Job Title Service manager (Open Access)
Objective To Manage and develop services in Riverbank
Reporting to Deputy Head of Operations- Dublin
Place of Work Open Access
Working Hours Full time (39 hours per week)
Contract Permanent (following 6-month probationary period)
Role Summary
The Open Access at Merchants Quay serves as a 'one-stop-shop,' offering a range of interconnected services to meet the essential daytime needs of people experiencing homelessness and those using drugs. The dual aims of the service are to reduce the harms associated with life on the streets and drug use, while also providing clear pathways toward stability, settlement, and reintegration
Reporting to the Deputy Head of Operations, Dublin, the Service Manager will lead the delivery and development of high-quality services in Open Access.
The Service Manager will:
- Have management responsibility for existing services and programs in Open Access
- Implement quality standards across all sub-services and ensure that clear policies and procedures are in place
- Be the primary point of contact for all the programs and services in Open Access including dealing with the funders
- Be responsible for budgetary management and controls for OAS services
Principal Duties and Responsibilities Service Management
• Lead the day-to-day operational functions of all Merchants Quay Services in the Open Access
• Take the lead in providing supervision and management for the relevant service coordinators.
• Through effective leadership, ensure that the services operate in accordance with MQI's vision and mission and with funding agency requirements.
• Ensure that all staff are engaged in supervision and training to deliver services rooted in best practices.
• Take a lead on the communication internally within Open Access
• Lead the development of the services using evidence-based models of intervention and provide accurate data reports.
Stakeholder Engagement
• Communicate effectively and maintain appropriate accountability to the Deputy Head of Operations, Executive Team, and the Board of Directors.
• Lead the integration and input of clients, people with lived and living experience into the design, delivery, and evaluation of services
Quality Service and Standards
• Ensure compliance with relevant quality standards framework
• Lead ongoing reviews/assessment of care practices in response to client needs.
• Incorporate service user feedback processes into service evaluation.
• Manage the allocation of resources across the services
• Ensure staff adhere to all MQI’s policies and procedures particularly those relating to Health & Safety, HR, Confidentiality, Boundaries, excellent record keeping, staff code of conduct etc.
Reporting
• Produce comprehensive and accurate reports for Senior Management and funders and compile any ad hoc information requests relating as required.
• Collate and submit statistical data to track and monitor service trends across the OAS services
• Compile and report on complaints and compliments received as required and ensure that the CRM system (Salesforce) is kept up to date by all staff and to provide reports as needed.
• Report to the Deputy Head of Operations- Dublin for individual support, supervision, performance appraisal and working within the parameters of this role specification.
Leadership, Management, and Team Development
• Lead, manage, and motivate a variety of teams of staff and volunteers across the Open Access in the effective provision of services.
• Responsible for identifying ongoing training, development and support needs of staff
• Supervise and support staff, ensuring that all relevant documentation is completed
• Encourage and support the participation of volunteers, ensuring relevant policies and procedures are in place.
• Work with the People and Culture Department in relation to all HR processes including recruitment, performance management, disciplinary processes etc.
Administration
• Have budgetary responsibility for financial control in consultation with the Finance Department, and support and participate in all audits and/or evaluations.
• Comply with all requirements about all the appropriate documentation for the service
• Manage delegated budget for the service, and track and report on expenditure for the service to the Deputy Head of Operations- Dublin
Employer Benefits:
- Fulfilling and Challenging Work
- Paid Family Leave (Maternity, Paternity, Adoptive, Force Majeure, and Compassionate Leave)
- Competitive Salaries
- Employee Assistance Program (EAP)
- Sick Pay Scheme
- Educational Assistance (Study and Examination Leave, Scholarship Foundation)
- Death In Service (from commencement of employment)
- Minimum 23 Days Annual Leave
- Defined Contribution Pension Scheme (after 6 months)
- Flexible Working Arrangements
Additional Information:
- Management reserves the right to amend or change this job description as required.
- This position is subject to Garda Clearance and background checks.
- Merchants Quay Ireland is an equal opportunity employer.
Equality, Diversity, and Inclusion (EDI):
Merchants Quay Ireland is committed to creating a diverse and inclusive workplace that values and respects all individuals. We believe in the strength that diversity brings to our team and are dedicated to promoting equality of opportunity and fostering a culture of inclusion.
We welcome applications from all sections of the community and strive to ensure our recruitment process is inclusive and free from bias.
Our commitment to EDI is reflected in our policies and practices, ensuring a supportive environment where everyone can thrive and contribute to their fullest potential.
Application Process:
If you are interested in this exciting role, please click the link below to apply:
https://login.hirelocker.com/merchants-quay-ireland/jobs/30620/service-manager-dublin-8
These duties are a guide to the general range of responsibilities and are neither definitive nor restrictive. From time-to-time, the post-holder may need to undertake other duties commensurate with the post, as designated by the Deputy Head of Operations - Dublin.
