training and assessment for clinical and administrative staff. Utilise current authoring applications to create e-learning material. Technical Expertise Establish and maintain a technical architectural design for e-learning development. This includes liaison with experts such as Network Administrators and Web Masters to ensure that the completed e-learning product is delivered in a presentable and accessible format. Use programming languages to develop and enhance e-learning and office solutions (eg. HTML, JavaScript, Visual Basic for Applications) (Optional). Address all second level helpdesk queries from IT Support on a daily basis. Develop and maintain office automation systems as required. Problem-solve application interface issues with the SCHN standard desktop. Assist users with learning and effectively applying new technology and multimedia concepts (for example, scanners, digital cameras, USB memory devices, PDAs and video editing tools). Ability to quickly learn and maintain new technologies in order to effectively deliver training to relevant groups within the hospital (for example clinical use of wireless/mobile technologies) Development and Instructional Design Research and develop training resources for all clinical and administrative applications used within the hospital in line with proven staff needs to produce manuals and summarised quick-starts. Ensure that all training resources that are developed adhere to relevant pedagogy principles. 18 P a g e

52 Leadership Management Incorporate flexible learning strategies in the design of programs where appropriate. Advise Clinical Nurse Educators and Clinical Educators on instructional design principles. Apply instructional design principles to scope and develop material to be presented in an e-learning format which can be accessed by DOH staff. Research and assess various e-learning products and methodologies to maintain an up-to-date and relevant Computer Based Training toolset in a clinical framework. Assist in the development of a hospital wide education and training strategy, which aims to promote the Mission and Values of the hospital. Represent the hospital and Information Services on committees relating to the planning, development, implementation and evaluation of education and professional development. Participate in staff training and development programs. Work as a team member in developing new educational initiatives. Act as a mentor to other educators. Maintain training records within the hospital s learning management system. Provide reports and key statistics to the IT Training/e-Learning Manager Utilise department resources in an efficient and cost effective way. Challenges/Problem Solving: Communication: Work with managers, staff and knowledge experts to identify training needs and develop comprehensive competencies for all clinical and administrative applications and to structure face-to-face and e-learning content from such competencies. Liaise with emr Unit staff to ensure that clinical learning content is relevant, up-to-date and accessible for clients. This includes maintenance of a clinical training environment. Decision Making: Develop and maintain relationships with clinical and administrative staff across the hospital. Liaise closely with users, Service Departments, staff and the emr Unit for ongoing development and support of both clinical and administrative applications. Establish a rapport with peers at other Local Health Districts to ensure information sharing. Liaison with clinical management and patient management groups in terms of training and support recommendations. Consult with users regularly to identify new needs and requirements and to ensure competent and efficient usage of clinical systems. Consult with learning specialists within the Children s Hospital and other MoH agencies in order to establish the technical architecture, access/authentication, instructional design principles and content for computer based learning. Consult with users and departments to establish customised training sessions to suit designated groups within the hospital; involving identification of training needs, development of course material, facilitation, assessment and finally follow-up on such sessions. Selection Criteria: 1. Preferred experience in developing and conducting class room based training courses. 2. An excellent understanding of desktop environments and excellent skill levels in all Microsoft products. 3. Exceptional Customer Service Orientation always maintains and displays a strong customer focus in activities; able to liaise and identify client needs and ensure a result to clients requests. Able to get along with clients and to quickly build a rapport. 4. Excellent verbal and written communication skills excellent fact finding skill to gather client requirements and training needs, and the ability to write user friendly documentation and the ability to technically translate IT issues and concepts for clients. The ability to develop and present training courses. 5. Planning and Organisational skills ability to plan and achieve a variety of tasks; able to prioritise client requests. 19 P a g e

53 6. Sound Problem Solving Skills ability to identify problems and their cause and develop solutions to meet client needs. 7. Teamwork possesses a good team spirit and demonstrates a willingness to take on any IT activities. 8. Must have relevant training/computer tertiary qualifications or working towards same. Staffing: Nil Budget: Nil Financial Delegation: Financial delegation is in accordance with the "Delegation Manual". 20 P a g e

