donor centre role map - protecting. developing. empowering. · donor centre role map ... determine...

Donor Centre Role Map This role map provides a context to the very important and highly regulated work we do in donor centres. It is an overview of how the roles in the donor centres deliver the end-to-end donor experience. It is not intended to capture every task or step, nor replace the relevant Standard Operating Procedures (SOPs), or your position descriptions. Rather it provides a map of how the roles across the two job families (Nursing and Consulting & Support) work together to ensure our donors generous gift is valued, and their time is respected to process their donations safely and efficiently. Owner: Donor Services Updated: June 2015

2

External legislative

framework: Highly

regulated environment

leading to very

prescriptive work

practices

Internal Frameworks:

To enable us to meet our regulatory requirements while

ensuring our donors generous gift is valued and

their time respected to process their

donation safely and efficiently

Context for work in Donor Centres

cGMP, TGA, CoE all inform the Guidelines for Selecting Blood Donors (GSBD) and Standard Operating Procedures (SOPs)

We value qualified nurses (enrolled and registered) and expect them to meet the standards required by the Professional Practice Framework and the Health Practitioner Regulation National Law

The Blood Service has ensured all of its team members carry out their assigned work according to the SOPs

Nurses in Donor Centres are rarely called on to exercise delegation as outlined in the Nurses Professional Practice Framework

SOPs dictate the work and Skill Coaches and Assessors (SCAs) determine the competency of individuals against the SOPs (no room to delegate)

Once signed off as competent our Code of Conduct clearly holds each person accountable for their own behaviour and actions AND our ‘Managing Deviation’ from SOP process reinforces this

All of this combines to afford our nurses a level of confidence that is often not found in other health settings and means there is minimal opportunity to apply the delegation section of the Professional Practice Framework

What is required is for every nurse to support each of their colleagues when matters are escalated to them AND

For everyone working in Donor Centres to work to the SOPs; as they outline the scope of practice for us all

When in doubt check the SOP and GSBD AND if still in doubt escalate to an RN, Session Leader, Donor Centre Manager or Medical Officer (as the situation demands)

After all we are in the amazing business of collecting enough blood to ensure patients have the blood and blood products they need when they need them.

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Donor Services Nursing Assistant (DSNA) Enrolled Nurse (EN) Registered Nurse (RN) Session Leader (SL)

Nur

sing

Job

Fam

ily

Key

Acc

ount

abili

ties

You take regular donors through the interview process where a ‘Yes’ answer has a predetermined outcome in the GSBD in line with the direction in the collections SOP. You take an active role in the collection process by monitoring donors through the donation process, removing needles, heat sealing and full involvement in the set up and pack down of apheresis machines. You escalate to a nurse where it is specified to do so and/or when unsure. DSNA Amended Scope As a DSNA with at least six months service and deemed a good performer in your role you have been trained to undertake whole blood and apheresis plasma needle in and the management of mild and moderate donor adverse events (DAEs).

You take regular, new and complex donors through the interview process. You can perform all tasks within the collection process and manage all levels of donor adverse events (DAEs). You respond to DSNAs when they escalate matters to you and adhere to the process.

You take regular, new and complex donors through the interview process. You can perform all tasks within the collection process. You oversee and manage any adverse events. You provide clinical leadership and advice to all team members involved in the collection process. You can supervise plateletpheresis sessions once deemed competent in the plateletpheresis collection process; and you have completed at least 150 apheresis procedures (includes apheresis plasma and/or platelets) and recorded this in mySKILLS under ‘Self-Reported Training’.’.

You take regular, new and complex donors through the interview process. You can perform all tasks within the collection process. In the majority of situations our Session Leaders are RNs, and as such, you provide clinical oversight to the whole donor session, inclusive of overseeing and managing donor adverse events. If a Session Leader is not an RN, an RN will take on the clinical supervision. You coordinate the team and running of the session to ensure the whole team is working well together to ensure the most effective and efficient use of the donor’s time and gift. You may also be 2IC to the DCM.

Donor Centre Service Officer (CSO) Donor Centre Team Assistant (CTA)

Con

sulti

ng &

Sup

port

Key

Acc

ount

abili

ties

As the Centre Service Officer you welcome Donors ensuring they are rebooked and wherever possible converted to apheresis in line with targets. You provide our Donors with exceptional customer service at all times. You provide streamlined administration support to the Donor Centre Manager and Session Leader. You must uphold the privacy and confidentiality of information provided by Donors and the Blood Service at all times. You also prepare food and beverages for Donors and replenish the self-service food bar when required.

