Duty Manager

Person Specification

• Academic and Professional Qualifications
  
• Bachelor of Science in Nursing (BScN) – Mandatory.
  
• Valid Nursing Council of Kenya (NCK) License.
  
• Current certification in BLS and ACLS (ATLS will be an added advantage).
  
• Training in Leadership, Healthcare Management, Quality Improvement, Patient Safety, or Hospital Operations Management will be an added advantage.
  
• Experience
  
• Minimum of five (5) years’ clinical nursing experience, with at least three (3) years in a supervisory or management role.
  
• Demonstrated experience managing multidisciplinary teams in a hospital setting.
  
• Experience in incident management, patient safety, quality improvement, and operational coordination.
  
• Experience in emergency response and crisis management within healthcare environments.
  

Hospital Operations Management

• Provide overall leadership and coordination of hospital operations during assigned shifts.
  
• Ensure seamless delivery of clinical and non-clinical services across all departments.
  
• Monitor hospital activity, patient flow, admissions, transfers, discharges, and bed occupancy to optimize capacity utilization.
  
• Conduct regular operational rounds to assess service delivery standards, patient experience, environmental safety, and departmental readiness.
  
• Ensure compliance with organizational policies, statutory regulations, accreditation standards, and professional practice guidelines.
  
• Serve as the primary escalation point for operational challenges and coordinate timely resolution.
  
• Ensure uninterrupted service delivery and continuity of care throughout the shift.
  
• Coordinate interdepartmental activities to support efficient patient care and service delivery.
  

Patient Safety and Quality Management

• Promote a culture of patient safety and quality improvement across the hospital.
  
• Monitor adherence to patient safety goals, infection prevention and control measures, medication safety practices, and clinical protocols.
  
• Ensure prompt identification, management, reporting, and escalation of adverse events, near misses, complaints, and clinical incidents.
  
• Lead initial investigations of incidents occurring during the shift and facilitate implementation of immediate corrective actions.
  
• Participate in Root Cause Analysis (RCA) processes and follow-up of quality improvement initiatives.
  
• Ensure timely escalation of high-risk, VIP, vulnerable, medico-legal, and sentinel event cases to senior management.
  
• Monitor compliance with quality indicators and service standards.
  

Clinical Governance and Patient Care Coordination

• Support clinical teams in delivering safe, evidence-based, and patient-centered care.
  
• Collaborate with physicians, nurses, allied health professionals, and support services to address patient care concerns.
  
• Coordinate timely referrals, transfers, admissions, and discharge processes.
  
• Ensure critical patient care issues are promptly escalated and managed appropriately.
  
• Facilitate continuity of care across departments and shifts.
  
• Support management of deteriorating patients and coordinate escalation to specialist teams where required.
  

Emergency Preparedness and Response

• Act as Incident Commander during emergencies occurring within assigned shifts until relieved by senior leadership.
  
• Coordinate responses to medical emergencies, mass casualty incidents, fire incidents, security threats, utility failures, and disaster situations.
  
• Ensure emergency protocols, codes, and contingency plans are activated and executed effectively.
  
• Coordinate communication with relevant internal and external stakeholders during emergencies.
  
• Participate in emergency preparedness drills and evaluate response effectiveness.
  

Staff Leadership and Workforce Management

• Provide visible leadership and managerial support to all staff during assigned shifts.
  
• Supervise and coordinate nursing, clinical support, administrative, and ancillary teams.
  
• Assess staffing adequacy and deploy resources appropriately based on patient acuity and operational demands.
  
• Manage shift attendance, punctuality, and workforce discipline issues.
  
• Support employee engagement, staff wellbeing, conflict resolution, and team cohesion.
  
• Conduct mentorship, coaching, bedside teaching, and performance feedback sessions.
  
• Escalate staffing concerns and workforce risks to the Nursing Services Manager and Human Resources as appropriate.
  

Risk Management and Regulatory Compliance

• Ensure implementation of enterprise risk management frameworks across hospital operations.
  
• Identify, assess, mitigate, and escalate operational, clinical, environmental, financial, and reputational risks.
  
• Ensure compliance with licensing requirements, regulatory standards, infection control requirements, occupational health and safety regulations, and hospital policies.
  
• Conduct environmental safety rounds and address identified hazards.
  
• Ensure accurate documentation and timely reporting of incidents and operational occurrences.
  

Resource and Asset Management

• Monitor availability and utilization of clinical and non-clinical resources.
  
• Ensure adequate stock levels of medications, consumables, blood products, medical gases, and critical supplies.
  
• Coordinate timely replenishment of supplies to prevent service disruptions.
  
• Ensure availability, functionality, and optimal utilization of medical equipment and hospital infrastructure.
  
• Escalate equipment failures and coordinate timely corrective action with Biomedical Engineering and relevant departments.
  
• Support cost-conscious resource utilization while maintaining quality of care.
  

Customer Experience and Service Excellence

• Promote exceptional patient and family experiences through responsive service delivery.
  
• Manage patient, family, and visitor concerns promptly and professionally.
  
• Resolve complaints occurring during assigned shifts and ensure appropriate documentation and escalation.
  
• Monitor service standards and implement immediate interventions to address identified gaps.
  
• Champion patient-centered care and service excellence initiatives.
  

Communication and Stakeholder Management

• Serve as the key communication link between frontline teams, department managers, consultants, executive leadership, and external stakeholders.
  
• Ensure effective shift handovers and dissemination of critical operational information.
  
• Coordinate communication regarding incidents, emergencies, service disruptions, and high-risk situations.
  
• Foster collaboration among multidisciplinary teams to achieve organizational goals.
  

Reporting and Documentation

• Prepare comprehensive shift reports highlighting operational performance, incidents, patient safety concerns, staffing issues, equipment downtime, and significant events.
  
• Maintain accurate records of incidents, investigations, escalations, and corrective actions.
  
• Generate timely reports required by hospital management and regulatory authorities.
  
• Monitor and report key operational and quality indicators.