Live Reporting and Administration Officer

Purpose of the Post

To support the managers in the day to day operations of the HSELive contact centre.

Provide accurate operational data and administrative reports contributing to the overall success of the contact centre operation.

Support the building of rosters and schedules for the wider teams.

Support the smooth running of the HSELive Office.

Principal Duties and Responsibilities

• Produce daily, weekly and monthly reports to support the HSELive management team.
• Distribute reports to stakeholders as per the scheduled requirement.
• Deliver on ad hoc reporting requests
• Use reports to provide meaningful insight and analysis.
• Maintain dashboards and data for all contact centre teams.
• Support the building of rosters for the wider teams.
• Update and maintain process documentation.
• Manage system access and basic user administration.
• Support the overall management of the HSELive office.
• Handle internal queries on data and admin for the team.
• Have a flexible approach to work and be available for out of hours work should the need arise.
• Contribute as part of a high-functioning team, with concurrent projects and competing priorities.
• Work with colleagues from the wider Communications Division, other Divisions and external partners.
• Provide support with overall office and team workload.
• Ensure consistent adherence to procedures within area of responsibility.
• Maintain own knowledge of relevant regulations and legislation e.g. GDPR, FOI Acts etc.
• Any other duties as assigned

Other

• Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards and other standards as they apply to the role for example, Standards for Healthcare, National Standards for the Prevention and Control of Healthcare Associated Infections, Hygiene Standards etc. and comply with associated HSE protocols for implementing and maintaining these standards

• Support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.

The above job description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office.

Post Specific Requirements

Candidates must demonstrate:-

·        Experience working in a contact centre environment in a reporting or administrative role.

·        Excellent understanding of call centre metrics.

• Experience in producing regular performance reports
• Experience working with large datasets
• Advanced excel skills
• Experience in using call centre systems including CRM’s for input and output reporting
• Strong organisation and time management skills
• Ability to create and maintain dashboards

·        Ability to be flexible and adaptable within the role and to meet operational needs

• Experience of Admin, reporting, WFM or operations role in a contact centre environment
• Previous quality assurance and training experience desirable
• Knowledge of call centre systems including CRM & telephony systems.
• Organisational and reporting skills
• Strong attention to detail and accuracy

Other requirements

The post holder is based in HSELive in Ardee County Louth

Eligibility Criteria

Qualifications and/ or experience

Candidates must have at the latest date of application:

(a)    Eligible applicants will be those who on the closing date for the competition:

i.                  Have satisfactory experience as a clerical officer in the HSE, TUSLA, other statutory health agencies, or a body which provides services on behalf of the HSE under Section 38 of the Health Act 2004.

Or

ii.                Have obtained a pass (Grade D) in at least five subjects from the approved list of subjects in the Department of Education Leaving Certificate Examination, including Mathematics and English or Irish. Candidates should have obtained at least Grade C on higher level papers in three subjects in that examination.

Or

iii.               Have completed a relevant examination at a comparable standard in any equivalent examination in another jurisdiction.

Or

iv.               Hold a comparable and relevant third level qualification of at least level 6 on the National Qualifications Framework maintained by Qualifications and Quality Ireland, (QQI).

Note1: Candidates must achieve a pass in Ordinary or Higher level papers. A pass in a foundation level paper is not acceptable. Candidates must have achieved these grades on the Leaving Certificate Established programme or the Leaving Certificate Vocational programme. The Leaving Certification Applied Programme does not fulfil the eligibility criteria.

And

(b)   Candidates must possess the requisite knowledge and ability, including a high standard of suitability, for the proper discharge of the office.

Health 

A candidate for and any person holding the office must be fully competent and capable of undertaking the duties attached to the office and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.  

Character 

Each candidate for and any person holding the office must be of good character. 

Additional eligibility requirements:

Citizenship Requirements

Eligible candidates must be:

(i)               EEA, Swiss, or British citizens

OR

(ii)              Non-European Economic Area citizens with permission to reside and work in the State

Read Appendix 2 of the Additional Campaign Information for further information on accepted Stamps for Non-EEA citizens resident in the State, including those with refugee status.

To qualify candidates must be eligible by the closing date of the campaign.