As the Centre Team Assistant you conduct and support routine technical procedures ensuring a high level of commitment to safety and quality. You work within clearly defined SOPs with a focus on logistics and service. You ensure the donor floor set up pre session, in session cleaning and end of session close down are completed in line with the required standards. You are responsible for ensuring the required level of critical materials are supplied to the donor floor. You manage the ordering of materials, donor refreshments and stock, ensuring stock levels are maintained to cover required collections without risking stock having to be discarded due to expiry dates. You undertake equipment set up and pack down and checking and consigning duties. You complete the necessary daily routines and technical maintenance of Platelet Analyser and ensure all equipment repairs are booked through the Regional Support team.

Donor Centre Role Map – Key Accountabilities

Presenter

Presentation Notes

As we implement the GSBD updates in October if we have a clear focus on who does what in the donation process we will : Ensure Donor and product safety Provide improved service to our Donors Improve our own workflows and team work

4

Donor Services Nursing Assistant (DSNA) Enrolled Nurse (EN) Registered Nurse (RN) Session Leader (SL)

Nur

sing

Job

Fa

mily

Key

Tas

ks Back up for CSO or

primary role in centres or on mobiles that don’t have a CSO or CTA.

Fall back in absence of others to provide back up for the CSO.

Fall back in absence of others to provide back up for the CSO.

NA


Con

sulti

ng &

Su

ppor

t

Key

Tas

ks

Primary role. Responsible for the key activities of welcoming donors, checking their paperwork, rebooking their next donation and apheresis conversion. Matches donor to team member: • Regular, non-complex donors can be allocated to DSNAs, ENs or RNs • First time, return or complex donor assessments need to be allocated to an EN or RN • Reference collections SOP for specific guidelines.

Back up for CSO or primary role in centres or on mobiles that don’t have a CSO.

Donor Centre Role Map – Key Tasks

Presenter

Presentation Notes

As we implement the GSBD updates in October if we have a clear focus on who does what in the donation process we will : Ensure Donor and product safety Provide improved service to our Donors Improve our own workflows and team work

5

Donor Services Nursing Assistant (DSNA)

Enrolled Nurse (EN) Registered Nurse (RN) Session Leader (SL)

Nur

sing

Job

Fam

ily

Key

Tas

ks

Check Haemoglobin level Yes. Done in interview or in triage area set up in busy times.

Yes. Done in interview or in triage area set up in busy times.



Weight Yes Yes Yes Yes

Height (taken at intervals as determined by GSBD)

Yes Yes Yes Yes

Blood pressure Yes. Done in interview or in triage area set up in busy times. Escalate to a nurse if outside limits specified in GSBD.




Pulse (apheresis donors) Yes if trained in how to take a pulse – otherwise can advise a nurse to check pulse once the donor is on the chair. Escalate to a nurse if rate is outside acceptable rate limits specified in the GSBD or if pulse is irregular.

Yes as per GSBD Yes as per GSBD Yes as per GSBD

Donors who complete Section A of DQF or who are specialist Donors (Autologous, Directed or Therapeutic)

No. Yes. If unsure of any medical questions escalate to a more experienced nurse, Session Leader, or Medical Officer.

Yes. If unsure of any medical questions escalate to Session Leader or Medical Officer.

Yes. If unsure of any medical questions escalate to Medical Officer.

Donors who complete Section B & C of DQF and answer ‘Yes’ to green and orange coded Questions (refer SOP)

Yes . Refer to collection SOP and escalate if unsure or directed to by the SOP.

Yes. If unsure of any medical questions escalate to a more experienced nurse, Session Leader, or Medical Officer.



Donors who complete Section B & C of DQF and answer ‘Yes’ to red coded Questions (refer SOP)

No Yes. If unsure of any medical questions escalate to a more experienced nurse, Session Leader, or Medical Officer.



Consents Yes for Whole Blood Restrictions on Apheresis Consent (refer SOP)

Yes for all types of collections Yes for all types of collections Yes for all types of collections


Autologous and directed donations: The Blood Service does collect autologous and directed donations, but only where there is a genuine medical indication such as very rare blood group (autologous) or, in the case of directed donation, for conditions such as foeto-maternal alloimmune thrombocytopenia. This is because autologous transfusion is no safer than allogeneic, and pre-operative donation puts the donor at increased risk of iron deficiency and anaemia, and it will increase the likelihood they will need transfusion, including allogeneic transfusion. The policies are on Connect

Presenter

Presentation Notes

Having reviewed the DSNA Additional Donor Selection Information (ARCBS-COL-L5-020), now walk the team through the next few slides that link the GSBD overview of the donation process (page 19 of the GSBD) to who can do what

6



Nur

sing

Job

Fam

ily

Key

Tas

ks

Applying deferrals Yes where the deferral is a result of answering ‘Yes’ to a question that has a predetermined outcome in the GSBD.

