This document provides a supervisor's policies and procedures manual for a family birthing center. It outlines the responsibilities and expectations of supervisors which include providing excellent patient care, managing staffing levels, and ensuring security measures are followed. It also details policies around hiring, complaints, performance evaluations, developing customer service, and maintaining workplace safety. Supervisors are expected to attend monthly seminars, properly handle any conflicts or confrontations, and counsel employees when needed.

1. Marion General Family Birthing Center
Supervisor’s Policies and Procedures Manual

2. Welcome Supervisors to the Marion General Hospital
Family Birthing Center
Family Birthing Center at MGH
As Supervisors in the Family Birthing
Department here at MGH we want
you to be well acquainted with our
policies and procedures. This
manual will explain and give you
examples and details of all our
policies and procedures that you will
use while being supervisors in the
family birthing department. Again,
we would like to welcome you to
the team and cannot wait to see
what you have in store for the
family birthing center department.

3. Overview and Expectations
Responsibilities Supervisor's Expectations
Work Schedule
Day-To-Day operations Provide Excellent Patient Care
Monday-Friday -Patient care is our number one
Annual Goals and objectives 1st Shift- 6:00 AM- 2:00 PM priority
2nd Shift-2:00 PM- 10:00 PM -Second Home
Managing staffing levels
-Safety and well-being
3rd Shift-10:00 PM- 6:00 AM
-Patients feel relaxed and at ease
Demonstrate compassion,
after have birth
respect and caring
-Excellent experience
-Cater to their every need.
Focus on patient-centeredness
Weekend Saturday-Sunday
Security Measures
Make schedules 1st Shift- 6:00 AM- 2:00 PM -Security tags are on newborn at
2nd Shift-2:00 PM- 10:00 PM all times
Evaluates Performance
3rd Shift-10:00 PM- 6:00 AM -Security devices are working
Assist the families properly at all times
Make sure the security is Seminars
working at all times -Every six months a seminar is
Patient Safety required
-Parenting Tips
-Family Birthing Tips

4. Coaching Subordinates
Exhibit Leadership Traits
Train employees
Listen to employees
Give Negative Feedback
Praise Publicly
Set Good Example
Offer Support

5. Team Building
Requirements:
-One Seminar a month
•Ethical Organization
•Corporate and Social Responsibility
•Risks and dangers of socially irresponsible events and activities
-Positive Work Environment Centered around Team Building
-Team Unity

6. Morale and Motivation Issues
Keep High Levels of Morale
Keep Employees Motivated
Praise, Reward, Recognize, Employees
I

7. Communication Skills
Different Types of Communication
•Face-to-Face/One-to-One Communication
•Written Communication
•Meeting Communication
•Visual Media Communication

8. Hiring and Labor Practices
• I Affirmative Action
– Underutilization of minorities and females
• Unlawful Inquiries
– Can only ask certain questions
• Age Discrimination in Employment Act of 1967
– Cannot place age limit
• Rehabilitation Act of 1973 and the ADA
– Hiring practices and promotions and those that require
accommodations

9. Complaints
Seven Steps for handling complaints
I
1. Listen carefully. The initial complaint is often only a trail balloon to see how you will react. You may have to
dig deep to find what is under the surface.
2. Investigate. Is the complaint legitimate? Are there less obvious but more serious problems behind this one?
Are other people affected? Is the situation getting better, or is it getting worse?
3. Choose what, if any, action is needed. Get help if you need it. Ask the complainer what he or she wants to
accomplish. Make certain your proposed solution will not make matters worse.
4. Inform the complaining employee about your finding and what you propose to do. Do this without undue
delay. If your remedy is not satisfactory to the employee, seek alternatives.
5. Implement your decision.
6. Follow up on implementation, checking the effectiveness of your action.
7. Record what has happened, retaining sufficient documentation to be useful should the particular complain
arise again or if some new action involving the complainant must be taken

10. Grievances
Four Phases
1. Management Resolution Steps
2. Qualification for hearing
3. Hearing
4. Review of the hearing decision

11. Hiring Process Hiring
Identify employees that
would be an excellent fit
Recruit Employees
Interview Employees
Select the best qualified
candidate

12. Develop, Implement, and Evaluate
Customer Services
Develop
• Identify Customer Need
• Have Caring Attitudes
Implement
• Customer Service Training
• Under Promise and Over Deliver
• Seminars
Evaluate
• Surveys

13. Performance Appraisal /Personnel Retention
Performance Appraisal
-Verbally or Physically
-Post Memo
-Awards
Personnel Retention
-Cash-Oriented Compensation Plans
-Career Development Offerings
-Promotion Initiative

14. Staff Development
-Professional Meetings
-Seminars
-Consultants
-Guest Speakers
-Publications
-Computer Programs
-Customer Input
-Venders and Sales Representatives

15. Managing
Conflict in the
Workplace Conflict Workplace
Being a supervisor in the Family
Birthing Center may require that
you give counseling to your
employees from time to time. It
will be able to you to determine
if an employee may require
counseling and the steps that
you will take to do so.

16. Counseling Employees
Reasons for Employee Counseling
-Poor Work Habits, Chronic Complaining, Complaints
from patients, Violations
Deciding if the need for counseling exists
-Does the behavior or performance meets standards
Prepare and Conduct Interview
Prepare-Assemble the following information
-Ask Questions
Conducting Interview
-Following the 8 Step Rule

17. Managing Negative
Employee Behavior
Learn Different Personalities
• Chronically Critical Employees • Jealous
• Negative Attitudes
• Gossips
• Negativists
• Know-it-alls • Incessant Talkers and Socializers
• Uncooperative Silent Ones • Questionable Appearance
• Super-Sensitive • Messy Work Areas
• Moody
• Hostile People

18. Safety in the Workplace Workplace Safety
As supervisors in the Family
Birthing Center it will be your
responsibility to help keep your
department safe. This includes any
type of violence that occurs and
any type of confrontation between
your employees and between you
and your employees. You will be
required to implement policies and
procedures as well as scheduling
violence in the workplace seminars
for your employees.

19. Characteristics of Violence
Prone Individuals
• Reputation as a loner
• History of drug abuse or alcohol use
• Obsession with weapons
• Lack of tolerance for criticism
• Hair-trigger temper
• Has made statements suggesting feelings of despair
about personal or job related matters

20. Conflict and Confrontation
Conflict Strategies
– Avoidance
– Flight
– Surrender
– Compromise
– Collaborate
Confrontation
– Confront Problems
– Issues
– Disagreements

21. References
McConnell, C.R. (2010). Maker’s Management Skills for the New Heath Care
Supervisor. Boston, MA: Jones and Bartlett Publishers.