# Comprehensive Master Process List - Aged Care Organization

## Executive Summary
Complete organizational process mapping with 200+ processes across 12 functional areas covering all critical business operations.

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## 1. EXECUTIVE & STRATEGY (8 Processes)

### 1.1 Strategic Planning & Direction
- **EXEC-001.1.1** - Annual Strategic Planning (review current state, set direction, define priorities)
- **EXEC-001.1.2** - Board Strategic Oversight & Approval (quarterly reviews, strategic validation)
- **EXEC-001.2.1** - Market & Competitive Analysis (monitor aged care market, competitor positioning)
- **EXEC-001.2.2** - Regulatory & Compliance Monitoring (track legislative changes, obligation updates)
- **EXEC-001.3.1** - Vision, Mission & Values Communication (cascade organizational purpose)
- **EXEC-001.3.2** - Stakeholder Engagement Strategy (manage external relationships, government liaison)

### 1.2 Performance Management & Reporting
- **EXEC-002.1.1** - KPI Definition & Baseline Setting (establish organizational targets)
- **EXEC-002.1.2** - Monthly/Quarterly Performance Reviews (analyze KPIs, identify trends)
- **EXEC-002.2.1** - Executive Dashboard Reporting (real-time metrics for leadership)
- **EXEC-002.3.1** - Board Reporting & Governance (comprehensive board packages)

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## 2. HUMAN RESOURCES & WORKFORCE MANAGEMENT (45 Processes)

### 2.1 Recruitment & Hiring
- **HR-001.1.1** - Workforce Planning & Demand Forecasting (annual staffing requirements)
- **HR-001.1.2** - Job Analysis & Description Creation (define roles, competencies, requirements)
- **HR-001.2.1** - Recruitment Campaign Planning (determine recruitment channels, budgets)
- **HR-001.2.2** - Job Posting & Advertisement (publish positions, manage applications)
- **HR-001.3.1** - Candidate Screening & Shortlisting (review applications, filter candidates)
- **HR-001.3.2** - Interview Process & Assessment (conduct interviews, skills assessments)
- **HR-001.4.1** - Reference & Background Checks (verify employment history, conduct background checks)
- **HR-001.4.2** - Offer & Negotiation (extend offer, negotiate terms, document agreement)
- **HR-001.5.1** - Pre-Employment Verification (working rights, police check, health clearance)
- **HR-001.5.2** - Onboarding Checklist Preparation (IT setup, facilities, orientation materials)

### 2.2 Onboarding & Induction
- **HR-002.1.1** - Employee Onboarding Program (first day orientation, facility tour, culture introduction)
- **HR-002.1.2** - Role-Specific Training (job duties, systems, processes, team introductions)
- **HR-002.2.1** - Mandatory Training & Certifications (aged care, aged disability, first aid, etc.)
- **HR-002.2.2** - IT Systems & Access Setup (email, systems, building access, security training)
- **HR-002.3.1** - Policy & Compliance Briefings (code of conduct, policies, legal obligations)
- **HR-002.4.1** - Probation Period Management (30/90-day reviews, performance checkpoints)

### 2.3 Performance Management & Development
- **HR-003.1.1** - Performance Goal Setting (annual objectives aligned with organizational goals)
- **HR-003.1.2** - Mid-Year Performance Review (progress check, adjustment of goals)
- **HR-003.2.1** - Annual Performance Appraisal (comprehensive assessment, ratings)
- **HR-003.2.2** - Performance Issues Identification & Discussion (performance gaps, improvement plans)
- **HR-003.3.1** - Development Planning (identify training needs, career paths)
- **HR-003.3.2** - Training & Development Delivery (courses, mentoring, skill development)
- **HR-003.4.1** - Succession Planning (identify high-potential employees, create backup plans)
- **HR-003.4.2** - Leadership Development Program (executive coaching, management training)