Yes. If unsure of any medical questions escalate to a more experienced nurse, Session Leader, or Medical Officer.



Identifying, initiating evaluating recalls, and completing recall forms

DSNAs can identify the need for a recall and must then escalate to a nurse for them to initiate, evaluate and complete the recall. Where there is any uncertainty about the need for recall, it must be escalated to a nurse.

Yes, all tasks within the recall SOP. If any complications in relation to the recall or unsure of anything escalate to an RN, Session Leader, or Medical Officer.

Yes, all tasks within the recall SOP. If any complications in relation to the recall or unsure of anything escalate to Session Leader or Medical Officer.

Yes. If any complications in relation to the recall or unsure of anything escalate to Medical Officer.

Whole Blood & Apheresis (Plasma and Platelets) Collections – Regular donors

Monitor and support through donation process including donation completion. All aspects of apheresis machine set up and kit removal. Management of Platelet splitting. Full Blood Count Analyser Management. DSNA Amended Scope: All tasks within the collection process for whole blood and plasma donors.

All tasks within the collection process for all collection types



Whole Blood & Apheresis (Plasma and Platelets) Collections – First time Donors

Monitor and support through donation process DSNA Amended Scope: All tasks within the collection process for first time whole blood and plasma donors, once signed off as competent.

All tasks within the collection process for all collection types, once signed off as competent.

All tasks within the collection process for all collection types, once signed off as competent.


Specialist Donations: Autologous, Directed or Therapeutic

Monitor and support through donation process All tasks within the collection process

All tasks within the collection process All tasks within the collection process


Presenter

Presentation Notes


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Nur

sing

Job

Fam

ily

Key

Tas

ks

Managing reactions at any stage of the donation process (Donor Adverse Events - DAE)

DSNA Amended Scope: Monitor Donors for reactions throughout the collection process. As a DSNA (amended scope) you can respond to mild and moderate donor adverse events (DAEs) as defined in the Managing DAE SOP. Specifically you can: • Manage mild and moderate vasovagal

reactions incl. DAE form completion. The DSNA immediately escalates to a Nurse and supports the Nurse in the management of severe and/or complicated vasovagal reactions.

• Respond to phlebotomy trauma including bruising and haematoma, arterial puncture, extravasation and compartment syndrome, nerve injury or irritation, post-donation thrombosis and phlebitis and thrombophlebitis. The DSNA implements immediate actions as outlined in the Managing DAE SOP and then escalates to a nurse and continues to support them in the management of the DAE incl. DAE form completion.

• Manage apheresis process-related or operator error-induced reactions incl. DAE form completion.

• Manage mild and moderate citrate reactions in line with the Managing DAE SOP incl. DAE form completion. Escalate to a nurse and support them in the management of severe citrate reactions.

Monitor Donors for reactions throughout the collection process. Manage all phlebotomy trauma DAEs and all DAEs and seek support from RNs when required.

Monitor Donors for reactions throughout the collection process. Management and/or supervision of any adverse event.

When on the collection floor be aware of Donors and alert for reactions throughout the collection process. Oversee the management of any adverse events.

Monitoring for reactions in Refreshments (Donor Adverse Events)

If refreshments are within site of donor floor and manage as above

If refreshments are within site of donor floor and manage as above

If refreshments are within site of donor floor and manage as above.

If refreshments are within site of donor floor and manage as above.


Con

sulti

ng &

Su

ppor

t

Key

Tas

ks Monitoring for reactions

(Donor Adverse Events) If refreshments are within site of reception. If any reaction noted immediately seek the support of a DSNA trained in amended scope or nurse.

If working within the refreshment area be mindful of donors. If any reaction noted immediately seek the support of a DSNA trained in amended scope or nurse.

Food and beverages Prepare and maintain food and beverages and support volunteers in the delivery of service to donors in the refreshment area.

Prepare and maintain food and beverages and support volunteers in the delivery of service to donors in the refreshment area.


