proposed restructure healthshare management shared service ... · officer/spo fmis financial...

Newsletter: 260/2016 Date: 10 June 2016 Distribution: HealthShare members Contact: Your organiser

Proposed Restructure HealthShare

Management Shared Service Centres Dear Member, Attached is correspondence the HSU has received from HealthShare NSW regarding a proposed restructure of management within Shared Service Centres. Member feedback requested The HSU industrial team is currently reviewing the potential impacts of the proposed restructure upon affected employees. We are now seeking feedback, views and comments from our members. Please review the attached documentation and provide comment and feedback by close of business 23 June 2016. You can submit it by email to [email protected] with subject line HealthShare SSC Management. HSU organiser and sub-branch involvement Your HSU organiser will be visiting your workplace shortly and convening a meeting to discuss the matter with affected employees. The HSU is also seeking expressions of interest from members to be part of the consultative process as a workplace delegate in any upcoming USCC meetings regarding this proposal. The most effective way to deal with these kinds of proposals is by taking into account the concerns of the group, agreeing on a way forward and presenting that united position to management. Please distribute this newsletter to your work colleagues for their information and comments and encourage them to attend the meeting. Not a member of the HSU? Now is time to join and have your say! You can join online at www.hsu.asn.au/join-hsu/ or call 1300 478 679 and join over the phone. A union’s effectiveness and negotiation power strongly depends upon the strength and density of its membership base. Join your work colleagues today by becoming a member of the Health Services Union and help us to continue to protect, build and improve your working life. In unity,

Gerard Hayes Secretary, HSU NSW/ACT.

mailto:[email protected]?subject=HealthShare SSC Management

https://www.hsu.asn.au/join-hsu/

Shared Service Centre Proposed Change Program Frequently Asked Questions (FAQs)

1

1. Why are these improvements being made now?

In line with HealthShare’s continuous improvement agenda and in response to customer feedback, there is a proposal to make improvements to the Shared Services Centre business to coordinate more of the processing and customer service functions to strengthen business operations along functional lines. 2. What are the benefits of the restructure?

It is anticipated that these improvements will have a positive impact on the overall business, notably by providing:

Clearer visibility of transactional delivery versus customer management

Increased and aligned customer centred engagement approach Increased issues resolution effectiveness and speedier adoption of a customer centred culture

Increased efficiency and productivity through reduction of duplication of activities.

3. Will this impact my working conditions?

No. There will be a number of reporting line changes and minor updates to position descriptions as a result of the restructure.

4. What process improvements are planned?

It is proposed that the following improvements be made:

RETS State-wide Operations portfolio will now include overpayments processing team. This allows us to coordinate more of our processing functions providing us with a stronger functional / expert management structure.

Payroll Accounting Transactions team will be included in the Shared Financial Services portfolio. Coordinating like functions provides us with stronger audit trails and separation of core activities.

Operational Excellence (formerly known as Continuous Improvement) will acquire some new positions:

o Program Management Office Manager – Responsible for the management and delivery of

projects for the whole of HealthShare NSW

o Global Process Owner – Will support the strategy, planning and execution of HealthShare

NSW Operational Excellence program and will be responsible for owning processes across

HealthShare NSW operations.

o Business Process Manager – Will support the organisation with the development and

deployment of operational business processes

o Quality Assurance Team Leader for Food and Linen - Responsible for driving and

managing systems, change requirements and actively contributing to strategy and

development for food and linen services

Shared Service Centre Proposed Change Program Frequently Asked Questions (FAQs)

2

HRIS (Steve Shoults) and FMIS (Julie Mills) and eRecruit teams will be transitioned into Operational Excellence as they are key operational support teams which align well with the Operational Excellence long term purpose moving forward.

Customer experience portfolio will be extended to include customer service functions, such as the customer service desk and the customer relationship managers (from both RETS and Finance) and training team members. This will bring front line service desk roles together to support the business to improve customer engagement and customer resolution capabilities.

To ensure that HSNSW continue their transformation around customer centric culture a new role of Customer Experience Manager is proposed.

5. What happens if I am going to be away or if I fall ill during this period? We will work with you to ensure you remain informed and supported throughout this process. If you know that you are going to be away over the next 2 months, let your manager and/or your HR Business Partner, Farah Mody, know so arrangements can be made to keep in contact with you. 6. How do I know if I’m an affected staff member?

Affected staff have been individually advised that their roles are affected. 7. When will the improvements be made effective?

The date has not yet been determined, however it is anticipated that the improvement program will be made effective after the consultation period and concluded within 3 months. 8. Have further questions about this proposed improvement program?

If you have any further questions you can speak to:

Farah Mody, HR Business Partner - 02 8644 2096 - [email protected].

Krishna Panyam, Operational Excellence Manager - 02 8907 1404 - [email protected]

Tanya McCabe, Associate Director, Customer Experience - 02 8644 225 - [email protected].

9. Need Support? We encourage all staff who feel the need for support to access the free EAP service by calling 1300 361 008 or (02) 8644 2323.

1

HealthShare NSW

Operations Shared Service

Centres

Proposed Change Plan

June 2016

1

2

Welcome to this employee briefing

• Announce some proposed changes to

the Shared Service Centres

• Explain proposed changes in detail

• Briefings across Parramatta &

Newcastle.

3

Thank you

• Great work so far

• Customer Value Survey results up

• We are heading in the right direction

• More work to do.

4

Proposed changes

• Realigning transactional & customer

service capabilities

• Strengthen processing & customer

service functions

• Create efficiencies along functional lines.

5

Proposed changes

• Consolidate continuous improvement

capability & quality assurance

• Create a centre of operational excellence.

6

Our vision

• More effective & seamless operation

across all of our services

• Greatly improved customer experience

• Improved logic & ease of productivity for

staff

• Create opportunities.

