Senior Information Officer

Purpose of the job:

The Senior Information Officer role is comprised of two central functions, with working hours divided equally between the following responsibilities:

• To deliver information, advice and advocacy at a high level to members of the public in a designated service area.

• To coach, mentor and support Information Officers to ensure that all customer-service quality objectives and standards are met.

Reporting to:

The Development Manager

Main Duties and Responsibilities:

Information, Advice and Advocacy

• The direct delivery of face-to-face information, advice and advocacy services to the public at a complex level, in the core areas of Citizens Information Service provision, including social welfare, employment, housing, consumer, immigration and disability rights, in line with the Citizens Information Board guidelines for the provision of Citizens Information Services (CIS).

• Maintain comprehensive and up-to-date knowledge of relevant legislative and policy developments in the core areas of Citizens Information Service provision.

• Maintain an active advocacy caseload and provide complex advocacy to CIS service users, including representation at fora including the Social Welfare Appeals Office, Workplace Relations Commission, and Residential Tenancies Board.

• Operation of query management, advocacy case management and data collection/statistical analysis systems.

Coaching and Mentoring

• Coach and mentor staff in the development of their information, advice and advocacy skills, ensuring that all members are working to achieve service objectives and delivery targets and the delivery of a high-quality professional service.

• Provide regular updates and briefings to Information Providers on legislative, policy and administrative changes relevant to the provision of information and advocacy.

• Assist Information Providers to identify, record and report on social policy issues and provide regular social policy updates and briefings to the Information Provider team.

• Provide information in a variety of formats to outside agencies and community organisations as and when required and to support the Information Providers in developing these skills.

• Provide regular reports to the Development Manager and Information Providers team.

• Support the Development Manager to allocate the service’s advocacy caseload efficiently, including external referral and engagement with the Advocacy Support Worker (ASW) as required.

Service Delivery

• Contribute to the development and implementation of policies and procedures as required.

• Comply with GDPR policies and procedures and all other legislative and policy requirements.

• Engage with CIB and other stakeholders as required.

• Lead and/or participate in projects as required by the Development Manager.

• This list is not exhaustive but serves to reflect the nature of the responsibilities included in the role.

• Given the nature of the organisation and the need to respond to customers’ needs on an ongoing basis, the role is subject to change over time.

Quality

• Contribute to and implement any quality control measures required for information, advice and advocacy ensuring a common quality standard is applied across the relevant service. This will involve direct observation and review of Information Providers.

• Provide regular reports to the Development Manager regarding quality control issues. Identify training requirements within the Information Providers team and support the implementation of ongoing training programmes.

• Support the Development Manager to conduct regular advocacy case reviews to ensure professional standards are met in adherence with ASW programme best practice.

Essential Educational Qualifications and Attainments

A relevant recognised qualification at degree level or a combination of a relevant recognised diploma qualification & equivalent professional experience

Desirable Educational Qualifications and Attainments

Training/qualifications in one or more of the following areas:

• Coaching and Mentoring Quality Assurance

• Advocacy

• GDPR

• Social Policy

Essential Knowledge, Skills and Experience

• At least 3 years’ full-time (or equivalent part-time) experience in an information, advice and advocacy giving role within, or comparable with, the Citizens Information Services.

• Excellent oral and written advocacy skills in areas such as:

o social welfare

o employment

o housing

o consumer affairs

o immigration

• Commitment to high-quality customer service and continuous service quality evaluation and improvement.

• Strong capacity to support an information team in the context of a fast-paced working environment, and ability to be flexible in approach.

• Sound analytical, critical thinking and decision-making skills

• Ability to analyse statistical information, and to prepare and present operational reports.

• Strong IT skills.

• Capacity to liaise at a high level with other public services or NGOs other Citizens Information channels, with the Department of Employment Affairs and Social Protection, and with other service providers.

• The highest standards of honesty and integrity.

• The ability to deal with change and challenging situations.

Desirable Knowledge, Skills and Experience

• Coaching and mentoring experience in a front-line service delivery setting

• Experience working in the community / voluntary sector

• Use of information systems and resources

This is a permanent, full-time position, subject to satisfactory completion of a six-month probationary period. The period of probation may be extended at the discretion of the Development Manager/Regional Manager. The successful candidate will be available to work 35 hours per week, (Monday to Friday). There may be a requirement to work evenings from time-to-time.

Salary: €40,042; €41,808; €44,196; €45,923; €47,677; €49,261; €50,845; LSI 1 €52,430; LSI 2 €54,014 (pro rata) (revised salary scales being implemented from 01 November 2025).

Incremental Credit: It is expected that all new entrants to The Citizens Information Service will be appointed at point one of the salary scale. However, The Citizens Information Service operates an incremental credit process for appointments higher than point one. This process is applicable to new entrants into the CIS. Incremental credit criteria, based on the competencies for the role, are assessed against employment history as laid out in the application form only. A request for incremental credit from a successful candidate must be made within the first 3 months of employment. The decision on whether or not to award an incremental credit is a decision made by the Board and is subject to the availability of funding.

Pension: A company pension scheme is in place, and membership is obligatory upon commencement. Employee contribution; 5% of salary, Employer contribution; 7% of salary. Please note the Citizens Information Service has established a normal retirement age in line with the state pension age (currently 66).

Annual Leave: Calculated on a pro rata basis for part year service as follows:

• 23 days

• 24 days (upon completion of 2 years’ service)

• 25 days (upon completion of 5 years’ service)

Full terms and conditions are contained in a Staff Handbook, which is issued with and forms part of the Employee Contract at CIS.