Business & Support Services Manager

Purpose of the Post

The Business & Supports Services Manager whilst having a ‘gatekeeper’ role in the organisation of the business and governance function within the hospital will provide day-to-day operational management of non-clinical services within the Hospital including planning and implementing the safe delivery of non- clinical support services in compliance with current Health & Safety legislation and best practice in relation to the Health Information and Quality (HIQA) National Hygiene Standards, Dangerous Goods Safety Advisor (DGSA) for dangerous goods, Environmental Monitoring and Fire Safety and supporting the hospital in the provision of the necessary services and functions to enhance patient care and experiences and oversee the hospitals’ environmental hygiene and FMS (JCI standards) audit programmes across the organisation as well as project management when required.

The post holder is required to coordinate and manage all non-clinical related functions including Catering, Hygiene, Household services, Facilities Management and Post internal & external), Transport and Health & Safety.

To ensure the efficient and effective Business Management of the assigned areas by leading, planning, organising and monitoring service delivery in a collaborative way as part of a team to ensure the provision of high-quality pre-hospital care by competent, motivated employees. This will be accomplished by managing the area but delivering locally as a part of a network of care.

Principal Duties and Responsibilities

The Business Support Manager is a key member of St Columcille’s Hospital Executive Management Team. The position of Business Manager encompasses managerial, operational and administrative responsibilities.

The post holder will provide support to the Executive Management Team to ensure the operational management and service delivery targets are met by providing leadership in the assigned team and the service delivery of:

· Lead responsibility for the business and performance management/improvement and non-clinical services

· Required to drive organisational change initiatives where services and systems need change and improvement and will be responsible and accountable for strategically managing, coordinating, implementing and monitoring all contracted internal and external support services providers under the Facilities remit.

· Lead in the preparation of strategic business plans and objectives to support the delivery of the service

· Lead the activities of business support providing strategic support and guidance as necessary.

· Achieve and maintain all key performance targets including patient focussed clinical quality standards, efficiency and productivity targets, achieve financial balance and contribute positively to the hospitals overall performance and financial objectives.

· Human Resource and Workforce Planning.

· Operational management of Nonclinical services to ensure efficient and effective function of services.

· Provision of activity and performance reports as required

· Implementation of the HSE’s Safety Management System at the Hospital.

· The post holder will be the Local Accountable Officer (LAO) of Health & Safety in SCH.

· Strategic and Operational Planning including development of business cases/needs assessments and analysis for all hospital developments linked to the Hospital/IEHG strategy and organisational development programme.

· Lead on Hospital projects as required.

· Coordinate and prepare responses to requests for information and to work closely with colleagues in related areas to ensure a timely and accurate response to all such matters.

· The post holder is required to support the principle that the care of the patient comes first at all times and will approach their work with the flexibility and enthusiasm necessary to make this principle a reality for every patient to the greatest possible degree.

· Manage the delivery and quality of contracted services ensuring all contracts/SLA’s are in place and reviewed periodically. This is an essential role in managing significant aspects of the organisations services.

· Oversee all equipment services and repairs ensuring monitoring and compliance

· Develop and manage appropriate and accurate key performance indicators for services provided, facilitating the continual monitoring and auditing of services to ensure compliance to agreed standards and SLA’s.

· Aiding the Executive Manager Team in ensuring that the General Manager/Deputy is furnished with all required reports (including concise summaries of key information and up-to-date data) and that they are fully and accurately briefed well in advance of any required attendances.

· Support the office of the General Manager in the delivery of hospital priorities, strategic objectives and service improvement initiatives.

· Provide comprehensive executive managerial support to the Office of the General Manager in the operational and strategic management of the hospital.

· Support the Executive Management Team in identifying opportunities for service improvement and operational efficiencies.

Leadership and Accountability

· Key member of the Hospital Executive Management Team and other governance committees, as assigned by the Hospital Manager.

· Participate in the Out-of-Hours Management On Call rota.

· The role of the Services Manager is to manage the following services:

· (including but not limited to):

o Facilities/Environment Management

o Health & Safety

o Asset Tag & Equipment Register

o Switchboard/Portering/MTAs

o Catering Department & Services

o Cleaning Services Inc. infection control

o Security

o Car Parking

o Waste Management

o Service Contracts

o Access Control /Tobacco Free Campus

o Other contracts as assigned.

· The Business & Support Services Manager will need to be organised, detailed and focused in approach with the ability to manage a large multidisciplinary team(s) with a view to the provision of a standard of service required to meet the needs of a growing patient driven service.