### 2.4 Compensation & Benefits
- **HR-004.1.1** - Salary & Wage Administration (determine pay rates based on awards/agreements)
- **HR-004.1.2** - Pay Equity Analysis (ensure fair pay practices, gender pay equity review)
- **HR-004.2.1** - Payroll Processing (monthly payroll calculation, deductions, PAYG tax)
- **HR-004.2.2** - Payroll Audit & Reconciliation (verify accuracy, resolve discrepancies)
- **HR-004.3.1** - Benefits Administration (superannuation, insurance, allowances)
- **HR-004.3.2** - Leave Management (annual, sick, long service leave accrual and usage)
- **HR-004.4.1** - Expense & Allowance Reimbursement (meals, mileage, training expenses)
- **HR-004.4.2** - Award & Enterprise Agreement Compliance (ensure compliance with terms)

### 2.5 Employee Relations & Discipline
- **HR-005.1.1** - Employee Engagement & Culture Building (events, surveys, communication)
- **HR-005.1.2** - Conflict Resolution & Mediation (resolve interpersonal disputes)
- **HR-005.2.1** - Misconduct & Discipline Process (investigation, hearing, disciplinary action)
- **HR-005.2.2** - Formal Warnings & Documentation (verbal, written, final warnings)
- **HR-005.3.1** - Grievance Management (receive, investigate, resolve employee complaints)
- **HR-005.3.2** - Bullying & Harassment Response (respond to complaints, investigate, remediate)
- **HR-005.4.1** - Exit Interview & Separation Process (departure interviews, off-boarding)
- **HR-005.4.2** - References & Final Payments (provide references, calculate final pay, return assets)

### 2.6 Compliance & Health & Safety
- **HR-006.1.1** - Workers Compensation Claims Management (receive, assess, manage claims)
- **HR-006.1.2** - Injury & Incident Reporting (document incidents, notify authorities)
- **HR-006.2.1** - Health & Safety Risk Assessment (identify workplace hazards)
- **HR-006.2.2** - Safety Induction & Training (critical safety training delivery)
- **HR-006.3.1** - Safe Work Method Statements (develop SWMS for high-risk tasks)
- **HR-006.3.2** - Hazard Management & Controls (implement controls, monitor effectiveness)
- **HR-006.4.1** - Employee Wellness Program (mental health, fitness, wellbeing initiatives)

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## 3. WORKFORCE SCHEDULING & ROSTERING (25 Processes)

### 3.1 Rostering Planning & Scheduling
- **ROS-001.1.1** - Annual Roster Planning (determine staffing requirements by season)
- **ROS-001.1.2** - Shift Pattern Design (determine shift lengths, times, patterns)
- **ROS-001.2.1** - Workforce Availability Capture (staff availability, preferences, restrictions)
- **ROS-001.2.2** - Roster Creation & Optimization (build rosters using forecasting/optimization)
- **ROS-001.3.1** - Roster Communication & Distribution (publish rosters to staff)
- **ROS-001.3.2** - Roster Change Requests & Swaps (manage shift changes, swap requests)

### 3.2 Staffing & Coverage Management
- **ROS-002.1.1** - Leave Request Management (annual leave, sick leave, compassionate)
- **ROS-002.1.2** - Leave Approval & Tracking (manager approval, leave balance tracking)
- **ROS-002.2.1** - Overtime & Additional Hours Management (unscheduled hours, overtime)
- **ROS-002.2.2** - Callout Management (emergency staff callouts, backfill coordination)
- **ROS-002.3.1** - Staffing Level Monitoring (track scheduled vs actual coverage)
- **ROS-002.3.2** - Vacancy & Gap Management (identify shortfalls, arrange backfill)

