Staff Officer - Administration Team Grade V

Staff Officer - Administration Team Grade V

Cpl Healthcare | Dublin, Dublin, IE

Posted 4 days ago

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Administration Team Staff Officer Grade V – Contact Management Programme

Job Specification & Terms and Conditions

Job Title and Grade Contact Management Programme Grade V Staff Officer – DNS Administration Team

Principal Duties and Responsibilities

The position of Grade V Staff Officer – DNS Administration Team encompasses both managerial and administrative responsibilities which include the following:


• 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 Manager(s), Subject Matter Experts and/or others as required

• Provide updates on team performance as required

• Keep track of staff member’s performance throughout the day and report any issues to management

• Ensure policies and procedures are well documented and understood and adhered to by the team

• Oversee day-to-day activities related to the mailroom, including the sorting and delivery of incoming mail, as well as the preparation and sending of outgoing mail

• Create and keep an accurate mailroom log and manage mailroom inventory

• Assist with the creation and production of mailroom performance reports

• Ensure accurate attention to detail in own work and work of the team

• Work with the Quality and Training team as required to ensure the delivery of best practice of quality assurance procedures

• 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.

• Assist with the design and delivery of training related to mailroom processes and procedures to the wider DNS Team

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 peer review quality assurance and the 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 the team of any changes to the CRM systems or operation of the function

• Ensure an even distribution of workload among the 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


• 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 the 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 Significant experience of managing a team

Previous experience of working in a contact centre/mailroom

Depth and breadth of leadership and communication skills

Depth and breadth of proficiency with CRM and telephony software systems

Eligibility Criteria

Qualifications and/ or experience

Candidates must have at the latest date of application:


(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.


(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


(iii) Have completed a relevant examination at a comparable standard in any equivalent examination in another jurisdiction


(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).


(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.


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.


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 and 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 de