Assistant Secretary (Regional Service Operations)

About The Role The Department of Social Protection delivers its services through a variety of channels including inperson, online, telephony and postal service options. In general welfare schemes such as pensions, illness, disability, and carer schemes are managed through online and/or postal and telephony channels. Other high profile, large volume and complex welfare schemes - most notably Community Welfare Services and schemes to support jobseekers and one-parent families are delivered through online, telephony and in-person channels with services delivered in the community by staff in 60 Intreo Centres located in towns around the country.

These Intreo Centres as well as 60 ‘Branch’ offices provided by contracted partners also act as important local offices providing people in the community with access to general information on welfare services. The centres are also responsible for provision of identity authentication/ public service card services and undertake control duties in accordance with policies set by the Department’s Operation Control function. The quality of service delivered by the Department and the public perception of that service, is to a large extent determined by the efficiency and effectiveness of these public Intreo Centres and the manner in which people using the centres are welcomed and supported. This reflects the importance of the Regional Operations function in terms of the impact that it can have on the lives of millions of people who use the Department’s services.

The Assistant Secretary for Regional Service Operations is responsible for the management of the regional network of service centres. In particular, they are required to lead the delivery of the full range of income support schemes provided to jobseekers and one-parent families (including, for example, jobseeker payments, back to education payments, and back to education payments) as well as Community Welfare Services. Community Welfare Services include the provision of Additional Needs Payments to people on low incomes facing exceptional costs (for example related to energy bills, rent deposits, funeral costs, replacement of expensive household appliances), the provision of supplementary payments to people who have a proven income need but who do not satisfy the conditionality requirements of core social welfare schemes, and the provision of emergency supports to people experiencing a crisis for example as a result of a natural or other disaster (storm damage, flooding, fire etc.).

In addition to these responsibilities the Assistant Secretary also leads the Department’s operational response to other critical national projects including most recently the response to the Covid-19 Pandemic and the influx of refugees from the war in Ukraine. The Assistant Secretary is also the ‘business owner’ for the specification and replacement of the IT platform currently used to process and pay claims for a number of key income support schemes, including jobseeker payments. This is a major multi-year project. In recent years the operation of the Regional Service Operations function has been subject to significant change with a move from a fully decentralised organisation to one in which front-office services continue to be delivered locally but are supported by national teams that support work allocation/work balancing and undertake back-office processing/claim decisions. This change has enabled and been facilitated by the implementation of the www.MyWelfare.ie suite of online services and by the implementation of a remote/blended working policy. A significant challenge for the next few years, in association with the replacement of the IT platform, is the continuation of the modernisation programme of service delivery, ensuring that the progress and milestones that have been achieved to date are leveraged and harnessed.

The Assistant Secretary with responsibility for Regional Service Operations leads a team of nine Principals with a total of 2,300 staff. They are required to work very closely in the design of schemes and services with the Department’s policy and Service Development units and the Department’s IT Division. They are also expected to work closely with colleagues in other Departments and attend and represent the Department on inter-department groups and Cabinet Committees on issues relating, for example, the national response to Covid-19 or the Ukraine crisis. They are also expected to attend as required at Oireachtas Committee meetings on these issues and at meetings relating to the Department’s service performance. The post will be headquartered in Dublin but the post holder can be accommodated in working from other locations in the State subject to an attendance requirement in Dublin of, generally, 2 days per week.

Requirements for the Post Given the nature of the role, the person appointed will be expected to have a very strong customer service orientation with experience, at a senior level, of working with and leading staff through significant process and system change. They will also be expected to be conversant with and have a good understanding of how modern IT systems work (specifically with respect to service transaction processing and online service delivery).

Ideally, the person appointed should: • have recent experience in leading a complex operations/service function including the ability to develop and drive innovative change in a complex, fast-moving environment and proven experience in ensuring optimal use of resources • demonstrate an ability to work with staff representatives and to communicate the need for change and the detail of change effectively • a clear understanding, or the capacity to develop quickly, an understanding of the role of the social protection system in supporting economic and social development • either have a good working knowledge of welfare and employment services or demonstrate a capability to quickly acquire this knowledge • demonstrate knowledge and experience in large scale project and programme management • be adaptable and have the ability to anticipate and to quickly find solutions to any service/operational challenges that arise due to external factors or from the process of implementing planned change • demonstrate excellent communication and interpersonal skills, with the ability to build strong relationships with a dispersed team • as a member of the Department’s management board be capable of contributing to all aspects of the work of the Department at Assistant Secretary level • the person will also be expected to work effectively and develop strong relationships with key stakeholders, including within the community and voluntary sector.

