update: university of canberra hospital...update: university of canberra hospital dear member, as...

Update: University of Canberra Hospital

Dear Member, As members will be aware, the new University of Canberra Hospital is due to be opened in July 2018. While a long time in the planning, the ACT Government has failed to consult relevant unions about what the impact on members. In fact, it was only after considerable lobbying by the HSU that an agreement was reached for the formation of a Joint Consultative Committee, a formal structure to enable consultation with unions representing affected staff. The first impact that was revealed at the very first JCC meeting on 7 March 2018 was that the ACT Government had decided to contract out not only Security and Cleaning departments, but also Food Services and Ward Services under a ‘Design, Build and Maintain’ contract with head contractor BGIS. The HSU was never advised of this decision nor consulted. Given the seriousness of this issue I have written to the Minister for Health, Ms Meegan Fitzharris, to outline my significant concerns that the ACT Government could contract out jobs in the ACT in direction contravention of commitments in ACT Public Sector Agreements to minimise the use of contractors and support direct employment. This was done under the guise of ‘maintenance’ and without any discussion with the HSU. I also met with the Minister on Tuesday 27 March 2018 to reiterate these concerns. The HSU is fundamentally opposed to the decision to contract out this work at UCH and we will continue to hold the Minister and the ACT Government accountable in every forum available to us. We will also be demanding that the ACT Government rectify the situation and bring back these workers to the public sector when the contract is up for renewal. In the meantime, the HSU will be pursuing in further discussions with the Minister that workers under these contracts are paid ACT Public sector wages and conditions. We are also actively considering legal action against the ACT Government for the breach of the ACT Public Sector Support Services Enterprise Agreement for failure to consult. For staff whose areas are transferring to UCH the JCC has also been discussing numbers of staff, models of care and process of transfer. Attached are documents that have been provided by ACT Health. If any member has any feedback on these documents, questions or concerns, please contact HSU Industrial Officer Julie Gordon via email [email protected]. In unity,

Gerard Hayes Secretary, HSU NSW/ACT

Newsletter: 184/2018 Date: 12 April 2018

Distribution: ACT Health members Contact: Julie Gordon

mailto:[email protected]

Table of contents

3 – Draft University of Canberra Hospital Organisational Chart

4 – Draft UCH Administration Workforce Model Proposal

53 – Draft UCH Specialist Centre for Rehabilitation, Recovery and

Medical Imaging Model of Service Delivery

59 – Draft UCH Pathology Model of Service Delivery

Executive DirectorMHJHADS

Executive DirectorRACC

Personal Assistant Executive Officer

Organisational ChartUniversity of Canberra Hospital

Specialist Centre for Rehabilitation, Recovery and Research

DirectorRehabilitation

Medicine

DirectorAllied Health

DirectorCommunity Care

Program

Operations Manager

Director Geriatric Medicine

Director of Nursing

Administration Manager

Allied Healh

Dietician

Speech Pathology

Social Work

Community Ambulatory

Rehabilitation Services (CARS)

Physiotherapy & Exercise Physiology

Psychology

Occupational Theraphy

Inpatient/Day Program

Rehabilitation Medicine Clinics

After Hours RMO

Canberra Hospital Acute Subacute

Early Rehabilitation Services (CHASERS)

Consultant

Inpatient/Day Program

Assistant Director of Nursing

Specialist Nursing e.g. Nurse

Practitioner

Inpatient UnitClinical Nurse

Coordinators (CNC)

Aged Care

Assessment Team

After Hours Nurse Manager

Operational Director Rehabilitation &

Specialty Services

Clinical Director Rehabilitation &

Specialty Services

Assistant Director of Nursing

Consultant Psychiatrists

Registrar Psychiatrists

Adult Mental Health

Rehabilitation Unit (AMHRU)

Clinical Nurse Consultant

Enrolled Nurses

Registered Nurses

Psychology

Social Worker

Occupational Therapist

Allied Health

Assistants

Team Leader

Registered Nurses

Health Professionals

– Social Work/Occupational

Therapy/Psychology

Peer Workers

Facility Manager

Work in Progress as at 3 April 2018

Director of Operations

Collections Manager

Customer Services Manager

Adult Mental Health Day

Service (AMHDS)Deputy Director of Pharmacy - Operations &

Support

Lead Dispensary Services

DirectorPharmacy

Deputy Director of Pharmacy -

Clinical

Lead RACC

Enrolled Nurses

Registered Nurses

AINS

Executive DirectorBSS

Director Medical Imaging

General Team Leader

Chief Radiographer

Executive DirectorMedicine

Office MangerReferral & Intake

Customer Service Officers

Office MangerReception

Customer Service Officers - Reception

Deputy Director-General

Corporate

Deputy Director-General Canberra Hospital & Health

Services (CHHS)

TO Dispensary

Based at UCH

Key:

Radiographer UCH Collection Centre Staff

Member

UCH Pharmacist

Executive DirectorCSS

Identifies function across whole of facility - that is based at UCH

Biomedical Engineering Spiritual Support ServicesTissue ViabilityInfection Prevention and Control

In Reach Support

Services

ALO Manager

Director Allied Health Director

Allied Health

MHJHADS ALO

ALO's

T/L

Identifies function across whole of facility - that is based at UCH

Identifies CHHS wide resource, excluding MHJHADS - based at CH

Identifies MHJHADS wide resource - not specifically located at UCH

Draft

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Executive Director Pathology

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Director of Operations

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Customer Services Manger

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Collections Manager

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Executive Director Client Support Services

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Director Medical Imaging

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Chief Radiographer

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General Team Leader

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Director Pharmacy

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Deputy Director of Pharmacy Clinical

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Lead RACC

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Deputy Director of Pharmacy - Operations & Support

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Lead Dispensary Services

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Executive Director Medicine

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Director Allied Health

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ALO Manager

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In Reach Support Services

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Biomedical Engineering Spiritual Support Services Tissue Viability Infection, Prevention and Control SNAP Team

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Deputy Director - General Canberra Hospital & Health Services (CHHS)

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Executive Director Business Support Services

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Deputy Director-General Corporate

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CHHS Wide function - based at CH

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Identifies in-reach function for UCH - located at CH

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Based at CH

Administration Working Group

UCH Administration Workforce Model Proposal

(DRAFT) v6

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CONTENTS Executive Summary ................................................................................................................................................ 3

Recommendations .................................................................................................................................................. 4

Integrated Administration Model ........................................................................................................................... 5

Current Divisional Administration .......................................................................................................................... 7

RACC Administration .......................................................................................................................................... 7

MHJHADS Administration ................................................................................................................................... 9

Clinical Support Services at TCH (Ward Clerks) .................................................................................................. 9

Other Support Services ....................................................................................................................................... 9

Calvary Health ................................................................................................................................................... 10

Proposed UCH Administration Workforce ............................................................................................................ 10

Culture and Team Building ............................................................................................................................... 10

Proposed FTE .................................................................................................................................................... 10

Workforce Breakdown .......................................................................................................................................... 13

Governance structure ........................................................................................................................................... 18

Risks/Industrial Relations issues ........................................................................................................................... 18

Attachment 1 – Role descriptors .......................................................................................................................... 19

Attachment 2 – Current Duty statements ........................................................................................................... 23

Attachment 3 – Proposed duty statements ......................................................................................................... 36

Attachment 4- Summary of changes to Workforce (by classification)…………………………………………………………..….43

Attachment 5 - Summary of changes to workforce (by position)…………………………………………………………………..…44

Attachment 6 - IR staffing plan…………………………………………………………………………………………………………….………….46

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EXECUTIVE SUMMARY The University of Canberra Hospital (UCH) Administration Model Working Group (UCH AMWG) has been established to develop an integrated administration model to support the UCH Hospital Model Of Service. This group consists of nominated representatives from the relevant businesses that will be affected by the proposed model.

At UCH the 2 divisions of Rehabilitation, Aged and Community Care (RACC) and Mental Health, Justice Health, Alcohol and Drug Service (MHJHADS) are providing services within the one site. This model has been developed based on the assumption we are working towards the efficient delivery of services and opening bed numbers of:

• RACC 64 inpatient beds

• RACC 5 Day Service places plus ambulatory care services

• Adult Mental Health Rehabilitation Unit 20 inpatient beds

• Mental Health 25 Day Service places

Administration support for clinical support services such as Aboriginal and Torres Strait Islander Liaison, Spiritual Support, Radiology, Pharmacy and Equipment Loans Services are not within the scope of this document. Currently the governance and budget for several of the roles including MHJHADS, Hydrotherapy, Clinical Support Services (previously Ward Clerks) and Front Reception does not sit with RACC. The industrial implications and decision to transfer budget and FTE from other services to RACC for the provision of Administration Support is beyond the scope of this document, however recommendations have been made in this space.

A limitation of this proposal is that the budget had been developed prior to thorough job analysis being completed. A job analysis has been conducted within RACC to gain an understanding of current administration supports and potential capacity and efficiencies that could be achieved. However as the budget has already been determined there is limited scope for adjustment. There is a zero increase in administration FTE for UCH, with the exception of 2.71 FTE that has been allocated to provide support to a new front reception service. Recommendations on FTE in this proposal are based on the direction provided by the Deputy Director General – Canberra Hospital and Health Services in late 2016.

Further work is being undertaken with the Workforce and Culture team to develop an industrial relations (IR) strategy to support this model. An outline of this strategy is included at the end of this document (Attachment 6).