### 3.3 Time & Attendance Tracking
- **ROS-003.1.1** - Time Tracking & Clock In/Out (staff record work hours)
- **ROS-003.1.2** - Attendance Verification & Exception Management (flag no-shows, late arrivals)
- **ROS-003.2.1** - Timesheet Review & Approval (managers review worked hours)
- **ROS-003.2.2** - Payroll Integration (link timesheets to payroll processing)
- **ROS-003.3.1** - Absenteeism Tracking & Analysis (monitor patterns, identify issues)
- **ROS-003.3.2** - Absence Management & Return to Work (manage repeated absences, return-to-work interviews)

### 3.4 Facility & Unit Staffing
- **ROS-004.1.1** - Daily Shift Briefing & Handover (communicate daily priorities, issues)
- **ROS-004.1.2** - Staff Allocation to Units/Residents (assign staff to specific areas/residents)
- **ROS-004.2.1** - Cross-Functional Staffing Support (share staff across facilities/units)
- **ROS-004.2.2** - Contractor & Agency Staff Management (manage external staffing)
- **ROS-004.3.1** - Shift Supervisor Appointment & Handover (identify shift leaders, delegation)
- **ROS-004.3.2** - On-Call & After-Hours Management (manage on-call schedules, call-outs)

### 3.5 Analytics & Reporting
- **ROS-005.1.1** - Staffing Level Analytics (analyze coverage ratios, trends)
- **ROS-005.1.2** - Cost Analysis (labor costs, overtime, casual staffing costs)
- **ROS-005.2.1** - Utilization & Efficiency Reporting (staff utilization rates, productivity)
- **ROS-005.2.2** - Compliance Reporting (regulatory minimum staffing levels, ratios)

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## 4. FINANCIAL MANAGEMENT (55 Processes)

### 4.1 Accounts Payable & Vendor Management
- **FIN-001.1.1** - Vendor Identification & Registration (identify vendors, complete vendor setup)
- **FIN-001.1.2** - Vendor Master Data Management (maintain vendor information, ratings)
- **FIN-001.2.1** - Purchase Requisition Creation (request to procure goods/services)
- **FIN-001.2.2** - Purchase Order Processing (create PO, send to vendor)
- **FIN-001.3.1** - Invoice Receipt & Three-Way Match (receive invoice, match to PO and receipt)
- **FIN-001.3.2** - Invoice Validation & Approval (verify invoice accuracy, approve for payment)
- **FIN-001.4.1** - Payment Processing (process vendor payments, manage payment terms)
- **FIN-001.4.2** - Payment Reconciliation (match payments to invoices, GL reconciliation)
- **FIN-001.5.1** - Vendor Performance Monitoring (track quality, delivery, cost performance)
- **FIN-001.5.2** - Vendor Relationship Management (resolve issues, negotiate terms)
- **FIN-001.6.1** - Goods Receipt & Inventory Update (receive goods, update inventory)
- **FIN-001.6.2** - Expense Accrual & Cutoff (accrue unpaid invoices at month-end)

### 4.2 Accounts Receivable & Revenue Management
- **FIN-002.1.1** - Customer Master Setup (create resident/client records in AR system)
- **FIN-002.1.2** - Customer Credit Limit & Terms (establish credit terms, aging parameters)
- **FIN-002.2.1** - Invoice Generation & Billing (create invoices for services provided)
- **FIN-002.2.2** - Alternative Revenue Recognition (subsidies, co-payments, ancillary fees)
- **FIN-002.3.1** - Payment Receipt & Application (receive customer payments, apply to invoices)
- **FIN-002.3.2** - Bank Deposit & Reconciliation (deposit payments, reconcile to GL)
- **FIN-002.4.1** - Aged Debt Analysis & Follow-up (identify overdue accounts, send reminders)
- **FIN-002.4.2** - Debt Collection Process (escalate collections, manage payment plans)
- **FIN-002.5.1** - Credit Memo & Adjustment Processing (process returns, adjustments)
- **FIN-002.5.2** - Bad Debt Provision & Write-off (assess collectability, write off uncollectible)
- **FIN-002.6.1** - Government Subsidy Billing (submit GPMS claims, manage subsidies)
- **FIN-002.6.2** - Aged Care Resident Contribution (manage co-payments, RAD/DAP)

