PD Manager Early Resolution and Assessment July 2024.pdf

HEALTH AND DISABILITY COMMISSIONER

POSITION DESCRIPTION

POSITION:
Manager - Early Resolution and Assessment

DEPARTMENT:

Operations

REPORTS TO:
Deputy Commissioner (Operations)

DIRECT REPORTS:
Team leaders - Complaint Assessment

Project Leader – Complaints Resolution

Ko wai tatou | Who we are

Under  the  Health  and  Disability  Commissioner  Act  1994,  the  Commissioner  is  required  to
promote and protect health and disability services consumers’ rights and facilitate the fair,
simple, speedy and efficient resolution of complaints relating to infringement of those rights.

Mō tēnei tūranga mahi | About this role
The primary role of the Manager - – Early Resolution and Assessment is to
•  Provide  effective  operational  leadership  of  the  early  resolution  and  assessment
function.
•  This includes innovative and effective leadership, management, and development of
an early resolution and assessment team that contributes to:

o  achievement of organisational targets, goals and priorities
o  high-quality, timely and people/whānau-centred services
o  fair, simple, speedy, and efficient resolution of complaints
o  Identifying and effectively managing risk

He aha tāu e mahi ana | What you’ll be doing
and/or the Privacy Act 2020
•  Early Resolution and Assessment Team leadership and management
Ensures that the team contributes to organisational goals, priorities, and outcomes.
Undertakes planning, budgeting, and management activities required for the team to
function effectively.
Information released under the Official Information Act 1982
Builds and maintains a capable and proactive team.
Builds an environment of professional trust, encouraging individuals to take ownership
of their commitments and the quality of their work.
•  Management and professional development of Team Leaders
Undertakes team leader recruitment and ensures a balanced mix of skills and experience
that meet organisational needs.
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Develops, mentors and actively manages team leaders, creating professional
opportunities for growth and development.
Provides clear, timely and adequate direction to team leaders.
Supports and empowers team leader to lead their teams well.
Monitors and manages team leader wellbeing.
•  Productivity and Performance
Drives and actively monitors productivity and high quality performance across the team
Ensures team processes, practice and deliverables are in accordance with HDC
complaints resolution quality standards, procedures, and quality assurance processes.
Builds team capability to achieve high performance and implements clear accountability
mechanisms to support and manage performance
Demonstrates ownership and accountability for team performance
•  Workload management and prioritisation
Proactively oversees team workflow to ensure a steady pipeline of files and avoid
significant workload fluctuations.
Initiates and oversees implementation of efficient and effective processes and methods
that streamline the complaints process.
•  Risk management
Pre-emptively identifies and manages risks
Proactively identifies problems and applies critical thinking to solve them
Demonstrates innovative thinking and the ability to flexibly respond to changing
workflow needs
•  Department culture
Fosters a culturally safe and inclusive team environment.
Empowers their team
Encourages team staff to think about issues from the customer perspective and adopt
people and whānau-centred approaches to their work.
Encourages team staff to think about issues from a systems perspective, considering
how their advice can make a tangible systems impact.
•  Cross organisation collaboration
Fosters and actively supports a one organisation culture
Contributes positively and proactively to organisational processes, projects, decisions,
and policy development.
Fosters professional trust, transparency, and collaboration between teams
Ensures team staff work proactively with other teams to deliver timely and people and
whānau centred complaint processes and outcomes.
•  External relationships and education
Supports HDC external relationships
and/or the Privacy Act 2020
Contributes to wider sector education and upskilling

Other reasonable duties as required.

Information released under the Official Information Act 1982
Ngā rōpū whaihua | Who you’ll work with

All HDC employees have a responsibility for managing relationships in some or all of the key
sectors we work with. In this role, the key relationships to be developed are as follows:
Reports to:
Deputy Commissioner (Operations)
Responsible for:
Early Resolution and Assessment Team
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Internal HDC
All staff within HDC
relationships:
External relationship -  Consumers, Health and Disability sector providers; DHBs,
Communities and the
advocates, vendors, Coroners, District Inspectors, ACC, expert
public:
advisors, Ministry of Health, registration authorities etc.

Ko ngā mea ka hiahiatia e koe kia angitū te haere | What you'll need to be successful:

•  Experience  and  success  in  team  leadership  and  team  management,  including  risk
management,  learning and development and performance management
•  Sound leadership and management skills to motivate a growing team that processes
a high volume of work within tight deadlines
•  Experience and success with the implementation of innovative, efficient and
effective processes and methods to streamline workflows.
•  Excellent  written  and  oral  communication  skills  –  with  a  recognised  ability  to
communicate with people from a wide cross section of the community
•  Highly developed relationship management skills and a demonstrated focus on quality
and service improvement
•  Analytical and enquiring mind with ability to express complex ideas in a logical way
•  Experience in a service delivery environment involving high volumes of work within a
statutory framework
•  Experience in business planning, budget management and management reporting
•  Proven ability to work under pressure and meet deadlines
•  Displays initiative, problem-solves and makes pragmatic decisions
•  Demonstrated ability in using IT, including databases and Microsoft packages
•  Ability to apply legal precedents, follow legal advice and understand and incorporate
legal concepts and advice into correspondence
•  In-depth understanding of relevant legislation, policies and procedures, with a well-
rounded knowledge of the New Zealand health and disability sector
•  A good understanding Te Tiriti o Waitangi and HDC’s commitment and obligations
arising from Te Tiriti
•  Ability to demonstrate awareness of and respect for the diversity of all people and
whanau; and to engage inclusively with an understanding of the systemic barriers that
people may face in the health and disability system
•  A relevant tertiary qualification

and/or the Privacy Act 2020
Te Aronga o te Ratonga Tūmatanui | Public Service Purpose
Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa
i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te
Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i
te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou
Information released under the Official Information Act 1982
hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga
tūmatanui i roto i ā mātou mahi.

In the public service we work collectively to make a meaningful difference for New
Zealanders now and in the future. We have an important role in supporting the Crown in its
relationships with Māori under the Treaty of Waitangi.  We support democratic government.
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We are unified by a spirit of service to our communities and guided by the core
principles and values of the public service in our work.

The Health and Disability Commissioner welcomes and supports people of all gender
identities, ages, ethnicities, sexual orientations, disabilities, and religions.

Note: This position description, both in terms of actual responsibilities and focus, is subject to change over time, as the role and
the organisation develop.

and/or the Privacy Act 2020
Information released under the Official Information Act 1982
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