7

Details of the change by position

Positions will be either:

• AFFECTED = role will no longer exist

• IMPACTED = change in reporting line or

some accountabilities

• EXISTING = no change

+ NEW ROLES

8

Current Structure - Operations

Chief Operating Officer

Director of FPSS Manager Linen

Services SFS Manager

Manager Continuous

Improvement

State Manager RETS

RNS Contracts Manager

RNS Project Support Officer

Existing

Impacted

Af f ected

9

Current Structure - RETS

State Manager RETS

Customer Relationship

Manager

HRIS Operations Manager

State Manager Services & Quality

Manager Business & Change

State Manager ETS Executive

Officer/Office Manager

Existing

Impacted

Af f ected

10


State Manager Services & Quality

Manager State-w ide Performance, Audit, and Training

Acting Manager State-w ide

Performance, Audit, and Training

Business Process Compliance

Training

Report Analyst Payroll Accounting

State Manager

SCP Overpayments

SCN Payroll Accounting

Team Leader

Overpayment Project Officer

Business Change Officer

CSD Manager

CSD Team Leader CSD Team Leader



CSD Team Leader CLF Manager

CSD Scheduling Manager

Existing

Impacted

Af f ected

11


State Manager RETS

Manager Business & Change

E-recruit Manager

Co-ordinator E-recruit Operations

and Projects

Co-ordinator E-recruit Systems

Support

Recruitment Officers

PM Business and Change Manager

Project Officer Business &

Change Management

Executive Officer/Office

Manager

State Manager ETS

State Manager Establishment

Establishment Team

CAM

Customer Account Leaders

Transactional Officers (Admin

Officers)

AMR Coordinator Site Manager ETS

SCN

CAM



Officers)

Business Support Specialists

Business Support Officers

Existing

Impacted

Af f ected

Site Manager ETS SCP

12

Current Structure - SFS SFS Manager

Accounts Payable

Parramatta

Processing

Exception Handling

Payment

AP Customer Service

NC

Processing

Exception Handling

Payment

AP Customer Service

(Service Desk)

Customer Service

SFS Training Officer/SPO

FMIS Financial

Accounting Sundry Debtors

VMO Processing

VMO Customer Service

(Service Desk)

Admin

Existing

Impacted

Af f ected

13

Current Structure - CI

Continuous Improvement

QA Manager - Operations

Quality Systems Manager – Food

and Linen

Quality Coordinator

x10 Snr CRC

CRC

CI Project Manager x4

CI training Manager x1

Business Analytics Manager

Business Analysts x 1

Performance Analyst x 4

Existing

Impacted

Af f ected

14

Proposed Changes - Operations

COO

Director of FPSS Manager Linen

Services

RNS Contracts Manager

RNS Project Support Officer

SFS Manager Operational Excellence Manager

State Manager ETS

Associate Director Customer Experience

Existing

Impacted

Af f ected

15

Proposed Changes - RETS State Manager ETS

Site Manager ETS SCP

CAM



Officers)

Site Manager Establishment

Establishment Team

Overpayments AMR

Coordinator Site Manager

ETS SCN

CAM



Officers)

Existing

Impacted

Af f ected

16

Proposed Changes - SFS

SFS Manager

Accounts Payable

Parramatta

Processing

Exception Handling

Payment

NC

Processing

Exception Handling

Payment

Financial Accounting

Sundry Debtors

VMO Processing

Accounts Receivables

PAT

SCP

SCN

Admin

Existing

Impacted

Af f ected

17

Proposed Changes - Operational Excellence

Operational Excellence

QA Manager - Operations

Quality Systems Manager – Food

and Linen Senior CRCs

CRCs

Compliance Supervisors

Compliance Officers

QA Team Leader – Food

and Linen (HM3)

Quality Coordinator

Admin Support PMO Manager

(HM5)

CI Project Managers

PM Business and Change Management

Project Officer Business &

Change Management

Overpayments Projects Officer

GPO Manager (HM5)

Business Support

Specialists

Business Support off icers

Business Process

Manager (HM3)

Business Process

Coordinators

Business Change Officer

Business Analytics Manager

Business Analyst

Performance Analyst

Business Analysts

Performance Analysts

CI Training Manager

FMIS HRIS

E-recruit

Existing

New

Impacted

18

Proposed Changes - Customer Experience

Associate Director

Customer Experience

CSD

CSD Team Leader

CSD Team Leader

CSD Team Leader

CSD Team Leader

CSD Team Leader

CLF Manager

CSD Team Leader

CSD - AP/AR

CSD Team Leader

CSD Scheduling Manager

VMO Customer Serv ice Desk

Training Executiv e

Of f icer/Office Manager

CRM SFS

SFS Training Of f icer/SPO

CRM RETS Manager

Customer Comms

Customer Experience

Manager (HM5)

CX Leads

Impacted

Existing

New Role COO Director Customer Serv ice and Corp

Gov

Note: Customer Experience

function w ill be retained in

the Customer Service &

Corporate Governance

directorate

19

Expected benefit of proposed changes

• Clearer visibility of transactional delivery

• Increased customer centred approach

• Improved issues resolution effectiveness

• Reduced duplication of activities.

20

We need your help

• Consultation Period with affected &

impacted staff until - 24 June

• Communicating changes & final

submission - end of June/early July.

• These dates are dependant on the

consultation period.

21

Implementation of proposed changes

• Implementation of proposed changes –

concluded within three months

• Recruit new positions open for

applications - mid July

22

Feedback

• Invite feedback by affected & impacted

staff

• Farah Mody, HR Business Partner

02 8644 2096

[email protected].

