REGIONAL OPERATIONS MANAGER OCEANIA HEALTHCARE · Oceania’s key strength is their “care focus” and this will continue to differentiate Oceania moving forward. There are strong

CANDIDATE INFORMATION PACK

REGIONAL OPERATIONS MANAGER OCEANIA HEALTHCARE

CANDIDATE INFORMATION PACK Regional Operations Manager, Oceania Healthcare

HardyGroup | IN CONFIDENCE 2

TABLE OF CONTENTS

Executive Summary 3

Oceania Healthcare 4

Regional Operations Manager

8

Employment Terms & Conditions

12

How to Apply

13



EXECUTIVE SUMMARY Oceania Healthcare is a leading provider and developer of healthcare services in New Zealand offering

residents a continuum of care on its sites, including independent living in its retirement villages and a full range

of residential aged care services at its aged care facilities. Their mission is to provide excellent clinical care that

reflects the residents’ individuality and their right to choice, respect and dignity and to provide a positive and

welcoming environment where residents are encouraged and supported to enjoy a high quality of life.

Between 2015 and 2017 Oceania Healthcare were the winners of the New Zealand Aged Care Association's

Supreme Award for Overall Excellence in Aged Care and in September 2018 and was the recipient of both the

Innovative Service Delivery and the Excellence in Food awards at the annual New Zealand Aged Care

Association Conference.

Oceania was the first New Zealand provider to commercialise the care suite model (over aged care beds) in

scale, combining the benefits of premium aged care and the retirement village Occupation Right Agreements

(ORA) funding model. The care suite model is an integral part of Oceania’s care development strategy to

deliver enhanced returns. Their care business operational strategies include maximising occupancy through

continuous improvement in service delivery and quality of clinical care; optimising the bed mix through needs

assessment; increasing revenue through premium accommodation charges; and continuously driving

operational efficiency. Over the last two years, works have been in place to increase the proportion of

premium rooms through redevelopment of sites and conversion of existing facilities. A new service delivery

model at premium sites has been exceptionally well received by Oceania’s aged care residents and their

families with standards previously unheard of in the aged care industry. Oceania’s key strength is their “care

focus” and this will continue to differentiate Oceania from its peers moving forward.

The Regional Operations Manager is integral to Oceania’s success and is a key role within Oceania’s leadership

and management team, responsible for establishing and implementing all operational services for the South

Island. The Regional Operations Manager will have strong leadership experience in the field of management

and in developing and maintaining best practice and quality standards. They will champion a culture of

continuous improvement and ongoing development of innovative care and wellbeing solutions and use

effective and contemporary leadership styles to achieve results through people.

The role of Regional Operations Manager provides an individual with innovation, enthusiasm and drive the

opportunity to be part of an exciting organisation that is redefining aged care for New Zealanders.



OCEANIA HEALTHCARE Kindness | Passion | Respect | Excellence

Oceania operates in the New Zealand

residential aged care and retirement village

sectors, offering residents independent

living in villas and apartments within its

retirement villages, and providing a full

range of residential aged care services

(including rest home, hospital and

dementia level care) at its aged care

facilities.

Vision: To be the preferred provider of care and

lifestyle options for senior New Zealanders

by meeting or exceeding the expectations

of our residents, staff and stakeholders.

Mission: To provide excellent contemporary care

that reflects our residents’ individuality and

their right to choice, respect and dignity.

We provide a positive and welcoming

environment where our residents are

encouraged and supported to enjoy a high

quality of life.

With 46 locations and directly employing approximately 2700 staff members, Oceania Healthcare is a leading

provider and developer of healthcare services in New Zealand being the third largest in residential aged care

and sixth largest in retirement village sectors. Oceania Healthcare provide accommodation and care to

approximately 3,600 residents. Which are primarily located in metropolitan areas.

What really sets Oceania apart from other places is the highly individualised care we provide each resident.

We develop a unique Person-Centred Care plan for every resident in our care.

A Person-Centred Care plan includes likes and dislikes but are not just about whether you like crackling with

your roast pork. They cover 18 key aspects including their medical history, the likelihood of falls and accidents,

other risk factors, family relationships, culture, spirituality and more. Care plans are developed with family

and each plan is closely monitored by the resident’s registered nurse. Every staff member assigned to the

resident will read the care plan so that they know what to do and what not to do, to care for each resident.



Care plans are reviewed every 6 months, in consultation with family, or more frequently if

conditions for the resident change.