Presenter

Presentation Notes


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Nur

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Job

Fam

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Key

Tas

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Session set up Backup if required Backup if required Backup if required NA

Checking & consignment of blood Backup if required. Where there is no CTA, responsibility is shared among nursing job family.

Backup if required. Where there is no CTA, responsibility is shared among nursing job family.

Backup if required. Where there is no CTA, responsibility is shared among nursing job family.

NA

Session pack up • Sign off on session forms

Support Nurses and CTA as required

Support RN and CTA as required

Primary role is to complete session forms. Backup for session pack up

Primary role is to complete session forms. Backup for session pack up


Con

sulti

ng &

Sup

port

Key

Tas

ks

Session set up: • Interview room set up • Testing equipment in line with SOP • Critical materials batch register • Daily, weekly or monthly checking of equipment in line

with SOP • Ensure that collection materials and supplies are

appropriately stocked and available on the Donation Floor throughout the session

Support as required Primary role

Checking & consignment of blood • Done in batches & covers:

• NBMS update • Checking of paperwork & samples • Packing & shippers

NA Primary role

In session support: • Daily, weekly or monthly cleaning checks in line with

SOP • Daily, weekly or monthly checking of equipment in line

with SOP • Stores ordering • Temp. control checks

Support CTA as required

Primary role

Session pack up • Reconciliation of daily collection labels • Daily, weekly or monthly checking of equipment in line

with SOP • Contaminated waste removal • Equipment shut down

Support CTA as required Primary role


Presenter

Presentation Notes


Industrial in confidence – Not for distribution 1

DSNA amended scope of practice –

what’s next?

October 2015


PURPOSE OF AMENDED SCOPE PROGRAM


* Health Workforce 2025 published by Health Workforce Australia (HWA), March 2012 – An Australian Government Initiative

*


Delivering

capability to

collect enough

blood now,

next decade

and beyond

The goal of this initiative

• Become sustainable to ensure our future collection capability Our goal

• Improving flexibility

• Offering opportunity Amended scope is part of the solution

• What has worked well in other regions

• Use support network from WA, NSW, ACT, VIC, TAS, QLD teams

Learning from successes and building on it

The next part of the journey…..

• Briefing team and keeping them informed

Consulting with your teams


DSNA AMENDED SCOPE PROGRAM


What does the amended scope include?

DSNAs who complete the amended scope program can:

Perform phlebotomy for whole blood and plasma collections

Collect venous samples (sample only collections)

Manage mild and moderate vasovagal reactions in line with

the Managing Donor Adverse Events SOP

Escalate to a nurse and support them in the management of

severe and/or complicated vasovagal reactions


Training program – overview

Apply First Aid

Part of Certificate IV

in Pathology

Blood Service Whole Blood Collection

• Refresh of Donor Donation Care

• Performing Whole Blood needle in

• Managing Donor Adverse Events

Blood Service Plasma Cross-Skilling

‘Performing Apheresis needle in’

Chisholm

facilitated

F2F with

internal

Learning and

Development

team

1 to 1 Skills

Coaching in

centre

Consolidate

skills on-the-

job

Learning and

Development

team

/ Haemonetics

F2F

Chisholm

facilitated

1 to 1 Skills

Coaching in

centre

Consolidate

skills on-the-

job

2 days 1 day 5 days 6-8 weeks 1 day 1 day 4.5 days 4 weeks

Certificate IV in Pathology - Chisholm facilitated

• Combination of on-line and face to face learning

• To be completed within six months of commencement of the program

• A fully portable pathology qualification


Whole Blood Collection training – in depth

One day Blood Service facilitator led training covering:

Refresher on Donor Donation Care

Performing Whole Blood needle in (modified nurse training program):

Preparing donor; anatomy antecubital fossa; selecting the best vein;

preparing the site; needle in; collecting samples; labelling samples

and collection pack

Managing mild and moderate Donor Adverse Events in line with the

Managing Donor Adverse Events Standard Operating Procedure

(SOP)

First Aid (part of the Certificate IV in Pathology)

Facilitator led training followed by five days on-the-job one-on-one

coaching and assessment with SCA (minimum 20 successful ‘needle in’

procedures completed prior to assessment) PLUS eight weeks to

consolidate skills.