· The Business & Support Services Manager should have a vision for progress and a skill set to meet challenges associated with changing existing practices and developing improved systems and procedures.

· They should be willing to understand and work towards all improvements and developments that bring benefit to the services delivered at the hospital and allow for better patient care and experience.

· Preparation of monthly, quarterly and annual activity reports and any other reports as required on an ongoing basis

· Ensure the development, maintenance and smooth running of areas of responsibility as listed above.

· Deliver on the strategic objectives of the hospital pertaining to the role

· The identification, development and management of Key Performance Indicators (KPIs) which are congruent with the Hospital’s service plan targets and core business objective.

· The development of Action Plans to address KPI targets.

· Deputise for the Operations/Deputy General Manager when required

· Collation of statistics, preparation of KPIs and reports, with presentation of findings/action plans to the relevant committees as required.

Health & Safety

· The Business & Supports Services Manager is the Local Accountable Officer (LAO) for Health & Safety, Environmental and Support Services functions at the hospital and as such will be responsible for the planning, organising controlling and directing of the associated services and Departments Heads with respect to the hospital and statutory requirements, policies and standards in Health & Safety.

· They will be required to drive change initiatives with the support of Senior Management in areas where services and system need change and improvement. visitors and staff and is expected to ensure a positive experience in relation to the appearance, provision of non-clinical services, catering, cleanliness and the overall fabric of the building.

· Develop and lead on SCH Site Safety Statement

· Implementation of the HSE’s Safety Management System at the Hospital

· Develop and facilitate Health & Safety schedule and training for all staff

· Monitor and ensure compliance on Health & Safety across the hospital

· Report on Health & Safety KPIs to the Executive Management team

Planning & Operations

· The Business & Support Services Manager will work as part of the Hospital Executive Team in pursuing the Hospitals objectives and contribute to the strategic development and will play a significant role in the strategic planning of future developments in relation to Major and Minor Capital projects at SCH.

· Responsible for the planning, organising, controlling and directing of the non-clinical support services with Department Heads with respect to the hospital and statutory requirements, policies and standards. The Support Services Manager will have the responsibility for the following within his / her defined scope:

· Management of Non-clinical Support Services on a day to day basis

· Service and Business Development

· Supervisory staff management for charge hand and support staff grades

· Contribute to the development and implementation of the business plans and annual reports.

· Work collaboratively with Clinical Director, Heads of Departments, Service Managers and Directors of Nursing and Midwifery on projects as they arise.

· Provide reports on activity and performance as required by the Hospital Manager.

· Work collaboratively with other members of the Hospital Team in the development and implementation of Quality Initiatives and Service Improvements.

· Ensuring a systematic approach to contract management in respect of outsourced services

· Providing reports on service as appropriate and any other such reports as may be required from time to time to facilitate executive decision making

· Take ownership and ensure completion of hospital wide programmes and projects assigned by the General Manager/Operations/Deputy General Manager

· Data protection – put in place measures to ensure we have a coherent approach to FOI, GDPR and all legislative requirements.

Strategic / Service Planning/ Quality Assurance

All Strategic and Service Plans must be aligned, up to date and actively monitored.

· Support the development and implementation of the annual Service Plan / Operational Plan.

· Support alignment to the People Strategy and all relevant strategies.

· Support alignment with Improving Change Capacity Implementation Actions.

· Monitor delivery against the plans and highlight variance.

· Continuously evaluate the effectiveness of the services and introduce related changes where appropriate

· Identify and implement working and operational standards for the various functions under their control.

· Develop inventory, maintenance and all other necessary records regarding equipment, plant and other assets.

· Ensure compliance with all standards associated with Health & Safety, Risk assessments, Catering, Support Services and Maintenance Services.

· Ensure that best practice standards are in operation and that regular monitoring is undertaken through audit.

· Monitor and research new developments and encourage adoption of new ideas and technology throughout the hospital

· Have a strong working knowledge of the Health Information and Quality Authority (HIQA) Standards as they apply to the role.

Risk Management, Infection Control, Hygiene Services and Health & Safety

· The management of Risk, Infection Control, Hygiene Services and Health & Safety is the responsibility of everyone and will be achieved within a progressive, honest and open environment.

· The post holder has a duty to familiarise themselves with the necessary education, training and support, relevant Organisational Policies, Procedures & Standards and attend training as appropriate in the following areas:

o Continuous Quality Improvement Initiatives

o Document Control Information Management Systems

o Risk Management Strategy and Policies

o Hygiene Related Policies, Procedures and Standards

o Decontamination Code of Practice

o Infection Control Policies

o Health & Safety Policies and Fire Procedure

o Data Protection and confidentiality Policies

· The post holder is responsible for ensuring that they become familiar with the requirements stated within the Risk Management Strategy and that they comply with Risk Management Incident/Near miss reporting Policies and Procedures.