54 POSITION DESCRIPTION Position Title: IT Training Development Officer Cost Centre: Code: 100 % Organisation unit: The Sydney Children s Hospitals Network Location: Randwick Facility: The Children s Hospital at Westmead Award Classification: Programming Supervisor Registration/Licence Requirements: Vaccination Category: B Employment Screening Check National Criminal Record Check: Yes Working with Children Background Check: No Working with Aged Care Check: No Responsible to: IT Training & e-learning Manager Responsible For: The direction and development of information technology learning strategies both within the Children s Hospital and (when required) for other Health agencies. The position encompasses CBT (computer based training) and face to face training and development solutions. There is a very strong focus on supporting clinical IT systems in the above areas. The position is also responsible for providing application and 2nd level PC support. The position also requires the incumbent to become involved in other IT activities as directed by the IT Training & e-learning Manager. The current focus for this position is to establish SCHN as an e-learning centre of excellence in the clinical IT application arena. Purpose of Position: The IT Training Department provides expert training and support (both technical and non-technical) to users of clinical and non-clinical IT applications including Cerner and Microsoft products. The training department liaises with clinicians and other users to develop and facilitate effective learning solutions. These solutions must reflect new technology and changing work practices within the MoH. One example of this is the development of flexible learning strategies. Key Accountabilities: Staff Training & Education Lead and facilitate training courses for clinical and administrative applications, ranging from small groups to large lecture-sized groups. Develop and deliver talks and lectures on both clinical and non-clinical applications used within SCHN as required. Provide an appropriate learning environment for staff training, whether it be classroom or workshop based, on-site or off-site. Develop, co-ordinate and train a suite of clinical and non-clinical applications for new staff members such as Junior Medical Staff, RNs, AINs, Undergraduates and corporate staff. User Support Regularly assist help desk staff by providing expert clinical and non-clinical support for IT related user queries within the hospital. Provide ad-hoc support for staff requiring immediate assistance with utilisation of an application. 21 P a g e

55 Provide technical support and advice. Training Administration Maintain administration of training courses in regards to promotion, booking and scheduling. Maintain staff attendance records and evaluation reports for all relevant clinical and non-clinical applications used within the Children s hospital. Update all training documentation when required and upload to the hospital intranet for user access. Application Knowledge Demonstrate a thorough knowledge of IT applications utilised by staff throughout the hospital including but not limited to: Clinical applications: o o o o o o Patient Management Scheduling PowerChart Inpatient Summary and HealtheCare HealtheLink Radiology viewing systems Administrative (non-clinical) applications: o o o o o o Microsoft Word, PowerPoint, Outlook and Excel Microsoft Visio Microsoft Project (limited) Adobe Photoshop and Acrobat Oracle Financial Business Objects Reporting Ability to quickly learn new and upgraded applications in order to effectively deliver both classroom and on-site training and assessment for clinical and administrative staff. Utilise current authoring applications to create e-learning material. Technical Expertise Address all second level helpdesk queries from IT Support on a daily basis. Develop and maintain office automation systems as required. Problem-solve application interface issues with the SCHN standard desktop. Assist users with learning and effectively applying new technology and multimedia concepts (for example, scanners, digital cameras, USB memory devices, PDAs and video editing tools). Ability to quickly learn and maintain new technologies in order to effectively deliver training to relevant groups within the hospital (for example clinical use of wireless/mobile technologies) Development and Instructional Design Leadership Research and develop training resources for all clinical and administrative applications used within the hospital in line with proven staff needs to produce manuals and summarised quick-starts. Ensure that all training resources that are developed adhere to relevant pedagogy principles. Incorporate flexible learning strategies in the design of programs where appropriate. Advise Clinical Nurse Educators and Clinical Educators on instructional design principles. Assist in the development of a hospital wide education and training strategy, which aims to promote the Mission and Values of the hospital. Represent the hospital and Information Services on committees relating to the planning, development, implementation and evaluation of education and professional development. Participate in staff training and development programs. 22 P a g e