Oceania have been in business as a group since 2005 and between 2015 and 2017 Oceania Healthcare were

the winners of the New Zealand Aged Care Association's Supreme Award for Overall Excellence in Aged Care.

For the last two years Oceania Health has won the Excellence in Food Award for Care Home and Hospitals, and

NZACA Excellence in Care Awards 2019, 2018.

How We Create Value image from Annual Report 2019



STRATEGY

Industry supply and demand dynamics have led to innovations in the funding model for aged care to help

address the required growth in bed capacity. Oceania was the first New Zealand provider to commercialise

the care suite model in scale, combining the benefits of premium aged care and the retirement village

Occupation Right Agreements (ORA) funding model. The care suite model is an integral part of Oceania’s care

development strategy to deliver enhanced returns.

As well as care suite development, their care business operational strategies include maximising occupancy

through continuous improvement in service delivery and quality of clinical care; optimising the bed mix

through needs assessment; increasing revenue through premium accommodation charges; and continuously

driving operational efficiency.

AGED CARE

Oceania’s key strength is their “care focus” and this will continue to differentiate Oceania moving forward.

There are strong underlying demographic trends in the aged care sector. However, to operate in an

increasingly competitive market and to maintain Oceania’s industry leading reputation there is a strong focus

on innovation and on improving customer experiences. Oceania Healthcare is a recognised market leader in

the delivery of the highest levels of clinical care, with a greater mix of hospital level care beds in the portfolio

compared to other operators. Furthermore, as we redevelop our sites into premium offerings, we continue to

maintain a higher weighting of care on site compared to other providers.

In the highlights of the first financial quarter in 2020 Oceania Healthcare is on track to complete 265 new

retirement village units and aged care beds in the year to 31 May 2020 with 90 new care suites at Awatere,

Hamilton already completed in July 2019, A Capital expenditure of $71.4m on new developments during the

period

On review of aged care portfolio during

the financial year 2018, it was assessed

that a target of a 60/40

premium/standard bed mix was

proposed to meet the resident

demands and enhance returns for each

care facility. Since then works have

been in place to increase the proportion

of premium rooms through

redevelopment of sites and conversion

of existing facilities. A new service

delivery model at premium sites has

been exceptionally well received by

Oceania’s aged care residents and their

families with standards previously

unheard of in the aged care industry.

Care suite at Woodlands, Motueka



DEVELOPMENTS

Oceania have embarked on an extensive programme of capital works as a key strategy to support their core

purpose which is to provide high quality aged care services and retirement facilities throughout New Zealand.

With a highly experienced in-house development team and a proven track record of delivering projects on

time and budget, Over the past two years, we have delivered new care centres with new care suites at

Meadowbank, Auckland The Bayview, Tauranga, The Sands and Awatere and we are well underway with the

construction of our new care centres at Green Gables, (61 care suites and 28 apartments) Nelson and

Windermere, (60 care suites and 22 apartments) Christchurch. In the case of Meadowbank, The Sands and

Green Gables, we decommissioned the existing beds at the centres before demolishing the buildings and

constructing new buildings which contain premium care suites. These care suites are a superior product

offering and are more aligned to the needs of the local population.

Oceania Healthcare recently rolled out a Resident Clinical Management System, e-Case, this has progressed

well. As at 30 November2019, e-Case has been implemented at 23 of our care centres across the country.

Our centres are already enjoying the benefits of this system, which means that our staff can spend more time

interacting with residents and their families, and less time completing paperwork at the nurses’ station. We

expect to have all care centres using e-Case by the end of this financial year.

Image Windermere Christchurch



REGIONAL OPERATIONS MANAGER

POSITION PURPOSE

This position is a senior operational role within Oceania Healthcare and reports directly to the Chief

Executive Officer. It is responsible for delivering best practice operational results for a large number of

facilities within the Oceania Group in the South Island region.

Outstanding leadership capability is a key requirement for the role and understanding of what is required to

deliver Oceania’s strategic and business goals. The role doesn’t “run” the business but leads, mentors,

supports, motivates and guides Business & Care (and Village) Managers to deliver optimal outcomes for the

business.

Working with other Regional Operations Managers – the role is strategically focussed on business

development and improvement and less on day-to-day firefighting. It will work to change the approach to

aged-care at Oceania from institutional-based care to hospitality-based, customer-centred service delivery.