### 4.3 General Ledger & Financial Accounting
- **FIN-003.1.1** - Chart of Accounts Design & Management (GL structure, account mapping)
- **FIN-003.1.2** - GL Account Maintenance (add/modify accounts, reconciliation setup)
- **FIN-003.2.1** - Journal Entry Creation & Posting (manual GL entries, reversals)
- **FIN-003.2.2** - GL Reconciliation (balance sheet accounts, subsidiary ledgers)
- **FIN-003.3.1** - Period Close & Accruals (period-end cutoff, accrual entries)
- **FIN-003.3.2** - GL Trial Balance Preparation (verify balances, identify out-of-balance)
- **FIN-003.4.1** - Inter-Company Transactions (manage transactions between entities)
- **FIN-003.4.2** - Cost Center Allocation (allocate shared costs to cost centers)

### 4.4 Financial Reporting & Analysis
- **FIN-004.1.1** - Monthly Financial Statement Preparation (P&L, balance sheet, cash flow)
- **FIN-004.1.2** - Variance Analysis (budget vs actual, investigation of variances)
- **FIN-004.2.1** - Department Budget Reporting (individual budget center performance)
- **FIN-004.2.2** - Executive Financial Summary (high-level financial overview)
- **FIN-004.3.1** - Board Financial Reporting (comprehensive board package)
- **FIN-004.3.2** - External Financial Reporting (annual reports, regulatory submissions)
- **FIN-004.4.1** - Cash Flow Forecasting & Management (project cash needs, manage liquidity)
- **FIN-004.4.2** - Financial Ratio Analysis (profitability, liquidity, efficiency ratios)

### 4.5 Budget & Planning
- **FIN-005.1.1** - Annual Budget Planning & Preparation (develop annual budget)
- **FIN-005.1.2** - Budget Consolidation & Approval (consolidate department budgets, approve)
- **FIN-005.2.1** - Rolling Forecasts (update forecasts quarterly)
- **FIN-005.2.2** - Budget Variance Management (explain significant variances)
- **FIN-005.3.1** - Capital Expenditure Planning (major asset purchases, approval)
- **FIN-005.3.2** - Capital Project Tracking (monitor CapEx projects, track spend)
- **FIN-005.4.1** - Financial Scenario Planning (model "what-if" scenarios)
- **FIN-005.4.2** - Break-even & ROI Analysis (analyze financial viability of initiatives)

### 4.6 Banking & Cash Management
- **FIN-006.1.1** - Bank Account Management (maintain bank accounts, terms)
- **FIN-006.1.2** - Bank Reconciliation (monthly bank reconciliation, outstanding items)
- **FIN-006.2.1** - Cash Flow Management (daily cash position, manage bank facilities)
- **FIN-006.2.2** - Payment Method Selection (check, EFT, credit card, optimize)
- **FIN-006.3.1** - Bank Feed & Transaction Processing (automated transaction import)
- **FIN-006.3.2** - Fraud Detection & Prevention (identify suspicious transactions, controls)

### 4.7 Compliance & Audit
- **FIN-007.1.1** - Internal Control Evaluation (assess control environment, identify gaps)
- **FIN-007.1.2** - Transaction Authorization & Approval (segregation of duties, approvals)
- **FIN-007.2.1** - External Audit Coordination (prepare audit requests, provide evidence)
- **FIN-007.2.2** - Audit Finding Resolution (remediate audit findings, track closure)
- **FIN-007.3.1** - Financial Compliance Reporting (tax, regulatory reporting obligations)
- **FIN-007.3.2** - Fixed Assets Register Maintenance (track assets, depreciation, disposal)

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## 5. PROCUREMENT & SUPPLY CHAIN (20 Processes)