56 Management Work as a team member in developing new educational initiatives. Act as a mentor to other educators. Maintain training records within the hospital s learning management system. Provide reports and key statistics to the IT Training/e-Learning Manager Utilise department resources in an efficient and cost effective way. Challenges/Problem Solving: Communication: Work with managers, staff and knowledge experts to identify training needs and develop comprehensive competencies for all clinical and administrative applications and to structure face-to-face and e-learning content from such competencies. Liaise with emr Unit staff to ensure that clinical learning content is relevant, up-to-date and accessible for clients. This includes maintenance of a clinical training environment. Decision Making: Develop and maintain relationships with clinical and administrative staff across the hospital. Liaise closely with users, Service Departments, staff and the emr Unit for ongoing development and support of both clinical and administrative applications. Establish a rapport with peers at other Local Health Districts to ensure information sharing. Liaison with clinical management and patient management groups in terms of training and support recommendations. Consult with users regularly to identify new needs and requirements and to ensure competent and efficient usage of clinical systems. Consult with learning specialists within the Children s Hospital and other MoH agencies in order to establish the technical architecture, access/authentication, instructional design principles and content for computer based learning. Consult with users and departments to establish customised training sessions to suit designated groups within the hospital; involving identification of training needs, development of course material, facilitation, assessment and finally follow-up on such sessions. Selection Criteria: 1. Preferred experience in developing and conducting class room based training courses. 2. An excellent understanding of desktop environments and excellent skill levels in all Microsoft products. 3. Exceptional Customer Service Orientation always maintains and displays a strong customer focus in activities; able to liaise and identify client needs and ensure a result to clients requests. Able to get along with clients and to quickly build a rapport. 4. Excellent verbal and written communication skills excellent fact finding skill to gather client requirements and training needs, and the ability to write user friendly documentation and the ability to technically translate IT issues and concepts for clients. The ability to develop and present training courses. 5. Planning and Organisational skills ability to plan and achieve a variety of tasks; able to prioritise client requests. 6. Sound Problem Solving Skills ability to identify problems and their cause and develop solutions to meet client needs. 7. Teamwork possesses a good team spirit and demonstrates a willingness to take on any IT activities. 8. Must have relevant training/computer tertiary qualifications or working towards same. Staffing: Nil Budget: 23 P a g e

57 Nil Financial Delegation: Financial delegation is in accordance with the "Delegation Manual". 24 P a g e

58 POSITION DESCRIPTION Position Title: SCH IT Service Desk Manager Cost Centre: Code: 100 % Organisation unit: The Sydney Children s Hospitals Network Location: Randwick Facility: Sydney Children s Hospital Award Classification: Health Employees Computer Staff (State) Award Compute Manager Gde 1 Registration/Licence Requirements: Vaccination Category: B Employment Screening Check National Criminal Record Check: Yes Working with Children Background Check: Working with Aged Care Check: No Responsible to: SCHN IT Service Desk & it Project Management Manager Responsible For: Managing the IT Service Desk team at SCH Purpose of Position: This position is responsible for overseeing the operation of the SCHN IT Desktop Services (Randwick Campus) to ensure a high quality service is available to all information systems users across the site. Every day management of the team s functions and responsibilities and overseeing the projects and tasks assigned to the team whilst ensuring these activities meet the Network expectations. Key Accountabilities: Service Desk Support Manage the lodgement of all support incidents and service requests in the SWSD system and the maintenance of all recorded actions taken within this Database. Address Level 1/2 support incidents and service requests from the IT Service Desk on a daily basis. Provide second level support to internal and external users. Deal with the highly complicated support queries. Attend to all High Impact / Clinical Critical incidents immediately ensuring full operational status is restored as promptly as possible. Refer/forward to senior staff where required. Provide Technical Support and Advice to all clients and members of Information Services. Co-ordinate repairs of all PC, Printer and Peripheral Hardware. Co-ordinate the replacement of device consumables to ensure quality is not compromised. Co-ordinate the installation, upgrade, movement and replacement of PC and Printer Hardware as per procurement strategy. Liaise and work closely with all other members of Information Services to ensure timely and efficient Service Desk support. System Administration Provide administration and support to VPN and System. Install and Upgrade PC applications and packages. Update the Active Directory with new objects such as users, printer related objects as required. Perform user object and disk space cleanup. Continuously monitor system performance and that all systems and interfaces are operational and OK. Perform Data restorations from file Servers. 25 P a g e

