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Employee Handbook Preview
The Ultimate Guide to NorthernBridges' Team Rules
Forward
The story goes…
One day a custodian at NASA was asked to describe his job. His response was, “Putting a man on the moon.” Now, we don’t plan on sending anyone to the moon. But the point is: It’s all about being part of a team and working together towards the same mission.
To take your place on the team, you need to know what we stand for and how we work together. Our members are our clients and we are all about working together as a team. Each and every employee plays an important role in our members’ lives.
This guide is designed to inform you about a fairly boring but important topic – policies and procedures and it will be unlike any other handbook you have ever read. You won’t find many rules in this guide, but you will find lots of expectations.
Use some common sense when applying the policies and limitations in this guide. We are all responsible for the success of NorthernBridges, but not all statements in this guide will apply to you. While we have worked hard on this manual, we have not been able to think of everything. Many of the things that did occur to us we chose not to include.
So, if you have questions that are not answered in this handbook, don’t be alarmed! Just ask your supervisor or the Human Resources Department.
Happy reading!
On Behalf of NorthernBridges Welcome to Our Team!
To give members the best life possible – a powerful mission. We have been frustrated by other policy handbooks that limit independence, creativity, innovation and the negative tone that breaks employees’ spirits. You will not find the traditional employer/employee relationship here.
At NorthernBridges, you will be an empowered employee whose focus is on building lasting relationships with our members and providing an extraordinary life experience to meet their unique needs. Across northwestern Wisconsin, our employees connect members with products, services and relationships that empower and improve members’ lives .
Teamwork, Learning, Growth
Our most important asset is our people. We place a high value on teamwork, learning and growth, and we encourage our employees to excel. We offer a rich array of benefits that help contribute to balanced lives, general well-being, and supportive personal and professional relationships. As an employee of NorthernBridges, you will help promote the health and well being of its members through dedication to the provision of choices and accessibility to cost-effective, high-quality, person-centered care.
This initial Policy Book is organized under Organizational Outcomes, Employee Limitation Policies and Appendixes with individual policies. Additional sections may be required as the organization matures. Within each policy, there are core principles and/or objectives with general guidelines that identify expectations.
NorthernBridges is a strengths-based organization that focuses on a results-only work environment for our employees and personal experience outcomes for our members.
Our values drive our organization:
Core Values
These values represent who we are. If you read them and realize that you’re coming from somewhere else – we need to talk! We think about our core values every day and evaluate our efforts by measuring against these values.
Integrity: Integrity in what we say and do.
The most important thing we have as individuals is our integrity! When integrity is coupled with humility, respect follows.
Respect: Respect by listening and valuing everyone.
We strive every day to earn the respect of our members and colleagues. You should bring your best effort every day and bring out the best in others. None of this happens without doing a lot of listening to our members -- and to each other.
Learning: Passion for learning and sharing.
We encourage and support you to continue to learn new things every day. Don’t keep this to yourself, but share it with us. We want to hear about you! Our successes, our failures -- we own the results. If we have a problem, we fix it. If we have success, we share it. Everyone on the team owns the results.
Partnerships: Commitment for fostering partnerships.
We partner with and look for the expertise of others in the communities that we serve to help our members achieve results and outcomes. If the member wins, we all win. Same deal with our team. If the team wins, we all win. We don’t tolerate win/lose approaches.
Innovation: Creative and innovation solutions.
We believe in new ways of doing things! As an employee you are empowered to be creative in your thinking.
Fun: Have Fun Everyday
What a mouthful! We firmly believe that we add great value by keeping things as simple as possible, making sound judgments and using common sense all while having fun.
We believe in hard work while having fun ---- everyday!
We look forward to working with you as we add value to our communities!
The NorthernBridges Team
Section I: Why Outcome Policies?
We are in the business of working with members to support the things that are important to them. We call them quality-of-life outcomes. How do we do that? By creating an organization that is based on results that we call outcomes. Outcome policies shape the existence of NorthernBridges. They describe the results that NorthernBridges exists to accomplish. Outcomes establish the expectations and results to be achieved for our members, how to achieve those results and at what cost. The outcomes policies in this handbook establish the primary values, goals and measures of success for NorthernBridges.
Through outcome policies, the Board of Directors provides specific direction to NorthernBridges on the results and expectations they expect to achieve. They provide the basis for holding the whole organization accountable to our members and communities. All employees of NorthernBridges are held accountable for the performance of the organization.
