Clerical Officer

Tenure: Permanent

Additionally, HIQA will create a panel for future permanent and fixed term vacancies that may arise.

Blended Working: 2–3 days a week in the office and the remainder of the working week spent working from home.

Further information can be found below in the Principal Conditions of Service under Blended Working Arrangements.

This recruitment campaign will be in compliance with the Code of Practice, Appointment to the Civil Service and Public Service prepared by the Commission for Public Service Appointments (CPSA). The competition will be conducted under the recruitment licence of the Health Information and Quality Authority. The final Selection Process will be carried out by the Health Information and Quality Authority.

Key Areas for Performance

HIQA has identified key behavioural and technical competencies for effective performance through a Competency Framework as seen below. Please refer to the role description for an overview of each competency and the proficiency levels required for this role. For more in-depth information on the competencies, it is important that you review the full competency framework guidance document which is available at: https://www.hiqa.ie/about-us/careers

Proficiency Levels

This Competency Framework is based on four levels of proficiency that build on each other:

Emerging / Developing: The level of competency required to carry out some of the core requirements of the role, with support / leadership required to develop competency in other requirements.

Proficient: The level of competency required to carry out the core requirements of a role.

Skilled: The level of competency required to carry out the core requirements of a role, and develop capability in others or demonstrate the competency in a more senior or complex role.

Master: The level of competency required to carry out the core requirements of a role, develop capability in others, demonstrate the competency in a more senior or complex role and be seen as a role model in the organisation or field in that area of competence.

The Purpose of This Role

The Information Handling Centre (IHC) is responsible for the receipt of solicited and unsolicited information that relates to the functions of the Chief Inspector and HIQA. The IHC continually engages with service users, service providers and the general public and is an essential support service ensuring that HIQA’s function and purpose is communicated in an open, transparent and timely manner.

The Clerical Officer will support the team in managing information received by HIQA and the Chief Inspector in relation to their respective roles and legislative mandates. The post holder will engage with both internal and external customers in the handling and management of information and interactions. They will be involved in the process of receiving, processing and recording information on the information management systems and signposting the information to the relevant teams within HIQA. They will also be involved in signposting the external customer to any appropriate agencies.

Behavioural Expectations

The way that HIQA people are expected to work to role model HIQA values:

The incumbent of this role is expected to demonstrate HIQA’s values in the delivery of everyday work and interactions with clients and colleagues, by putting people first, being fair and objective, being open and accountable, demonstrating excellence and innovation and working together.

Common Tasks

Team Member Responsibilities:

• Seek clarity on the tasks associated with own role

• Complete tasks in compliance with policies and procedures

• Adhere to relevant legislation, standards and internal audits

• Fulfil any mandatory or professional competency requirements

• Maintain confidentiality and a professional approach

• Raise any concerns in relation to workplace health and safety

• Actively identify learning needs and development opportunities

• Actively contribute as a team member

• Follow direction and take on new and different tasks

• Set and achieve performance goals that contribute to HIQA strategy

• Regularly seek feedback to meet performance expectations and goals

Role Specific Tasks

The key tasks and activities associated with the role:

The nature of the tasks and activities associated with the role will vary accordingly. It will involve:

• Working as part of a team to support and deliver the business plan objectives of the Chief Inspector and HIQA

• Processing large volumes of documentation using the CRM system

• Communicating effectively and actively engaging in the receipt of information (solicited and unsolicited), and alerting the IHC Regional Manager of potential risk to service users

• Supporting the response to correspondence received by the IHC in line with policies and procedures

• Ensuring records are maintained in line with regulatory management system requirements

• Presenting information in a coherent and accessible format

• Providing excellent customer service to both internal and external customers

• Scheduling team activities and minute taking meetings

• Carrying out all duties to the highest quality and in a confidential manner

• Maintaining own knowledge of relevant policies, procedures, guidelines and practices to perform the role effectively and to ensure standards are met

• Undertaking other duties and responsibilities as may be determined by the Office of the Chief Inspector, HIQA and your line manager and provide support to work colleagues as required

The contents of any role description are not exhaustive and are intended to be indicative of the scope of the role.

