Clerical Officer

The Role

The post of temporary Clerical Officer is a key support position within the MHC. The role provides administrative and clerical support to a team and assists with the smooth, efficient and professional operation of the division.

As a Clerical Officer, you will provide comprehensive information and support to decision supporters appointed under a decision support arrangement. You will assist decision supporters setting up MyDSS portal accounts, follow up with decision supporters on the submission of reports, offer technical and compliance guidance, and ensure all interactions adhere to the MHC customer charter and all relevant policies.

The successful candidate will be required to engage and communicate effectively with various internal and external stakeholders including staff, officials from government departments and public bodies, private sector bodies, disability organisations and others.

The holder of the post will be expected to actively contribute to and participate in the overall development of the MHC and to promote its policies and values at all times.

Key Responsibilities

Under the overall direction of the relevant line manager, the temporary Clerical Officer’s key duties and responsibilities include:

• Provide accurate information and assistance to customers regarding reporting requirements in the Assisted Decision Making (Capacity) Act 2015 (as amended).

• Provide accurate information and assistance to persons regarding setting up MyDSS portal accounts to complete their reports.

• Guide customers through the reporting process, ensuring they understand their role and reporting responsibilities.

• Respond to inbound inquiries via phone and email, offering basic technical support and troubleshooting for issues related to the submission of reports.

• Issue reminders and overdue notifications to decision supporters in relation to reporting requirements.

• Document all customer interactions in the Customer Relationship Management (CRM) system, ensuring accurate and thorough records.

• Assist in reviewing and improving the usability of the MyDSS portal and decisionsupportservice.ie, providing feedback and suggestions based on interactions with users.

• Maintain up-to-date knowledge of reporting requirements, MyDSS portal updates, and internal processes.

• Achieve personal and team performance goals, contributing to the overall success of the Supervision team.

• Any other duties that are deemed appropriate by the line manager.

Work Requirements

• This role has a strong focus on customer service, particularly on the phone

• Full training will be provided

Work Environment and Physical Movement

• The MHC has an open-plan office with hot-desking arrangements in place. Workspaces are booked in advance via MS Outlook.

• Phone calls are made and received through a computer application.

• Lifts are available to access the MHC office on the first floor.

• The office is wheelchair accessible.

• Kitchenettes and bathrooms are on the same floor as the workspaces.

Reporting and Working Relationships

The temporary Clerical Officer is accountable to the Chief Executive of the MHC and reports directly to the relevant line manager within the team.

Essential Requirements

The candidate must possess, by the closing date, the following:

• Education qualification of Level 6 or higher on the National Framework of Qualifications.

• Previous experience in a clerical, customer service or contact centre role.

• Demonstrable computer skills.

• The necessary competencies to carry out the role as outlined below.

Desirable

The following criteria are considered desirable for the post:

• Understanding of mental health and / or mental health services.

• Familiarity with CRM systems.

• Knowledge of the Assisted Decision Making (Capacity) Act 2015.

Competencies

The person appointed to the role of temporary Clerical Officer will be required to show evidence of the following competencies:

Teamwork

• Shows respect for colleagues and co-workers

• Develops and maintains good working relationships with others, sharing information and knowledge, as appropriate

• Offers own ideas and perspectives

• Understands own role in the team, making every effort to play his/her part

Information Management / Processing

• Approaches and delivers all work in a thorough and organised manner

• Follows procedures and protocols, understanding their value and the rationale behind them

• Keeps high quality records that are easy for others to understand

• Draws appropriate conclusions from information

• Suggests new ways of doing things better and more efficiently

• Is comfortable working with different types of information, e.g. written, numerical, charts, and carries out calculations such as arithmetic, percentages, etc.

Delivery of Results

• Takes responsibility for work and sees it through to the appropriate next level

• Completes work in a timely manner

• Adapts quickly to new ways of doing things

• Checks all work thoroughly to ensure it is completed to a high standard

• Writes using correct grammar and spelling and draws reasonable conclusions from written instructions

• Identifies and demonstrates initiative and flexibility in ensuring work is delivered and appreciates the urgency and importance of different tasks

• Is self-reliant and uses judgment on when to ask manager or colleagues for guidance

Customer Service and Communication Skills

• Actively listens to others and tries to understand their perspectives/ requirements/ needs

• Understands the steps or processes that customers must go through and can clearly explain these

• Is respectful, courteous and professional, remaining composed, even in challenging circumstances

• Can be firm when necessary and communicate with confidence and authority

• Communicates clearly and fluently when speaking and in writing.

Specialist Knowledge, Expertise and Self Development

• Develops and maintains the skills and expertise required to perform in the role effectively, e.g. relevant technologies, IT systems, spreadsheets, Microsoft Office, relevant policies, etc.

• Clearly understands the role, objectives and targets and how they fit into the work of the unit

• Is committed to self-development and continuously seeks to improve personal performance

Drive and Commitment to Public Service Values

• Consistently strives to perform at a high level and deliver a quality service

• Serves the Government and people of Ireland

• Is thorough and conscientious, even if work is routine

• Is enthusiastic and resilient, persevering in the face of challenges and setbacks

• Is personally honest and trustworthy

• At all times, acts with integrity

How to Apply

Eligibility to Compete

Candidates must, by the date of job offer, be:

a) A citizen of the European Economic Area. 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 is a spouse or child of an EEA or Swiss citizen and 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 Switzerland and has a stamp 4 visa

Salary: Salary scale begins at €596.11 per week