23

Need support? • Contact HR – Farah Mody

• Krishna Panyam – 02 8907 1404 [email protected] or

• Tanya McCabe – 02 8644 2250

[email protected]

Access EAP - 1300 361 008

Information is also available via the FAQs.

24

Questions?

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Position Description

Position Details

Position Title: Business Process Manager

Classification: Health Manager Level 3

Department: Operational Excellence Award: Health Managers (State) Award

Reports to: Global Process Owner Manager Employment Status: Permanent Full-Time

Roles reporting to: 3 Location: (insert relevant location)

Position Number (Stafflink):

Primary Purpose of the position

The Business Process Manager (BPM) for HealthShare NSW will support the organisation with the

development and deployment of operational business processes. The BPM will lead a team of

Business Process Coordinators in identifying, prioritising, designing and overseeing the implementation

of process improvement initiatives that will positively affect key business metrics within the

organisation.

About HealthShare NSW

HealthShare NSW supports patient care across the NSW Health system through the management of

support services, including services in the areas of food and linen; transactional services in the areas

of employee services (payroll and recruitment), financial services, and warehousing and logistics;

supply of disability services and equipment (as Enable NSW); and coordinating non-emergency

patient transport services. Further information about HealthShare NSW is available at

www.healthshare.nsw.gov.au

Our Vision

To be a trusted and valued partner enabling excellent healthcare in NSW. We are people helping

people deliver excellent healthcare.

Our Values

Our work is built on a foundation of trust and respect. We live the NSW Health CORE values of

Collaboration, Openness, Respect and Empowerment.

Key Accountabilities

The role and responsibilities are to be carried out in a manner that is consistent with the mission,

values, customer promise, strategic priorities, performance goals, delegations, policies, procedures and

operations systems of HealthShare NSW, and in line with the NSW Health Code of Conduct and the

Capabilities required to perform this role competently.

The accountabilities outlined below indicate the scope of the position. The incumbent may be asked to

perform job-related tasks other than those specifically stated in this description.

http://www.healthshare.nsw.gov.au/

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Provide leadership and direction to staff and effectively manage operational issues to ensure

continuous effective service delivery and a performance based, innovative, responsive and

accountable customer focused work culture

Accountable for the end-to-end performance of the operational business processes, monitoring

performance and effectiveness, improving operational performance, and ensuring that the correct

controls and compliance are in place

Deliver and identify business process improvement opportunities to advance key business

process metrics

Aligns opportunities and priorities between functional departments, sites and HealthShare

Drives business process transformation roadmap and project portfolio

Leads stakeholder engagement, negotiation and organisational change management in an

operational excellence capacity for HealthShare Service Centres.

Oversees execution of process and systems implementation for HealthShare Service Centres.

Influence senior stakeholders and drive decisive action on process improvement issues

Lead cross functional teams and drives decision making across different functions

Instil a culture of operational excellence in HealthShare, utilising Lean Manufacturing and Six

Sigma skills.

Build relationships and work closely with HealthShare business lines and stakeholders to

influence, champion and support operational excellence activities

Work with HealthShare business lines and stakeholders to define current and future state review

including participation in and facilitation of workflow workshops, development of process flows,

development of gap and impact analysis, change management analysis and planning.

Manage and coordinate business process change strategies, stakeholder analysis, change

transition plans, training needs, cultural analysis of user and stakeholder communities and

defining organisational change requirements.

Oversee quality outputs including the application of innovative work practices and lessons learnt,

consistent project management methodologies, tools and processes.

Develop and document change including materials to support change and training initiatives.

Contributing to the professional development of the team by providing change management

leadership, guidance and coaching where appropriate.

Contributing to the development of an effective knowledge management framework that supports

redesign and innovation best practice.

Providing input to the overall effectiveness of methodologies and strategies to support operational

excellence activities within HealthShare business lines.

Allocating resources effectively and efficiently in accordance with delegated authority

Undertake any other work as directed by the manager.

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Key Challenges

Ensure a highly professional, performance based, innovative, responsive and accountable

customer service culture within your team,

Ensure HealthShare NSW employees operate and engage in accordance with the NSW Health

and HealthShare NSW values and the e Health NSW customer promises (and the expected

behaviours associated with these values and promises),

To role model strong, effective management that is based on the organisation's values, driving

operational priorities, achieving performance and meeting all legislative and policy requirements,

To successfully manage relationships within HealthShare NSW and with customer health

services, the Ministry of Health and all partners/associations relevant to this role,

Maintaining current knowledge of contemporary practices, trends and developments in portfolio,

program and project management,

To manage allocated finance and resource utilisation efficiently and effectively in accordance with

the HealthShare NSW and NSW Government policies and processes.

Position Dimensions

Staffing: 3 Expenditure: N/A

Number of direct reports: 3 Budget ($): N/A

Number of indirect reports (including contractors):N/A Financial Delegation: N/A

Key Capabilities required for the position

Capabilities are the underlying skills, knowledge and behaviours which are necessary to perform a

particular type or level of work. This section describes the skills, knowledge and capabilities required to

perform this role competently. The capabilities have been sourced from the NSW Public Sector

Capability Framework. The Framework describes Personal Attributes, Relationships, Results and

People Management Capabilities. For further information see www.psc.nsw.gov.au/CapabilityFramework

Personal Attributes

CAPABILITY BEHAVIOURAL INDICATORS

Display Resilience and Courage Be open and honest, prepared to express your views, and willing to accept and commit to change.

• Listen when ideas are challenged, seek to understand the nature of the criticism and respond constructively

• Welcome new challenges and persist in raising and working through novel and difficult issues

• Stay calm and act constructively in highly pressured ad unpredictable environments

Act with integrity Be ethical and professional, and adhere to the Public Sector Values.

