Assistant Staff Officer

Remuneration

The Salary scale for the post is (as at 01/10/2024):

€34,256 - €36,367 - €37,215 - €39,356 - €41,317 - €43,033 - €44,694 - €46,935 - €48,563 - €50,202 - €51,733 - €53,304 LSIs

Salary Scales are updated periodically and the most up to date versions can be found here: https://healthservice.hse.ie/staff/benefits-services/pay/pay-scales.html

Reporting Relationship

The post holder will report to a nominated senior manager at a higher grade.

Key Working Relationships

The post holder will engage with other AON staff, Liaison Officers, Assessment Officers and staff in the National Complaints Governance and Learning Team.

Purpose of the Post

To provide management and support functions as assigned.

Principal Duties and Responsibilities

The position of Grade IV encompasses both managerial and administrative responsibilities, which include the following:

Administration

·        Ensure the efficient day-to-day administration of area of responsibility.

·        Ensure that deadlines are met, and service levels maintained.

·        Support the preparation and issuing of office documentation (correspondence, reports, etc.) to the highest possible standard by monitoring and reviewing the work of the team to ensure quality and accuracy.

·        Ensure that archives and records are accurate and readily available.

·        Maintain confidentiality of documentation, records, etc.

·        Maximise the use of technology in ensuring work is completed to a high standard

·        Ensure line management is kept informed of issues.

·        Ensure that stakeholders are kept informed and that their views are communicated to middle management.

·        Organise and attend meetings as required.

·        Take minutes at meetings and prepare for timely circulation following meeting.

Assessment of Need

·        Ensure that the complaints management process is implemented, adhered to and that the rights and legitimate interests of service users and staff are protected.

·        Support staff and service users in the implementation of the complaints management process.

·        Find resolution of the complaint through implementation of the complaints management process.

·        Investigate complaints received from Assessment of Need applicants including complaints from solicitors acting on the applicant’s behalf.

·        Investigate complaints as per Court Order as and when required.

·        Investigate and conclude complaints in a timely manner.

·        Make recommendations, which may also support organisational learning and improvement.

·        Advise the service user of Appeals rights and their right to go to the Circuit Court for an enforcement order directing the executive to implement the determination/recommendation.

·        Determine the overall effectiveness of the complaints management process within their area of responsibility.

·        Generate anonymised complaints data and disseminate this information as appropriate.

·        Submit reports as appropriate to the National Complaints Governance and Learning Team.

Customer Service

·        Promote and maintain a customer focused environment including monitoring efficiency of service provided by the team and notifying Line Manager of any deficiencies.

·        Ensure that service users are treated with dignity and respect.

·        Act on feedback from service users / customers and report same to Line Manager.

Human Resources / Supervision of Staff

·        Manage the performance of staff.

·        Ensure an even distribution of workload amongst the team, considering absence due to annual leave etc.

·        Supervise and ensure the well-being of staff within own remit.

·        Co-operate and work in harmony with other teams and disciplines.

Service Delivery and Improvement

·        Actively participate in innovation and support change and improvement initiatives within the service; implement agreed changes to the administration of the service.

·        Encourage and support staff through change processes.

Standards, Policies, Procedures and Legislation

·        Maintain own knowledge of employer 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., Financial Regulations, Health & Safety Legislation, Employment Legislation, FOI Acts, GDPR.

·        Ensure consistent adherence to procedures within area of responsibility.

• Have a working knowledge of the Health Information and Quality Authority (HIQA) 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 as appropriate to the role.
• Support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.

Risk Management, Quality, Health & Safety

·        Adequately identifies, assesses, manages and monitors risk within their area of responsibility.

·        Have a working knowledge of the Health Information and Quality Authority (HIQA) 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 as appropriate to the role.

·        Support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.

Education & Training

·        Engage in the HSE performance achievement process in conjunction with your Line Manager and staff as appropriate.

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 them from time to time and to contribute to the development of the post while in office.

Eligibility Criteria

Qualifications and/ or experience

Professional Qualifications, Experience, etc

(a) Eligible applicants will be those who on the closing date for the competition:

(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.

(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).

Note1: Candidates must achieve a pass in Ordinary or Higher-level papers. A pass in a foundation level paper is not acceptable. Candidates must have achieved these grades on the Leaving Certificate Established programme or the Leaving Certificate Vocational programme. The Leaving Certification Applied Programme does not fulfil the eligibility criteria.

And

(b) Candidates must possess the requisite knowledge and ability, including a high standard of suitability, 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.

Post Specific Requirements

·        Demonstrate the depth and breadth of experience of complaints management in the field of Assessment of Need and/or complaints.

·        Demonstrate the depth and breadth of experience of managing and delivering multiple concurrent pieces of work.

·        Demonstrate the depth and breadth of experience of working collaboratively with multiple internal and external stakeholders and customers, as relevant to this role.

Other requirements specific to the post

Have access to appropriate transport to fulfil the requirements of the role. 

Skills, competencies and/or knowledge

Professional Knowledge & Experience

·        Understanding of complaints legislation and national policy, ‘Your Service Your Say’ and knowledge of policy, regulations and legislative requirements pertaining to NCGLT including an understanding of Data Protection, Freedom of Information, and the Health Information and Quality Authority and other standards and legislation as they apply to the role.

·        An awareness of the services provided under the National Complaints Governance and Learning Team.

·        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.

Planning and Managing Resources

·        Demonstrate the ability to plan and organise own workload and that of others in an effective and methodical manner within strict deadlines, ensuring deadlines are met.

·        Sets realistic goals and timescales, taking account of potential problems and competing priorities.

·        Devotes time and energy to the most important task at any given time.

·        Maintains an awareness of value for money.

Commitment to a Quality Service

·        Demonstrate a commitment to providing a quality service.

·        Demonstrate awareness and appreciation of the service user and has strong customer service skills.

·        Embraces the change agenda; demonstrates flexibility, initiative and adaptability in a changing work environment.

Evaluating Information, Problem Solving & Decision Making

·        Demonstrate numeracy skills, the ability to evaluate information, problem solve and make effective decisions.

·        Makes decisions and solves problems in a timely manner before they accumulate.

·        Gathers information from enough sources and other people to make well founded decisions / solve problems.

Team working

·        Demonstrate the ability to work on own initiative as well as part of a team.

·        Contributes to a positive team spirit.

·        Demonstrates a willingness to become involved and help team members if they are under pressure.

Communication & Interpersonal Skills

·        Effective communication skills including the ability to present information in a clear and concise manner.

·        Strong written communication skills.

·        Strong interpersonal skills including the ability to build and maintain relationships with a variety of stakeholders; treats others with dignity and respect.

Demonstrate the ability to influence people and events.