ICT

At this stage it is not confirmed what ICT innovations will be incorporated on opening UCH. It is anticipated that there will be:

1. Data entry: there is potential for ICT to support the current data entry completed by administration and clinical staff.

2. Progress towards an electronic clinical record: this would reduce the work impact of file creation for both the inpatient and outpatient/ambulatory units.

3. Queue flow system which will support the flow of patients accessing ambulatory and RACC day program services

4. Coordinated room booking and scheduling

5. Car park validation system

It is unlikely that all of these ICT Innovations will be in place on opening. Further efficiencies however may be achievable once they are introduced.

RECOMMENDATIONS

The UCH Administration Working Group recommends the following:

1. The administration team adopt the term “Customer Service Officer” for all ASO2 & 3 roles within UCH.

2. An integrated facility wide administration model to allow flexibility with staff working

across all UCH services. This includes front reception, ward support, day service and ambulatory support. Additional benefit for staff with the opportunity to develop a multi-faceted skill set.

3. The UCH Administration team are governed by Division of RACC and report to the Operations Manager of RACC to support recommendation number 2.

4. New duty statements be established for identified positions to support recommendation

number 1.

5. At UCH opening, for 84 beds, 35 Day Service places and Ambulatory Care Services, a total of 18.47 Full Time Equivalent (FTE) to provide administration support to the facility and divisional administration support requirements. Table 1 provides a breakdown of the 18.47 FTE across the facility.

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6. 13.5 FTE of the current RACC Administration team relocate to UCH in support of

recommendation number 5.

7. 1.00 FTE administration support for Brian Hennessy Rehabilitation Centre within MHJHADS relocate to UCH to support recommendation number 5.

8. 1.00 FTE administration support for inpatient wards 12B and RILU relocate from Clinical

Support Services to UCH to support recommendation number 5. 9. 1.00 FTE administration support for Calvary ACRU ward relocate to UCH to support

recommendation number 5. 10. 2.00 FTE be recruited to support the new front reception of UCH. 11. Cost centre for management of administrative staff at UCH will be a RACC responsibility;

there will be a specific UCH Cost centre established, as well as a RACC administrative Cost centre.

12. 12.88 FTE of the current RACC Administration team will remain in the generic RACC

areas.

INTEGRATED ADMINISTRATION MODEL The integrated facility wide administration model is a collaborative approach to providing administrative services that breaks the current barriers caused by being separated by different divisions, duty statements and classifications. The integrated model allows flexibility amongst administration services and the opportunity for staff to work across several services providing a range of tasks to support the model of service delivery. The integrated model will also create efficiencies and increase productivity by maximising the capacity of the workforce and will assist in meeting the challenges of UCH being in a standalone facility. Benefits to staff also include an opportunity to expand skills and knowledge and to provide a pathway for career progression throughout the varying classifications. A challenge of the current structure of administrative staff being separated by divisions means that there is reduced flexibility with providing support to other areas as required. Not only are the funding sources different, but the knowledge skills and abilities create a barrier as well. If the current Canberra Hospital model was replicated in UCH, there would be a gap in service provision during periods of leave and a requirement for divisions to deploy staff from TCH/other locations to provide cover. The proposed integrated facility wide model for UCH will create efficiencies, expand knowledge of the administration team and eliminate the need for staff to be deployed from the divisions across various locations to provide backfill.

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The integrated model provides capacity for frontline customer service positions to be covered at all times by redeploying staff from other areas or from back of house positions. It assists to break down barriers to a particular role belonging to only one person and/or having limited capacity. For example changing the traditional ward clerk position to a more inclusive ASO3 Customer Service role, will give greater scope for that person to assist the clinical teams and also in terms of providing backfill to that frontline position in times of unanticipated leave. A business continuity plan will also be developed to cover situations of a large quantity of leave at the same time, for example during flu season.

CURRENT DIVISIONAL ADMINISTRATION

RACC ADMINISTRATION The current RACC Administration team consists of approximately 26.40 FTE; this is inclusive of the Administration Operations Manager, Executive Officer and Personal Assistant to the Executive Director and Personal Assistant to Clinical Director, Director of Nursing and Director of Allied Health. This 26.40 FTE is not inclusive of administrative staff that fall under Client Support Services which includes Equipment Loan Service (ELS), ACT Equipment Scheme (ACTES) and Domiciliary Oxygen and Respiratory Support Scheme (DORSS). RACC Administration is a centralised model with staff providing support to multiple services as opposed to each service having ownership of admin FTE. The team is located across various sites including Canberra Hospital, Village Creek Centre, Community Health Centres, Independent Living Centre and Gaunt Place. A job analysis has been conducted within RACC to gain a thorough understanding of current support being provided by administration and to clearly define the outputs and deliverables of these positions. This process has also included a review of administrative processes across the services to understand where efficiencies can be realised and where a process will be required to change as a result of a move to UCH. The job analysis also provided insight into the required administration support for RACC services that will not be relocating to UCH.

A total of 13.50 FTE have been identified to transfer to UCH to support the integrated model. This is inclusive of Administration Operations Manager, Executive Officer, Personal Assistant to the Executive Director, Personal Assistant to the Clinical Director and Allied Health Director, Nursing PA Support and RACC Project support. As mentioned in the executive summary, a limitation of this proposal is that the budgeted FTE had been determined prior to completion of a thorough job analysis. There is potential for additional administration FTE within RACC to be allocated at different sites based on capacity and demand across all services and upon review of processes and increasing efficiency. A breakdown of current FTE can be seen below.

The FTE available to transfer to UCH has been determined taking into consideration the RACC services that will not be moving to UCH. This includes community based services, clinical technology services, oxygen and equipment and a portion of geriatrics. An appropriate level of administration support needs to remain with the services that will not be relocating. Based on this information, 12.88 FTE of the RACC Administration team have been identified as positions that will remain with the services and will not transfer to UCH.

Current RACC Administration (non-inclusive of Client Support Services)

Classification Budgeted FTE Job title Current location

SOG C 0.50 Executive Officer TCH SOG C 1.00 Operations Manager TCH ASO 5 1.00 Administration Manager TCH ASO 5 1.00 Nursing support TCH ASO 5 1.00 Personal Assistant to Executive Director TCH ASO 5 1.00 RACC Project Officer TCH ASO 4 1.00 Personal Assistant to Directors TCH ASO 4 1.00 Team Leader TCH ASO 4 1.00 Team Leader Village Creek ASO 3 1.00 Community Administration Support Belconnen Health Centre ASO 3 0.40 Community Administration Support City Health Centre ASO3 0.60 Falls Program City Health Centre ASO 3 1.00 Administration Support Officer Independent Living Centre ASO 3 1.00 Community Administration Support Link/Gaunt Place ASO 3 1.00 CRT Administration Support Officer Phillip Health Centre ASO 3 1.00 Community Administration Support Phillip Health Centre ASO 3 0.80 Outpatients Administration RACC Outpatients ASO3 0.60 Outpatients Administration RACC Outpatients ASO 3 1.00 ACAT Administration Officer TCH ASO 3 1.00 Divisional Administration Support TCH ASO 3 1.00 RADAR Administration Support TCH ASO 3 1.00 Community Administration Support Tuggeranong Health Centre ASO 3 1.48 Administration Support - Reception Village Creek ASO 3 1.00 Administration Support Officer – P&O Village Creek ASO 3 1.00 Administration Support Officer – ELS Village Creek ASO 3 1.00 Administration Support Officer – TTCP Village Creek ASO 3 1.00 Administration Support Officer - CTW Village Creek ASO 2 1.00 Divisional Administration Support TCH 26.38

MHJHADS ADMINISTRATION There is currently 1.00 FTE ASO5 and 1.00 FTE ASO3 located at Brian Hennessy Rehabilitation Centre which will be relocating to UCH. A job analysis was conducted with the teams at Brian Hennessy to gain a thorough understanding of current administration tasks that are being undertaken by both ASO’s and clinicians and to clearly define the outputs and deliverables of these positions.

The budgeted FTE for Mental Health in UCH as per the Paxton’s report is 1.35 FTE ASO3. To support the integrated model, it is proposed that the budget for administration staff at Brian Hennessy transfer to UCH. Further work needs to be undertaken in conjunction with Workforce to inform the IR strategy as this is a change in the current workforce resulting in a potential excess officer.

CLINICAL SUPPORT SERVICES AT TCH (WARD CLERKS) Clinical Support Services currently provide administrative support to the majority of inpatient wards in Canberra Hospital with a total of 58.52 FTE. There is currently 1.16 FTE ASO3 that provides support to RACC unit 12B and the Rehabilitation Independent Living Unit (RILU) during core business hours. After hours support is provided by the afterhours Ward Clerk.

The recommendation is that the budget for 1.16 FTE ward clerks from Clinical Support Services transfer to UCH in line with the move of wards 12B and RILU.

OTHER SUPPORT SERVICES The proposed model includes administration support for all areas in UCH including Pharmacy, Hydrotherapy and Pathology. Currently the governance and budget for several of the roles does not sit with RACC. It is not envisaged that Pathology, Medical Imaging or Pharmacy will have a high requirement for administration support and will utilise existing supports within the respective divisions, however, support for Hydrotherapy has been included in the proposed FTE as this will form part of the ambulatory services at UCH.

CALVARY HEALTH The Aged Care Rehabilitation Service (ACRS) is relocating to UCH from Calvary Hospital. Advice provided to ACT H by Government Solicitors Office (GSO) is that there are complexities around the employment arrangements for staff at Calvary that means ACT Health are unable to transfer those staff under the Public Service Management Act 1994 (PSM Act). It is recommended that the budget for 1.00FTE ward clerk be transferred to UCH in line with the relocation of the Aged Care Rehabilitation Service.