• Model the highest standards of ethical behaviour and reinforce them in others

• Represent the organisation in an honest, ethical and professional way and reinforce them in others

• Ensure that others understand the legislation and policy framework within which they operate

• Act to prevent and report misconduct, illegal and inappropriate behaviour

Manage Self Show drive and motivation, a measured approach and a commitment to learning.

• Act as a professional role model for colleagues, set high personal goals and take pride in their achievement

• Actively seek, reflect and act on feedback on own performance • Demonstrate a high level of personal motivation

Value Diversity Show respect for diverse backgrounds, experiences and perspectives.

• Recognise and adapt to individual differences and working styles • Encourage and include diverse perspectives in the development of

policies and strategies • Build and monitor a workplace culture that values fair and inclusive

practices and diversity principles

http://www.psc.nsw.gov.au/Sector-Support/Capability-Framework-Overview/Access-the-Capability-Framework/The-Capability-Framework

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Relationships


Communicate Effectively Communicate clearly, actively listen to others and respond with respect.

• Present with credibility, engage varied audiences and test levels of understanding

• Adjust style and approach to optimise outcomes • Translate technical and complex information concisely for diverse

audiences • Actively listen and encourage others to contribute inputs • Write fluently and persuasively in a range of styles and formats

Commit to Customer Service Provide customer centric services in line with public service and organisational objectives.

• Promote a culture of quality customer service in the organisation • Initiate and develop partnerships with customers to define and evaluate

service performance outcomes • Identify and incorporate the needs of customers in business design

process • Liaise with senior stakeholders on key issues and provide expert and

influential advice

Work Collaboratively Collaborate with others and value their contribution.

• Encourage a culture of recognising the value of collaboration • Identify opportunities to work collaboratively with other teams/units to

solve issues and develop better processes and approaches to work • Build co-operation and overcome barriers to information sharing and

communication across teams/units • Share lessons learned across teams/units

Influence and Negotiate Gain consensus and commitment from others and resolve issues and conflict.

• Influence others with a fair and considered approach and present persuasive counter-arguments

• Negotiate from an informed and credible position • Work towards mutually beneficial win/win outcomes • Lead and facilitate productive discussion with staff and stakeholders • Pre-empt and minimise conflict • Show sensitivity and understanding in resolving acute and complex

conflicts

Results


Deliver Results Achieve results through efficient use of resources and a commitment to quality outcomes.

• Drive a culture of achievement and acknowledge input of others • Investigate and create opportunities to enhance the achievement of

organisational objectives • Identify resource needs and ensure goals are achieved within budget and

deadlines • Identify changed priorities and ensure allocation of resources meets new

business needs • Ensure financial implications of changed priorities are explicit and

budgeted for • Use own expertise and seek others’ expertise to achieve work outcomes

Plan and Prioritise Plan to achieve priority outcomes and respond flexibly to changing circumstances.

• Initiate, prioritise, consult on and develop team/unit goals, strategies and plans

• Take into account future aims and goals of the team/unit and organisation when prioritising own and others’ work

• Ensure current work plans and activities support and are consistent with organisational change initiatives

• Evaluate achievements and adjust future plans accordingly

Think and Solve Problems Think, analyse and consider the broader context to develop practical solutions.

• Research and analyse information, identify interrelationships and make recommendations based on relevant evidence

• Anticipate, identify and address issues and potential problems and select the most effective solutions from a range of options

• Take account of the wider business when considering options to resolve issues

• Explore a range of possibilities and creative alternatives to contribute to systems, process and business improvements

Demonstrate Accountability Be responsible for own actions, adhere to legislation and policy and be proactive to address risk.

• Ensure that actions of self and others are focused on achieving organisational outcomes

• Exercise delegations responsibly • Understand and apply high standards of financial probity with public

monies and other resources • Monitor and maintain business unit knowledge of and compliance with

legislative and regulatory frameworks • Exercise due diligence to ensure work health and safety risks are

addressed • Incorporate sound risk management principles and strategies into

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business planning

Other Specific Requirements

The role and responsibilities are to be carried out in a manner that is consistent with delegations,

policies, procedures and operations systems of HealthShare NSW, and in line with the NSW Health

Code of Conduct. The following specific requirements should be noted:

Qualifications

Relevant tertiary qualifications

Vaccination

Category B

Workplace Culture

Model the NSW Health CORE values and the HealthShare NSW values and ensure all workplace

conduct is consistent with the behaviours associated with those values and the NSW Health Code of

Conduct.

Finance and Assets

Manage allocated finance and resources efficiently and effectively in accordance with the HealthShare

NSW Delegations Manual (and supporting corporate policies and documentation). This may include,

but not be limited to, management of an allocated budget, assets and stores, corporate records,

intellectual property and personnel records.

Risk Management

Undertake business unit risk planning and risk assessments, ensuring competence in risk

management and assessment. Understand and abide by the organisation’s risk policies, developing

an understanding of the operational and risk management context, managing risk accordingly.

Work Health and Safety

Workers have a positive duty to demonstrate commitment to safety. This includes taking reasonable

care for your own safety and others, participating with consultation arrangements and complying with

work health and safety legislation, policies, procedures and safety instructions.

Workplace Diversity

Comply with and participate in the organisations workplace diversity policies and procedures.

Training

Comply with and participate in the organisation’s training programs and policies, including participation

in mandatory training.

Performance Review

A performance assessment will be conducted within three (3) months following commencement of

employment.

At least every twelve (12) months, a performance review will be undertaken.

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Job Demands Checklist

The purpose of this checklist is to manage the risk associated with the position in relation to the occupant. It may

be used to provide information about the position to a Health Professional required to perform a pre-employment

medical assessment. Identification of possible risk can also assist with the development of a training plan for the

occupant to ensure the risks are minimised.

