Job title and Grade:
CMP Support & Investigations (CSI) Team Member - Grade VI
Reporting Structure:
The role will be reporting into the CMP Support & Investigations (CSI) Team Operations Manager
Purpose of the Role:
Provide support to the Contact Management Program (CMP) within the HSE and the Department of Public Health (DPH) nationwide regarding any queries related to COVID19 Lab results.
Location of role:
Hueston South Quarter, Dublin
Main Responsibilities:
• Day to day roster management of CSI Team, ensuring all working hours are updated on WFM and annual leave entered in a timely manner
• Representation at meetings and training sessions with key stakeholders such as HSE Live, Covid Tracker Support, Scripts and Scenarios etc.
• Case Management – overseeing input of referral into Master List and distribution of daily workload among the team.
• Monitoring of tickets raised to Sysco regarding system queries referred to CSI – review if updates from Sysco and provide updates when required
• Lead in projects as required by CSI Manager
• Organise and lead UAT testing with the team, including regression & sanity before every CCT release, track bugs on behalf of the team and ensure all team members are aware of the process (we need to make sure all are up to date with Test patient setup in CCT Prod document so we all follow the process properly) – we can alternate this when time allows or if you’re not comfortable with taking this on
• Ensure mailbox is managed and queries are flagged, allocated and responded to accordingly
• Compilation of weekly report of activities undertaken in conjunction with CSI Manager
• Develop KPIs for the team and useful metrics to track performance
• The ability to problem solve and ensure issues are flagged for appropriate follow up
• Preparation and creation of daily reports required by the CMP and assisting with any errors that occur in the running of the reports.
The CMP Support & Investigations (CSI) Team works Monday to Sunday from 8:00am to 5:00pm including bank holidays.
Additional responsibilities :
· Identifying and conveying delayed/missing COVID-19 test results and triggering contact tracing as appropriate,
· Identifying and addressing conflicting COVID-19 test results and triggering contact tracing as appropriate,
· Addressing errors reported by the relevant COVID-19 Laboratories in Republic of Ireland.
· Identifying the root cause analysis of (i) - (iii) above.
· Compiling comprehensive reports and providing appropriate recommendations with regarding to the first three points above.
· Adaptable to perform additional/other duties and responsibilities as per requested by the Contact Management Program, due to fast-paced environment.
· Record all the actions conducted within each referred case in a chronological order.
· Compile a high level weekly report for the Contact Management Program (CMP)
· Collate and provide statistical reports as requested
· Provide a detailed analysis investigation reports upon request
· Organise and deliver induction for new CSI members (When required)
· Record risks associated with the role and area of expertise, providing relevant recommendation
· Provide additional support to CMP, HSE and, Department of Public Health with any ad-hoc queries that may not be related to lab results.
It is the responsibility of all CMP Support & Investigation (CSI) Team members to ensure that they adhere to all protocols with high level of confidentiality.
KPI’s
• The identification and development of Key Performance Indicators (KPIs) which are congruent with the service plan targets.
• The development of Action Plans to address KPI targets.
Driving and promoting a Performance Management culture.
• In conjunction with line manager assist in the development of a Performance Management system for your profession.
• The management and delivery of KPIs as a routine and core business objective.
Specific requirements of the role:
Significant experience of the Contact Management Program. High understanding of the CovidCare Tracker. 6 months experience working as a Level 1 or Level 2 Contact Tracer in a CTC.
Skills, Competencies, and / or Knowledge:
Knowledge and Professional Knowlege:
• High level of knowledge and understanding of the Contact Management Program
• Ability to manage and prepare detailed reports on all levels e.g. individual case report and weekly overview summary report
• Demonstrate a working knowledge of the CovidCare Tracker system
• Be proficient in the use of Microsoft Office – Word, Excel, Outlook, PowerPoint
• Experience of using emails as primary form of communication
• Knowledge and experience of using a database system effectively e.g. Dynamics, DataLake, SwiftQueue etc.
• Demonstrate the ability to utilise and manage large data set within Excel and other tools
• Proven records of providing high level reporting using infographics and charts within a healthcare environment.