PROPOSED UCH ADMINISTRATION WORKFORCE

CULTURE AND TEAM BUILDING The UCH Administration Working Group has recommended that the ASO2 and ASO3 positions are titled as ‘Customer Services Officers”. This was proposed to apply to all positions at that level to:

1. Redirect the focus of the roles to the primary duty of customer service to patients and visitors, and also to UCH staff and other stakeholders

2. Provide a positive and easily recognisable role name for patients, visitors and staff that they have face to face contact with.

3. Promote a positive team culture by starting with a positive role title rather than a restrictive role title.

4. Remove barriers to people owning a particular role

5. Remove barriers to people resisting work items outside of their regular role with an expectation of a whole of facility approach

6. Provide a duty statement where the job description can be linked to ACT Health values

PROPOSED FTE The integrated administration model has been developed with consideration of current roles, responsibilities and classification of the various administration positions across divisions. A job analysis was conducted within the divisions to ensure all outputs and activity was accounted for.

The following table is reflective of the direction received and is based on opening with:

• RACC 64 inpatient beds

• RACC 5 Day Service places plus ambulatory care services

• Adult Mental Health Rehabilitation Unit 20 inpatient beds

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• Mental Health 25 Day Service places

There is a deficit of 4.97 FTE between RACC and Mental Health and this is due to the new reception service and the provision of ward support that is currently governed by Clinical Support Services and Calvary. 2.71 FTE has been allocated in the budget to support the reception function and this is the only increase in FTE for administration. A further 2.27 FTE is required for ward clerk services. Currently this FTE is provided by Clinical Support Services and at ACRS at Calvary Hospital

All other positions are within existing services and are either being transferred or offset.

Table 1: Proposed FTE for UCH Administration

Position Classification FTE

Administration Operations Manager SOG C 1.00

Executive Officer SOG C 0.50

Personal Assistant to Executive Director ASO 5 1.00

Nursing support ASO 5 1.00

Administration Manager ASO 5 1.00

Office Manager, Intake ASO 4 1.00

Office Manager, reception ASO 4 1.00

RACC Divisional Administration Support ASO 2 1.00

RACC Divisional Administration Support ASO 3 1.00

Customer Service Officer - Front reception ASO 3 2.70

Customer Service Officer – RACC Day Service Reception

ASO 3 2.00

Customer Service Officer - RACC Intake ASO 3 1.65

Customer Service Officer - MHJHADS Day & Inpatient Service

ASO 3 1.35

Customer Service Officer - RACC Inpatient Service ASO 3 2.27

TOTAL 18.47

WORKFORCE BREAKDOWN To support the above mentioned FTE, a breakdown of the proposed workforce is described in Table 2. This includes a description of the role, classification, FTE and hours of service delivery. Further information about the specific outputs of each position can be seen at attachment 1: UCH Administration Role Descriptors.

Table 2: Proposed UCH Administration Workforce Breakdown

Job Function Classification

Description Working arrangements

Proposed

FTE

Revision of Duty Statement

Operations Manager

SOG C This is an existing position that will transfer to UCH. It is proposed that the administration team reports to this position and this is described further in the proposed governance structure. There will be no change to the hours of service delivery for this position, however consideration needs to be given to afterhours management of administration staff.

Core business hours + on call

1.00 No

Executive Officer SOG C This is an existing position that will transfer to UCH. There will be no change to the hours of service delivery or outputs for this position.

Core business hours

0.50 No

Personal ASO 5 This is an existing position that will transfer to UCH. There will be no change to the hours of service delivery or outputs for this

Core 1.00 No

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Assistant (ED) position. business hours

Nursing support officer

ASO 5 This is an existing position that will transfer to UCH. It is proposed that this position will undertake additional responsibility at UCH such as managing the patient transport.

Core business hours

1.00 Yes

Office manager (Intake)

ASO 4 This is a change to an existing role. In its current form this role provides PA support for the Geriatric Consultants, Rehabilitation Consultants, and Director of Allied Health and Director of Nursing. It would be logistically challenging to continue to provide this support to both Geriatrics and Rehabilitation when they are based on separate campuses. There is also a significant increase in the number of consultants to support and the level of services that the Directors are now providing at UCH. This role would undertake additional responsibility for supervision of ‘back of house’ and administrative staff working in AMHRU/AMHDS.

Core business hours

1.00 Yes

Office manager (reception)

ASO 4 This is a change to an existing role and a reclassification. In its current form this role provides project support to RACC but has been an underutilized role. The position is currently classified at an ASO5 level. This role would undertake PA support to the Allied Health director and clinicians and undertake additional responsibility for supervision of ‘front of house’ (reception) staff.

Core business hours

1.00 Yes

UCH Admin ASO 5 This is an existing role that will transfer to UCH. This position Core 1.00 Yes

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manager would be responsible for day to day management and co-ordination of the administration team at UCH. The staff member transferred to UCH will depend on the leadership requirements in RACC administration overall at the time of opening UCH. The ASO 5 position is an existing position and completely offset. As UCH will be a new facility with new challenges there may be value in having the ASO 5 position on site for the first 6 months and then evaluate.

business hours

Ward support RACC

ASO 3 These are positions that do not currently belong to RACC or MHJHADS. UCH will have 4 RACC wards and will be increasing RACC services by 44 inpatient beds. These positions will be responsible for the admission and discharge of patients to UCH (including statistical discharge) and the provision of general administration support to the ward and nurse unit manager. With a reduction in nursing FTE, these roles are imperative to reduce administrative burden of clinical staff.

Monday-Friday

Core business hours

2.27 Yes

Main reception ASO 3 This function is currently managed by BSS and is an increase in FTE for UCH. It is proposed that the reception have a morning and evening shift to cover visiting hours, 7 days a week. In order to maximise the capacity of this position, data entry and fleet management will form part of this role. In addition, it is proposed that this role be responsible for sorting of mail to the facility, car park validation and lost property. This position will also be responsible for admission and discharge of patients on weekends when there is no support provided to the wards. The proposed FTE

Monday-Sunday Morning and evening (7am to 8:30pm)

2.70 Yes

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allows for 2 staff per day on alternate shifts. Evening meal break cover can be provided by the afterhours ward support and vice versa. Positions will not be fully rotating i.e. after hours and weekend shifts will be specifically recruited to.

AMHRU Inpatient and Day Service

ASO 3 This is a change in existing positions, however is not an increase in FTE. This position will be responsible for providing support to both inpatient and ambulatory services for Mental Health in UCH. Positions will not be fully rotating i.e. After hours and weekend shifts will be specifically recruited to.

Core business hours and weekends

1.35 Yes

RACC Divisional Administration

ASO 2 This is an existing position that will be transferring to UCH. This position will be responsible for general administrative support in the office space including data entry, support with meeting rooms and management of stationary.

Core business

1.00

Yes

RACC Divisional Administration

ASO 3 This is an existing position that currently provides support to ACAT and will be transferring to UCH. To realize the true capacity of this position, in addition to providing support to ACAT this position will be responsible for general administrative support in the office space including data entry and secretariat support.

Core business

1.00

Yes

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RACC Ambulatory and Day Service Reception (front of house)

ASO 3 This area will combine RACC ambulatory services and day admissions.

These services are currently operating in various locations including Village Creek, TCH and Community Health Centre’s and reception support is provided by the admin support at the different locations. This position will be responsible for arrival/departure of patients, booking of follow up appointments and Medicare billing as per front of house duties outlined in the Ambulatory Services Operations Manual.

Core business

2.00 Yes

RACC Ambulatory Admin Support (back of house)

ASO 3 This function is currently spread across several areas within RACC and the existing administration positions supporting these services will relocate to UCH. It is envisaged that efficiencies will be found by consolidating the current team and streamlining referral management processes. These positions will be responsible for management of referrals including booking of appointments and general administrative duties associated with this area as per the back of house description in the Ambulatory Services Operations Manual.

Core business

1.65 Yes

GOVERNANCE STRUCTURE

As described earlier, the current administration support for areas relocating to UCH extend across several divisions in ACT Health. To support the integrated administration model it is proposed that the UCH Administration team be governed by the Division of RACC and report to the Operations Manager (with supplementary reporting lines to the clinical lead on clinical matters where necessary). It is also recommended that the current cost centre structure approach for administration within RACC be adopted for UCH i.e. there be one cost centre for all administrative positions at UCH. This will enhance flexibility of the workforce and allow the service to be more responsive to demand allowing for movement across work areas and units in UCH, however, acknowledging the need to be able to allocate costs accordingly, particularly moving towards an ABF environment. It is also recommended the remaining RACC administration staff who are not relocating to UCH remain in the RACC administration cost centre.

The below diagram is representative of the proposed administration governance structure for UCH.

Proposed organisational structure

RISKS/INDUSTRIAL RELATIONS ISSUES

There are several risks and industrial relations issues that need to be considered with the implementation of this model.

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1. Mental Health currently have one ASO 5 position located at Brian Hennessy Rehabilitation Centre, however this position is not a part of the proposed model and the UCH budget does not include an ASO 5 position.

2. Currently Ward Clerks at both TCH and Calvary are not governed by RACC. For UCH the duty statement for this role will be changing to better support the new UCH Administration Model which is more inclusive of a customer service model. A decision needs to be made on how the transfer of budget and/or staff will occur.