8


Plasma training – in depth

One day Blood Service facilitator led training covering:

Refresh of plasma Donor Donation Care and plasma policy and

collection process

Performing Plasma needle in (modified nurse training program):

Prepare donor; selecting the best vein; preparing the site; needle in

(using the AV fistula needle); collecting samples; connecting to the

kit; commencing draw; labelling samples and collection pack

Managing mild and moderate Donor Adverse Events in line with the

Managing Donor Adverse Events SOP

Plasma machine operation and basic troubleshooting (pre-requisite

training requirements and post training requirements including site

visit by National Learning and Development (where required) and

Haemonetics)

Facilitator led training followed by four days on-the-job one-on-one

coaching and assessment with SCA (minimum 20 successful ‘needle in’

procedures completed prior to assessment) PLUS four weeks to

consolidate skills.

9


Managing Donor Adverse Events

‘Apply First Aid’ two day program – part of Certificate IV in Pathology

Managing Donor Adverse Events – part of whole blood and plasma

training

eLearning modules:

Phlebotomy – Maximum Volume and Minimum Discomfort

Donor Adverse Events – Phlebotomy Trauma

Donor Adverse Events – Vasovagal Reaction


Managing mild and moderate Donor Adverse Events

• Mild and moderate: DSNAs will be able manage mild and moderate donor adverse events, by

implementing immediate actions as outlined in the Managing Donor Adverse EventsStandard

Operating Procedure and then escalating to a nurse and continue to support them in the management

of the adverse event.

• Severe, delayed, complicated: DSNA immediately escalates to a nurse and supports the nurse in

the management of severe and/or complicated reactions

Classification Description of reaction

Mild A donor experiences symptoms lasting less than 15 minutes without fainting

(loss of consciousness) or seizure

Moderate A donor experiences symptoms lasting at least 15 minutes but less than 1 hour

without fainting (loss of consciousness) or convulsions.

Severe A donor who faints experiencing loss of consciousness for ANY length of time with or

without convulsions (seizures) or pre-faint symptoms that persist for more than 1 hour.

Delayed Donors who experience ANY of the signs and symptoms associated with vasovagal,

pre-fainting and fainting ANYTIME AFTER they have left a Blood Service collection

site.

Events that occur in the refreshment area or bathroom of a Blood Service

collection site are not classified as “delayed”.

There is a high rate of injury associated with delayed reactions as they can

occur without warning up to 6 hours after the donation while the donor is

travelling home, working or driving.

Complicated A donor experiences a fall or incident as a result of a vasovagal reaction causing

injury. E.g. a donor may hit their head as they fall, lacerating their forehead and

fracturing their jaw. These events can occur onsite or offsite.

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Managing mild and moderate Donor Adverse Events

DSNAs also respond to phlebotomy trauma including:

• Bruising and haematoma

• Arterial puncture

• Extravasation and compartment syndrome

• Nerve injury or irritation

• Post-donation thrombosis

• Phlebitis and thrombophlebitis

DSNAs implement immediate actions as outlined in the Managing Donor

Adverse Event SOP and then escalate to a nurse and continue to support them

in the management of the adverse event.

DSNAs also respond to:

• Apheresis process-related or operator error-induced reactions

• Manage mild and moderate citrate reactions in line with the Managing

Donor Adverse Events SOP. For severe citrate reactions, DSNAs escalate to a

nurse and support them in the donor’s management

• For all other apheresis related donor adverse events, implement the immediate

actions as outlined in the Managing Donor Adverse Events SOP and then escalate

to a nurse and continue to support them in the management of the donor.

12


Overview of the Certificate IV in Pathology

Nationally Accredited Program

• Nationally recognised qualification - Certificate IV in Pathology

• Can act as a pre-requisite for a Diploma of Nursing qualification for those who want to pursue

further study

Course Content - 20 Units of Study (subjects)

• Chisholm Institute has assessed 12 units of study as meeting the criteria for Recognised Prior

Learning (RPL)

• Our DSNAs will end up completing eight units of study (or five if they have completed the Certificate

III in Health Services Assistance program).

• Of the 12 units for which we have received RPL, four specifically relate to phlebotomy:

• Perform blood collection

• Perform intravenous cannulation for sample collection

• Perform blood collection for specialised testing

• Perform specialist and technically difficult collections

Standard of Training set by the Australian Skills Quality Authority (ASQA)

• RPL involves a detailed assessment of the Blood Services training materials, assessment

methodologies and participant learning modules against these national standards

• Chisholm Institute has approved RPL for many of the units of the Certificate IV program as a result

of our standard induction program

• Specifically for blood collection, Chisholm Institute has deemed that we more than meet the national

standard

13


IMPLEMENTATION TIMELINE


Timeline for consultation with staff

15 Oct • Consultation starts with team briefings

w/c 26 Oct

• Team feedback/queries are collated

w/c 2 Nov

• Project team consolidates feedback

w/c 9 Nov

• Managers share outcomes of the consultation process. Inform you if the consultation process needs to be extended based on the input to this point.

