Grade V Client Services Staff Officer

About the National Screening Service

The National Screening Service (NSS) oversees four population-wide screening programs targeting cervical, breast, and bowel cancers, as well as sight-threatening diabetic retinopathy. These initiatives focus on early detection in healthy individuals to improve disease outcomes, prevent illness, enhance treatment efficacy, and empower informed health decisions. NSS operates under a 5-year strategic plan from 2023-2027, aiming to save lives and improve health through screening and policy advisory roles.

Role Overview

This position supports the daily administration and operational activities within the NSS Client Services Department. The successful candidate will assist in implementing various client service functions, collaborating with leadership and team members to meet departmental goals and ensure high-quality service delivery. Key duties include complaint management aligned with HSE policies, overseeing information governance and records management, supporting statutory reviews, participating in quality assurance and continuous improvement efforts, and handling stakeholder communications.

Responsibilities

• Assist Head of Client Services and team leads with achieving operational and administrative objectives.
• Manage service user feedback and complaints consistent with HSE's Your Service Your Say (YSYS) policy.
• Handle information governance tasks, including data protection compliance, freedom of information requests, and records management.
• Coordinate service user reviews and other regulatory or organizational review processes.
• Contribute to quality assurance, audits, reporting, and initiatives aimed at service enhancement.
• Manage communications and enquiries with clients and stakeholders.
• Provide comprehensive administrative support for existing and new Client Services workflows.
• Support departmental projects, process improvements, and training efforts.

Professional Requirements

• Experience as a clerical officer within the HSE, TUSLA, other statutory health bodies, or agencies under Section 38 of the Health Act 2004, or
• Having passed at least five departmental approved Leaving Certificate subjects including Mathematics and English or Irish (Grade D minimum), with three higher-level subjects at Grade C or above, or
• Holding equivalent qualifications from other jurisdictions, or
• Possessing a relevant level 6 qualification or higher on the National Qualifications Framework.
• Demonstrated teamwork skills and engagement with multiple internal and external stakeholders.
• Experience in data preparation, analysis, reporting, and synthesis from diverse sources.
• Capability to manage complex workloads effectively in compliance-driven environments.
• Ability to quickly adopt new policies, systems, and legislation, adapting to evolving service needs.
• Organizational skills including meeting coordination, agenda preparation, minute taking, and follow-up action tracking.
• Knowledge of complaint handling and managing records requests under FOI, GDPR, YSYS, and Part 5 Patient Safety Act.

Additional Information

This opportunity offers a supportive and inclusive work environment where staff are valued. The role is essential to the delivery of high-quality screening services under the NSS strategic framework.