3. Duty statements for RACC staff transferring to UCH will require change

4. Currently, the transport officer position (RILU driver) has a reporting line to nursing. It is proposed that this position will transfer to become part of the administration model.

ATTACHMENT 1 – ROLE DESCRIPTORS

Following are the proposed role descriptors that detail the outputs of the ASO 2 and 3 positions to provide an overview of what each of the areas will be responsible for. The role descriptors are designed to complement the duty statement and provide detail on the specific tasks opposed to high level responsibilities. More specific duties are outlined in the relevant section operation manuals.

Position title Customer Service Officer Classification ASO 3 Position location Front Reception Hours of coverage 7 days, 7.00 -20:30 Daily Tasks Way finding

Car park validation Lost property Data entry Admission/discharge (after hours) Reminder phone calls for ambulatory care Fleet bookings

Weekly tasks Data validation Monthly tasks Petty cash Systems used ACTPAS

Clinical Portal HR21 Capabiliti Fleet management bookings

Position title Customer Service Officer

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Classification ASO 3 Position location RACC Day Reception Hours of coverage Monday-Friday, 8:30-17:00 Daily Tasks Arrive and depart patients

Book follow up appointments Medicare billing DNA management Clinic preparation Contact data entry Ad-hoc administration support as required

Weekly tasks PBRC errors Data validation 3rd party claims

Monthly tasks Stationary order Systems used ACTPAS

Clinical Portal HR21 Capabiliti PBRC

Position title Customer Service Officer Classification ASO 3 Position location RACC Booking & Scheduling Hours of coverage Monday-Friday, 8:30-17:00 Daily Tasks Telephone enquiries

Referral management Booking appointments Rescheduling appointments Clinic preparation Create client files Reminder letters Ad-hoc administration support as required

Weekly tasks Data validation Monthly tasks Systems used ACTPAS

Clinical Portal HR21 Capabiliti

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Position title Customer Service Officer Classification ASO 3 Position location RACC Inpatient Ward Hours of coverage Monday-Friday, 8:30-17:00 Daily Tasks Admission and discharge

Statistical discharge Admission and discharge of day patients Create medical records/client files Secretariat support for ward meetings Ad-hoc administration support as required

Weekly tasks Medical records back to Clinical Records Unit (CRU) Monthly tasks Stationary order Systems used ACTPAS

Clinical Portal HR21 Capabiliti

Position title Customer Service Officer Classification ASO 3 Position location Mental Health Day/Inpatients Hours of coverage Monday-Friday, 8:30-17:00 Daily Tasks Admission and discharge

Referral management Booking appointments Fleet management Scanning, filing and record keeping

Weekly tasks Monthly tasks Stationary order

Petty cash Systems used ACTPAS

Clinical Portal HR21 Capabiliti Fleet management bookings

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Position title Divisional Administration Support Classification ASO 2 Position location Staff Hub Hours of coverage Monday-Friday, 8:30-17:00 Daily Tasks Contact data entry

AROC data entry Assistance with meeting rooms and resources Scanning, filing and record keeping Fleet bookings Fleet maintenance ACAT scanning (MAC portal)

Weekly tasks Monthly tasks Systems used ACTPAS

Clinical Portal HR21 Capabiliti AROC

Position title Divisional Administration Support Classification ASO 3 Position location Staff Hub Hours of coverage Monday-Friday, 8:30-17:00 Daily Tasks Contact data entry

Stationary order Secretariat support Scanning, filing and record keeping Fleet bookings Fleet maintenance

Weekly tasks Monthly tasks Stationary order Systems used ACTPAS

MAC Portal HR21 Capabiliti Fleet management bookings

ATTACHMENT 2 – CURRENT DUTY STATEMENTS Following are the current duty statements for RACC, MHJHADS, Clinical Support and Business and Infrastructure admin positions.

Position Number: Classification: Administrative Service Officer Class 2 Job Title: Administration Officer Division: Canberra Hospital & Health Services Branch: Rehabilitation, Aged and Community Care Section: Administration APPROVED DUTY STATEMENT Date: 9/5/2013 Initials: RM DUTY STATEMENT 1. Under general direction provide reception duties such as;

• answering telephones; • scheduling; • booking; • billing; and • co-ordination of medical records to ensure the provision of a high quality customer/patient

outpatient service. 2. Maintain appropriate records and input information into ACT Health, Canberra Hospital

databases and IT systems relevant to the unit.

3. Undertake other duties appropriate to this level of classification which contribute to the operations of the section.

SELECTION CRITERIA

1. Ability to manage competing priorities and problem solve whilst maintaining a high quality patient/customer service

2. Demonstrated ability to work within a small team environment and achieve desired outcomes.

3. Sound interpersonal and oral communication skills.

4. Experience in using information technology systems to deliver an efficient patient/customer focus

5. Demonstrated ability to consistently display commitment to, compliance with high quality Customer Service, Workplace Diversity, Occupational Health & Safety and Industrial Democracy principles, practices and relevant legislation relating to these areas and an understanding of and commitment to the organisation’s values – Care, Excellence, Collaboration and Integrity.

Position Number: Classification: ADMINISTRATION SERVICE OFFICER GRADE 3 Job Title: ADMINISTRATIVE SERVICE OFFICER Division: REHABILITATION AGED AND COMMUNITY CARE Branch: COMMUNITY BASED SERVICES Section: CLIENT SUPPORT SERVICES Sub-Section: ADMINISTRATION Approved Duty Statement Date: 14/1/10 Initials: LK

1. Undertake a range of general administrative support required for the operation of Rehabilitation, Aged and Community Care. This support may be required across varied sites at varied times and may include:

• Typing of confidential reports, general correspondence and minute taking within established deadlines

• File management duties • Provision of information to the general public and ACT Health staff in relation to the

services provided by the division • Provide a reception service including counter and telephone to the public, ACT Health

employees and service providers. This includes coordination of patient bookings, and administering clinics run by the division

• Cash management duties • Orientation of new staff members • Ordering Goods and services • Fleet management coordination

2. Operation of a variety of computer programs such as the Patient Administration System (PAS) and the Microsoft Office suite of products to perform administrative duties. This includes, but is not limited to patient bookings, database entry and statistical data entry.

3. Provide high quality customer service to the division

4. Maintain liaison with clinicians, patients and other members of RACC to ensure effective coordination of the division activities.

5. Typing of confidential reports, general correspondence and minute taking as required

SELECTION CRITERIA

1. Demonstrated ability to consistently display high quality customer service principles, practices and attributes.

2. Demonstrated organisational skills, including the ability to manage and co-ordinate a range of tasks to meet deadlines and be flexible to provide support across varied services.

3. Sound oral and written communications skills including the ability to deal with and provide information to a diverse range of customers.

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3. Ability to update and maintain accurate records and undertake a range of administrative functions.

4. Demonstrated numeracy skills, computing skills and the ability to interpret information and procedures.

5. Ability to contribute to the achievements of a team and/or work individually

6. Demonstrated ability to consistently display commitment to, compliance with and leadership in high quality Customer Service, Workplace Diversity, Occupational Health & Safety and Industrial Democracy principles, practices and relevant legislation relating to these areas and an understanding of and commitment to the organisation’s values of Care, Excellence, Collaboration and Integrity.

Position Number: 09923

Classification: ADMINISTRATION SERVICE OFFICER GRADE 4

Job Title: ADMINISTRATION TEAM LEADER Division: REHABILITATION, AGED AND COMMUNITY CARE Branch: HOSPITAL BASED SERVICES Section: ADMINISTRATION Sub-Section: ADMINISTRATION Approved Duty Statement Date: 14/01/10 Initials: LK

1. Supervisory responsibility for the administrative support staff within Rehabilitation, Aged and Community Care to enable the provision of a range of general administrative support required by the division, including all Human Resource related duties.

2. Liaise with clients, departmental and other staff to resolve difficult enquiries in a tactful and discrete manner.

3. Assist the management of Rehabilitation Aged and Community Care Division with the development and review of policies/procedures as they relate to the administration service.

4. Provide advice to management on the outcome of key performance indicators.

5. Organise and/or conduct training programs for staff in the area.

SELECTION CRITERIA

QUALIFICATIONS/OTHER REQUIREMENTS: Nil

1. Demonstrated ability to consistently display high quality customer service principles, practices

and attributes.

2. Demonstrated ability to supervise staff, allocate resources, set priorities, monitor workflows and

develop procedures with a commitment to high quality customer service.

3. Demonstrated organisational skills, including the ability to manage and co-ordinate a range of

tasks to meet deadlines.

4. Sound oral and written communication skills including the ability to deal with and provide

information to a diverse range of customers.

5. Sound knowledge of documented work practices and procedures and the ability to interpret

legislation and other guidelines relating to the administrative function of Rehabilitation, Aged

and Community Care Service.

6. Sound numeracy, computing and analytical skills.

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7. Demonstrated ability to consistently display commitment to, compliance with and leadership in

a high quality Customer service, Workplace Diversity, Occupational Health and Safety and

Industrial Democracy principles, practices and relevant legislation relating to these areas and an

understanding of and the commitment to the organisation’s values.