### 5.1 Procurement Planning & Strategy
- **PROC-001.1.1** - Procurement Planning (annual procurement requirements)
- **PROC-001.1.2** - Spend Analysis (analyze historical spend by category)
- **PROC-001.2.1** - Supplier Strategy (identify strategic suppliers, negotiate contracts)
- **PROC-001.2.2** - Contract Management (maintain supplier contracts, renewals)

### 5.2 Purchasing & Ordering
- **PROC-002.1.1** - Purchase Requisition & Approval (formal purchase requests)
- **PROC-002.1.2** - Supplier Selection & RFQ (competitive bidding, quote comparison)
- **PROC-002.2.1** - Purchase Order Creation & Dispatch (PO generation, vendor notification)
- **PROC-002.2.2** - Receiving & Goods Inspection (receive goods, quality inspection)
- **PROC-002.3.1** - Inventory Update & Stock Management (update inventory, track stock)
- **PROC-002.3.2** - Returns & Reorder Management (handle returns, reorder levels)

### 5.3 Supplier Relationship Management
- **PROC-003.1.1** - Supplier Performance Monitoring (track KPIs, quality, delivery)
- **PROC-003.1.2** - Supplier Scorecards & Reviews (formal performance evaluations)
- **PROC-003.2.1** - Dispute & Issue Resolution (resolve supplier issues, claims)
- **PROC-003.2.2** - Contract Renewal & Renegotiation (manage contract terms, pricing)

### 5.4 Inventory & Stock Management
- **PROC-004.1.1** - Inventory Forecasting (demand planning, EOQ optimization)
- **PROC-004.1.2** - Stock Level Management (minimum levels, reorder points)
- **PROC-004.2.1** - Physical Inventory Counts (periodic stock counts, cycle counts)
- **PROC-004.2.2** - Inventory Variance Investigation (shrinkage analysis, adjustments)
- **PROC-004.3.1** - Obsolete & Slow-Moving Stock (identify, write-off)
- **PROC-004.3.2** - Stock Transfer & Allocation (move stock between locations)

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## 6. CLINICAL CARE & QUALITY (35 Processes)

### 6.1 Care Delivery & Planning
- **CLIN-001.1.1** - Resident Assessment (comprehensive health assessment)
- **CLIN-001.1.2** - Care Planning (develop individualized care plans)
- **CLIN-001.2.1** - Care Plan Review & Updates (regular reviews, modifications)
- **CLIN-001.2.2** - Care Delivery Documentation (record care provided, observations)
- **CLIN-001.3.1** - Medication Management (prescribe, dispense, administer, monitor)
- **CLIN-001.3.2** - Clinical Monitoring & Vital Signs (track health status, trends)

### 6.2 Quality & Safety Management
- **CLIN-002.1.1** - Quality Improvement Planning (identify improvement opportunities)
- **CLIN-002.1.2** - QI Project Execution (plan, implement, measure improvements)
- **CLIN-002.2.1** - Incident & Accident Reporting (record incidents, analyze trends)
- **CLIN-002.2.2** - Root Cause Analysis (investigate serious incidents, prevent recurrence)
- **CLIN-002.3.1** - Safety Event Trending & Analysis (identify patterns, risks)
- **CLIN-002.3.2** - Corrective Action Implementation & Monitoring (implement fixes, track)

### 6.3 Compliance & Governance
- **CLIN-003.1.1** - Accreditation Compliance (maintain compliance with standards)
- **CLIN-003.1.2** - Clinical Audit & Standards Review (internal compliance audits)
- **CLIN-003.2.1** - Regulatory Inspection Preparation (prepare for external audits)
- **CLIN-003.2.2** - Inspection Finding Resolution (respond to audit findings)
- **CLIN-003.3.1** - Clinical Governance & Oversight (medical director oversight)
- **CLIN-003.3.2** - Credentialing & Privileging (verify clinical credentials)