• All eligible DSNAs (with 6 months or more service) invited to participate by letter

w/c 16 Nov

• Responses due from DSNAs

w/c 30 Nov

• Training begins


COMMONLY ASKED QUESTIONS


Common questions answered…

Can I take leave during

the program?

Of course, we just ask that

you let us know ASAP so

we can plan the training

program around leave as it

is important to complete

training and consolidation

consecutively

Will the work of DSNAs who

choose not to be trained in

the amended scope change?

No. If a DSNA is not

comfortable or confident

undertaking the amended

scope, then they will keep doing

their current work. Participation

in the amended scope program

is not compulsory.


Common questions answered

How will DSNAs in South

Australia be compensated

for the amended scope of

practice?

DSNAs who choose to take

on the amended scope will

move to Nursing Grade 1

Increment 5 when they

commence day one of their

training.

All other conditions of the

DSNAs employment will

remain as they are.

How will DSNAs in Northern Territory

be compensated for the amended

scope of practice?

DSNAs who choose to take on the

amended scope will be paid a 4%

responsibility allowance until a pay rate is

negotiated into the Enterprise Agreement

(EA) in their region. It is paid on top of

the standard hourly rate of pay and is

payable on all hours worked. It is not

applied to superannuation payments or

any periods of leave. All other conditions

of the DSNAs employment will remain as

they are.

Position Description

Position Title: Donor Services Enrolled Nurse (EN – Div 2 in Vic)

Division: Operations – Donor Services

Location: National

Reports to: Donor Centre Manager

Number of Direct Reports:

Nil

Position Purpose and Context

Position Purpose:

The Enrolled Nurse (EN) role is focused on effectively and efficiently taking donors through the donation process, inclusive of non-standard donations, whilst at the same time adhering to the strict regulations that govern the collection and production of blood and blood products.

Role Context:

Environmental Context

The key focus for the Donor Services team is on maximising the Donor’s generosity and providing a great donor experience. The key role of any Centre is to effectively and efficiently take our donors through the donation process, whilst at the same time adhering to the strict regulations that govern the collection and production of blood. The primary relationships are with our Donors and with the Centre team; thereby making communication and interpersonal skills essential to all roles in a Donor Centre. This role is part of a professional team. The Donor Services Nursing Assistant (DSNA) role may at times hand over tasks requiring nursing experience to an EN. The EN can escalate issues to the Registered Nurse (RN) on duty for help and clinical advice. The RN provides clinical leadership and advice to all team members involved in the donation process.

Level of Expertise (knowledge and skills)

Essential:

• Demonstrated ongoing commitment towards the provision of exceptional service

• Well developed communication and interpersonal skills

• Ability to read, understand and apply written information

• Willingness to work with others to achieve a shared goal

• Willingness to take action and be accountable for their actions and decisions

• Open to new ideas and changing circumstances

• Basic to intermediate computer literacy (word & excel)

• Licensed as an Enrolled Nurse with the relevant Nursing Council/Body and holds a current Annual License Certificate

Desirable:

• Senior First Aid Certificate

• Demonstrated competency in standard blood collection processes

Autonomy in Decision Making

Able to make decisions within the bounds of their role set by the Code of Good Manufacturing Practice – Blood and Tissues (cGMP) and Standard Operating Procedures (SOPs).

Version 1 July 2010

Primary Responsibilities

Ensure all donors

are provided with the

best experience

possible

• Provide a positive experience for all donors by respecting their time and

demonstrating genuine appreciation of their generous gift

• At all times provide our donors with great customer service to the standard

articulated by each Operating Unit

• Conduct complex donor assessments

• Conduct the assessment of first time and return (not donated in the last 2 years)

donors

• Undertake Autologous and Directed donations

• Participate in the resolution of adverse donor reactions quickly and appropriately,

inclusive of first line recovery procedures in the event of donor reaction and initiate

allergic reaction treatment

• Uphold the privacy and confidentiality of information provided by donors and the Blood Service

Actively participate

as a team member

and partner with

your line manager to

ensure your own

development

• Be professionally accountable for own clinical decisions within the scope of practice as defined in the relevant Act

• Fully participate in team meetings, raise issues/concerns and assist with problem solving as required