Approved: Executive Director: LK Date: 14/01/2010

Position Number: 26255 Classification: Administrative Service Officer Class 3

Job Title: Receptionist Division: Mental Health, Justice Health and Alcohol & Drug Services Branch: ACT Wide Mental Health Services Section: Brian Hennessy Rehabilitation Centre Sub-Section:

Approved Duty Statement Date: 3/09/2013 Initials: TD

Responsibility Statement:

1. Perform a range of administrative functions including, but not limited to:

• Administrative assistance to local area teams; • Receiving, screen and act in response to telephone calls and enquires; • Provide reception services; • Open and distribution of mail; • Drafting simple correspondence; • Filing and photocopying as required; • Act as a resource for local area IT systems issues; • Maintenance for the unit; and • Processing and acquitting payment of accounts payable/receivable.

2. Assist the Team Leader in processing staff timesheets, preparation of correspondence and availability of consumer records.

3. Assist the Team Leader in the process of vehicle management i.e. receive bookings and arrange servicing.

4. Assist the Team Leader in the resolution of facilities maintenance requests.

SELECTION CRITERIA

QUALIFICATIONS/OTHER REQUIREMENTS:

• A current unrestricted driver’s license is required. • An understanding of recovery principles and an ability to work with people impacted

by mental illness using these principles. • Medical Terminology would be an advantage.

1. Sound communication and interpersonal skills in the provision of administrative services

with health professionals, consumers and their support network including the capacity to manage when a stressful/emergency situation emerges.

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2. Demonstrated experience with keyboard skills and sound experience in the use of Microsoft Office Suite or other data based windows packages.3. Experience in a wide range of administrative support functions including financial account processing.

3. Ability to effectively assist with the provision of resources and systems support to ensure that all members of the multi-disciplinary team can provide optimum interventions.

4. Good organisational skills including the ability to priorities workloads in order to meet established deadlines and flexibility to work across multiple worksites.

5. Demonstrated ability to consistently display commitment to, compliance with and leadership in high quality Customer Service, Equity and Diversity, Work Health and Safety and Industrial Democracy principles and practices and relevant legislation to these areas, and an understanding of and commitment to ACT Health values.

Position Number: P18965 Classification: Administrative Services Officer Grade 5 Job Title: Office Manager Division: Mental Health, Justice Health, Alcohol and Drug Service Branch: Mental Health Rehabilitation & Specialty Services Section: Brian Hennessy Rehabilitation Centre Sub-Section:

Approved Duty Statement Date: Initials:

MHJHADS is a contemporary evidence based service providing high quality mental health care that is guided by the Principles of Recovery. The service aims to provide collaborative care involving the consumer, their career, families and other key agencies. It is expected that in this position you will provide high level administrative support to assist in the strategic and operational processes of Brian Hennessy Rehabilitation Centre. This will also include the provision of high quality customer service to the consumers and staff of MHJHADS in keeping with ACT Health values of Care, Excellence, Collaboration and Integrity. In addition you will have a role supporting the Director of Training.

Responsibility Statement: (what is the scope of responsibility for this position) 1. Manage the administrative functions for the Director of Training in Psychiatry including telephone call, correspondence, presentations and meetings.

2. Establish and maintain systems for managing feedback from trainees, peer review meetings and supervisor files for the Director. 3. Maintain liaison with the RANZCP and seminar speakers including management of training documentation and files. 4. Provide secretariat and administrative support to training meetings including timely response to requests for information.

5. Provide administrative support to the Team Leader of Brian Hennessy Rehabilitation Centre. 6. Manage the administrative functions of the Brian Hennessy Rehabilitation Centre including facilities management, procurement, security and supervision of administrative staff.

SELECTION CRITERIA

QUALIFICATIONS/OTHER REQUIREMENTS: Knowledge and experience in the use of relevant medical terminology. Understanding in dealing with persons affected with a mental illness. Current driver’s license.

1. Demonstrated high-level written and oral communication skills and the ability to liaise effectively with officers at all levels, consumers with a mental illness, their carers, other departments and agencies.

2. Demonstrated organizational skills including an ability to prioritise and meet deadlines without supervision.

3. Demonstrated extensive experience in computer skills and applications, including Microsoft Office, Outlook and Excel.

4. Demonstrated ability to be an effective team member and leader in a team environment.

5. Demonstrated ability to actively problem solve and use initiatives within the competing demands of a complex financial process. 6. Demonstrated knowledge in the application of relevant ACT Government administrative processes, including financial processes and management.

7. Demonstrated ability to consistently display commitment to, compliance with and leadership in high quality Customer Service, Equity and Diversity, Occupational Health and Safety and Industrial Democracy principles and practices and relevant legislation to these areas, and an understanding of and commitment to ACT Health values.

Position Number: Classification: Administrative Service Officer Class 2/3 Job Title: Switchboard Operator (Casual) Division: Strategy and Corporate Branch: Business and Infrastructure Section: Security and Emergency Preparation Approved Duty Statement Date: 30/11/2015 Initials: LC Responsibility Statement: The Switchboard Operator is responsible for providing excellent customer service by answering and transferring telephone callers to appropriate personnel and services and backfilling areas across the section at level, including Main Reception/Patient Enquiries. The successful candidate will have excellent customer service skills, a positive approach to their work and work as a positive team member. DUTY STATEMENT 1. In a courteous and professional manner, answer incoming telephone calls and transfer callers to the appropriate personnel and services within the ACT Health. 2. Provide way-finding assistance through excellent customer service and accurate information. 3. Provide patient enquiries information in compliance with Privacy and Confidentiality Policy. 4. Operate communication systems and office equipment. 5. Undertake clerical and keyboard duties and maintain accurate records. 6. Receive, activate and record Emergency Codes as per “Code Calling” procedures and maintain accurate records on all other reportable activities as per procedures. 7. Participate in team meetings and work cooperatively and harmoniously with co-workers. 8. Attend all training programs essential for the role, including Essential Education and Orientation and comply with policy and procedures.

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SELECTION CRITERIA 1. Demonstrated experience in a customer service environment with an ability to remain calm and portray a professional image when dealing with diverse clients. 2. Demonstrated ability to work under general direction, in an effective and responsible manner and when required, to work unsupervised on evening and weekend shifts. 3. Demonstrated ability to work cooperatively and harmoniously in a team environment. 4. Demonstrated experience in the operation of computer and keyboard applications, with accurate data entry and good attention to detail. 5. Demonstrated understanding of compliance to Patient Confidentiality Policies and ability to use tact and discretion. 6. Demonstrated ability to consistently display commitment to, compliance with and leadership in high quality Customer Service, Equity and Diversity, Occupational Health and Safety and Industrial Democracy principles and practices and relevant legislation to these areas, and an understanding of and commitment to Health Directorate values.

Position Number: Classification: Administrative Officer Class 3 Job Title: Ward Clerk Division: Canberra Hospital & Health Services Branch: Operational Support Section: Ward Clerk Approved Duty Statement Date: 27 August 2013 Approved by: DA DUTIES Under general direction; 1. Undertake a broad range of administrative and operational duties including accurately maintaining the ACT patient administration system to a high standard that includes an understanding of:

• Correct and timely full admission and discharge processes. • Provide patients, who have private health insurance, information on the admissions options

available to them. • Preparing and correcting essential data reports.

2. Oversee and provide administrative support to the Unit, including a broad range of enquiries and undertake liaison with patients, internal and external clients, and the general public. 3. Resolve first level complaints/concerns from fellow team members, members of the public, medical practitioners and nursing staff relating to the provision of Ward Clerk Services within the unit. 4. Be responsible for the mentoring, co-ordination and taking a lead with training team members within Ward Clerk Services. 5. Complete all mandatory training applicable to Ward Clerks in a timely manner. 6. Undertake other duties appropriate to this level of classification which contribute to the operations of the section. Please note: this position requires participation in shift roster arrangements. QUALIFICATIONS/OTHER REQUIREMENTS: A sound knowledge and understanding of the Health Care System and the ability to provide a high quality customer service, and proficient keyboard skills is desirable.

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SELECTION CRITERIA 1. Demonstrated sound organisational, interpersonal, liaison, communication and problem solving skills, including the ability to liaise professionally and effectively with key stakeholders. 2. Ability to manage individual work flow/priorities and to meet deadlines in a timely manner to deliver section outputs. 3. Demonstrated ability to acquire within a short period a full range of admissions and operational tasks. 4. High level ability to use a variety of computer applications including databases and spreadsheets. 5. Demonstrated ability to interpret relevant legislation and ACT Health policies and procedures or the ability to acquire this knowledge quickly. 6. Demonstrated ability to consistently display commitment to, compliance with and leadership in high quality Customer Service, Workplace Diversity, Occupational Health and Safety and Industrial Democracy principles, practices and relevant legislation relating to these areas and an understanding of an commitment to the organisation’s values.

ATTACHMENT 3 – PROPOSED DUTY STATEMENTS Following are the proposed duty statements for UCH administration.

DEPARTMENTAL OFFICE MANAGER, UNIVERSITY OF CANBERRA HOSPITAL, REHABILITATION AGED AND COMMUNITY CARE | CANBERRA HOSPITAL AND HEALTH SERVICES | PERMANENT, FULL-TIME Classification: Administration Service Officer 4 Salary: $66,656 – $72,175 Position No: #EVA Directorate: ACT Health Approved Duty Statement Date: 14/02/2018 Initials: BF (Recruitment Services Approval)

ABOUT US

ACT Health is a values-led Directorate. Our values guide our day-to-day actions, behaviours, decisions and communications to successfully deliver the best services to meet the needs of our community. They were developed by us, for us and are unique to our work.

Canberra Hospital & Health Services provides acute, sub-acute, primary and community-based health services to the ACT and surrounding region.