The policy Handbook is based on the view that it is best to limit specific employee actions rather than specifying what actions the employee should take. It is through the employee limitations policies that the employee knows what actions are unacceptable. It then allows the employee to use any means within those boundaries. Employee limitations policies often use phrases such as “The Employee shall now allow …” or “The Employee shall not fail to …”
Outcomes (or ends as some refer to it) are what the organization should achieve by all its activity. It is not how the results should be achieved. The beauty of this approach is that it empowers you, the employee, by freeing you to exercise your judgment, skills and creativity to achieve the desired outcomes. It makes you more accountable since you have broader decision-making authority.
The outcome policies on the following pages provide the focus for the entire organization. All purpose, activity and decisions should be directed toward achieving the outcomes set forth in this handbook.
Section II: NorthernBridges Organizational Outcome Policies
Core Policy Statements
A.1 NorthernBridges shall provide to all eligible members within the Northwest Long-term Care District (NW-LTCD):
• Access to all basic Family Care services;
• Choice of living arrangements, care plan options and service providers;
• Quality services to achieve clinical, functional and personal experience outcomes; and
• Cost-Effective services managed efficiently to achieve outcomes at costs that will assure the sustainability of NorthernBridges into the future.
A.2 NorthernBridges staff actions and their interactions with members shall reflect and exemplify a deep sense of commitment to the following RESPECT principles of the Family Care program:
R elationships based on caring, respect, continuity and a sense of partnership
E mpowerment of member to make choices;
S ervices tailored to meet individual needs;
P hysical and mental health services that help members achieve their best level of health and functioning;
E nhancement of each member’s sense of self-worth and the community's recognition of his/her value;
C ommunity and family participation with and by each member; and
T ools for self-determination that support achievement of
maximum self-sufficiency and independence.
A.3 Each NorthernBridges’ business performance and program service area shall reflect the following operational characteristics:
• Clearly communicated and understood expectations of goals, objectives and outcomes.
• Performance standards that focus on the “drivers” of outcomes.
• Dedication to member-centered, outcome-focused management of care.
• NorthernBridges employees should achieve member outcomes at the best possible cost.
A.4 NorthernBridges’ primary purpose is to support its members in achieving their desired individual quality-of-life outcomes. What is important is what each outcome means to the member.
The following statements demonstrate the areas of life that people in long-term care programs have identified as being important to their quality of life. NorthernBridges’ success is determined by how well we help members attain that quality of life.
• CHOICE – At NorthernBridges we strive to empower members to have choice--to have a “voice” about the things that affect their quality of life and to make decisions as they are able.
• PERSONAL EXPERIENCE – At NorthernBridges members need to feel they are “citizens” with rights, not parts of a “program.” Members are to be treated with respect. The focus of supports and services is to assist people in their daily lives, not to take them over or get in the way of the experience.
• HEALTH & SAFETY – At NorthernBridges health and safety is an essential and critical part of life that can affect many other areas of a member’s life. It is important to us to determine what is important to the member and with what risks he or she is comfortable.
A.5 NorthernBridges employees shall not cause or allow any practice, activity, decision or organizational circumstance that is unlawful, imprudent or in violation of generally accepted business and professional ethics or generally accepted accounting principles.
Section III: NorthernBridges Employee Limitation Policies
Leadership:
B.1 NorthernBridges employees shall not fail to increase relationships, outcomes and improvements with members, employees and our community.
B.2 NorthernBridges employees shall not fail to shape their own lives and positively influence the lives of others. Personal growth is important.
B.3 NorthernBridges employees shall not fail to accept their primary obligation to operate in the best interests of district citizens.
B.4 NorthernBridges employees shall not fail to present themselves in a professional manner and appearance.
Financial Management:
B.5 NorthernBridges employees shall not allow or cause the company to spend beyond the financial resources provided or to jeopardize NorthernBridges’ long-term financial viability. NorthernBridges must deliver required services to all members within the financial resources provided. It assumes the financial risk of operation and exercises prudent management to assure long-term financial stability.
B.6 NorthernBridges employees shall not fail to maintain accurate internal accounting records and reports meeting generally accepted accounting principles and NorthernBridges’ policies and procedures.
B.7 NorthernBridges employees shall not fail to have a sound financial plan that accurately budgets, forecasts, monitors and reports NorthernBridges’ spending.
