Ward Clerks, Receptionists, and Administrative Assistants Conference
- : Surry Hills NSW 2010
Frontline administrative staff who work in hospitals, general practice, and community health settings are essential members of the interprofessional healthcare team. You, as a ward clerk, receptionist, or administrative assistant, are vital to the effective running of a unit in any healthcare setting. So isn’t it about time you were supported with education to help you perform this crucial role? Attend this conference and learn about:
- The KPIs of frontline administrative staff
- Mandatory reporting and your responsibilities
- Ethical dilemmas in the workplace – everyone’s business
- How to work with difficult and unpredictable colleagues
- A career planning workshop and much, much more…
Schedule Day One
8:30AM REGISTRATION FOR DAY ONE
Setting the Scene – Frontline Administrative Staff in 2019
This introductory session will look at the big issues confronting you as a frontline administrative staff member who works in a multidisciplinary healthcare team in 2019. You will be invited to consider and discuss the following:
- On a good day – what you love about your job
- What makes a ‘bad’ day – when and how to say “no"
- Making time to consider your future career…
The Role of Frontline Administrative Staff in Health Care
How familiar are you with your job description? Is it up-to-date? Are you confident that you are meeting your KPIs? Role clarity is essential. Understanding what success looks like is empowering, motivating, and can assist you to feel a sense of achievement and fulfilment. This workshop session will assist you to understand how you can exceed the expectations associated with your role. It includes:
- How has the role of a frontline administrative staff member changed?
- What are your KPIs?
- Is it time to update your job description?
- Do you have clarity around who you report to?
- How do you create value and become invaluable?
10:30 MORNING TEA
Planning for and Responding to an Influx of Patients
The word “disaster” evokes images of fires, earthquakes, floods, or the unthinkable horrors of Melbourne’s Bourke Street. The reality is that as members of the healthcare team, you, as a frontline administrative staff member will, sooner or later, be confronted by a sudden influx of patients due to an external disaster. This session will assist you to consider your role both in preparing for, as well as during a sudden busy environment. It includes equipping staff with:
- The role of the administrator in a busy environment
- Adapting communication skills and work practices/ tools in stressful and unpredictable circumstances
- Planning and preparing for a response and recovery
Privacy and Confidentiality – No Shades of Grey
There are legal boundaries concerning privacy and confidentiality in health care. Transgressing these boundaries may cause unnecessary exposure to risk. This session will inform you clearly of the law in regard to privacy and confidentiality. It will consider:
- What are the legal principles governing privacy and confidentiality?
- What constitutes confidential client information?
- What can be shared on social media?
1:00PM LUNCH AND NETWORKING
Mandatory Reporting – Your Responsibility
There are several mandatory reporting requirements that affect all members of the healthcare team. This session will encourage you to consider the implications of this for your role as a frontline administrator. It includes:
- What is mandatory reporting?
- Do you know what your responsibilities are?
- What should you do if you suspect abuse or neglect within the workplace, including patients/clients and colleagues?
3:00 AFTERNOON TEA
Legal and Ethical Dilemmas in the Workplace – An Open discussion
This final session of day one provides an opportunities to professionally engage and discuss the ethical and legal issues that arise in health care for you as a frontline administrative staff member. Bring your own case studies along and get ready for an interactive discussion. It includes questions and debate around:
- Powers of attorney
- Intervention orders and family violence
- Protecting your mental health
4:30 CLOSE OF DAY ONE OF CONFERENCE
9:00AM COMMENCEMENT OF DAY TWO
De-Escalating Aggression and Violence
Unfortunately, aggression and violence in the healthcare setting are increasing. Within the workplace, patients and residents may behave erratically as a result of their medical condition. You may be the first person that faces the stressed and aggressive person. In order to keep yourself safe, it is very important that you are aware of the skills needed to de-escalate a situation and reduce a person’s level of agitation or aggression. This session explores methods and insights that help to prevent workplace aggression. It includes:
- How can you deal with aggression?
- What strategies are useful to de-escalate aggression?
- Use of language and body language – what matters?
- How can you reduce potential harm to yourself or others?