Each position should be assessed at the site as to the incumbent’s (or future incumbent’s) WHS responsibilities

specific to the position. This form is to be completed in consultation with the manager/supervisor of the

position being recruited for.

Job Demands Frequency Key: I = Infrequent intermittent activity exists for a short time on a very infrequent basis O = Occasional activity exists up to 1/3 of the time when performing the job F = Frequent activity exists between 1/3 and 2/3 of the time when performing the job C = Constant activity exists for more than 2/3 or the time when performing the job R = Repetitive activity involved repetitive movements N = Not Applicable activity is not required to perform the job Note: any entries not assigned a value will be automatically set to "N"

PHYSICAL DEMANDS - Description (comment) FREQUENCY

I O F C R N

Sitting – remaining in a seated position to perform tasks X

Standing – remaining standing without moving about to perform tasks X

Walking – floor type: even/uneven/slippery, indoors/outdoors, slopes X

Running – floor type: even/uneven/slippery, indoors/outdoors, slopes X

Bend/Lean Forward from Waist – forward bending from the waist to perform tasks X

Trunk Twisting – turning from the waist while sitting or standing to perform tasks X

Kneeling – remaining in a kneeling posture to perform tasks X

Squatting/Crouching – adopting a squatting or crouching posture to perform tasks X

Leg/Foot Movement – use of leg and/or foot to operate machinery X

Climbing (stairs/ladders) – ascend/descend stairs, ladders, steps X

Lifting/Carrying – light lifting and carrying (0 to 9 kg) X

Lifting/Carrying – moderate lifting and carrying (10 to 15 kg) X

Lifting/Carrying – heavy lifting and carrying (16kg and above) X

Reaching – arms fully extended forward or raised above shoulder X

Pushing/Pulling/Restraining – using force to hold/restrain or move objects toward or

away from the body X

Head/Neck Postures – holding head in a position other than neutral (facing forward) X

Hand and Arm Movements – repetitive movements of hands and arms X

Grasping/Fine Manipulation – gripping, holding, clasping with fingers or hands X

Work at Heights – using ladders, footstools, scaffolding, or other objects to perform

work X

Driving/Riding – controlling the operation of a vehicle (e.g. car, truck, bus, motorcycle,

bicycle) X

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SENSORY DEMANDS - Description (comment)

I O F C R N

Sight – use of sight is an integral part of work performance (e.g. viewing of X-Rays,

computer screens) X

Hearing – use of hearing is an integral part of work performance (e.g. phone enquiries) X

Smell – use of smell is an integral part of work performance (e.g. working with

chemicals) X

Taste – use of taste is an integral part of work performance (e.g. food preparation) X

Touch – use of touch is an integral part of work performance X

PSYCHOSOCIAL DEMANDS - Description (comment) FREQUENCY

Distressed People – e.g. emergency or grief situations X

Aggressive and Uncooperative People – e.g. drug/alcohol, dementia, mental illness X

Unpredictable People – e.g. dementia, mental illness, head injuries X

Restraining – involvement in physical containment of patients/clients X

Exposure to Distressing Situations – e.g. child abuse, viewing dead/mutilated bodies X

ENVIRONMENTAL DEMANDS - Description (comment) FREQUENCY

Dust – exposure to atmospheric dust X

Gases – working with explosive or flammable gases requiring precautionary measures X

Fumes – exposure to noxious or toxic fumes X

Liquids – working with corrosive, toxic or poisonous liquids or chemicals requiring

personal protective equipment (PPE) X

Hazardous Substances – e.g. dry chemicals, glues X

Noise – environmental/background noise necessitates people raise their voice to be

heard X

Inadequate Lighting – risk of trips, falls or eyestrain X

Sunlight – risk of sunburn exists from spending more than 10 minutes per day in

sunlight X

Extreme Temperatures – environmental temperatures are less than 15°C or more than

35°C X

Confined Spaces – areas where only one egress (escape route) exists X

Slippery or Uneven Surfaces - greasy or wet floor surfaces, ramps, uneven ground X

Inadequate Housekeeping - obstructions to walkways and work areas cause trips and

falls X

Working At Heights – ladders/stepladders/scaffolding are required to perform tasks X

Biological Hazards – exposure to body fluids, bacteria, infectious diseases X

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Employee Agreement

I have read the Position description and understand its contents, am fit and able to perform the duties

outlined in the Job Demands Checklist, and agree to work in accordance with the requirements of the

position.

Signatories Name Signature Date

Employee

Manager / Supervisor

Selection Criteria for the position

1. Extensive experience and a record of achievement in managing business processes in a large and

complex service environment, including relevant qualifications in business, management or

equivalent. This includes extensive knowledge and demonstrated experience in managing business

processes and implementing process improvement initiatives.

2. Excellent analytical skills including the ability to analyse and interpret complex information from

numerous sources, prepare and present analysis and reports, deal with challenges creatively and

achieve business focused solutions.

3. Excellent organisational skills and experience working in a high volume and demanding

professional environment with a capacity to prioritise, multi-task, achieve business goals, perform

and always work with a customer focused approach.

4. Well-developed interpersonal, influencing and negotiation skills with demonstrated experience

engaging and influencing key stakeholders and customers to influence and achieve optimal

business outcomes.

5. Proven capacity to contribute to and implement business initiatives, including the capability to plan,

manage change, improve performance and project manage.

6. Demonstrated experience using Lean/Six Sigma methodology and tools in an operational

excellence capacity.

7. Capacity and willingness, including current NSW driver’s license, to travel to HealthShare NSW

business and service locations throughout NSW, which may include overnight stay in regional /

remote areas.