Senior Public Service The appointee will be a member of the Senior Public Service. Appointees with permanent tenure to Assistant Secretary or equivalent level posts in the civil service may be required to move to an Assistant Secretary or equivalent level post in the Department or another Government Department/Agency under Senior Public Service mobility arrangements. The person appointed will be required to participate on and contribute to cross-departmental projects and working groups. The attention of candidates is drawn to the generic competencies that have been developed for use by TLAC for Assistant Secretary Posts. The appointed person may be assigned to other Assistant Secretary duties in the Department. The post will be headquartered in Dublin, with an attendance in Dublin of at least two days per week. The person appointed will also be expected to travel widely around the country.

Ideally, applicants will meet at least two of the following criteria at a senior level: • Experience in more than one organization, • International experience (e.g. working abroad or significant engagement with international organisations and processes), • Experience outside the Civil Service, • A variety of experience (e.g. policy, strategic planning and operational). Key Competencies for effective performance at Assistant Secretary Level: The attention of candidates is drawn to the key competencies that have been developed for use by the Top-Level Appointments Committee (TLAC) for Assistant Secretary Posts. The competency model reflects the changing and more complex environment in which those at Assistant Secretary level operate, with fewer resources, pressure for delivery of results, increased media and public scrutiny and an ambitious public service reform programme. Eligibility to compete and certain restrictions on eligibility: Citizenship Requirements Eligible candidates must be: (a) A citizen of the European Economic Area (EEA). The EEA consists of the Member States of the European Union, Iceland, Liechtenstein and Norway; or (b) A citizen of the United Kingdom (UK); or (c) A citizen of Switzerland pursuant to the agreement between the EU and Switzerland on the free movement of persons; or (d) A non-EEA citizen who has a stamp 4 visa: or (e) A person awarded international protection under the International Protection Act 2015 or any family member entitled to remain in the State as a result of family reunification and has a stamp 4 visa; or (f) A non-EEA citizen who is a parent of a dependent child who is a citizen of, and resident in, an EEA member state or the UK or Switzerland and has a stamp 4 visa. To qualify candidates must be eligible by the date of any job offer. Collective Agreement: Redundancy Payments to Public Servants

The Department of Public Expenditure and Reform letter dated 28th June 2012 to Personnel Officers introduced, with effect from 1st June 2012, a Collective Agreement which had been reached between the Department of Public Expenditure and Reform and the Public Services Committee of the ICTU in relation to ex-gratia Redundancy Payments to Public Servants. It is a condition of the Collective Agreement that persons availing of the agreement will not be eligible for re-employment in the Public Service by any Public Service body (as defined by the Financial Emergency Measures in the Public Interest Acts 2009 – 2011) for a period of 2 years from termination of the employment. People who availed of this scheme and who may be successful in this competition will have to prove their eligibility (expiry of period of non-eligibility) Incentivised Scheme for Early Retirement (ISER): It is a condition of the Incentivised Scheme for Early Retirement (ISER) as set out in Department of Finance Circular 12/09 that retirees, under that Scheme, are not eligible to apply for another position in the same employment or the same sector. Therefore, such retirees may not apply for this position. Department of Health and Children Circular (7/2010): The Department of Health Circular 7/2010 dated 1 November 2010 introduced a Targeted Voluntary Early Retirement (VER) Scheme and Voluntary Redundancy Schemes (VRS). It is a condition of the VER scheme that persons availing of the scheme will not be eligible for re-employment in the public health sector or in the wider Public Service or in a body wholly or mainly funded from public moneys. The same prohibition on re-employment applies under the VRS, except that the prohibition is for a period of 7 years. People who availed of the VER are not eligible to compete in this competition.

People who availed of VRS and who may be successful in this competition will have to prove their eligibility (expiry of period of non-eligibility). Department of Environment, Community & Local Government (Circular Letter LG(P) 06/2013) The Department of Environment, Community & Local Government Circular Letter LG(P) 06/2013 introduced a Voluntary Redundancy Scheme for Local Authorities. In accordance with the terms of the Collective Agreement: Redundancy Payments to Public Servants dated 28 June 2012 as detailed above, it is a specific condition of that VER Scheme that persons will not be eligible for re-employment in any Public Service body [as defined by the Financial Emergency Measures in the Public Interest Acts 2009 – 2011 and the Public Service Pensions (Single Scheme and Other Provisions) Act 2012] for a period of 2 years from their date of departure under this Scheme. These conditions also apply in the case of engagement/employment on a contract for service basis (either as a contractor or as an employee of a contractor).

Declaration Applicants will be required to declare whether they have previously availed of a Public Service scheme of incentivised early retirement. Applicants will also be required to declare any entitlements to a Public Service pension benefit (in payment or preserved) from any other Public Service employment and/or where they have received a payment-in-lieu in respect of service in any Public Service employment. Salary The salary for the position, effective from 1st October 2023, is as follows: Assistant Secretary - Personal Pension Contribution (PPC) €156,472 €163,583 €171,291 €178,995

The PPC pay rate applies when the individual is required to pay a Personal Pension Contribution (otherwise known as a main scheme contribution) in accordance with the rules of their main/personal superannuation scheme. This is different to a contribution in respect of membership of a Spouses’ and Children’s scheme, or the Additional Superannuation Contributions (ASC). A different rate will apply where the appointee is not required to make a Personal Pension Contribution.