Skills, competencies and/or knowledge

Applicants must demonstrate all of the criteria listed below as relevant to the role:

Professional Knowledge and Experience

Demonstrate:

Professional Knowledge and Experience

·        Good general knowledge of the health service and how it works.

·        Strong attention to detail, analytical skills and excellent communication are essential with a proactive and positive approach

·        Excellent planning and organisational skills

·        Advanced excel skills

·        The ability to work both independently and as part of a team.

·        Excellent communication and interpersonal skills with an ability to engage effectively with a wide range of stakeholders.

·        The ability to document and present information clearly, concisely and confidently when speaking and in writing.

·        The ability to build and maintain relationships with colleagues and other stakeholders to assist in performing the role.

·        Flexibility and willingness to adapt, positively contributing to the implementation of change.

·        Effective problem-solving capacity in complex work environments.

·        The ability to manage deadlines and effectively handle multiple tasks within a busy environment.

·        The ability to use computer technology effectively for the management and delivery of results.

·        The ability to take responsibility and be accountable for the delivery of agreed objectives.

·        Commitment to developing own knowledge and expertise.

Communications & Interpersonal Skills

Demonstrate:

·        Effective verbal communication skills, delivering complex information clearly, concisely and confidently

·        Excellent reporting skills with the ability to display complex information in a meaningful way

·        Excellent communication and interpersonal skills in order to deal effectively with a wide range of stakeholders

Planning & Organising and Delivery of Results

Demonstrate:

·        The ability to successfully manage a range of different projects and work activities concurrently.

·        The ability to document process and procedure in a busy and fast changing environment

·        The ability to use resources effectively, challenging processes to improve efficiencies where appropriate

·        Compiling & presenting reports to senior management in a timely, clear and concise manner

·        Excellent planning and organisational skills including using computer technology effectively.

Evaluating Information, Problem Solving & Decision Making

Demonstrate:

·        Excellent analytical, problem solving and decision making skills

·        The ability to appropriately analyse and interpret information, develop solutions and contribute to decisions quickly and accurately as appropriate.

·        Initiative in the resolution of complex issues.

·        The ability to recognise when it is appropriate to refer decisions to a higher level of management.

·        Flexibility, problem solving and initiative skills including the ability to implement change.

Building and Maintaining Relationships

Demonstrate:

·        The ability to build and maintain relationships with colleagues and stakeholders to achieve results through collaborative working

·        The ability to work both independently and collaboratively within a well-structured team and with the wider comms team

·        Flexibility, adaptability and openness to working effectively in a changing environment

Commitment to a Quality Service

Demonstrate:

·        Evidence of practicing and promoting a strong focus on delivering high quality reporting

·        Commitment to developing own knowledge and expertise

·        Evidence of setting high standards of performance for self, ensuring accurate attention to detail and consistent adherence to procedures and current standards within area of responsibility

Tenure

The post is pensionable. A panel may be created from which permanent and specified purpose vacancies of full or part time duration may be filled. The tenure of these posts will be indicated at “expression of interest” stage.

Appointment as an employee of the Health Service Executive is governed by the Health Act 2004 and the Public Service Management (Recruitment and Appointments) Act 2004 and Public Service Management (Recruitment and Appointments) Amendment Act 2013.

Remuneration

The salary scale for the post is: (01/08/2025)

€51,718 €53,265 €54,843 €56,456 €58,078 €59,969 €61,866 LSIs

New appointees to any grade start at the minimum point of the scale. Incremental credit will be applied for recognised relevant service in Ireland and abroad (Department of Health Circular 2/2011). Incremental credit is normally granted on appointment, in respect of previous experience in the Civil Service, Local Authorities, Health Service and other Public Service Bodies and Statutory Agencies.

Working Week

The standard working week applying to the post is 35 hours worked 5 over 7.

HSE Circular 003-2009 “Matching Working Patterns to Service Needs (Extended Working Day / Week Arrangements); Framework for Implementation of Clause 30.4 of Towards 2016” applies. Under the terms of this circular, all new entrants and staff appointed to promotional posts from Dec 16th 2008 will be required to work agreed roster / on call arrangements as advised by their line manager. Contracted hours of work are liable to change between the hours of 8am-8pm over seven days to meet the requirements for extended day services in accordance with the terms of the Framework Agreement (Implementation of Clause 30.4 of Towards 2016).