· The post holder is responsible for ensuring that they comply with Hygiene Services incorporates environment and facilities, hand hygiene, catering, cleaning, the management of laundry, waste, sharps and equipment.

· The post holder is the LAO for Health & Safety and must coordinate compliance and training

· Mandatory training – keep a record of mandatory training and engage with staff to ensure compliance.

· Ensure Asset Tag Register for SCH is updated and monitored.

· The post holder is required to bring to the attention of a responsible person any perceived shortcoming in Health & safety arrangements or any defects in work equipment.

· Responsible for St Columcille’s Hospital Health and Safety Audit Programme for example and not limited to DGSA, Level 1 H&S, Site Safety Statement

Administration

· Ensure the efficient management and administration of area of responsibility

· Ensure deadlines are met and that service levels are maintained

· Ensure line management is kept informed of issues arising

· Ensure that stakeholders are kept informed and that their views are communicated to management

· Maintain records and submit activity data / furnish appropriate reports to Management as required.

· Take a lead role in the development of major emergency planning for the hospital, support and coordinate all internal moves.

· Maintain professional standards. Comply with GDPR as per PPPG/HSE policies.

· Contribute to ongoing monitoring, audit and evaluation of the service as appropriate.

· Ensure that equipment is safe to use and report any malfunctions in a timely manner.

· Maintain & monitor the Hospital Asset Tag register

· Manage the ordering of Health & Safety Training supplies when required and ensure the appropriate value for money without compromising staff safety.

· Working closely with Procurement and key stakeholders to develop technical specification documents to permit the conduct of tendering competitions, also contributing to the setting of evaluation methodologies and participating on evaluation groups in order to assess tender submissions.

· Undertake other duties as required.

Customer Service

· Promote and maintain a customer focused environment by ensuring service users / customers are treated with dignity and respect

· Seek feedback from service users / customers and implement change to incorporate same, in agreement with Line Manager

Service Planning and Improvement

· Support service planning, operational development and organisational change initiatives.

· Coordinate projects and workstreams assigned by the Operations/General Manager.

· Assist in the development of business cases, service proposals and implementation plans.

· Contribute to the delivery of quality improvement initiatives.

· Support the implementation of national and regional programmes within the hospital.

· Promote a culture of continuous improvement and innovation.

Human Resources / Supervision of Staff and Performance

· Ensure adequate systems are in place to meet reporting requirements in respect of staff reporting and ensure that all staff are aware of obligations for reporting and recording.

· Ensure that all issues arising are brought to the attention of the AND if appropriate.

· Reporting systems include the following and also new systems under development:

o SAP HR

o Staff records

o All leave recording

o Flexitime and attendance

o Travel/subsistence etc.

Supervision and development of staff in line with team requirements.

Support the development of performance metrics and the reporting on same.

Including the following:

· All national HR reporting.

· Metrics as agreed for Improving Change Capacity reporting.

· Performance achievement – collating data to support the performance requirements.

· Manage the performance of staff, dealing with underperformance in a timely and constructive manner.

· Ensure an even distribution of workload amongst the team, taking into account absence due to annual leave etc.

· Develop a staff leave contingency plan for all staff/departments under their remit.

· Supervise and ensure the wellbeing of staff within own remit.

· Create and promote a positive working environment among staff members, which contributes to maintaining and enhancing effective working relationships.

· Promote cooperation and working in harmony with other teams and disciplines.

· Conduct regular staff meetings to keep staff informed and to hear views.

· Solve problems and ensure decisions are in line with local and national agreements.

· Pursue and promote continuous professional development in order to develop management expertise and professional knowledge.

· Line management of charge hands and ensure charge hands management of assigned staff in non-clinical support services.

· Management of the Catering department.

· Co-ordinate the implementation of the SCH in-house Fire and Safety training programme and ensure adherence to fire plans , exit routes and assembly plans in the hospital.

· Work closely with HSE Health and Safety function in the planning, development, adherence and evaluation of both statutory and non-statutory training programmes provided in St Columcille’s Hospital.

· Ensure that the training needs of staff are identified and facilitated.

· Support the Safety representatives in performing the role of safety rep.

Service Delivery and Service Improvement

· Ensure accurate attention to detail in own work and work of team.

· Maintain a good understanding of internal and external factors that can affect service delivery including awareness of local and national issues that impact on own area.