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Position Details

Position Title: Business Process Manager



Reports to: Global Process Owner Manager Employment Status: Permanent Full-Time




The Business Process Manager (BPM) for HealthShare NSW will support the organisation with the

development and deployment of operational business processes. The BPM will lead a team of

Business Process Coordinators in identifying, prioritising, designing and overseeing the implementation

of process improvement initiatives that will positively affect key business metrics within the

organisation.








Our Vision



Our Values











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Accountable for the end-to-end performance of the operational business processes, monitoring

performance and effectiveness, improving operational performance, and ensuring that the correct

controls and compliance are in place

Deliver and identify business process improvement opportunities to advance key business

process metrics

Aligns opportunities and priorities between functional departments, sites and HealthShare


Leads stakeholder engagement, negotiation and organisational change management in an

operational excellence capacity for HealthShare Service Centres.

Oversees execution of process and systems implementation for HealthShare Service Centres.

Influence senior stakeholders and drive decisive action on process improvement issues

Lead cross functional teams and drives decision making across different functions


Sigma skills.


















Allocating resources effectively and efficiently in accordance with delegated authority


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Key Challenges














Position Dimensions

Staffing: 3 Expenditure: N/A

Number of direct reports: 3 Budget ($): N/A

Number of indirect reports (including contractors):N/A Financial Delegation: N/A







Personal Attributes



















of 8

Relationships










influential advice








conflicts

Results
























of 8

business planning





Qualifications


Vaccination

Category B

Workplace Culture



Conduct.

Finance and Assets





Risk Management








Workplace Diversity


Training



Performance Review


employment.


of 8











I O F C R N





















work X


bicycle) X

of 8


I O F C R N


computer screens) X



chemicals) X

















heard X



sunlight X


35°C X




falls X



of 8

Employee Agreement



position.


Employee



1. Extensive experience and a record of achievement in managing business processes in a large and







3. Excellent organisational skills and experience working in a high volume and demanding

professional environment with a capacity to prioritise, multi-task, achieve business goals, perform

and always work with a customer focused approach.

4. Well-developed interpersonal, influencing and negotiation skills with demonstrated experience

engaging and influencing key stakeholders and customers to influence and achieve optimal

business outcomes.

5. Proven capacity to contribute to and implement business initiatives, including the capability to plan,

manage change, improve performance and project manage.

6. Demonstrated experience using Lean/Six Sigma methodology and tools in an operational

excellence capacity.



remote areas.

of 9 PD_(insert title)_HealthShare NSW_17 May 2016


Position Details

Position Title: Customer Experience Manager


Department: CSCG Award: Health Managers (State) Award

Reports to: Chief Operating Officer & Associate Director Customer Experience

Employment Status: Permanent Full-Time

Roles reporting to: 2

Location:


Primary Purpose of the position As a senior leader in the Customer Service and Corporate Governance directorate, the primary

purpose of the position is to improve the overall satisfaction and loyalty of HealthShare NSW and

eHealth NSW customers by leading the customer experience team and driving targeted

improvements based on customer feedback. This includes understanding where changes are

required both on a reactive basis (from direct customer feedback) and a proactive basis (identifying

opportunities through data analysis). The position represents the Voice of the Customer (VOC) at all

times and works collaboratively with stakeholders to deliver customer-centric outcomes.








Our Vision



Our Values Our work is built on a foundation of trust and respect. We live the NSW Health CORE values of




values, customer promise, strategic priorities, performance goals, delegations, policies, procedures

and operations systems of HealthShare NSW and in line with the NSW Health Code of Conduct and

the Capabilities required to perform this role competently.



The accountabilities outlined below indicate the scope of the position. The incumbent may be asked to perform job-related tasks other than those specifically stated in this description.

Provide leadership and direction to staff of the customer experience team and effectively manage

issues to ensure continuous effective service delivery and a performance based, innovative,

responsive and accountable customer focused work culture

Develop, implement and drive initiatives that improve customer experience, working collaboratively with internal teams and customers.

Develop key performance indicators with the Associate Director of Customer Service to assist with identifying opportunities for service delivery improvement.

Monitor and evaluate complaint trends, feedback and survey data and performance reporting to identify opportunities, anticipate potential problems, and quantify impacts.

Develop quantitative and qualitative business insights and report to Associate Director Customer Experience.

Translate opportunities into actionable initiatives and programs to enable continuous service quality and cost improvements.

Undertake root cause analysis to understand systemic problems and identify customer-centric solutions using operational excellence and service design principles.

Develop and promote a customer-centric culture within the organisation, represent the Voice of the Customer at all times, and work closely with stakeholders for buy-in and engagement.

Collaborate and engage with the Workforce team to identify training needs and contribute to the development of organisational training strategies to improve service delivery.

Support HealthShare NSW and eHealth NSW in delivering excellent performance metrics through the development of operational excellence methodologies, productivity and cost efficiency and quality initiatives.

Collect and compile insights and feedback from customers, consumers and stakeholders.

Provide expertise in customer insights to stakeholders, in order to guide customer-centric design.

Manage and provide financial oversight for customer experience related projects as required.

Deputise for the Associate Director as required.

Key Challenges

Ensure a highly professional, performance based, innovative, responsive and accountable customer service culture within your team,

Ensure HealthShare NSW employees operate and engage in accordance with the NSW Health and HealthShare NSW values and the e Health NSW customer promises (and the expected behaviours associated with these values and promises),

To role model strong, effective management that is based on the organisation's values, driving operational priorities, achieving performance and meeting all legislative and policy requirements,

To successfully manage relationships within HealthShare NSW, eHealth NSW and with customer health services, the Ministry of Health and all partners/associations relevant to this role,

Maintaining current knowledge of contemporary practices, trends and developments in portfolio, program and project management,

To manage allocated finance and resource utilisation efficiently and effectively in accordance with the HealthShare NSW, eHealth NSW and NSW Government policies and processes.