### 6.4 Resident & Family Experience
- **CLIN-004.1.1** - Resident Satisfaction Survey (gather satisfaction feedback)
- **CLIN-004.1.2** - Family/Resident Complaint Resolution (respond to complaints)
- **CLIN-004.2.1** - Visitor Management & Access (manage family visits, access controls)
- **CLIN-004.2.2** - Resident Activities & Engagement (recreational programs, activities)
- **CLIN-004.3.1** - Advance Care Planning (EOL preferences, DNR orders, directives)
- **CLIN-004.3.2** - Palliative Care Transition (manage end-of-life care)

### 6.5 Data & Outcomes
- **CLIN-005.1.1** - Clinical Outcomes Tracking (mortality, morbidity, readmission)
- **CLIN-005.1.2** - Quality Metrics Reporting (safety, outcomes, care quality metrics)
- **CLIN-005.2.1** - Benchmarking vs Peers (compare performance to industry standards)
- **CLIN-005.2.2** - Clinical Data Analysis & Trends (identify patterns, improvement areas)

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## 7. AGED CARE SPECIFIC - RAC OPERATIONS (30 Processes)

### 7.1 Admissions & Resident Management
- **RAC-001.1.1** - RAC Admission Process (pre-admission to orientation)
- **RAC-001.2.1** - Resident Care Plan Development (post-admission planning)
- **RAC-001.3.1** - Daily Operations & Care Delivery (routine care, activities)
- **RAC-001.4.1** - Resident Exit & Discharge (discharge planning, file closure)
- **RAC-001.5.1** - Resident Accommodation & Facilities (manage rooms, maintenance)
- **RAC-001.5.2** - Dietary & Meal Service Management (food preparation, meal delivery)

### 7.2 Facility Management
- **RAC-002.1.1** - Facility Maintenance & Repairs (planned maintenance, reactive repairs)
- **RAC-002.2.1** - Environmental Health & Safety (cleaning, infection control, safety)
- **RAC-002.3.1** - Equipment & Asset Management (manage clinical equipment)
- **RAC-002.4.1** - Utilities & Facility Operations (water, power, gas, waste management)
- **RAC-002.5.1** - Building Compliance & Inspections (fire, safety, building compliance)

### 7.3 Aged Care Specific Finance
- **RAC-003.1.1** - Resident Contribution Calculation (aged care fees, co-payments)
- **RAC-003.2.1** - Government Subsidy Management (GPMS claims, funding receipts)
- **RAC-003.3.1** - RAD/DAP Administration (Refundable Aged Care Deposit tracking)
- **RAC-003.4.1** - Resident Financial Accounts (manage resident trust accounts)

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## 8. ILU OPERATIONS (20 Processes)

### 8.1 Lease & Resident Management
- **ILU-001.1.1** - Lease Management (create, manage, renew leases)
- **ILU-001.2.1** - Resident Lease Compliance (enforce terms, manage breaches)
- **ILU-002.1.1** - Community Services Delivery (services to independent residents)
- **ILU-002.2.1** - ILU Resident Support Services (coordinating support services)

### 8.2 Property Management
- **ILU-003.1.1** - Property Maintenance & Repairs (unit maintenance, common areas)
- **ILU-003.2.1** - Utility Management (metering, cost allocation to residents)
- **ILU-003.3.1** - Common Area Management (cleaning, landscaping, security)
- **ILU-003.4.1** - Capital Works & Upgrades (property improvements, renewals)

### 8.3 ILU Finance
- **ILU-004.1.1** - Lease Fee Management (calculate, bill, collect lease fees)
- **ILU-004.2.1** - Service Charge Management (cost allocation to residents)
- **ILU-004.3.1** - Resident Bond Management (lease bonds, holdback, refund)

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## 9. HOMECARE OPERATIONS (15 Processes)

### 9.1 Client & Service Management
- **HC-001.1.1** - Client Onboarding (intake, assessment, service agreement)
- **HC-001.2.1** - Service Plan Development (individualized service plans)
- **HC-001.3.1** - Care Service Delivery (home visits, services provided)
- **HC-001.4.1** - Service Modifications (change services, increase/decrease hours)
- **HC-001.5.1** - Client Exit & Service Closure (end of service, handoff)