· Embrace change and adapt local work practices accordingly by finding practical ways to make policies work, ensuring team knows how to action changes.

· Encourage and support staff through change processes.

· Monitor efficiency of service provided by team, identify and implement changes to the administration of the service where inefficiencies arise.

· Engage with Liaison Gardaí to ensure the site is monitored and safe for service users.

· Support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.

Administration and Records

· Prepare clear, concise, accurate reports backed up by sufficient reliable documentary evidence.

· Attend meetings as required.

· Prepare agenda, take minutes at meetings and prepare for circulation following meeting – as agreed.

· Undertake special assignments as requested.

Personal Development

· Maintain own knowledge of relevant policies, procedures, guidelines and practices to perform the role effectively including compliance with HSE Financial regulations, GDPR, Health & Safety legislation, Employment legislation, FOI Acts etc.

· Pursue continuous professional development in order to develop management expertise and professional knowledge.

· Keep ICT and digital skills up to date with developments to lever emerging opportunities.

· Agree a PDP as part of the Performance Achievement process to develop personally and professionally.

· Undertake special assignments as requested to support service and personal development.

· Undertake all mandatory training.

· Maintain continuing professional development to ensure knowledge development of current best practice for service delivery.

Standards, Policies, Procedures & Legislation

· Contribute to the development of policies and procedures and ensure consistent adherence to procedures and current standards within area of responsibility

· Maintain own knowledge of relevant policies, procedures, guidelines and practices to perform the role effectively and to ensure standards are met by own team

· Maintain own knowledge of relevant regulations and legislation e.g. Financial Regulations, Health & Safety Legislation, Employment Legislation, FOI Acts, GDPR

· Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards and other standards as they apply to the role for example, Standards for Healthcare, National Standards for the Prevention and Control of Healthcare Associated Infections, Hygiene Standards etc. and comply with associated HSE protocols for implementing and maintaining these standards

· Support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.

The above Job Specification is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office.

Eligibility Criteria

Qualifications and/ or experience

This campaign is confined to staff who are currently employed by the HSE, TUSLA, other statutory health agencies*, or a body which provides services on behalf of the HSE under Section 38 of the Health Act 2004 as per Workplace Relations Commission agreement -161867

Eligible applicants will be those who on the closing date for the competition:

Eligible applicants will be those who on the closing date for the competition:

(a) Have satisfactory experience in an office under the HSE, TUSLA, other statutory health agencies, or a body which provides services on behalf of the HSE under Section 38 of the Health Act 2004 at a level not lower than that of Grade IV (or equivalent)

And

Recognised qualification (Level 6 or above) in Healthcare Management or equivalent

And

(b) Candidates must possess the requisite knowledge and ability, including a high standard of suitability, for the proper discharge of the office.

Health

A candidate for and any person holding the office must be fully competent and capable of undertaking the duties attached to the office and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.

Character

Each candidate for and any person holding the office must be of good character.

* A list of ‘other statutory health agencies’ can be found here.

Post Specific Requirements

Candidates must demonstrate:

· Relevant experience in a Senior Management or supervisory role

· Experience in the undertaking of risk assessment / reporting / training needs analysis, monitoring and auditing including health and safety as relevant to the role

· Experience in preparing for internal and external standards assessments.

· Experience of data collation, measurement, analysis and production of high quality reports as relevant to the role

Other requirements specific to the post

Access to appropriate transport to fulfil the requirements of the role.

Flexibility in relation to working hours to fulfil the requirements of the role.

Skills, competencies and/or knowledge

Demonstrate:

Professional Knowledge & Experience

· Demonstrates knowledge and experience relevant to the role as per the duties & responsibilities, eligibility criteria and post specific requirements of the role

· Demonstrates knowledge of Health and Safety management systems and processes

· Expertise in preparing for internal and external standards assessments.

· Demonstrate knowledge of relevant national policies and strategy in relation to Health and Safety to be incorporated into training.

· An understanding of healthcare standards, Health Information and Quality Authority (HIQA) standards and the Health & Safety Authority (HSA) and their application to the healthcare setting.

· Excellent MS Office skills to include, Word, Excel and PowerPoint.

· Knowledge and experience of using an email system effectively e.g. Outlook, Gmail.

· Knowledge of the Health service including a good knowledge of HSE reform.

· Maintain confidently relating to records and ensure compliance with Data Protection GDPR legislation.

· Maintain IT systems for recording and tracking all health and safety training.

