Healthcare of New Zealand Limited
Role Description
Date of last review: October 2013
Title:
Regional Service Manager
Incumbent:
N/A
Leadership
Competency Group
People & Business
Leader
LOCATION:
Branch and Division:
Mental Health & Addiction Services
Geographical Location:
Christchurch
Manager’s Title:
General Manager , MH&AS
Manager Once Removed Title:
CEO, HCNZ
ROLE PURPOSE:
Supporting Recovery, Maximising Client Potential toward independence.
Using the principles of, the Recovery Model, to actively work with clients to reintegrate successfully back
into the community by facilitating client’s access to appropriate formal and informal resources.
The role is responsible for the effective day to day management, clinical oversight and co-ordination of
Mental Health and Addiction Services, ensuring we provide a quality service for clients that promotes and
maintains their dignity, respect and support, whilst managing staff through effective leadership and
promotion of a supportive, collaborative and positive workplace environment.
The development and maintenance of positive and effective relationships (internal and external) is a critical
aspect of this role in order to ensure the delivery of high levels of support to the clients whilst managing the
service activities within the requirements of contractual obligations, sector standards and organisational
policies and procedures.
The role is responsible for contributing to the growth of the Mental Health and Addiction service and
continuing to develop a sustainable business model.
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DIMENSIONS OF THE POSITION FOR WHICH THE INCUMBENT IS ACCOUNTABLE:
Number of direct reports
~20 staff
Geographical area of responsibility
South Island – (mostly Canterbury DHB)
Operating Budget
TBD
Other (delegation levels)
As per Company Matrix
IMPORTANT RELATIONSHIPS:
Internal
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General Manager
Regional Service Managers
General Manager PA
Recovery and Reintegration Facilitators
Team Administrator
HHL Head office staff
HCNZ staff
External
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Clients, Family/Whanau and their community
External Agencies and Providers
DHB Canterbury (Funding and Planning, PSAID, Hillmorton Forensic Unit, Older Person Health – Mental
Health Unit and Dementia Unit
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PRINCIPAL ROLE ACCOUNTABILITIES AND EXPECTATIONS:
Service Delivery
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Receive referrals and support initial assessment as appropriate
Manage staff and client allocation – oversee the relationship between clients and Recovery and
Reintegration Facilitators (RFs).
Support the Recovery and Reintegration Facilitators to develop appropriate plans relating to client
assessment, goals and outcomes.
Be responsible for ensuring client referral, assessment, planning, hazard identification, relationship
management and ongoing contact procedures are followed and accurately documented in a timely
manner
Ensure client phone reviews are completed and appropriately documented
Delegated responsibility for maintaining a regional budget on a month to month basis and
managing resources effectively and efficiently within this budget.
Oversee that client/staff management systems are utilized effectively
MH&AS documentation is completed within agreed timeframes and ensuring that internal and
external audit standards are met
Assess the health status of clients and implements appropriate clinical intervention.
Provides advice and support to clients, families, nursing colleagues, caregivers, medical and allied
health colleagues within your scope of practice.
Clinical
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Provide clinical Mental Health oversight. Make considered and informed clinical decisions for
residential client’s readmissions, assessments of all new referrals, reviews, and client pathways.
Manage relationships with referrers and relevant Mental Health clinicians. Ensure fluid client
pathways between residential care, primary and secondary care.
Provide on call duties with NCA, ensure all staff are aware of the on call roster policies and
procedures.
Clinical Risk – early identification, assessment and management. On-going monitoring to identify,
assess and manage clinical risk, early. Ongoing consultation and communication with GM/NCA re
clinical risk and changes in client’s mental health or physical health. Ensure all clients have an
appropriate up to date risk management plan. Consult and collaborate with other involved clinicians
regarding risk management plans.
Provide clinical oversight in the maintenance of client’s physical wellbeing. Ensure each client has a
physical wellbeing care plan. Client’s needs are attended to at appropriate times. Ensure all clients
have included in their plans, appropriate nutritional requirements and physical activity. Ensure RF’s,
attend to clients physical needs and personal care in accordance with care plan. Provide monitoring
and education as appropriate to RFs and clients regarding H&S and infection control practice in
relation to each client. Ensure Infection Control standards are high in each residence and are being
maintained.