KEY DUTIES AND RESPONSIBILITIES

The key responsibilities of the role are through ownership of the business, leadership and management

Ownership of Business

• Participates in strategic planning at a senior level within the Company, initiating and (with others)

developing new strategic initiatives for the advancement of the aged-care business

• Develops and maintains best practice operational excellence across all facilities under management

and shares knowledge across rest of the business

• Works closely with Better Care Managers (BCMs) to break the Oceania strategic plan into specific

facility plans, annual business plans and financial budgets

• Develops effective relationships with key stakeholders including DHB’s, Ministry of Health,

• Holds regular regional meetings with BCM’s and Village Managers to facilitate strong, clear

communication and promote best practice across facilities

Leadership and Management

• Is an effective team member within wider aged-care management team (Regional Operations

Managers, Executive Operations Manager and Regional Clinical Managers) to resolve common

business issues, coordinate delivery and continuously improve the business

• Actively promotes and follows the principles of Shared Governance, as outlined in Oceania

Healthcare’s Shared Governance Guidelines.

• Demonstrates passion and enthusiasm, motivates, leads and empowers others to achieve

organisational goals



• Demonstrates the ability to use effective leadership styles to achieve results through people

Management of Service Delivery

• Supports BCM’s and Village Managers to achieve high levels of customer satisfaction in Oceania’s

service delivery and resident experience

• Proactively and promotes the development of a staff culture at facilities that aligns to Oceania’s values

as an organisation

• Specifically supports health & safety and Clinical Teams to ensure all facilities within the region comply

with all professional codes of practice, clinical standards and contractual/legal obligations within the

aged-care and retirement village industries

• Innovates consistently, seeking best practice customer service at all times

Financial Management

• Responsible for achieving financial goals across facilities within the South Island region, including

financial budgets

• Reports monthly (or more regularly if required) to the Chief Executive or the Executive Operations

Manager (in relation to premium sites) on progress of region against annual financial goals

• Works with GM Nursing & Clinical Strategy and Executive Operations Manager (in relation to premium

sites) to ensure that facility rosters are appropriately structured and managed within KPI’s

• Effectively communicates financial plans to facilities within regions and ensures BCM’s have a high

degree of “ownership” of annual facility budgets

Personal Development

• Demonstrated commitment to ongoing learning through achievement participation in appropriate

business

View the complete required skills, experience and knowledge in the Position Description.

SELECTION CRITERIA The successful candidate will demonstrate

• Demonstrated ability and significant experience in leading at an operational management level

• Experience in developing and maintaining best practice and quality standards to ensure client’s needs

are meet

• Ability to champion a culture of continuous improvement and ongoing development of innovative

care and wellbeing solutions

• Ability to use effective and contemporary leadership styles to achieve results through people

• Exceptional relational and interpersonal communication skills.



QUALIFICATIONS The incumbent will have an appropriate tertiary level qualification.

CHALLENGES

Major challenges currently associated with the role include:

• Aged care in New Zealand is increasingly becoming a competitive and complex industry, operating in

an environment of inter-generational change where customers and their families are increasingly

discerning about what great care looks like

• Global practices in providing aged care are evolving at a rapid rate, with regulators seeking

contemporary approaches to providing safe accommodation and service to residents. The days of

institutional care service standards have gone, and providers must find new ways of delivering (and

funding the provision of) exceptional standards of service to residents whilst still maintaining strong

clinical governance disciplines

• Due to the rate of change in Oceania, the Regional Operations Manager should keep staff moving

forward at the same pace as the organisation and their changing customer groups

REPORTING & KEY RELATIONSHIPS As a member of the senior leadership and management team, the Regional Operations Manager reports

directly to the Chief Executive Officer.

Reporting into the Regional Operations Manager are a team of 13 Business and Care Managers and Village

Managers. The majority of the workforce in the South Island that report into the Managers are Registered

Nurse and Health Care Assistant professionals. There is a mix of beds from 40-100 across 13 sites in the South

Island.



KEY DATA

Staffing 2,600 FTE

Annual Turnover $184M

South Island Region Staffing 540FTE

South Island Revenue

Location

Useful Links

$80M

Christchurch

Role Description

Oceania Healthcare

Organisational Chart Annual Report 2020 Interim Report 2020 ASX CEO Connect - Oceania Healthcare Limited

Description of South Island Services and Facilities

There are 13 sites in the region comprising of:

• 5 sites with aged residential care centres only

• 4 sites are retirement villages only

• 4 sites consist of retirement villages with co-located care and a village

Of the 13 sites, 2 are currently under redevelopment (construction underway on site) with one of these projects due to complete in August 2020 and the other in March 2021. A further three of the existing sites are in our redevelopment pipeline to be rebuilt over the coming years.

