Information Officer

Responsible to: Reporting to a Team Supervisor on a day-to-day basis.

Purpose of the job: The provision of information, advice and referral services to members of the public and assisting the Team Supervisors in the work of the information service.

Main Duties: • The direct delivery of information, advice and referral services as determined by the Board of Directors and in line with the Citizens Information Board guidelines for the provision of Citizens Information. • Provide independent, confidential and high-quality information and advice to clients, primarily by telephone, web chat and any other communication channels that might be incorporated into the CIPS service. • Follow up work arising from information and/advice sessions with clients. • Participate in reviews, support, supervision and individual and team development processes (including one-to-one and call coaching meetings with Team Supervisor and staff meetings). • Participate in training and coaching, in the context of CIPS Training Policy and annual Training Plans, and individual/team training needs analyses. • Assisting the Team Supervisors in the development of innovative processes for the provision of quality information to clients in various formats using the Citizens Information Board Citizens Information website www.citizensinformation.ie as an information tool, supplemented by other relevant information sources. • Participate in customer service/access initiatives developed jointly with other organisations. • Assist and cooperate with the management of CIPS in the development of practices and systems that will enhance customer service and maintenance of the highest standards of honesty and integrity. • Operation of query management and data collection/statistical analysis systems. • Participate in quality assurance systems and practices. • Undertaking publicity and promotional initiatives appropriate to the development of the service as required. • Assisting in any research and/or social policy initiatives appropriate to the development of the service as required. • Identifying and feeding back to the management team, issues that have social policy implications. • Representing CIPS at conferences etc. as decided by the management team. • Such duties (including administrative duties) as may be assigned from time to time by the Team Supervisor. Minimum Education Qualifications and Attainments • Educated to Leaving Certificate standard, or equivalent, with a minimum of one year’s experience of working in an information, advice, or advocacy setting. or • Less formal academic qualifications with a minimum of three years’ experience of working in an information, advice, or advocacy.

Essential Knowledge and Experience • An understanding of the issues around the provision of, and access to information, advice and advocacy/referral services. • Working knowledge and understanding of how the social welfare, health and income tax systems operate in general and a working knowledge of at least one of the following subject areas: employment, housing, immigration, consumer rights, education. • Excellent organisational, administrative and IT skills.

Desirable Skills, Abilities and Experience • Demonstrated ability to absorb, analyse and evaluate information from a variety of sources. • Strong communication skills, both orally and in writing. • Previous experience in a call Centre setting. • Ability to work on own initiative and as a member of a team, working effectively within the support and supervision structures operated by CIPS. • Ability to interpret and implement organisational policy. • Have previous experience in the information or voluntary sector.

Successful Candidate will be • Committed to the provision of free, confidential, impartial, and independent information advice and referral services. • Have an understanding and knowledge of the range of information, advice and referral services provided by the Citizens Information Phone Service supported by the Citizens Information Board. • Flexible to work alternative shifts as CIPS lines open from 9am to 8pm, Monday to Friday. • Open to work unsocial hours as may be required from time to time and willing to attend evening and occasional week-ends. Time off In-Lieu (TOIL) arrangements apply in all such circumstances. All position are subject to satisfactory completion of a probationary period. The period of probation may be extended at the discretion of the Team Supervisor/Manager. The successful candidate will be available to work 35 hours (full-time) or 17.5 hours (part-time) per week. There will be a requirement to work alternative shifts between the hours of 9am to 8pm Monday to Friday.

Full Time Salary: Scale range of €29,821, €31,996, €34,193, €35,828, €37,411, €39,544, €41,096, €42,659 (max), €44,080 (LSI1), €45,498 (LSI2). Salaries prorata for part-time work. Incremental Credit: It is expected that all new entrants to the Citizens Information Phone Service will be appointed at point one of the salary scale. However, the Citizens Information Phone Service operates an incremental credit process for appointments higher than point one of the salary scale. This process is applicable to new entrants into the CIPS. Incremental credit criteria, based on the competencies for the role, are assessed against employment history as laid out in the application form only. A request for incremental credit from a successful candidate must be made within the first 3 months of employment. The decision on whether or not to award an incremental credit is a decision made by the Board and is subject to the availability of funding. Pension: A company pension scheme is in place, and membership is obligatory upon commencement. Employee contribution; 5% of salary, Employer contribution; 7% of salary. Please note the Citizens Information Service has established a normal retirement age in line with the state pension age (currently 66). Annual Leave: Calculated on a pro rata basis for part year service as follows: • 23 days • 24 days (upon completion of 2 years’ service) • 25 days (upon completion of 5 years’ service) Full terms and conditions are contained in a Staff Handbook, which is issued with and forms part of the Employee Contract at CIPS.