• Willingly share information and knowledge with peers as required

• Proactively work with your manager to identify development opportunities, agree on a plan of action and execute

• Committed to maintaining competence and ongoing professional and personal development

Efficiently use all resources to achieve collection targets

• Understand the drivers of collection targets across all types of blood collection

• Understand and contribute to the team’s achievement of the Centre’s targets, specifically but not limited to:

o Collection targets o Re-booking rates of donors for their next appointment o Conversion of WB donors to Apheresis/Platelets o Donor throughput time o Reducing wastage

• Participate in Marketing initiatives that enhance donor recruitment and retention

• If involved in the ordering of materials/stock, then ensure that stock levels are maintained to cover required collections, without risking stock having to be discarded due to expiry dates

Ensure that the

regulations

governing blood

collection are

adhered to by

working to

established routine

and procedures

• Adhere to the cGMP

• Strictly follow SOPs across the control points of all collections

• Ensure documentation is completed and entered correctly, within the required timeframe, into the National Blood Management System (NBMS)

• As part of the team, ensure that all materials, equipment and environment meet the specified standards, including temperature control.

Driving Continuous

improvement • Identify opportunities, make recommendations and implement improvements to

processes, systems and work practices.

Occupational Health

and Safety • Comply with Blood Service OHS policy and procedure and meet requirements of

legislative duties.

Risk Management

Each employee is responsible for their own risk management, which will/may include the identification, assessment, and prioritisation of risks. Reporting of risks to the relevant Supervisor/Manager is essential.

Version 1 July 2010

Our Organisational Values are relevant to all positions :

Integrity: We act honestly and ethically at all times.

Safety and Quality: We make safety and quality par of everything we do.

Service: We focus on meeting the needs of patients, the community, customers, donors, stakeholders and colleagues.

Collaboration: We work together to achieve our goals.

Accountability: We take ownership of our actions and behaviours to ensure we achieve our goals.

Excellence: We strive to be the best at what we do.

Behaviours

Demonstrating the Blood Service values

Being self-aware of and managing own behaviour to ensure the best impact on people, and modelling the Blood Service values

Customer Service Focus

Sound customer service focus that can be adapted to apply to our Donors and a willingness to understand and meet their needs

Responsible approach to work

Willingness to accept personal responsibility and be accountable for their actions and decisions. Motivated to achieve and maintain standards of quality as defined by the cGMP

Safety Compliance Desire to adhere to established safety procedures and follow accepted safety practices and procedures

Team work Working co-operatively with others by building and sustaining relationships to achieve a common goal

Integrity Respect the interests of others and maintain a balance between concern for self and accepted business practices

Accepting Diversity Works well with, and is accepting of, people of different ages, gender, race, religion or political persuasion

Empathy Showing insight into other people's needs and feelings and having real concern for other's welfare

Agreement / Acceptance

Signature of Manager: Date:

Print Name of Manager:

Signature of Staff Member: Date:

Print Name of Staff Member:

Position Description

Position Title: Donor Services Nursing Assistant (DSNA)

Division: Operations – Donor Services

Location: National

Reports to: Donor Centre Manager

Number of Direct Reports:

Nil

Position Purpose and Context

Position Purpose:

The Donor Services Nursing Assistant (DSNA) role is focused on maximising our Donor’s generosity and providing a great donor experience. Your role is to effectively and efficiently support the various stages of donor contact and support activities, whilst at the same time adhering to the strict regulations that govern the collection and production of blood and blood products

Role Context:

Environmental Context

The key focus for the Donor Services team is on maximising the Donor’s generosity and providing a great donor experience. The key role of any Centre is to effectively and efficiently take our donors through the donation process, whilst at the same time adhering to the strict regulations that govern the collection and production of blood and blood products. The primary relationships are with our Donors and with the Centre team; thereby making communication and interpersonal skills essential to all roles in a Donor Centre. This role is part of a professional team and will be supported by Enrolled Nurses (ENs) to whom a DSNA can hand over tasks requiring nursing experience. They can also escalate issues to the Registered Nurse (RN) on duty for help and clinical advice. The RN provides clinical leadership and advice to all team members involved in the donation process.