There are 631 aged residential care beds within the region, comprising 164 premium care suites (sold under occupation right agreement) and 467 standard care rooms, as well as 305 retirement village units (standalone villas – sold under ORA)

Image – Green Gables at Nelson

https://www.oceaniahealthcare.co.nz/investors/news-article-docs/4247_oceania_ar_2019_full_web_singles-2.pdf

https://www.oceaniahealthcare.co.nz/investors/news-article-docs/4247_oceania_ar_2019_full_web_singles-2.pdf

https://www.youtube.com/watch?v=g7MUWwddWDg



EMPLOYMENT TERMS & CONDITIONS

REMUNERATION To be discussed with the consultant

PRE-EMPLOYMENT PROBITY CHECKS

Information on a person’s suitability for appointment is obtained for all appointments. Potential appointees

will be asked whether there are any reasons why they should not be appointed such as: Information on a

person’s criminal history and other associated probity checks will be sought from those candidates whose

application has progressed to shortlisting for interview.

Applicants unsure about the definition of disclosable criminal convictions or status of any criminal conviction

may wish to seek legal advice in responding to the probity check questions. (A ‘disclosable’ conviction is one

that is recorded by the court and has not been rehabilitated or spent under the Criminal Law (Rehabilitation

of Offenders) Act 1986 and, in the case of Commonwealth convictions, the Crimes Act 1914 (Commonwealth),

and does not breach the confidentiality provisions of the Youth Justice Act 1992.)



HOW TO APPLY

The closing date for applications is Wednesday 27th May 2020

The reference number to include in your application is H20_3228

For a confidential discussion, please contact Principal Consultant, Catherine Poutasi

M: +61 (0)432 173 611

E: [email protected]

Please submit application documentation to Search Coordinator, Jane Mather

T: +61 (0)2 9900 0113

E: [email protected]

It Is standard practice for HardyGroup to acknowledge receipt of your application no later than the next

business day. We request that if you do not receive the acknowledgement, you contact the search coordinator

listed above as soon as possible after the 24-hour business period and arrange to resend your application if

necessary.

Your application must include:

1. Completed HG Application Form

2. Cover letter addressed to the search consultant;

3. A written response addressing the key selection criteria and qualifications, found on page 9/10; and

4. An up to date copy of your Curriculum Vitae

https://hardygroupintl.com/resources/search-candidate-form.pdf



REFEREES

You will need to provide details of three (3) professional referees. To do so, complete the relevant fields in

the Candidate Profile. You should carefully consider who you select to approach to provide reference advice.

Your current manager must be included. It is customary for referee reports to be requested after interview

and if you are the preferred candidate, your permission will be requested prior to contacting your referees.

PERSONAL INFORMATION

HG complies with the Privacy Act 1988 (Cth), all applications are treated by HG in strict confidence, however

in submitting an application you are extending permission to share your application with the Selection Panel.

Personal Information will be used to assess your suitability for appointment to this Positions Health Services.

As part of the selection process, personal information will be dealt with in accordance with HG’s Privacy Policy

and the Information Privacy Act 2009.

Job Description Regional Operations Manager - Reviewed and Approved by: Chief Executive Officer

JOB DESCRIPTION

JOB TITLE Regional Operations Manager

JOB PURPOSE

This position is a senior operational role within Oceania Healthcare and

reports directly to the Chief Executive Officer. It is responsible for delivering

best practice operational results for a large number of facilities within the

Group.

Outstanding leadership capability is a key requirement for the role and

understanding of what is required to deliver Oceania’s strategic and

business goals. The role doesn’t “run” the business but leads, mentors,

supports, motivates and guides Business & Care (and Village) Managers

to deliver optimal outcomes for the business.

Working with other Regional Operations Managers –, the role should be

strategically focussed on business development and improvement and less

on day-to-day fire-fighting. It will work to change the approach to aged-

care at Oceania from institutional-based care to hospitality-based,

customer-centred service delivery.

REPORTS TO Direct to Chief Executive Officer, other than in relation to Oceania’s

premium sites, for which the role reports to the Executive Operations

Manager.

DIRECT REPORTS

Business and Care Managers

Village Managers

LOCATION

The Regional Operations Manager role is based within the particular region

in which the facilities are located. There is an expectation that the role

travels regularly to facilities within the region as well as to Oceania’s

Support Office in Auckland.