Maintaining current knowledge of contemporary trends and developments in customer experience and service delivery performance measurement and analysis best practices across channels.

Interpreting key performance indicators and metrics to identify systemic issues and opportunities for improvement.

Managing and integrating multiple functions including knowledge management and service quality coaching to identify initiatives for customer experience improvement.

Leading customer experience and quality improvement culture in teams who work in customer facing channels (such as Service Centres, Enable NSW and Food & Hotel Services).

Establishing constructive working relationships with channel leads, organisational development team and the participating directorates.

Exercising sound judgement and discretion in dealing with sensitive and contentious issues and when representing HealthShare NSW and eHealth NSW with customer Executive.

Position Dimensions

Staffing:

Number of direct reports: 2 Budget ($):

Number of indirect reports (including contractors): 1 Financial Delegation:







Personal Attributes




















Relationships










influential advice








conflicts

Results

























business planning

People Management


Manage and Develop People Engage and motivate staff and develop capability and potential in others.

• Refine roles and responsibilities over time to achieve better business outcomes

• Coach and mentor staff and encourage professional development and continuous learning

• Provide timely constructive and objective feedback to staff • Address and resolve team and individual performance issues, including

unsatisfactory performance in a timely and effective manner • Develop team/ unit plans that take into account capability, strengths and

opportunities for development

Inspire Direction and Purpose Communicate goals, priorities and vision and recognise achievements.

• Promote a sense of purpose within the team and enable others to understand the strategic direction of the organisation

• Build a shared sense of direction, clarify priorities and goals and inspire others to achieve them

• Work with others to translate strategic direction into operational goals and build a shared understanding of the link to core business outcomes

• Recognise and acknowledge high individual/ team performance

Optimise Business Outcomes Manage resources effectively and apply sound workforce planning principles.

• Initiate and develop longer-term goals and plans to guide the work of the team in line with organisation objectives

• Allocate resources to ensure achievement of business outcomes and contribute to wider workforce planning

• Monitor performance against standards and take timely corrective actions • Encourage others to strive for ongoing performance improvement

Manage Reform and Change Support, promote and champion change, and assist others to engage with change.

• Actively promote change processes to staff and participate in the communication of change initiatives across the organisation

• Engage staff in change processes and provide clear guidance, coaching and support

• Identify cultural barriers to change and implement strategies to address these

• Provide guidance, coaching and direction to others managing uncertainty and change






Qualifications


Vaccination

Category B

Workplace Culture



Conduct.

Finance and Assets





Risk Management








Workplace Diversity


Training



Performance Review


employment.








Each position should be assessed at the site as to the incumbent’s (or future incumbent’s) OHS responsibilities





I O F C R N





















work X


bicycle) X



I O F C R N


computer screens) X



chemicals) X

















heard X



sunlight X


35°C X




falls X




Employee Agreement



position.


Employee



1. Demonstrated experience in leading a team with a record of achievement in customer experience

in a large and complex organisation, including management of feedback and ‘Voice of the

Customer’ programs.

2. Superior experience in developing and implementing strategies and programs to strengthen

customer experience / engagement across and large and complex organisation.

3. Superior interpersonal, influencing and negotiation skills with extensive experience engaging and

influencing key stakeholders and customers to influence and achieve optimal business outcomes.

4. Superior analytical skills including the ability to analyse and interpret complex customer experience

issues, prepare and present analysis and reports, deal with challenges creatively and achieve

business focused solutions.

5. Demonstrated high level of computer literacy and understanding of technology as it applies to

improving and enhancing the customer experience, including Client Relationship Management

systems, digital and self-service, knowledge management and other tools.

6. Superior organisational skills and experience working in a high volume and demanding professional

environment with a capacity to prioritise, multi-task, achieve business goals, perform and always

work with a customer focused approach.

7. Demonstrated experience in customer relationship management in a service based environment

with appropriate tertiary qualifications and/or demonstrated equivalent professional experience.

of 8


Position Details

Position Title: Global Process Owner



Reports to: Operational Excellence Manager Employment Status: Permanent Full-Time




The Global Process Owner (GPO) will support the strategy, planning and execution of HealthShare

NSW Operational Excellence program. This role will drive the cross-functional design and

implementation of process improvements to support business units. The GPO will lead a global

process team in identifying, prioritising, designing and overseeing the implementation of process

improvement initiatives that will positively affect key business metrics within the organisation.








Our Vision



Our Values











of 8




Leads global Operational Excellence program for the organisation through processes, systems,

data, training and people.

Identifies improvement opportunities to advance key business process metrics

Aligns opportunities and priorities between functional departments and sites across HealthShare


Collaborates and works closely with the executive leadership team to ensure alignment with

strategic goals.

Recommends solutions and consolidates platforms to improve integration

Minimises customisation of solutions and achieves high standardisation levels

Governs global template and controls rate of change to meet business needs

Leads stakeholder engagement and organisational change management in an operational

excellence capacity for HealthShare

Manages and oversees execution of process and systems implementation for HealthShare

Accountable for portfolio of process improvement initiatives, programs and projects in given area

Negotiate, collaborate and influence stakeholders to drive decisive action on process

improvement issues

Lead and manage cross functional teams and drive decision making across different functions


Sigma skills.









Monitor and escalate emerging issues and prepare various briefing papers, reports and

responses to senior staff in collaboration with the Operational Excellence Manager










of 8

Plan and oversee Human Resource Management (HRM) within projects including planning for

human resources requirements, identifying and co-ordinating any project specific training and

education, monitoring project staff performance and managing the project team and stakeholders.


