Staff Officer Grade V Contact Management Programme
Job Specification & Terms and Conditions
Job Title and Grade Staff Officer Grade V CMP
Principal Duties and Responsibilities
The position of Grade V Staff Officer encompasses both managerial and administrative responsibilities which include the following:
Administration
• Lead team huddles to manage daily priorities and to communicate clearly and effectively with the team to ensure they are up to date with operational requirements
• Escalates issues to Operations Manager(s), Subject Matter Experts and/or others as required
• Provide updates on team performance as required
• Keep track of staff member’s performance through the day and report any issues to the Ops Manager(s)
• Ensure policies and procedures are well documented and understood and adhered to by Team
• Ensure accurate attention to detail in own work and work of Team
• Work with the Quality and Training team as and when required to ensure the delivery of best practice quality assurance is followed.
• Ensure the efficient day-to-day administration of area of responsibility
• Ensure deadlines are met and that service levels are maintained
• Ensure that archives and records are accurate, maintained confidentially and readily available to the appropriate authority
• Ensure line management is kept informed of issues
• Ensure that stakeholders are kept informed and that their views are communicated to middle management
• Maximise the use technology in ensuring work is completed to a high standard
• Compile comprehensive reports and provide appropriate recommendations regarding results to the relevant stakeholders
• Develop Action Plans to address KPI targets.
Customer Service
• Engage with internal and external stakeholders on a regular basis.
• Promote and maintain a customer focused environment by ensuring service-users are treated with dignity and respect
• Mentor Team members to create a culture that enables high-quality calls and to empathise with and prioritise the needs and care of service-users
• Ensure consistency and transparency of service and deliver a ‘one experience’ approach.
• Monitor and drive individual performance against agree key performance indicators
Human Resources / Supervision of Staff
• Lead, supervise and ensure the well-being of the Team
• Ensure adherence to COVID-19 safety measures, including break-time and floor-plan management
• Provide guidance and support to staff.
• Troubleshoot issues that arise locally in a resolution-focused manner
• Assist and lead on the peer review quality assurance and improvement of calls
• Facilitate training, refresher training, induction training and ongoing education as required
• Work together with the Operations Manager(s) and others to inform Team of any changes to the CRM systems or operation of the function
• Ensure an even distribution of workload among Team, taking into account absence due to annual leave etc
• Create and maintain a positive working environment among Team members, which contributes to maintaining and enhancing effective working relationships
• Deal with under performance in a timely and constructive manner and assist Management Team in Performance reviews where and when applicable
• Identify training and development needs of staff in own area/team members
• Promote co-operation and working in harmony with other teams and disciplines
General
• Actively participate in innovation and support change and improvement initiatives within the service; adapt local work practices ensuring team knows how to action changes
• Encourage and support Team through change processes
• Monitor efficiency of service provided by Team, identify and implement changes to the administration of the service where inefficiencies arise
• Maintain own knowledge of relevant HSE policies, procedures, guidelines and practices to perform the role effectively and to ensure current work standards are met by own Team
• Maintain own knowledge of relevant regulations and legislation e.g. Health & Safety Legislation, Employment Legislation, FOI Acts, GDPR, etc.
• Pursue continuous professional development in order to develop management expertise and professional knowledge
• Support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service
• Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards and other standards as they apply to the role for example, Standards for Healthcare, National Standards for the Prevention and Control of Healthcare Associated Infections, Hygiene Standards etc and comply with associated HSE protocols for implementing and maintaining these standards
The above Job Specification is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him / her from time to time and to contribute to the development of the post while in office.
Post specific Requirements Depth and breadth of experience working within the Contact Management Program.
High level understanding of the Covid Care Tracker or similar CRM database.
Eligibility Criteria
Qualifications and/ or experience
Candidates must have at the latest date of application:
(a)
(i) Have satisfactory experience as a Clerical Officer in the HSE, TUSLA, other statutory health agencies, or a body which provides services on behalf of the HSE under Section 38 of the Health Act 2004.
Or
(ii) Have obtained a pass (Grade D) in at least five subjects from the approved list of subjects in the Department of Education Leaving Certificate Examination, including Mathematics and English or Irish1 . Candidates should have obtained at least Grade C on higher level papers in three subjects in that examination
Or
(iii) Have completed a relevant examination at a comparable standard in any equivalent examination in another jurisdiction
Or
(iv) Hold a comparable and relevant third level qualification of at least level 6 on the National Qualifications Framework maintained by Qualifications and Quality Ireland, (QQI).
And
(b) Candidates must possess the requisite knowledge and ability, including a
high standard of suitability and administrative ability), for the proper discharge of the office.
Health
A candidate for and any person holding the office must be fully competent and capable of undertaking the duties attached to the office and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.
Character
Each candidate for and any person holding the office must be of good character.
Skills, competencies and/or knowledge
Professional Knowledge & Experience
• Demonstrates knowledge and experience relevant to the role as per the duties & responsibilities, eligibility criteria and post specific requirements of the role
• Maximise the use of ICT, demonstrating excellent computer skills particularly Microsoft Office, Outlook etc.
• Demonstrate the ability to work in line with relevant policies and procedures
• Demonstrate commitment to developing own professional knowledge and expertise
Planning and Managing Resources
• Demonstrate the ability to effectively plan and manage own workload and that of others in an effective and methodical manner within strict deadlines, ensuring deadlines are met
• The ability to manage deadlines and effectively handle multiple tasks
• The ability to manage within allocated resources and a capacity to respond to changes in a plan
• Maintains an awareness of value for money
Commitment to a Quality Service
• Demonstrate an awareness and appreciation of the service user and a strong commitment to providing a quality service
• Embraces and promotes the change agenda; demonstrates flexibility and initiative including the ability to adapt to and implement change
• Supports team through service improvement / change processes
Evaluating Information, Problem Solving & Decision Making
• Demonstrate numeracy skills, an ability to analyse and evaluate information and make effective decisions. Recognises when it is appropriate to refer decisions to a higher level of management
• Demonstrate initiative in the resolution of issues arising / problem solving and proactively develop new proposals and recommend solutions
• Makes decisions and solves problems in a timely manner before they accumulate
Team working
• Demonstrate the ability to work on own initiative as well as part of a team, promoting a positive team spirit
• Demonstrate leadership potential, the ability to manage the performance of others and support staff development
• Works as part of the team to establish a shared sense of purpose and unity
Communications & Interpersonal Skills
• Demonstrate excellent communication and interpersonal skills including the ability to present (verbal & written) information in a clear and concise manner
• Demonstrate the ability to influence people and events and the ability to build and maintain relationships with a variety of stakeholders
• Treats others with dignity and respect
SHOULD THE ROLE BE OF INTEREST TO YOU PLEASE APPLY IN WITH YOUR CURRENT CV