KEY RESPONSIBILITIES:

1. Taking ownership of the Business

• Participates in strategic planning at a senior level within the Company, initiating and (with others) developing new strategic initiatives for the advancement of the aged-care business

• Develops and maintains best practice operational excellence across all facilities under management and shares knowledge across rest of the business

• Works closely with BCM’s to break the Oceania strategic plan into specific facility plans, annual business plans and financial budgets

• Responsible for all facilities within the region delivering according to their plans

• Reports to the Chief Executive and the Executive Operations Manager (in relation to premium sites) monthly on progress against goals, plans and financial budgets, identifying and explaining reasons for any material variances

• Develops effective relationships with key stakeholders including DHB’s, Ministry of Health, etc

• Holds regular regional meetings with BCM’s and Village Managers to facilitate strong, clear communication and promote best practice across facilities

• Attends appropriate external stakeholder/networking meetings

• Is aware of industry activity across the aged-care and retirement village sectors including competitor performance and land/facility acquisitions

2. Leadership and Management

• Is an effective team member within wider aged-care management team (Regional Operations Managers, Executive Operations Manager and Regional Clinical Managers) to resolve common business issues, coordinate delivery and continuously improve the business

• Actively promotes and follows the principles of Shared Governance, as outlined in Oceania Healthcare’s Shared Governance Guidelines.

• Demonstrates passion and enthusiasm, motivates, leads and empowers others to achieve organisational goals

• Manages and directs the work activities and performance of reporting staff

• Demonstrates the ability to use effective leadership styles to achieve results through people

• Establishes annual performance objectives and training plans for each reporting staff member and records what has been agreed/ completed

• Plays a key role in the recruitment and retention of facility managers to ensure the achievement of business objectives

• Actively coaches and mentors BCM’s and Village Managers

• Proactively promotes training and personal development across the business

• Is professional at all times with internal and external customers


3. Management of Service Delivery

• Supports BCM’s and Village Managers to achieve high levels of customer satisfaction in Oceania’s service delivery and resident experience

• Proactively promotes the development of a staff culture at facilities that aligns to Oceania’s values as an organisation

• Works collaboratively across the business to improve service delivery and staff safety

• Ensures compliance with applicable regulatory framework and internal policies across all facets of the business

• Specifically supports health & safety and Clinical Teams to ensure all facilities within the region comply with all professional codes of practice, clinical standards and contractual/legal obligations within the aged-care and retirement village industries

• Innovates consistently, seeking best practice customer service at all times

• Works collaboratively with Regional Clinical Managers to ensure the delivery of outstanding clinical care

• Promotes high levels of engagement in health & safety across the business, ensuring BCM’s are aware of the importance that Oceania places on workplace safety, in particular staff training, incident reporting and completing corrective actions within policy deadlines

• Works with other Support Office personnel to respond to any resident, DHB, MoH, or Worksafe complaints in a professional and timely manner

• Works with Regional Clinical Managers and General Manager of Nursing & Clinical Strategy to manage any other formal complaints in order to mitigate any risk to the business

• Undertakes any other reasonable duties as requested from time-to-time by the Chief Executive or the Executive Operations Manager (in relation to premium sites).

4. Financial Management

• Responsible for the achieving of financial goals across facilities within region, including financial budgets • Monitors progress against plan on a monthly basis and proactively addresses any under-performance • Reports monthly (or more regularly if required) to the Chief Executive or the Executive Operations Manager (in

relation to premium sites) on progress of region against annual financial goals • Specifically monitors KPI’s within Care and Village business units • Develops corrective action plans for facilities with deficiencies against KPI’s • Works with GM Nursing & Clinical Strategy and Executive Operations Manager (in relation to premium sites) to

ensure that facility rosters are appropriately structured and managed within KPI’s • Effectively communicates financial plans to facilities within regions and ensures BCM’s have a high degree of

“ownership” of annual facility budgets

5. Personal Development

• Demonstrated commitment to ongoing learning through achievement participation in appropriate business

Oceania Healthcare

Chief Executive Officer

Chief Financial Officer

Finance Teams

Finance Teams

IT

IT Team

GM Nursing and Risk

Clinical Quality Team (4)

Nurse Educator

GM Sales, Marketing & Village Operations

Sales

Marketing Team

GM Property

Property Team

Legal Counsel

Legal Team

Operations Project Manager

Procurement

Food Team

Senior Regional Operations Manager

(2)

BCM & Village

Management Accountant (2)

HR Manager

HR Team

Executive Assistant

Documents

REGIONAL OPERATIONS MANAGER OCEANIA HEALTHCARE · Oceania’s key strength is their “care focus” and this will continue to differentiate Oceania moving forward. There are strong