The key strategic priority for acute services is to deliver timely access to effective and safe hospital care services. The hospital delivers a full range of medical, surgical and obstetric services, including complex procedures in areas such as cardiac surgery, neurosurgery and neonatal intensive care.

Strong links exist between hospital and community-based services, as many of the operational divisions deliver services across the continuum of care to ensure continuity of care for patients. The community based services of ACT Health include early childhood, youth and women’s health; dental services, rehabilitation and community care; mental health and alcohol and drug services. In addition, justice health services are provided within the Territory’s’ detention facilities.

ACT Health is a partner in teaching with the Australian National University, the University of Canberra and the Australian Catholic University.

Rehabilitation, Aged and Community Care (RACC) is a vibrant and diverse Division within ACT Health providing multidisciplinary Rehabilitation, Aged and Community based care across a range of settings. This includes Canberra Hospital, Community Health Centres, Village Creek Centre in Kambah, and Independent Living Centre in Weston. Our staff are committed to the delivery of health services that reflect ACT Health’s values: care, excellence, collaboration, and integrity.

The University of Canberra Hospital (UCH), Specialist Centre for Rehabilitation, Recovery and Research is located on the grounds of the University of Canberra. The hospital, the ACT’s first sub-acute rehabilitation hospital, is part of ACT Health’s network of health facilities designed to meet the needs of our ageing and growing population.

A number of RACC services work collaboratively with patients, their carers and other services within and external to ACT Health.

OVERVIEW OF THE WORK AREA AND POSITION

The University of Canberra Hospital (UCH) is scheduled to open in 2018. UCH is a 140 bed sub- acute rehabilitation hospital providing inpatient rehabilitation, aged care rehabilitation, mental health rehabilitation and outpatient rehabilitation services.

UCH will operate under integrated facility wide administration model delivering administration support to RACC services including reception, booking, scheduling, referral management, ward support and general office administration duties.

Under the direction of the RACC Administration Manager, the Department Office Manager for UCH is responsible for the coordination and provision of administrative support services for RACC within UCH. This involves managing and overseeing the work of the UCH Customer Service Team, providing leadership, guidance and further supporting the Customer Service Officers within the Office to meet departmental targets and objectives. Additionally, the Office Manager role provides administrative support to the Directors within office, RACC Division and Executives as required.

The Departmental Office Manager reports to the RACC Administration Manager, and to the relevant clinical lead for any clinical matters.

DUTIES

1. Under limited direction, coordinate, lead and manage the RACC Administration Office within UCH, including but not limited to management of human resources, financial processes, data collection activities, secretariat support, maintenance requests, ordering of supplies.

2. Coordinate and lead the Customer Service Officers within the office as Team Leader, including task allocation, training and support of team members, monitoring of data quality to ensure consistency and accuracy and monitoring of private billing practices.

3. Support and mentor Customer Service Officers within the office to achieve a high level of customer service at all times, following quality customer service principles and practices.

4. Under minimal direction, provide administrative assistance and general office support to Director including but not limited to diary management,

5. Undertake data entry activities ensuring to complete with a high level of attention to detail and accuracy.

6. Conduct risk management processes to identify actual and potential risks in the work area, resolve issues in a timely manner or escalate to the Administration Manager where necessary.

7. Undertaking other duties appropriate to this level of classification which contribute to the operation of the section.

PERSONAL ATTRIBUTES

To be successful in this position, it is expected that the successful candidate will have the following attributes:

• Strong leadership skills and ability to motivate and inspire others to work together as a team.

• Strong organisational skills with a strong work ethic.

• Ability to use initiative, prioritise and be adaptable in a constantly changing and dynamic environment.

• Ability to respond to and prioritise competing and often urgent requests in a calm and efficient manner while also maintaining high work standards and accuracy.

QUALIFICATIONS AND EXPERIENCE

Please note prior to commencement successful candidates will be required to:

• Undergo a pre-employment Police check.

• Obtain a Compliance Certificate from Occupational Medicine Unit (OMU) relating to assessment, screening & vaccination processes against specified infectious diseases.

SELECTION CRITERIA

These are the key criteria for how you will be assessed in conjunction with your resume and experience.

Your statement of claims against the selection criteria should summarise how your skills and experiences would enable you to fulfil the responsibilities of the position. It is therefore in the interests of candidates to present their application in a way that demonstrates significant outcomes associated with each of the criteria, as well as the capabilities and behaviours that underpin them.

(Please note that it is not necessary to address the capabilities and behaviours individually)

1. Demonstrated organisational, interpersonal and problem solving skills. Including the ability to prioritise tasks and meet deadlines in a timely manner.

2. Demonstrated leadership skills with an ability to work independently.

3. Well established computer skills including proficiency in the use of Microsoft Office suite and the ability to quickly learn new medically based programs.

4. Demonstrated ability to communicate and liaise professionally and effectively and work as a group member in a team environment.

5. Demonstrates a commitment to work, health and safety (WH&S) and the positive patient experience and displays behaviour consistent with ACT Health’s values of Care, Excellence, Collaboration and Integrity

CUSTOMER SERVICE OFFICER, UNIVERSITY OF CANBERRA HOSPITAL, REHABILITATION AGED AND COMMUNITY CARE | CANBERRA HOSPITAL AND HEALTH SERVICES | PERMANENT, FULL-TIME Classification: Administration Service Officer 3 Salary: $60,039 – $64,616 Position No: #EVA Directorate: ACT Health Approved Duty Statement Date: 14/02/2018 Initials: BF (Recruitment Services Approval)

ABOUT US












Under the direction of the RACC Office Manager, the Customer Service Officer is responsible for the provision of administrative support and customer service functions to support the effective and efficient delivery of RACC services.

Customer Service Officers report directly to the RACC Office Manager and to the respective Clinical Lead for any clinical matters. Customer Service Officers will be required to work in both the Inpatient and Ambulatory Services administration teams.

Customer Service Officers may be required to work rotating shifts including weekends, evenings and public holidays.

DUTIES

1. Under general direction, undertake reception, administrative or general office duties for both inpatient and ambulatory services, to provide high quality administrative support for clinicians and customer focused services to patients and their carers.

2. Undertake duties as outlined in the relevant operations manual in accordance with departmental policies and procedures.

3. Provide high-level customer services, in accordance with quality customer service principles and practices.

4. Work in a collaborative and flexible manner with all staff members to provide administrative support during hours of operation as directed.

5. Undertake all data entry with a high level of attention to detail and accuracy.

6. Supervise, train and support colleagues as required.

7. Undertake other duties appropriate to this level of classification which contribute to the operation of the section.

PERSONAL ATTRIBUTES


• Good interpersonal skills and passionate about high quality customer service.


• Able to work in a collaborative manner as part of a multi-disciplinary team.





SELECTION CRITERIA



(Please note that it is not necessary to address the capabilities and behaviours individually).

1. Sound organisational, interpersonal and problem solving skills.

2. Well established computer skills including experience in the use of Microsoft office suite and the ability to quickly learn new medical IT systems.


4. Demonstrated understanding of confidentiality principles and their application within a health environment.

5. Demonstrates commitment to work, health and safety (WH&S) and the positive patient experience and displays behaviour consistent with ACT Health’s values of Care, Excellence, Collaboration and Integrity.

CUSTOMER SERVICE OFFICER, UNIVERSITY OF CANBERRA HOSPITAL, REHABILITATION AGED AND COMMUNITY CARE | CANBERRA HOSPITAL AND HEALTH SERVICES | PERMANENT, FULL-TIME Classification: Administration Service Officer 2 Salary: $52,991 – $58,513 Position No: #EVA Directorate: ACT Health Approved Duty Statement Date: 14/02/2018 Initials: BF (Recruitment Services Approval)

ABOUT US












Under the direction of the RACC Office Manager, the Customer Service Officer is responsible for the provision of administrative support and customer service functions to support the effective and efficient delivery of RACC services.

Customer Service Officers report directly to the RACC Office Manager and to the respective Clinical Lead for any clinical matters. Customer Service Officers will be required to work in both the Inpatient and Ambulatory Services administration areas.

DUTIES

1. Under close direction, undertake reception, administrative or general office duties for both inpatient and ambulatory services, to provide high quality administrative support for clinicians and customer focused services to patients and their carers.

2. Undertake duties as outlined in the relevant operations manual in accordance with policies and procedures.

3. Provide a high level of customer service, following quality customer service principles and practices.

4. Work in a collaborative and flexible manner with all staff members to provide administrative support during hours of operation as directed.

5. Undertake all data entry with a high level of attention to detail and accuracy.

6. Supervise, train and support colleagues as required.

7. Undertake other duties appropriate to this level of classification which contribute to the operation of the section.

PERSONAL ATTRIBUTES


• Good interpersonal skills and passionate about high quality customer service.


• Able to work in a collaborative manner as part of a multi-disciplinary team.





SELECTION CRITERIA



(Please note that it is not necessary to address the capabilities and behaviours individually).

1. Sound organisational, interpersonal and problem solving skills.

2. Well established computer skills including experience in the use of Microsoft office suite and the ability to quickly learn new medically based programs.


4. Demonstrated understanding of confidentiality principles and their application within a health environment.

5. Demonstrates commitment to work, health and safety (WH&S) and the positive patient experience and displays behaviour consistent with ACT Health’s values of Care, Excellence, Collaboration and Integrity.