59 Staff Management Demonstrate excellent leadership, communication and interpersonal skills to all staff. Promote a positive approach to problem solving and decision making. Directly supervise staff where required to achieve an efficient service desk. Provide technical support and advice to service desk officers. Ensure staff are appropriately skilled / trained to perform the required tasks in terms of their duties and responsibilities and understand their job description. Support staff development plans where required. Promote the services provided by IT Services through appropriate means. Training Documentation SESLHD SLA Record problems and fixes in IT Services Knowledgebase and create user documentation where required. Develop and publish procedural documentation. Assist other IT Team Members by providing advice, undertaking other IT Duties as directed by the SCHN Service Desk & IT Project Management Manager or SCHN IT Manager. Participate in staff training and development programs Work with SESIAHS ISD Client Services group to ensure services provided by SESLHD are maintained. Challenges/Problem Solving: Work through challenges faced in an IT Service environment and maintain an understanding of the impact of that IT Service within the Health environment. Where required participate after hours support. Weekends and Public Holidays Coverage. On call Duties 24/7 contactable via Pager and Mobile. Communication: Work collaboratively with the other Information Technology team members which will require clear communications. Liaise with appropriate staff to resolve complex issues. Ensure that complete documentation is developed and maintained for operating procedures Provide guidance; support and training to IT Service Desk personnel, ensuring professional quality and timely advice. Provide feedback to stakeholders which is constructive and is communicated in a positive manner. Ensure that the customer is kept up to date during the life of the call. Actively participate within the Local Site Support model by providing support, informal training, guidance and evaluation of new / existing technologies, assistance in procurement services & any project work. Decision Making: Proven ability to make sound decisions utilising analytical skills. Operate autonomously on a day-to-day basis, whilst working under the guidance of the SCHN IT Service Desk & IT Project Management Manager. Provide advice and recommendations on IT Systems and identify methods to continuously improving the IT services provided. Be pro-active in identifying potential problems, and resolve them in a quick and timely manner. Consult with the SCHN Service Desk & IT Project Management Manager and SCHN IT Manager on policy issues or conflicts arising in the course of operational and representative duties. Selection Criteria: 1. Relevant experience in a Level 1/2 Service Desk role having demonstrated strong analytical and problem solving skills and quality customer service with regards to support services. 2. Demonstrated experience in IT support of technologies and applications including Microsoft Windows operating systems, Microsoft Office suite, Citrix environments, networking protocols, Active Directory and Virus protection. 3. Excellent communication (oral/written), negotiation and consultative skills and proficiency in documenting results of technical and other investigations. 4. Strong Customer/Quality Service Orientation: possess a strong customer focus. Lead by example and encourage and foster a quality service approach from all staff members. Customer focus is the key to all activities and functions. 5. Demonstrated experience in providing guidance and support to other staff members within a technical environment. 6. Demonstrated organisational skills and experience working in a high volume and demanding professional environment with a capacity to prioritise, multi-task and work towards goals. 26 P a g e