Key Challenges














Position Dimensions

Staffing: 6 Expenditure: TBC

Number of direct reports: 6 Budget ($): TBC

Number of indirect reports (including contractors):TBC Financial Delegation: TBC







Personal Attributes














of 8






Relationships










influential advice








conflicts

Results


















Demonstrate Accountability • Ensure that actions of self and others are focused on achieving

of 8

Be responsible for own actions, adhere to legislation and policy and be proactive to address risk.

organisational outcomes • Exercise delegations responsibly • Understand and apply high standards of financial probity with public




business planning





Qualifications


Vaccination

Category B

Workplace Culture



Conduct.

Finance and Assets





Risk Management








Workplace Diversity


Training



Performance Review


employment.


of 8











I O F C R N





















work X


bicycle) X

of 8


I O F C R N


computer screens) X



chemicals) X

















heard X



sunlight X


35°C X




falls X



of 8

Employee Agreement



position.


Employee



1. Extensive experience and a record of achievement in managing global processes in a large and




2. Superior analytical skills including the ability to analyse and interpret complex information from



3. Demonstrated experience and proven success in leading and developing capability of a team, and

coaching and advising managers, whilst always fostering a performance based and customer

focused work culture.

4. Superior interpersonal, influencing and negotiation skills with demonstrated experience engaging

and influencing key stakeholders and customers to influence and achieve optimal business

outcomes.

5. Proven capacity to contribute to and implement organisation wide strategic initiatives, including the

capability to plan, manage change, improve performance and project manage.

6. Extensive experience using Lean/Six Sigma methodology and tools in an operational excellence

capacity.



remote areas.

of 8 PD_<insert “Position Title”>_<insert “Department”>_HealthShare NSW_17 May 2016


Position Details

Position Title: Project Management Office (PMO) Manager


Department: Operational Excellence Unit Award: Health Managers (State) Award

Reports to: Operational Excellence Manager Employment Status: Permanent Full-Time




The Project Management Office (PMO) manager will be responsible for the management and delivery

of projects within HealthShare NSW. Leading a team of project managers, the PMO manager will

ensure projects undertaken within HealthShare NSW follow standard project management

methodology (e.g. PMBOK, Prince2). The PMO manager will also be responsible for building strong

relationships with internal and external customers, supporting internal business units with their project

management needs, and ensuring project cost, schedules, and performance goals are met.








Our Vision



Our Values














accountable customer focused work culture.

Manage projects through entire lifecycle including concept, design, production, support and

sustainment processes.

Ensure best practice across the business and provide specialist project management tools,

resources and advice to support large and complex projects through to completion


Sigma skills.







Monitor and escalate emerging issues and prepare various briefing papers, reports and responses to senior staff in collaboration with the Operational Excellence Manager

Assign and manage internal, external, multi-divisional, direct and matrixed resources to ensure all

project objectives and goals are met.

Manage and contribute to strong working relationships with key stakeholder groups to achieve

required business outcomes including building relationships and working closely with HealthShare

business lines to influence, champion and support operational excellence activities.

Manage the expectations and risks of the project and provide project status reports to various

stakeholders to ensure risks are managed.

Provide senior leadership to a cross-functional team including ensuring communication and

cooperation amongst team members and resolving conflict effectively.

Work with development teams throughout the development lifecycle to maintain accurate

timelines and help identify and resolve project management issues.

Participate in and provide input to training on department & division procedures and policies.

Develop and implement corrective action plans when deviations from budgets and/or schedules

are evident.

Oversee quality outputs including the application of innovative work practices and lessons learnt, consistent project management methodologies, tools and processes.

Contribute to the professional development of the team by providing change management leadership, guidance and coaching where appropriate.

Contribute to the development of an effective knowledge management framework that supports redesign and innovation best practice.

Plan and oversee Human Resource Management (HRM) within projects including planning for human resources requirements, identifying and co-ordinating any project specific training and education, monitoring project staff performance and managing the project team and stakeholders.


Key Challenges










services, the Ministry of Health and all partners/associations relevant to this role, program and

project management,



Position Dimensions

Staffing: 7 Expenditure: TBC

Number of direct reports: 7 Budget ($): TBC

Number of indirect reports (including contractors): TBC

Financial Delegation: TBC







Personal Attributes


















Relationships






Commit to Customer Service • Promote a culture of quality customer service in the organisation



Provide customer centric services in line with public service and organisational objectives.

• Initiate and develop partnerships with customers to define and evaluate service performance outcomes

• Identify and incorporate the needs of customers in business design process

• Liaise with senior stakeholders on key issues and provide expert and influential advice








conflicts

Results
























business planning






Qualifications


Vaccination

Category B

Workplace Culture



Conduct.

Finance and Assets





Risk Management








Workplace Diversity


Training



Performance Review


employment.













I O F C R N





















work X


bicycle) X



I O F C R N


computer screens) X



chemicals) X

















heard X



sunlight X


35°C X




falls X




Employee Agreement



position.


Employee



1. Extensive experience and a record of achievement in delivering medium to large scale projects in a

large and complex service environment, including post graduate qualifications or equivalent. This

includes Project Management Professional (PMP) certification and/or extensive knowledge and

demonstrated experience in project and program management.




3. Demonstrated experience and proven success in leading and developing capability of a team, and

coaching and advising managers, whilst always fostering a performance based and customer

focused work culture.

4. Superior interpersonal, influencing and negotiation skills with demonstrated experience engaging

and influencing key stakeholders and customers to influence and achieve optimal business

outcomes.

5. Proven capacity to contribute to and implement organisation wide strategic initiatives, including the

capability to plan, manage change, improve performance and project manage.

6. Extensive experience using Lean/Six Sigma methodology and tools in an operational excellence

capacity including proven experience using PMBOK and Prince2 project methodologies.

7. Proven experience using MS Project and/or or other project management software.



remote areas.

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