- Who can you seek help from if exposed to danger?
- When might it be time to call a “code grey”?
Boundaries – Where Should I Draw the Line?
In your workplace, boundaries are invisible lines that you, somehow, need to be aware of. If you step over them, you do so at your own peril. Yet, a lack of clear, established boundaries can leave many feeling overwhelmed and lead to role confusion. This session will look at boundaries and why they are important, as well as include examples of healthy and unhealthy. Questions to be answered include:
- Why is maintaining boundaries with patients, other staff, and members of the public so important?
- What are the consequences of breaching them?
- How do you know a boundary has been crossed?
- How can you set up and maintain strong boundaries?
10:45 MORNING TEA
Don’t Put a Label on It – Work is Not Your “Family”
Referring to your workplace as a family seems like an inclusive way to express how close you are with your colleagues. While it is ok to have work friends, using the term “family” can make for awkward situations when someone isn’t pulling their weight. This session will look at motivating your colleagues. It includes:
- How do labels such as “family” make growth in the workplace difficult?
- Why does labelling a team as a “family” change dynamics?
- When assertive language is needed, how does the label “family” affect this?
- How can you motivate a team and your colleagues?
The Daily Duties - Complacency Issues
Having a routine during your daily work life ensures a well run, stress-free workplace. However, complacency can quickly become an issue when a routine becomes all too familiar. This session will look at the daily duties of ward clerks and administrative staff, ensuring complacency doesn’t consume routine. This includes:
- What is the danger of complacency in a medical environment?
- Stuck in a rut? How can you change this?
- How can you continue to familiarise yourself with workplace guidelines, policies, and procedures?
1:00PM LUNCH AND NETWORKING
Working with Difficult and Unpredictable Colleagues
This session will assist you to understand the nature of complex personalities. Such challenges can cause dissatisfaction and even disruption at work. This session will help you to understand why some personalities are a potential cause of difficult workplace situations. It includes:
- What are the characteristics of a personality disorder?
- Why are there challenges associated with personality disorders?
- What are some practical strategies to manage these situations?
3:00 AFTERNOON TEA
Career Planning for Frontline Administrative Staff
Do you have ideas about what you want to achieve in your job (and in your life!)? Have you ever thought about your next career move? In this session, we will look at ways that you can develop a career plan that is realistic and in line with your personal and home commitments, as well as assisting you to reach your full potential in your workplace. It includes:
- Imagining what your future could look like
- Recognising and consolidating your current achievements
- Planning a step-by-step strategy to achieve your career dreams
- Finding educational courses or upskilling to meet your needs
4:30 CLOSE OF CONFERENCE AND EVALUATIONS
The Goal Need for Program
Frontline administrative staff play a central role in ensuring a unit, ward, or even a practice functions well. The challenges of these roles are ever-present due to a range of complex reasons that include the fast turn around of acutely unwell patients, the rapid turnover of staff, the constant changes to policies and procedures, and the vigilance required to keep abreast of risk management practices. All of these changes result in a need for formal educational support that is ongoing. A conference that provides such support will fill an important gap in the knowledge and skills required to confidently perform frontline administration.
Purpose of Program
This conference provides frontline administrative staff, such as ward clerks, reception staff, and other administrative or clerical assistants who work in healthcare settings, the essential knowledge and skills to better perform the increasing duties and responsibilities required of their roles.
Your learning outcomes:
Communicate with ease during complex situations with patients, colleagues, and members of the public
Develop clear personal and professional boundaries so that role confusion will be prevented
Work safely within the appropriate standards to minimise risk
Use a range of techniques to manage and prevent work-related conflict
Geoffrey Ahern is a senior mental health clinician and educator who splits his time between working with people in a ... Read More
Susan Fiori has a bachelor of business and a masters in engineering with twenty-five years of experience working in IT ... Read More
Amanda Wynne is a barrister at the Victorian Bar whose practice includes family law, child abuse, family violence, mental health, ... Read More
Tony King is a registered nurse and clinical educator in a large metropolitan intensive care unit. He adopts a realistic ... Read More
To Be Determined