ATTACHMENT 4 – SUMMARY OF CHANGES TO WORKFORCE (BY

CLASSIFICATION)

Current

RACC Current

elsewhere UCH Elsewhere Change Comments

Position Number of staff

Number of staff

Number of staff

Number of staff

(FTE)

(FTE) (FTE) (FTE)

Ops manager 1.00 1.00 Exec officer 0.50 0.50 PA ED 1.00 1.00 ASO5 MH

1.00

-1.00 Excess

ASO5 3.00

2.00 0.00 -1.00

To be replaced by ASO4 (temp)

ASO4 3.00

2.00 2.00 1.00 To replace ASO5 (temp)

ASO3 16.18

7.97 10.18 1.97 New positions

ASO3 MH 1.00 1.00 Direct Transfer

ASO3 Clinical support services

1.00 1.00

Merit based selection

ASO3 Calvary 1.00 1.00

Merit based selection

ASO2 1.7 1.00 0.7 Total 26.38 4.00 18.47 12.88

ATTACHMENT 5 – SUMMARY OF CHANGES TO WORKFORCE (BY POSITION TITLE)

Existing Positions Current

FTE UCH positions UCH FTE Difference Comments SOGC Ops manager 1 SOGC Ops manager 1 SOGC Exec officer 0.5 SOGC Exec officer 0.5 ASO5 PA ED 1 ASO5 PA ED 1 ASO5 Nursing support 1 ASO5 Nursing Support 1 Change of role/duties ASO5 Admin manager 1 ASO5 Admin manager 1

ASO5 RACC project 1 ASO4 Office Manager, Reception 1

New temporary position to replace ASO5. (substantive occupant on 18 month contract)

ASO4 Clinical PA 1 ASO4 Office Manager, Intake 1 Change of role/duties ASO2 12A admin 1 ASO2 Admin/ACAT 1 ASO3 CRT 1

ASO3 Booking & scheduling 1.65 1.35

ASO3 ACAT 1 ASO3 VC 1 ASO3 12A admin 1 ASO3 Admin 1 ASO3 Falls 0.6

ASO3 Reception - day 2

ASO3 outpatients 0.8 ASO3 outpatients 0.6 ASO3 Reception - Main 2.7 -2.7 External recruitment process Mental Health 1.35 -1.35 1 FTE offset MH. External recruitment process

Ward Support 2.27 -2.27 1 FTE Clinical services 1FTE Calvary. Change of duties. External recruitment process

FTE to move to UCH 13.5 Total UCH admin

staffing required 18.47 4.97 Recruit 5 FTE

Existing Positions Current FTE Ongoing Positions (Non UCH)

COMMUNITY ADMINISTRATION ASO3 Cty Belco 1 ASO3 Cty Belco 1 ASO3 Cty Tugg 1 ASO3 Cty Tugg 1 ASO3 Cty Phillip 1 ASO3 Cty Phillip 1 ASO3 Cty City 0.4 ASO3 Cty City 0.4 ASO3 Link 1 ASO3 Link 1 ASO3 ILC 1 ASO3 ILC 1 5.4

TCH ADMINISTRATION ASO4 Team leader geri 1 ASO4 Team leader geri 1

ASO3 RADAR 1 ASO3 RADAR/OP 1 2 VILLAGE CREEK ASO4 Team leader VC 1 ASO4 Team leader VC 1 ASO3 VC ELS 1 ASO3 VC 1 ASO3 VC TTCP 1 ASO3 VC 1 ASO3 VC P & O 1 ASO3 VC 1 ASO2 VC recept 0.7 ASO2 VC 0.7

ASO3 VC recept 0.56 ASO3 VC 0.56 ASO3 VC admin 0.22 ASO3 VC admin (w/e) 0.22

5.48

Total admin 26.38 31.35

ATTACHMENT 6 - IR STAFFING PLAN - ADMINISTRATION UCH

• 16.5 FTE existing positions to relocate to UCH (includes 13.5 RACC, 1 MH, 1 Calvary, 1 CSS)

• 1.97 FTE new positions required • 12.88 FTE existing RACC positions remain unchanged (includes 5.4 Cmty, 2 TCH, 5.48 VC) • 1 FTE ASO5 Mental Health: not required/redeployed or excess officer

UCH RACC Recruitment Process

1.5 FTE SOGC Positions unchanged N/A

3 FTE ASO5 Positions unchanged N/A 1 FTE ASO5 (to be left vacant for 12 months). To be replaced by 1 FTE ASO4 (New position - Temporary 12 months)

Merit based selection process

1 FTE ASO4 New job title/ minimal changes Internal staffing process: Staff preference 1 FTE ASO2 New job title/ minimal changes 6 FTE ASO3 New job title/ minimal changes MENTAL HEALTH 1 FTE ASO3 New job title/ minimal changes Internal staffing process: Staff preference CALVARY 1 FTE ASO3 Ward clerk – significant change in duties.


CLINICAL SUPPORT SERVICES 1 FTE ASO3 Ward clerk – significant change in duties


NEW POSITIONS 2 FTE ASO3 Will include After Hours Positions Front reception: After hours and weekends Mental Health Day program: Weekends


Recruitment Processes

External, merit based Selection: Positions will be advertised externally, possibly reduced selection criteria Internal staffing process • Formal letter asking staff to consider preferred choice of work location (UCH or remain with RACC

existing services) • 1 week to consider (with site visit option – possibly 19th Feb) • Expression of preferred choice of work location (UCH or remain with RACC existing services)

Possible outcomes

1. Where more staff indicate a preference to relocate to UCH than there are positions: An internal selection process will occur with staff asked to address selection criteria and a merit list created for UCH positions. Staff unsuccessful for relocation to UCH will remain with existing RACC services.

2. Where fewer staff indicate a preference to relocate to UCH than there are positions: An internal selection process will occur with staff asked to address selection criteria and a merit list created for existing RACC services. Unsuccessful staff will become excess officers in accordance with ACT Public serve Administrative and related classifications enterprise agreement.

After Hours Positions Front reception: After hours and weekends: External, merit based selection process Mental Health Day program: Weekends: External, merit based selection process

University of Canberra Hospital; Specialist Centre for Rehabilitation, Recovery and Medical Imaging Model of Service Delivery

Introduction and Background The University of Canberra Hospital: Specialist Centre for Rehabilitation, Recovery and Research (UCH) is a sub-acute facility providing rehabilitation services providing a range of adult, geriatric and mental health rehabilitation services to the population of ACT and neighbouring NSW as well as shared education and research facilities.

ACT Health has two (2) Medical Imaging Departments, one located at Canberra Hospital in Garran (CHHS), the other at Calvary Hospital in Bruce (Calvary). Between them, these departments provide diagnostic imaging, interventional radiology and nuclear medicine services for patients in the ACT and the South East Region of NSW.

Figure 1 (right) shows the context of Medical Imaging, ignoring what happens within Medical Imaging, and focusing on inputs, outputs, and interactions with external stakeholders.

Medical Imaging begins and ends with a Referring Clinician, who provides a referral to a Medical Imaging Department, and receives a report from Medical Imaging once the patient (who is at the centre of this model of care) has undergone the procedure.

In the case of inpatients, ward/unit nurses and patient transport are two key stakeholders who may be required to prepare the patient for the procedure, or to transport the patient to and from Medical Imaging from elsewhere in the hospital (or occasionally between hospitals).

Medical Imaging Service Provision Medical Imaging will allocate 12 hours per week for the provision of Digital X-Ray and Fluoroscopy Diagnostic Imaging at UCH for inpatients and outpatient services. It is proposed that the provision of services will be provided on (to be confirmed once demand is established);

• 2 days a week • Tuesday – 8:30am – 4:30pm • Friday 8:30am – 4:30pm • Regular weekly then monthly reviews and discussions with clinical teams and medical

imaging radiographers to monitor demand and activity

In line with ACT Health’s strong commitment in providing a patient centred health system, the Diagnostic Imaging Service aims to improve the patient experience and this is enhanced by the close working and collaborative relationship with the following specialities:

InpatientsOnly

Referral Report

Patient

Medical Imaging

Referring Clinician

START END

PatientTransport

Ward Nurse

• Rehabilitation, Aged and Community Care (RACC) staff including Rehabilitation Physicians and Geriatricians and Speech Pathologists; and

• Mental Health, Justice Health, Alcohol and Drug Services (MHJHADS) Staff

The staff who provide this service will be?

• Radiographers • Medical Imaging Executive will oversee the service

Consultation

Regular consultation will be had with medical imaging staff involved in the delivery of the service at UCH to ensure staff have input into any proposed or planned changes. All qualified radiographers at HP3 and above will be provided an opportunity to work at UCH and any changes to work practice or rosters will be in line with agreed practices.

Staff Workflow, Work Processes and Patient Flow The workflows set below are established within CHHS. This is the basis for the workflow for UCH and will be finalised following consolation with radiographers and other stakeholders.

X-Ray Inpatients

X-Ray Outpatients

Fluoroscopy Inpatients

Fluoroscopy Outpatients

Policy Canberra Hospital and Health Services Operational Procedure – Medical Imaging

The policy outlines the procedures in place within the Medical Imaging Department at Canberra Hospital and Health Services (CHHS) to ensure effective and safe patient care. It outlines the processes in place to ensure appropriate and timely Medical Imaging procedures and provision of results to referring clinicians.

It includes information on:

• Provision of Medical Imaging Reports; • Communication of Urgent and Unexpected Findings; • Copying, Disposal, Storage and Transfer of Radiographs; • Substituted and Additional Tests or Procedures; and • Management of Pregnant Patients or Staff.

The policy applies to all staff employed by CHHS working in the Medical Imaging department.