60 7. Demonstrated experience with one or more Call Logging tools such as: CA Service Desk, Infra and experience with telephone systems and applications used within typical Call Centre/Helpdesk environments. 8. Tertiary qualifications in Information Technology, computing or a related discipline, or equivalent experience. Staffing: Staff reporting directly - 3 Budget: Nil Financial Delegation: Financial delegation is in accordance with the "Delegation Manual". 27 P a g e

61 POSITION DESCRIPTION Position Title: IT Service Desk Support Officer Cost Centre: Code: 100 % Organisation unit: The Sydney Children s Hospitals Network Location: Randwick Facility: Sydney Children s Hospital Award Classification: Senior Computer Operator Grade 1/2 Registration/Licence Requirements: Vaccination Category: B Employment Screening Check National Criminal Record Check: Yes Working with Children Background Check: Working with Aged Care Check: No Responsible to: SCH IT Service Desk Manager Responsible for: Providing support to the users of the information systems within SCHN. Purpose of Position: Involves providing assistance to users on desktop hardware, operating systems and applications used within the hospital. Key Accountabilities: Service Desk Support. Log all support incidents and service requests in the IT Service Desk and maintain accurate records of actions taken to resolve/complete in the Service Desk Database. Address all Level 1/2 support incidents and service requests from the IT Service Desk on a daily basis. Attend to all High Impact / Clinical Critical incidents immediately ensuring full operational status is restored as promptly as possible. Refer / Forward to senior staff where required. Provide Technical Support and advice to all clients. Co-ordinate repairs of all PC, Printer and Peripheral Hardware. Install, Upgrade and Replace PC and Printer Hardware as per procurement strategy. Liaise and work closely with all other members of Information Services to ensure timely and efficient Service Desk support. Install and Upgrade PC applications and packages. Update the Active Directory with new objects such as users, printer related objects as required. Perform user object and disk space cleanup. Continuously monitor system performance and that all systems and interfaces are operational and OK. Perform basic server tape backup procedures daily. Training Documentation / Projects Challenges/Problem Solving: Proven problem solving skills with the ability to identify problems and their cause and develop solutions to meet client needs. Strong fact finding skills to gather client requirements and the ability to write appropriate level documentation. Where required participate in after hours support. Weekends and Public Holidays Coverage. On call Duties 24/7 contactable via Pager and Mobile. Shift Work Weekdays 8.5 Hour shifts currently anywhere between 7:00am and 5:30pm. Participate in any IT Projects as requested by the SCH IT Service Desk Manager or the SCHN Service Desk & IT Project Management Manager. 28 P a g e

62 Assist other IT Team Members by providing advice, undertaking other IT Duties as directed by the SCH IT Service Desk Manager or the SCHN Service Desk & IT Project Management Manager. Training & Documentation Participate in staff training and development programs. Record problems and fixes in IT Services Knowledgebase and create user documentation where required. Communication: Good written and verbal communication skills. Excellent customer service skills. Decision Making: Ability to work independently with minimal supervision. Selection Criteria: 1. Relevant experience in a Level 1/2 Service Desk role having demonstrated strong analytical and problem solving skills and quality customer service with regards to support services. 2. Knowledge or experience in supporting Microsoft Windows operating systems, Microsoft Office suite and an exposure to Citrix environments. 3. Excellent communication (oral/written), negotiation and consultative skills and proficiency in documenting results of technical and other investigations. 4. Demonstrated ability to deal with issues effectively under pressure and in handling, resolving and escalating in crisis situations. 5. Knowledge of networking protocols and enterprise IT tools, including TCP/IP, Citrix environment, Active Directory and Virus protection. 6. Ability to work as part of a team and possess a good team spirit and demonstrate willingness and flexibility to take on any IT activities. 7. Demonstrated experience with one or more Call Logging tools such as: CA Service Desk, Infra and experience with telephone systems and applications used within typical Call Centre/Helpdesk environments. 8. Tertiary qualifications in Information Technology, computing or a related discipline, or equivalent experience. Staffing: Nil Budget: Nil Financial Delegation: Financial delegation is in accordance with the "Delegation Manual". 29 P a g e