Level of Expertise (knowledge and skills)

Essential:

• Demonstrated ongoing commitment towards the provision of exceptional service – experience in provision of customer service

• Well developed communication and interpersonal skills

• Ability to read, understand and apply written information

• Proven attention to detail and working within strict guidelines

• Willingness to work with others to achieve a shared goal

• Willingness to take action and be accountable for their actions and decisions

• Intermediate computer literacy (word & excel) Desirable:

• Interest in the health sector as demonstrated by either work experience or current area of study (i.e. part-time roles could suit tertiary students in nursing, medicine or other health fields)

• First Aid Certificate

• Certificate III in a health related field

Autonomy in Decision Making

Able to make decisions within the bounds of their role set by the Code of Good Manufacturing Practice – Blood and Tissues (cGMP) and Standard Operating Procedures (SOPs).

Version 1 July 2010

Primary Responsibilities

Ensure all donors

are provided with the

best experience

possible

• Provide a positive experience for all donors by respecting their time and demonstrating genuine appreciation of their generous gift

• At all times provide our donors with great customer service

• Uphold the privacy and confidentiality of information provided by donors and the Blood Service

• Conduct the pre-screening Hb & BP checks

• Conduct standard donor interviews and data entry of donor information (would conduct interviews where the Donor has answered ‘No’ to all questions or where the ‘Yes’ results in a clear outcome in the Guidelines for the Selection of Blood Donors (GSBD))

• As required and suitably trained, collect the appropriate collection materials and take samples

• Support the monitoring of donors during the donation process and ensure needle is safely removed and area appropriately bandaged

• Respond quickly to adverse donor reactions, alerting the RN on duty to the situation

Actively participate

as a team member

and partner with

your line manager to

ensure your own

development

• Fully participate in team meetings, raise issues/concerns and assist with problem solving as required

• Willingly share information and knowledge with peers as required

• Proactively work with your manager to identify development opportunities, agree on a plan of action and execute

Efficiently use all resources to achieve collection targets

• Understand the drivers of collection targets across all types of blood collection, specifically but not limited to:

o Collection targets o Re-booking rates of donors for their next appointment o Conversion of WB donors to Apheresis/Platelets o Donor throughput time o Reducing wastage

• Understand and contribute to the team’s achievement of the Centre’s targets

• Participate in Marketing initiatives that enhance donor recruitment and retention (as required)

• Support the Donor Support Officer (DSO) in the ordering of materials/stock, to ensure that stock levels are maintained to cover required collections, without risking stock having to be discarded due to expiry dates

Ensure that the

regulations

governing blood

collection are

adhered to by

working to

established routine

and procedures

• Assist with the monitoring of the donation process in line with the relevant SOPs

• Adhere to the cGMP

• Strictly follow SOPs across the critical points of all collections.

• Ensure documentation is completed and entered correctly, within the required timeframe, into the National Blood Management System (NBMS)

• As part of the team, ensure that all materials, equipment and environment meet the specified standards, including temperature control

Driving Continuous

improvement • Identify opportunities, make recommendations and implement improvements to

processes, systems and work practices

Occupational Health

and Safety • Comply with Blood Service OHS policy and procedure and meet requirements of

legislative duties

Risk Management

Each employee is responsible for their own risk management, which will/may include the identification, assessment, and prioritisation of risks. Reporting of risks to the relevant Supervisor/Manager is essential.

Version 1 July 2010

Our Organisational Values are relevant to all positions :

Integrity: We act honestly and ethically at all times.

Safety and Quality: We make safety and quality par of everything we do.

Service: We focus on meeting the needs of patients, the community, customers, donors, stakeholders and colleagues.

Collaboration: We work together to achieve our goals.

Accountability: We take ownership of our actions and behaviours to ensure we achieve our goals.

Excellence: We strive to be the best at what we do.

Behaviours

Demonstrating the Blood Service values

Being self-aware of and managing own behaviour to ensure the best impact on people, and modelling the Blood Service values

Customer Service Focus

Sound customer service focus that can be adapted to apply to our Donors and a willingness to understand and meet their needs

Responsible approach to work

Willingness to accept personal responsibility and be accountable for their actions and decisions. Motivated to achieve and maintain standards of quality as defined by the cGMP

Safety Compliance Desire to adhere to established safety procedures and follow accepted safety practices and procedures

Teamwork Working co-operatively with others by building and sustaining relationships to achieve a common goal

Integrity Respect the interests of others and maintain a balance between concern for self and accepted business practices

Accepting Diversity Works well with, and is accepting of, people of different ages, gender, race, religion or political persuasion

Empathy Showing insight into other people's needs and feelings and having real concern for other's welfare

Agreement / Acceptance

Signature of Manager: Date:

Print Name of Manager:

Signature of Staff Member: Date:

Print Name of Staff Member:

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