Advice and Information Officer

Key Accountabilities

Accountability

Achieved by

Reception & Front of House - Providing in-person guidance and advice to visitors in a compassionate and empathetic manner.

- Professionally answering phone calls, taking effective messages, redirecting callers as appropriate, and maintaining a log of all activities.

- Ensuring the Thurles Hub reception desk is attended and operating during public opening hours.

- Managing incoming and outgoing post and contacting recipients to inform them of mail if they are not in the office.

- Supporting staff with booking rooms, venues, and logistics for events, conferences, and travel as needed and within reason.

- Managing and co-ordinating community clinics, such as housing, community detox, law, and mediation.

- Managing room bookings from external agencies and community services.

- Managing the booking and use of practical community supports provided (laundry, hot meals, access to Internet, printing, etc.).

- Accepting donations at reception, storing them securely, transferring them to Finance, and recording donations in the receipts book.

- Ensuring the community client spaces are clean, tidy, and well maintained.

- Recruiting, training, and supervising volunteers.

Premises Maintenance

- Ensuring the staff kitchen area is stocked with tea, coffee, milk, etc., and that training rooms have tea and coffee-making equipment available.

- Ensuring printers are stocked with paper and paper stock is stored in all printer cupboards.

- Ensuring corridors and rooms are stocked with hand sanitiser and masks, and bathrooms and kitchen supplies are replenished.

- Co-ordinating and arranging the booking and access of service contractors for cleaning, building maintenance, and equipment servicing.

- Ensuring meeting rooms and hot-desk offices are maintained and always presentable for use.

- Ensuring client community spaces are functional, clean, and tidy.

Stock Control and Ordering - Ordering stationery and supplies for bathrooms, kitchens, meeting rooms, and offices as needed and within budget.

- Liaising with the Finance team to ensure orders are properly procured and paid on time, while managing relationships with vendors.

- Liaising with community kitchens to ensure delivery of the community meal service is appropriate and sufficient.

Administration of Technical Systems

- Demonstrating to staff how to use the video conferencing system in the boardroom and supporting them with queries.

- Demonstrating how to use the laundry system and ensuring clients are aware of expectations.

- Liaising with Head Office regarding IT issues for the Tipperary staff.

Supervision, Support & Development

- Engaging in regular supervision or one-to-one sessions with your line manager.

- Working under the direction of your line manager and the wider management team.

- Working to help the organisation achieve the aims and objectives of the strategic plan in line with our values and mission.

- Maintaining familiarity and compliance with all relevant policies and standards.

- Participating in relevant and required training events.

Health & Safety

- Taking responsibility for your own Health & Safety in the workplace.

- Remaining vigilant to health and safety hazards and reporting them promptly to your line manager.

- Managing incidents and accidents in accordance with policies.

- Ensuring all exits and means of egress are free from obstructions, trip hazards, and clutter.

- Supporting the development of a culture of safeguarding and reporting any issues through the proper channels.

Information Management

- Ensuring data and personal information relating to clients, tenants, staff, and other members of the organisation is kept safe and secure using the correct systems and procedures, collected only for legitimate purposes, and safely destroyed when appropriate.

Person Specification

Documentary evidence of qualifications and eligibility will be confirmed at the end of any recruitment process. Candidates who do not possess the essential requirements on the date of application will not be offered a position. It is the responsibility of the applicant to ensure they meet the essential criteria of the person specification.

Essential Criteria

The appropriate candidate will have:

Excellent communication and listening skills.

Excellent organisational, prioritising, and time management skills.

Ability to deal with sensitive issues while maintaining confidentiality.

Ability to multitask and prioritise competing demands.

Enjoy working with people and be approachable, warm, and friendly.

Good IT skills, including experience with Microsoft Office.

Clear written and verbal communication skills with proficiency in English (written and spoken).

Willingness to work as part of a wider team.

Flexibility regarding working hours.

Desirable Criteria

It would be an advantage for the candidate to have:

3–5 years' experience in a front-facing role dealing with the public in any sector.

12 months' experience (paid or unpaid) working with vulnerable populations.

NQF Level 5 in Reception and Front Office Skills or a related administrative qualification, and/or NQF Level 5 in Social Care or an allied health profession.

Knowledge and general understanding of organisational policies and regulations such as GDPR and Health & Safety.

Knowledge of CRM software (Salesforce).

Experience in logistics and project management.

An in-depth knowledge of the housing and homelessness systems in Tipperary.

An understanding of the national policy and political context of the role.

Expertise in de-escalation communication and other trauma-informed safety intervention processes.