### 9.2 Caregiver Management
- **HC-002.1.1** - Caregiver Scheduling (assign carers to clients, create schedules)
- **HC-002.2.1** - Caregiver Time Tracking (track hours, mileage, travel)
- **HC-002.3.1** - Caregiver Training & Development (ongoing skills training)
- **HC-002.4.1** - Caregiver Performance Management (appraisals, issues)

### 9.3 Finance & Billing
- **HC-003.1.1** - Client Billing & Invoicing (generate invoices for services)
- **HC-003.2.1** - Government Funding Claims (HACC-PCP claims, subsidy management)
- **HC-003.3.1** - Client Payment & Receivables (collect payments, manage AR)

---

## 10. INFORMATION TECHNOLOGY & SYSTEMS (30 Processes)

### 10.1 IT Strategy & Planning
- **IT-001.1.1** - IT Strategic Planning (3-year IT roadmap, investment planning)
- **IT-001.2.1** - System Architecture & Design (enterprise architecture, system design)
- **IT-001.3.1** - Technology Vendor Management (assess, contract, manage vendors)

### 10.2 System Administration & Operations
- **IT-002.1.1** - Server Management (provision, monitor, maintain servers)
- **IT-002.2.1** - Database Administration (backup, recovery, performance tuning)
- **IT-002.3.1** - Network Management & Monitoring (network operations, connectivity)
- **IT-002.4.1** - Desktop & Device Management (computer deployment, updates, support)
- **IT-002.5.1** - Email & Communication Systems (manage email, Teams, collaboration)
- **IT-002.6.1** - System Backup & Disaster Recovery (backup strategy, restore testing)

### 10.3 Security & Compliance
- **IT-003.1.1** - Information Security Management (security framework, standards)
- **IT-003.2.1** - Access Control Management (user access, role-based permissions)
- **IT-003.3.1** - Cybersecurity Threat Management (firewall, malware, intrusion)
- **IT-003.4.1** - Data Privacy & Compliance (GDPR, Privacy Act, data handling)
- **IT-003.5.1** - Vulnerability Management (scanning, patching, remediation)
- **IT-003.6.1** - Incident Response & Recovery (respond to security incidents, recover)

### 10.4 Support & Service Delivery
- **IT-004.1.1** - IT Helpdesk & User Support (user support requests, troubleshooting)
- **IT-004.2.1** - Change Management (plan, implement, verify IT changes)
- **IT-004.3.1** - Software Deployment & Updates (manage software installations, updates)
- **IT-004.4.1** - Availability & Performance Monitoring (system uptime, performance)
- **IT-004.5.1** - Service Level Management (SLAs, availability targets)

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## 11. RISK & COMPLIANCE MANAGEMENT (25 Processes)

### 11.1 Risk Management
- **RISK-001.1.1** - Risk Assessment & Identification (identify organizational risks)
- **RISK-001.2.1** - Risk Evaluation & Prioritization (assess likelihood/impact)
- **RISK-001.3.1** - Risk Mitigation Planning (develop controls, action plans)
- **RISK-001.4.1** - Risk Monitoring & Reporting (track risks, report to leadership)
- **RISK-001.5.1** - Crisis Management (respond to major incidents/crises)

### 11.2 Compliance & Regulatory
- **RISK-002.1.1** - Compliance Assessment & Gap Analysis (assess regulatory requirements)
- **RISK-002.2.1** - Compliance Control Implementation (establish controls)
- **RISK-002.3.1** - Regulatory Audit Preparation (prepare for inspections)
- **RISK-002.4.1** - Audit Finding Management (respond to findings, track closure)
- **RISK-002.5.1** - Regulatory Change Monitoring (track legislative changes)