• Knowledge of Slaintecare fundamental principles and their application in the CMP, experience of building a structure around Slaintecare in a healthcare environment
• Ability to create training materials and experience in building a training program for new members as well as training delivery
Planning and Managing Resources:
• Demonstrate strong analytical and organisational skills.
• Demonstrate an ability to plan and organise work effectively addressing priority issues and ensuring the operation runs efficiently and effectively
• Demonstrate excellent organisational and time management skills to meet objectives within agreed timeframes, achieving quality results.
• Demonstrate the ability to delegate appropriately and handle problems in a well-organised manner
• Demonstrate the ability to use resources effectively, challenging processes to improve efficiencies where appropriate
• Ability to adapt to new processes and understanding of new technologies, applications and/or platforms
Evaluating Information, Problem Solving & Decision Marking:
Demonstrate:
• The ability to gather and analyse information from relevant sources, weighing up a range of critical factors to develop solutions and make decisions as appropriate.
• Ability to make sound decisions with a well-reasoned rationale and to stand by these.
• Initiative in the resolution of complex issues
• A capacity to develop new proposals and put forward solutions to address problems
Leadership and Teamwork:
• Demonstrate the ability to complete assigned tasks with minimal guidance and supervision
• Flexibility, adaptability and openness to working effectively in a changing environment
• The ability to support, supervise, develop and empower staff in changing work practices in a challenging environment within existing resources
• Ability to work successfully within a team with a focus on quality of work, speed of execution and results are vital to success in this role
• Ability to multitask and work on own initiative
• Flexibility to rotate into various roles in order to maintain efficient workflow standards across all areas
Commitment to a Quality Service:
• Demonstrate awareness and appreciation of the service user
• Demonstrate a commitment to promoting and maintaining high work standards
• Demonstrate a commitment to providing a professional service to internal and external stakeholders
• A strong customer service ethic with a capacity to ensure confidentiality at all times
Communication & Interpersonal Skills:
• Proven records of ability to communicate between various stakeholders within the CMP and Department of Public Health.
• Demonstrate effective communication skills including the ability to present information in a clear and concise manner
• Demonstrate a high level of interpersonal and communication skills including negotiation skills, conflict resolution and the ability to build and maintain relationships with a wide range of stakeholders
• Demonstrate experience in complex query handling through to completion
Code of Practice:
The Health Service Executive / Public Appointments Service will run this campaign in compliance with the Code of Practice prepared by the Commission for Public Service Appointments (CPSA). The Code of Practice sets out how the core principles of probity, merit, equity and fairness might be applied on a principle basis. . The Code also specifies the responsibilities placed on candidates, facilities for feedback to applicants on matters relating to their application when requested, and outlines procedures in relation to requests for a review of the recruitment and selection process and review in relation to allegations of a breach of the Code of Practice. Additional information on the HSE’s review process is available in the document posted with each vacancy entitled “Code of Practice, information for candidates”.
Codes of practice are published by the CPSA and are available on www.cpsa.ie
Remuneration:
€49,041, €50,210, €51,637, €54,315, €55,918, €57,910, €59,914 LSIs (01/10/2021)
New appointees to any grade start at the minimum point of the scale. Incremental credit will be applied for recognised relevant service in Ireland and abroad (Department of Health Circular 2/2011). Incremental credit is normally granted on appointment, in respect of previous experience in the Civil Service, Local Authorities, Health Service and other Public Service Bodies and Statutory Agencies.
Working Hours:
The standard working week applying to the post is 37 hours
Operational hours are from 8am.
HSE Circular 003-2009 “Matching Working Patterns to Service Needs (Extended Working Day / Week Arrangements); Framework for Implementation of Clause 30.4 of Towards 2016” applies. Under the terms of this circular, all new entrants and staff appointed to promotional posts from Dec 16th 2008 will be required to work agreed roster / on call arrangements as advised by their line manager. Contracted hours of work are liable to change between the hours of 8am-8pm over seven days to meet the requirements for extended day services in accordance with the terms of the Framework Agreement (Implementation of Clause 30.4 of Towards 2016)
Annual Leave:
The annual leave associated with the post will be confirmed at job offer stage
The Closing date for this role will be close of business on Wednesday the 9th of February 2022 please apply in with you CV if you are interested in the role.