Important Note Candidates should note that entry will be at the minimum of the scale and the rate of remuneration, including incremental progression, will not be subject to negotiation and may be adjusted from time to time in line with Government pay policy. You will agree that any overpayment of salary, allowances, or expenses will be repaid by you in accordance with Circular 07/2018: Recovery of Salary, Allowances, and Expenses Overpayments made to Staff Members/Former Staff Members/Pensioners.

Tenure and Probation The appointment is to a permanent position on a probationary contract in the Civil Service. The probationary contract will be for a period of one year from the date specified on the contract. During the period of your probationary contract, your performance will be subject to review by your supervisor(s) to determine whether you – (i) Have performed in a satisfactory manner, (ii) Have been satisfactory in general conduct, and (iii) Are suitable from the point of view of health with particular regard to sick leave. Prior to the completion of the probationary contract a decision will be made as to whether or not you will be retained pursuant to Section 5A(2) Civil Service Regulation Acts 1956–2005. This decision will be based on your performance assessed against the criteria set out in (i) to (iii) above. The detail of the probationary process will be explained to you by the Office, and you will be given a copy of the Department of Public Expenditure and Reform’s guidelines on probation. Notwithstanding the preceding paragraphs in this section, the probationary contract may be terminated at any time prior to the expiry of the term of the contract by either side in accordance with the Minimum Notice and Terms of Employment Acts, 1973 to 2005. In the following circumstances your contract may be extended, and your probation period suspended. • The probationary period stands suspended when an employee is absent due to Maternity or Adoptive Leave. • In relation to an employee absent on Parental Leave or Carers Leave, the employer may require probation to be suspended if the absence is not considered to be consistent with the continuation of the probation. • Probation may be suspended in cases such as absence due to a non-recurring illness, and • Any other statutory provision providing that probation shall - (i) stand suspended during an employee’s absence from work, and (ii) be completed by the employee on the employees return from work after such absence. Where probation is suspended, the employer should notify the employee of the circumstances relating to the suspension.

All appointees will serve a one-year probationary period. If an appointee who fails to satisfy the conditions of probation has been a serving civil servant immediately prior to their appointment from this competition, the issue of reversion will normally arise. In the event of reversion, an officer will return to a vacancy in their former grade in their former Department. Unfair Dismissals Acts 1977-2015 The Unfair Dismissals Acts 1977-2015 will not apply to the termination of the employment by reason only of the expiry of the fixed term contract without it being renewed.

Location The position is based in Dublin. When absent from home and headquarters on official duty the appointee will be paid appropriate travelling expenses and subsistence allowances, subject tonormal civil service regulations Senior Public Service Appointees at Assistant Secretary level and above will become a member of the Senior Public Service (SPS). As a member of the SPS, you will have access to tailored learning and development initiatives, Executive Coaching, networking events, in addition to opportunities to apply for Assistant Secretary level mobility and the Executive Leadership programme.

Functions, Powers and Duties The appointee may not engage in private practice or be connected with any outside business which would interfere with the performance of official duties or conflict in any way with the position of Assistant Secretary.

Hours of attendance Hours of attendance will be fixed from time to time but will amount to not less than 41 hours 15 minutes gross per week or 35 hours net per week. No additional payment will be made for extra attendance (over and above 43.25 hours gross) as the rate of remuneration payable covers any exceptional extra attendance liability that may arise from time to time. Requests for Feedback Feedback in relation to the selection process is available on request. There are no specific timeframes set for the provision of feedback. Please note that the Review Process as set out in the Code of Practice is a separate process with specified timeframes that must be observed. Receipt of feedback is not required to invoke a review. It is not necessary for a candidate to compile a detailed case prior to invoking the review mechanism. The timeframe set out in the CPSA Code cannot be extended for any reason including the provision of feedback.

Candidates' Obligations Candidates must: • Have the knowledge and ability to discharge the duties of the post concerned • Be suitable on the grounds of character • Be suitable in all other relevant respects for appointment to the post concerned; and if successful, they will not be appointed to the post unless they: • Agree to undertake the duties attached to the post and accept the conditions under which the duties are, or may be required to be, performed, • Are fully competent and available to undertake, and fully capable of undertaking, the duties attached to the position.

Candidates in the recruitment process must not: • knowingly or recklessly provide false information, • canvass any person with or without inducements, • interfere with or compromise the process in any way. A third party must not impersonate a candidate at any stage of the process.