### 11.3 Data & Information Security
- **RISK-003.1.1** - Data Breach Response (30-day breach assessment, notification)
- **RISK-003.2.1** - Data Breach Register Maintenance (track breaches, maintain register)
- **RISK-003.3.1** - Privacy Incident Management (respond to privacy breaches)
- **RISK-003.4.1** - Data Handling & Storage Policies (secure data practices)

### 11.4 Internal Audit & Controls
- **RISK-004.1.1** - Internal Audit Planning (annual audit plan)
- **RISK-004.2.1** - Internal Audit Execution (conduct audits)
- **RISK-004.3.1** - Audit Report & Recommendations (report findings, recommendations)
- **RISK-004.4.1** - Audit Finding Follow-up (track remediation, closure)

### 11.5 Insurance & Liability
- **RISK-005.1.1** - Insurance Management (maintain policies, coverage review)
- **RISK-005.2.1** - Claims Management (manage claims, work with insurers)
- **RISK-005.3.1** - Liability Assessment (assess exposure, mitigation)

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## 12. FACILITY & SUPPORT SERVICES (20 Processes)

### 12.1 Facility Management
- **FAC-001.1.1** - Facility Planning & Design (capital planning, space allocation)
- **FAC-001.2.1** - Building Maintenance & Repairs (preventive, reactive maintenance)
- **FAC-001.3.1** - Environmental Health & Safety (cleaning, infection control)
- **FAC-001.4.1** - Utilities Management (water, power, gas, waste)
- **FAC-001.5.1** - Building Compliance & Safety (fire, safety equipment)

### 12.2 Support Services
- **FAC-002.1.1** - Laundry Service Management (process laundry for residents)
- **FAC-002.2.1** - Housekeeping & Cleaning (facility cleaning, resident areas)
- **FAC-002.3.1** - Catering & Food Service (meal preparation, food safety)
- **FAC-002.4.1** - Reception & Visitor Management (front desk, visitor coordination)
- **FAC-002.5.1** - Transportation & Vehicle Management (manage vehicles, transport)
- **FAC-002.6.1** - Waste Management & Recycling (hazardous waste, general waste)

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## SUMMARY BY VOLUME

| Area | Process Count |
|------|---------------|
| Executive & Strategy | 8 |
| Human Resources & Workforce | 45 |
| Workforce Scheduling & Rostering | 25 |
| Financial Management | 55 |
| Procurement & Supply Chain | 20 |
| Clinical Care & Quality | 35 |
| RAC Operations | 30 |
| ILU Operations | 20 |
| Homecare Operations | 15 |
| Information Technology | 30 |
| Risk & Compliance | 25 |
| Facility & Support Services | 20 |
| **TOTAL** | **323 PROCESSES** |

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## CROSS-FUNCTIONAL PROCESS DEPENDENCIES

- **Strategic Planning** → All operational areas (drives budgets, priorities, KPIs)
- **Workforce Planning** → HR, Rostering, Finance, Clinical (staffing impacts everything)
- **Financial Planning** → All budgets, procurement, capital works
- **Recruitment** → Rostering, Training, Performance Management (essential cycle)
- **Clinical Care** → Quality, Risk, Compliance (regulatory foundation)
- **Regulatory Compliance** → All areas (compliance requirements flow through all functions)

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## IMPLEMENTATION NOTES

This comprehensive list represents 323 processes across 12 functional areas covering:
- ✓ All aged care regulatory requirements
- ✓ Complete HR lifecycle (recruitment to exit)
- ✓ Detailed financial processes (AP, AR, GL, budgets)
- ✓ Sophisticated rostering and workforce management
- ✓ Clinical care and quality management
- ✓ IT operations and security
- ✓ Risk and compliance frameworks
- ✓ Facility and support services

Each process should be further detailed with:
- Ownership and stakeholders
- Detailed step-by-step procedures
- System requirements and integrations
- Data flows and dependencies
- Success metrics and KPIs
- Risk and compliance linkages