Clinical Leadership: Acts as a change agent by influencing behaviours and attitudes of Recovery and
Reintegration Facilitators and stakeholders. Role models consistent behaviours and best practice.
Uses specialist knowledge to support client outcomes. Provides coaching for Recovery and
Reintegration Facilitators.
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Clinical Practice: Practice reflects contemporary philosophy of mental health nursing. Promotes and
role model best practice. Demonstrates high quality assessment skills. Provides oversight, support
and intervention for unstable and complex clients. Establishes and promotes effective models of
care with client, families/whānau that ensures continuity of care. Guides and supports Recovery and
Reintegration Facilitator’s in their implementation, evaluation and documentation of care.
Implementation of appropriate assessment measures and care planning. Evaluation of goals and
client outcomes within agreed timeframes.
Staff Management and Organisation
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Responsible for managing HR issues for the region, including recruitment and selection, training and
orientation, performance management, annual performance reviews and appraisals, disciplinary
and change management processes as appropriate.
Ensure that all recruitment, selection, orientation and induction and performance management
procedures are managed in line with appropriate company policies and procedures.
Ensure staffs are aware of and provide a service that is consistent with company values and
philosophy.
Implement strategies to support staff engagement and retention.
Provide positive leadership to all staff through a coaching approach; developing a cohesive team
that are motivated to achieve the best possible outcomes for all clients and stakeholders. This
should include monthly coaching and monthly team meetings.
Support staff to further their professional development, ensure training plans and programmes are
in place (aligned to the company’s learning and development processes) to develop the required
competency levels of staff. This includes leading and educating staff in the Community of Practice
Model.
Ensure employee records/files and training registers are maintained to company procedure and
audit standards
Relationship Management
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Be responsible for enabling Mental Health and Addiction Services and initiatives by effective
relationship management and collaboration with external stakeholder including referrers and
service providers
Demonstrate actively working within the framework of Community of Practice, bringing
stakeholders to the table in collaboration and reporting outcomes
Complete all Relationship management methodology documentation and report monthly
Collaborate and work with the GM, NOM, NCA, other RSMs, CSLs, MH&AS and other national
positions in order to provide and develop effective services.
Liaise with referring agencies for each client to ensure service delivery is appropriate and effective
Networking with referring organisations and other relevant services using planned purposeful
HCNZ relationship management methodology
Maintain a professional relationship with the client and family/whānau and perform regular
reviews.
Work in conjunction with staff to promote HealthCare of NZ services.
Use relationship management skills to address complaints effectively
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Reporting
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Oversee collection of information against outcomes for each individual client.
Maintain accountability for data entry against client outcomes, ensuring internal and external audit
requirements are met
Recording systems/initiatives are created and training implemented as appropriate
Provide accurate reports (e.g. PMR, PRIMHD, Goldcare) and other documentation as required in a
timely manner to the appropriate recipient.
Annual regional business/quality work plans are written and implemented as instructed in HCNZ
overall structure and reviewed throughout that business year
Follow up on Reportable events in line with company procedure and implement necessary actions
Responsibility for ensuring employee files and client records/reviews are up to date and meet
documentation requirements to internal and external audit standards.
Regional Business Plans accurately reflect local current status. Annual MH&AS Quality/business plan
is completed within the timeframes and quarterly indicators are reported against in the monthly
reports to be provided to GM; KPIs are reported
Monthly financial reports indicate compliance to expectations and variances are justified
Contribute regional articles for Connections Newsletter
Health and Safety and Quality
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Become familiar with all policies and procedures as they affect the working environment and ensure
staff are also familiar
Educate and ensure that staff report all incidents and unidentified hazards and ensure staff receive
ongoing support and education regarding reportable events, actions and reporting lines.
Ensure that safe working procedures are practiced and no one is endangered through their actions
or inactions.