This includes Radiologists, Registrars, Radiographers, Sonographers, and Nuclear Medicine Scientists, Nursing and Administration Staff and Students working under supervision.

Support Services Clinical The capacity to provide Diagnostic Imaging Services is dependent upon having timely access to the relevant clinical support services. These include:

• Pathology o For testing of blood

• Cytology o Testing for core samples for Biopsies

• Pharmacy o Medications and pharmaceuticals

• Operating theatres o For surgical support for interventional procedures

• Supply Services (consumables)

• Infection Control and Prevention Unit o Education, awareness and training

Non-Clinical The capacity to provide Diagnostic Imaging Services is dependent upon having timely access to the relevant non-clinical support services. These include:

• Biomedical engineering o Repairs and maintenance o Registration and licensing of devices

• Food services o Food for modalities that have long appointment periods where patients have

had to go NIL by Mouth prior to appointment

Support Staff At UCH, the Support and Patient Distribution officers, employed by Brookfield Global Integrated Solutions (BGIS) will provide the following support:

• For the transport of patients to and from Medical Imaging. • Cleaning

Patient Transport 1. Patients requiring Diagnostic Imaging when not available at UCH will be transported to

CHHS. 2. Transport process and protocols will reflect the existing policies and procedures pertaining

to the transport of patients between facilities including: a. ACT Health Inter- facility transport policy b. RACC Transport Procedure

Care Delivery Team ACT Health recognises that the delivery of established, new and enhanced health services is dependent upon having access to a multi-disciplinary workforce with staffing available seven days a week. A multidisciplinary workforce includes a range of Health Professionals including Medical, Nursing, Allied Health disciplines and clinical support staff working together to deliver comprehensive patient care. It is essential that ACT Health continues to attract and retain a multidisciplinary workforce that will enable the delivery of the current and future health care needs of the ACT and surrounding community. The recruitment and retention of appropriate staff will ensure that the needs of consumers are met.

Health care is being delivered in a constantly changing environment, reflecting a shift to community-based services and a focus on prevention, recovery and consumer-oriented services. The dynamic and evolving health environment, coupled with current social trends means that health service delivery will continue to change into the future.

The CHHS Diagnostic Imaging Team has as its governance model the Medical Imaging Executive. The executive is chaired by the Director Medical Imaging with the Clinical Director as the Deputy Chair. Members include the Management Team, Directors of Training, Financial Officer and the IDIS Manager, supported by the Secretariat. The Medical Imaging Executive will provide leadership, governance, and direction in the development, management, and evaluation of Diagnostic Imaging service delivery. The Medical Imaging Executive is empowered to make decisions on contemporaneous issues where the view of the larger body is known and has been considered.

Functions and responsibilities of the CHHS Medical Imaging Executive include;

Accept ultimate responsibility for the performance of Medical Imaging in regard to finance (cost), activity, clinical outcomes, contracts, and policies.

Ensure health services are of a high standard and provide quality and safe care. Promote ethical and responsible decision-making and lead by example. Maintain Quality & Safety Standards and regularly review and adjust plans to ensure

appropriate continuous improvement in the clinical environment. Articulate and communicate a clear strategic direction and clarify priorities for Medical

Imaging and support effective and efficient use of Medical Imaging resources. Responsibility for Medical Imaging including control and accountability, and provide

leadership as defined by the ACHS EQuIP standards, expertise, guidance and coordination of service improvements.

Review all risk issues, oversee the implementation of mitigation strategies to minimise the risks, and maintain the Medical Imaging risk register.

Oversee preparation of key documentation including accreditation requirements, and strategic and business plans, and oversight monitoring and reporting against the plans as required.

Provide advice to Executive Director on all matters pertaining to Medical Imaging.

CHHS Medical Imaging Organisational Leadership Structure

Review ACT Health recognises that the establishment of UCH is an important component of an enhanced health service that puts the patients at the centre of care. Incidents pertaining to Imaging will be closely monitored and reported through both the Imaging Goverance Structure and UCH Goverance.

The model will be reviewed at 3 and 6 months and the outcomes tabled at both the relevant Imaging and UCH Goverance committees.

Excecutive Director

Clinical Director

Consultants

Post GradFellows

Director NM/PETDirector of Training

( 2 x 0.5FTE)

Registrars

Professor Radiology(ANU Appointment)

DirectorMedical Imaging

(1.3)

Medical ImagingCNC 3.1

AngioCNC 3.1 HP6

Chief Radiographer (inc Director of Allied Health)

CT/ANGIOHP 5

US Modality MgrHP 5

PET/NM Modliaty Manager

HP 5

MRI Modality Manager HP 5

MRI1 x HP 4

Clincal TudorHP 4

CT/RADTeam Leader

2 x HP4

Admin Manager ASO6

Assittant Admin Manager

ASO5

3 x Admin SupervisorASO4

Booking ClerksASO3

Front Reception/Switch ASO2

Directors PA(Office Manager)

ASO5

Contracts Adminsitrator

ASO5

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University of Canberra Public Hospital Pathology Model of Service Delivery

Introduction and Background

The University of Canberra Hospital (UCH) is to be a sub-acute facility providing rehabilitation services to a range of adult geriatric care and mental health services to the population of ACT and neighbouring NSW as well as shared education and research facilities.

ACT Pathology provides a 24 hour, 7 day week, 365 days a year diagnostic service to Canberra and Calvary Hospitals. The main laboratory is located at the Canberra Hospital with a branch laboratory at Calvary Hospital in Bruce.

ACT Pathology will be the pathology service provider for the UCH facility with a collection centre on site for the provision of a phlebotomy service to inpatients, ambulatory inpatients and day/community services patients.

ACT Pathology Service Provision

ACT Pathology has been allocated 1.0FTE for the provision of specimen collection services at UCH for day/ community/ ambulatory services patients / mental health patients and inpatients. Provision will be made for the collection of specimens including:

a) Adult venepuncture b) Urine c) Faeces

Other specialist pathology sample collection (for example supervised urine drug screens) may be undertaken at the Calvary or Canberra Hospital collection facilities. The collection centre will be operational in the morning, from 8am to 10am, to capture those fasting ambulatory patients particularly those from Mental Health requiring blood levels prior to clozapine administration. A ward collection service will then be offered for a period of 2 hours, from 10am – 12pm, to the RACC rehabilitation wards of the hospital facility. During this time the collection centre within the hospital will not be open. It is anticipated that all Mental Health Consumers attend the Pathology collection centre for phlebotomy services but on occasion there may be a need for a collection to be performed by the Pathology Collector within AMHRU and this will be arranged in advance (by at least 1 day) with the phlebotomist on site. After the lunch break of the staff member the collection centre will be open for the remainder of the afternoon business hours. Outside of the ward service, specimen collection will be the responsibility of nursing/medical staff.

08:00-10:00 Pathology collection centre open

10:00 – 12:00 Pathology RACC ward round 12:00 – 13:00 Collection Centre Closed –

Lunch break of staff member 13:00 – 16:15 Pathology Collection Centre -

open

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All collections must adhere to Canberra Hospital and Health Services Clinical Procedure – Venepuncture Blood Specimen Collection (CHHS16/207). All collections must be labelled according to ACT Health Procedure – Patient Identification – Pathology Specimen Labelling (DGD16-017).

Provision of staff, rostering arrangements, management of staff competencies and performance review are managed by the central Customer Services department of ACT Pathology located at the Canberra Hospital, overseen by the Customer Services Manager reporting directly to the Director of Operations.

Delivery of specimens collected on the wards to the pathology collection centre processing room will be the responsibility of the wards personnel. These specimens will then be prepared for transportation to the laboratory for processing, analysis and reporting by the ACT Pathology courier/collector. The process for this to occur will need to be agreed upon by the relevant stakeholders as this could be performed by ACT Health staff or those contracted through BGIS.

Transportation of pathology specimens to the testing laboratory will be provided by ACT Pathology during normal business hours Monday through to Friday. The internal courier system operated by ACT pathology will schedule four pickups from the UCH collection centre daily Monday to Friday. Times of the scheduled collections will be determined closer to the commissioning of the hospital. The stops at UCH will be incorporated into existing community courier runs operating across Canberra.

Out of hours/urgent, weekend and public holiday specimen collection will be undertaken by nursing/medical staff following applicable policy and procedures as mentioned previously. Prior to undertaking venepuncture staff must first have completed the Venepuncture and Blood Culture Collection Program conducted by Staff Development Unit. Transport of any specimens collected out of hours or on weekends/public holidays will be the responsibility of UCH staff. Transport can be organised through an external contracted courier, or by taxi. The specimens will be required to be delivered to the laboratory located at Calvary Public Hospital.

Routine pathology testing will be available 24 hours, 7 days a week from the laboratory located at Canberra or Calvary Hospital. Testing undertaken by ACT Pathology may include:

a) Haematology / Blood Banking b) Clinical Chemistry c) Immunology d) Microbiology e) Anatomical Pathology f) Molecular Pathology g) Cytogenetics

The ACT Pathology handbook aims to provide clinicians with general information on Pathology and detailed information for all tests offered by ACT Pathology. This handbook is available electronically on the ACT Pathology website (www.actpathology.act.gov.au). ACT Pathology customer services can be contacted on 6244 2932 for information or assistance from 08:30 – 17:00 Monday through to Friday (excl public holidays). The Results line is available, 24 hours per day, to provide clinicians with assistance with patient results on 6244 2930.

http://www.actpathology.act.gov.au/

update: university of canberra hospital...update: university of canberra hospital dear member, as...

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