Incident Creation Representatives (Clerical Officer Level)

Overview Garda Information Services Centre (GISC) is a contact centre to which operational members of An Garda Síochána convey information to be input directly by operators onto the Garda database (PULSE system). PULSE stands for Police Using Leading System Effectively.

We are looking for individuals who have the drive and passion to make a difference in people’s lives and can work in a high-pressurised environment as an Incident Creation Representative (ICR).

The ICR works as part of a team to provide a 24/7/365 telephone support service, taking calls, eliciting information to record/update accurately and efficiently. The role involves the handling of a high volume of calls, some of which may be sensitive or emotionally challenging. The work of the ICR requires strict adherence to established policies, procedures and protocols which underpin the PULSE system.

Overview of the ICR role includes:

Acting as the point of telephone contact for operational members of the Garda Síochána requiring incident creation/update on PULSE.

Determining and confirming with the operational member the incident category and type.

Creating a comprehensive and accurate incident report by eliciting relevant information through effective listening and questioning skills.

Delivering a quality, efficient and professional telephone support service.

Processing calls in accordance with established procedures and quality standards.

Participate in the audit of calls and receive constructive feedback on personal performance.

Undertaking training programmes as required and maintaining a high personal standard of practical and technical expertise,

Ensuring full compliance with standard operating procedures.

Building strong working relationships with colleagues to support teamwork and knowledge sharing.

Participating in continuous improvement initiatives to enhance service quality and efficiency.

GISC is a contact centre for operational members of An Garda Síochána. The AGS Information & Technology Vision outlines that the role of GISC is to support Information Led Policing through the implementation of a Data Ecosystem wherein GISC supports the collection of Raw Data and plays a critical role in ensuring the quality of data collected from Garda members.

The goal of the data ecosystem is to create the technical conditions for information-led policing. After an incident, Gardaí contact GISC on mobile devices instead of returning to their station to record the case details. They give the details to trained Garda staff who enter the details on the PULSE system. GISC also has responsibility for the quality of incident data and works closely with Garda members and external stakeholders to promote good data quality practice.

The GISC objectives are to; Increase Garda visibility, Reduce Garda administrative workload, and Improve the data quality on PULSE.

Essential: Professional Qualifications, Experience, Requirements, Skills

It is required that on or before the closing date of the competition, candidates must have:

A. At least a Grade D (or a pass) in higher or ordinary level in 5 subjects in the Leaving Certificate, or a qualification of equivalent/higher standard on the National Qualification Framework (NQF)

OR

B. At least one year’s demonstrable experience in an office administration or contact centre role.

Candidates must also have:

Computing skills, including the use of databases and Microsoft Office packages (e.g. Word, Excel, and Outlook).

Requirements, Skills: Managing challenging and emotional conversations while remaining composed in high-pressured work situations. Working independently and as part of a team. Updating information efficiently and accurately onto a database.

Entry Requirements and Eligibility In addition to demonstrating the competencies identified for the role, candidates must: On or before the closing date, be at least 17 years of age. Successful candidates will be required to undergo a hearing test prior to commencing duty. Candidates must be able to give and receive verbal instruction and communicate clearly without impairment.

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