QualificationsEssential Qualifications

In determining your eligibility, the following are the essential qualifications that will be assessed as part of the shortlisting stage of the selection process:

• Has obtained a minimum of Grade D (or post 2017 Leaving Certificate O6 grade) in at least five subjects in the Established Leaving Certificate Examination or equivalent;

Or

• Has passed an examination at the appropriate level on the National Framework of Qualifications or equivalent which can be assessed as being comparable to Leaving Certificate standard or equivalent or higher.

Desirable Qualifications

• Certificate in Advocacy or Patient Safety Complaints Advocacy

ExperienceEssential Experience

In determining your eligibility, the following are the essential knowledge and experience that will be assessed as part of the shortlisting stage of the selection process:

• A minimum of 2 years’ experience in a busy administrative role working on a broad range of tasks.

Other Knowledge and Experience

• Experience dealing with health or social care complaints

• Experience using Microsoft Office suite including Word, Excel, Outlook, Edge and PowerPoint

• Demonstrate experience in the organisation, preparation and management of stakeholder meetings

• Good writing and communication skills

• Demonstrate experience of using a Customer Relationship Management (CRM) system

• Experience dealing proactively with customers / members of the public handling their concerns

Desirable Experience

• Experience of working in a regulatory environment

• Demonstrated experience of using a document management system such as SharePoint, in line with General Data Protection Regulation (GDPR)

Principal Conditions of ServiceProbation

A probationary period of six months applies to this position.

Pay

Candidates will be appointed on the minimum point of the salary scale (€31,105) and in accordance with the Department of Finance guidelines. The rate of remuneration will not be subject to negotiation.

The incremental progression for this scale is in line with Government pay policy. The salary scale for this position is as follows:

Clerical Officer (PPC)

€31,105 €32,845 €33,288 €34,150 €35,423 €36,694 €37,964 €38,889 €39,939 €41,156 €42,013 €43,219 €44,417 €46,286 €47,755¹ €48,429²

After 3 years’ satisfactory service at the maximum

After 6 years’ satisfactory service at the maximum

Entry will be at the first point of the scale. An exception may occur where an appointee has been serving elsewhere in the public service in an analogous grade and pay-scale. In this case, the appointment may be assimilated to the nearest point of the advertised salary scale with their incremental date adjusted accordingly.

Please note the rate of remuneration may be adjusted from time to time in line with Government pay policy.

Superannuation

Pensionable public servants (new joiners) recruited on or after 1 January 2013 will be members of the Single Public Service Pension Scheme. Please note that the Single Public Service Pension Scheme applies to all pensionable first-time entrants to the public service, as well as to former public servants returning to the public service after a break of more than 26 weeks.

In certain circumstances, for example, where the public servant was on secondment or approved leave or remains on the same contract of employment, the 26-week rule does not apply. The legislation giving effect to the Scheme is the Public Service Pensions (Single Scheme and Other Provisions) Act 2012.

For those who are not subject to the Single Public Service Pension Scheme (for example those transferring from other public service employment where the break in service, if any, is less than 26 weeks), the terms of the Health Information and Quality Authority Superannuation Scheme will apply.

Annual Leave

Annual leave is 22 days, rising to 23 after 5 years’ service and to 24 after 10 years’ service.

Hours of Attendance

Hours of attendance will be fixed from time to time but will amount to not less than 35 per week. The appointee may be required to work additional hours from time to time as may be reasonable and necessary for the proper performance of his or her duties, subject to the limits set down under working time regulations.

Blended Working Arrangements

HIQA has introduced blended working to offer more flexible working arrangements to all employees. We aim to strike a balance between being flexible, efficient and resilient by facilitating blended working where practical, while enabling onsite interaction, collaboration and support as required.

All roles in HIQA have been assessed under the criteria of business needs and role suitability for blended working. This determined the proportion of time that employees will spend working in HIQA offices and working from home, depending on their role.

Depending on the role, there may be a requirement to attend the office for more than the allocated number of days for training and on-boarding purposes at the start of your employment and during the probation period.

A review of our blended working model confirmed that this model is working well in HIQA. Therefore, we are now moving from Interim Blended Working to a long-term Blended Working Model. Our existing policy and documentation will be revised and updated once the framework for the Work-Life Balance and Miscellaneous Provisions Act is published. Our model is in line with the Civil Service Framework for Blended Working in Ireland.

Further guidance on HIQA’s Blended Working Policy, which includes eligibility criteria, will be issued to successful candidates. This is an opt-in policy and details on how you can apply will be issued to you before you start.