· Knowledge of the National Incident Management System( NIMS)

Planning and Managing Resources

· Demonstrate the ability to effectively plan and manage own workload and that of others in an effective and methodical manner within strict deadlines, ensuring deadlines are met

· Prioritises effectively to manage multiple projects concurrently, structuring and re-organising own workload and that of others as needed

· Demonstrates responsibility and accountability for the timely delivery of agreed objectives

Commitment to a Quality Service

· Practices and promotes a strong focus on delivering high quality customer service for internal and external customers and an awareness and appreciation of the service user

· Proactively identifies areas for improvement and develops practical solutions for their implementation

· Embraces and promotes the change agenda, supporting others through change and effectively seeing it through

· Demonstrate flexibility and initiative during challenging times and an ability to persevere despite setbacks

Evaluating Information, Problem Solving & Decision Making

· Demonstrate numeracy skills, an ability to analyse and evaluate information, considering a range of critical factors in making effective decisions. Recognises when it is appropriate to refer decisions to a higher level of management

· Demonstrate initiative in the resolution of complex issues / problem solving and proactively develop new proposals and recommend solutions

· Ability to make sound decisions with a well-reasoned rationale and to stand by these as appropriate and inform others of decisions that have implications for them, making sure the team knows how to action them.

Team working

· Demonstrate an ability to work as part of the team in establishing a shared sense of purpose and unity

· The ability to work with the team to facilitate high performance, developing clear and realistic objectives

· Demonstrates leadership; creating a team spirit, leading by example, coaching and supporting individuals to facilitate high performance and staff development

· Demonstrate a commitment to promoting a culture of involvement and consultation within the team, welcoming contributions from others

Communications & Interpersonal Skills

· Demonstrate excellent communication and interpersonal skills including the ability to present information in a clear, concise and confident manner (verbally and written)

· Demonstrate the ability to influence people and events and the ability to build and maintain relationships with a variety of stakeholders to assist in performing the role

· Demonstrate commitment to regular two-way communication across functions and levels, ensuring that messages are clearly understood

Campaign Specific Selection Process

Ranking/Shortlisting / Interview

A ranking and or shortlisting exercise may be carried out on the basis of information supplied in your application form. The criteria for ranking and or shortlisting are based on the requirements of the post as outlined in the eligibility criteria and skills, competencies and/or knowledge section of this job specification. Therefore it is very important that you think about your experience in light of those requirements.

Failure to include information regarding these requirements may result in you not being called forward to the next stage of the selection process.

The HSE is an equal opportunities employer.

Those successful at the ranking stage of this process (where applied) will be placed on an order of merit and will be called to interview in ‘bands’ depending on the service needs of the organisation.

Diversity, Equality and Inclusion

The HSE is an equal opportunities employer.

Employees of the HSE bring a range of skills, talents, diverse thinking and experience to the organisation. The HSE believes passionately that employing a diverse workforce is central to its success – we aim to develop the workforce of the HSE so that it reflects the diversity of HSE service users and to strengthen it through accommodating and valuing different perspectives. Ultimately this will result in improved service user and employee experience.

The HSE is committed to creating a positive working environment whereby all employees inclusive of age, civil status, disability, ethnicity and race, family status, gender, membership of the Traveller community, religion and sexual orientation are respected, valued and can reach their full potential. The HSE aims to achieve this through development of an organisational culture where injustice, bias and discrimination are not tolerated.

The HSE welcomes people with diverse backgrounds and offers a range of supports and resources to staff, such as those who require a reasonable accommodation at work because of a disability or long term health condition.

For further information on the HSE commitment to Diversity, Equality and Inclusion, please visit the Diversity, Equality and Inclusion web page at https://www.hse.ie/eng/staff/resources/diversity/

Code of Practice

The Health Service Executive will run this campaign in compliance with the Code of Practice prepared by the Commission for Public Service Appointments (CPSA).

The CPSA is responsible for establishing the principles that should be followed when making an appointment. These are set out in the CPSA Code of Practice. The Code outlines the standards that should be adhered to at each stage of the selection process and sets out the review and appeal mechanisms open to candidates should they be unhappy with a selection process.

The CPSA Code of Practice can be accessed via https://www.cpsa.ie/.

The reform programme outlined for the Health Services may impact on this role and as structures change the job description may be reviewed.

This job description is a guide to the general range of duties assigned to the post holder. It is intended to be neither definitive nor restrictive and is subject to periodic review with the employee concerned.

PLEASE COMPLETE AND UPLOAD THE APPLICATION FORM ATTACHED TO THE JOB ADVERT. CVs WILL NOT BE ACCEPTED FORTHIS POSITION