Protection of Assets and Management of Risk:
B.8 NorthernBridges employees shall not allow corporate assets to be unprotected, inadequately maintained or unnecessarily risked.
B.9 NorthernBridges employees shall not fail to implement the financial risk management plan as specified by the CEO. A NorthernBridges employee shall not substitute his/her risk tolerance for that of the Board.
Treatment of Employees:
B.10 NorthernBridges employees may not cause or allow employees to work in conditions that are unsafe, unfair or unprofessional.
Communication and Support of Organization:
B.11 NorthernBridges Employees shall not knowingly permit other employees to be uninformed, unsupported or purposely misled in carrying out their responsibilities.
Family Care Contractual and Regulatory Compliance:
B.12 NorthernBridges employees shall not fail to protect the health and well being of our members or fail to fulfill essential contractual requirements with the Department of Health Services.
B.13 NorthernBridges employees shall not allow or cause NorthernBridges to fail in meeting all regulatory and statutory requirements related to the delivery of the Family Care program and its services.
Enrollment:
B.14 NorthernBridges employees shall not cause or allow members who are not financially and functionally eligible to be enrolled and receive benefits.
Care Planning and Management:
B.15 NorthernBridges employees shall not fail to work together with members to make sure services are supporting the outcomes that are most important to the member.
B.16 NorthernBridges employees shall not fail to honor the Core Policies statements that define how we will serve our members.
B.17 NorthernBridges employees shall not fail to provide members with choice in living arrangements, care plan options and service providers.
B.18 NorthernBridges employees shall not fail to have current individual assessments and member care plans for all members who have been enrolled in Family Care.
B.19 NorthernBridges employees shall not fail to manage care unit cost, utilization, effectiveness and quality to achieve member outcomes at the best possible cost.
B.20 NorthernBridges employees shall not fail to promptly authorize services for members and effectively coordinate care.
B.21 NorthernBridges employees shall not fail to keep current on all documentation involving member care.
Member Relations:
B.22 NorthernBridges employees shall not fail to ensure that members are informed of their rights and are supported in exercising those rights.
B.23 NorthernBridges employees shall not fail to follow NorthernBridges’ grievance process for enrollees.
B.24 NorthernBridges employees shall not fail to respect the confidentiality appropriate to issues of a sensitive nature and a member’s right to privacy.
Claims Processing:
B.25 NorthernBridges employees shall not fail to process claims within industry guidelines and regulatory standards for processing efficiency, claims accuracy and payment timeliness.
B.26 NorthernBridges employees shall not fail to assure that the responsible 3rd party payers are billed for services.
Provider Management:
B.27 NorthernBridges employees shall not fail to maintain a provider network with the capacity to meet member needs.
B.28 NorthernBridges employees shall not fail to assure that provider performance meets basic standards for cost, quality and delivery.
B.29 NorthernBridges employees shall not cause or allow providers without required credentials to serve members.
Quality Management and Continuous Improvement:
B.30 NorthernBridges employees shall not fail to comply with quality management policies and procedures that systematically identify compliance and performance problems and take corrective actions to resolve the problems and prevent future problems.
B.31 NorthernBridges employees shall not fail to demonstrate continuous improvement in all aspects of NorthernBridges’ performance.
Management and Business Infrastructure:
B.32 NorthernBridges employees shall not fail to follow the strategic plan that provides the mission, vision, values, goals and strategies necessary for long-term success.
B.33 NorthernBridges employees shall not fail to demonstrate the consistent and pervasive use of relevant and reliable data to satisfy the Core Policies of NorthernBridges.
B.34 NorthernBridges employees shall not fail to demonstrate the consistent use of performance measures for all key aspects of NorthernBridges’ performance.
Information Technology:
B.35 NorthernBridges employees shall not fail to utilize our enterprise system, information technology and physical infrastructure necessary to efficiently and effectively provide Family Care services and meet NorthernBridges’ and stakeholders’ needs for data and reports.
Human Resources:
B.36 NorthernBridges employees shall not fail to help attract and retain the quality and number of employees necessary and appropriate for management and program delivery.
B.37 NorthernBridges employees shall not fail to participate in the employee performance management system.
Management/Board Relationships:
B.38 NorthernBridges employees shall not fail to be accountable to management and the Board of Directors.
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