Work under the direction of GM, and NCA to ensure correct procedures regarding reportable events
are followed.; report and where directed manage reportable events including near misses and
sentinel events as per company policy
Ensure internal and external audit standards are met and any corrective actions are closed
Ensure that Health & Safety, Infection Control and Quality issues are discussed at Monthly Team
meetings
Complete KPI reports monthly and forward to GM;
Report to the GM immediately for near misses and sentinel events
Ensure Contingency plans are consistent with Internal Operations Manual and up dated when there
are changes. Review 6 monthly.
Work with management colleagues to ensure regional risk register and management plans are in
place for region, services and individuals as follows the Internal Operations Manual, CSD and
MH&AS P&P Manual. Ensure risk registers are reported to GM as updated.
Ensure Health & Safety representatives are appointed, and trained. Health and Safety measures and
Infection control measures are in place and resources are within use by date.
Actively participate in the Company’s Health and Safety programmes, through input into meetings
and feedback through committees;
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COMPETENCIES:
Leadership Competency Group
People and Business Leader
Coaching - Providing timely guidance and feedback to help others strengthen specific
knowledge/skill areas needed to accomplish a task or solve a problem.
Focusing on
the people we
work with
Delegating Responsibility - Allocating decision-making authority and/or task
responsibility to appropriate others to maximise the organisation’s and individuals’
effectiveness.
Developing Others - Planning and supporting the development of individuals’ skills and
abilities so that they can develop and/or enrich their capability in their current or future
job/role.
Selecting Talent - Evaluating and selecting internal and external talent to ensure the
best match between the individual and the organisation’s requirements.
Cultivating Alliances - Initiating and maintaining strategic relationships with
stakeholders inside and outside the organisation (e.g., clients, peers, cross-functional
partners, external vendors, and alliance partners) to advance business goals.
Executing the
strategy
Driving for Results - Setting high goals for personal and group accomplishment; using
measurement methods to monitor progress toward goals; tenaciously working to meet
or exceed goals while deriving satisfaction from that achievement and continuous
improvement.
Facilitating Change - Encouraging others to seek opportunities for different and
innovative approaches to addressing problems and opportunities; facilitating the
implementation and acceptance of change within the workplace.
Gaining Commitment - Using appropriate interpersonal styles and techniques to gain
acceptance of ideas or plans; modifying one’s own behavior to accommodate tasks,
situations, and individuals involved.
Business Acumen - Using economic, financial, market, and sector data to understand
and improve business results; using one’s understanding of major business functions,
sector trends, and own organisation’s position to contribute to effective business
strategies and tactics.
Understanding
the
environment
Client Focus - Ensuring that the client experience is a driving force behind business
decisions and activities; crafting and implementing service practices that meet funder,
clients’ and own organisation’s needs.
Decision Making - Securing and comparing information from multiple sources to
identify business issues; committing to an action after weighing alternative solutions
against important decision criteria.
Innovation - Generating innovative solutions in work situations; trying different and
novel ways to deal with work problems and opportunities
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Leadership Competency Group
Clinical and
Specialised
Support
Clinical and Specialised Support
Care and Support Management—Having the knowledge and skills to secure relevant
client data and identify key issues and relationships in the management of client care and
support; understanding the relationships among assessments, interventions, and client
responses; skilled in documentation of assessments.
Promoting Wellbeing—Supporting, providing information and advising the client and
client’s whānau/family/support network (if appropriate) in understanding their care plan
and their central role within the plan.
PERSON SPECIFICATION:
Essential skills, knowledge and experience
 Be a registered nurse with specialist Mental Health and Addiction experience.
 Hold a current Annual Practising certificate with the Nursing Council of New Zealand.
 Have excellent written and communication skills.
 Display enthusiasm for delivering a quality clinical service.
 Work as a member of a multi-disciplinary team.
 Demonstrate a commitment to the principles of the Treaty of Waitangi.
 Have completed NZ Resuscitation Council Level 4 CPR certification within the last 12 months.
 Have a good understanding of information technology and electronic client records.
 Proven experience of working at a management level.
Desirable skills, knowledge and experience
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Relevant post graduate qualification that supports the ability to manage the operation of a
complex business unit
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