Job Title: Service Coordinator

Objective: The direct delivery of services to clients in the Open

Reporting to: Deputy Head of Operations

Place of Work: Open Access Service, Dublin 8

Working Hours: Fulltime (39 hours per week)

Contract: Permanent (following 6 month probationary period)

Role Summary

The Open Access Services at Merchants Quay Ireland serve as a comprehensive, one-stop resource addressing the critical daytime needs of individuals experiencing homelessness and those using drugs. This role is integral in providing strong leadership, establishing and implementing clear policies and procedures, and ensuring that all services comply with national quality standards across the Homelessness and Harm Reduction teams.

As the Service Coordinator, you will be responsible for the day-to-day management of operations, overseeing the smooth delivery of services, and ensuring that service standards and best practices are consistently met. Your leadership will drive continuous improvement, ensuring that both the operational and strategic goals of the service are achieved.

Main Responsibilities

Take operational responsibility for designated services within Open Access, ensuring they are delivered efficiently and in line with quality framework standards.
Establish clear policies and procedures for the team, ensuring that all service delivery is consistent with these standards.
Lead the implementation of national quality standards and ensure regular audits of service practices to ensure compliance.
Ensure the practical needs of clients are met, leveraging the resources and staff available.
Create and maintain working relationships with local agencies, ensuring collaborative service delivery.
Oversee client assessment processes and ensure that support plans are created, reviewed, and followed, with regular monitoring of progress.
Participate in service evaluations, identifying areas for improvement and implementing necessary changes.
Maintain clear and accurate records of client interactions and service delivery, ensuring data protection and confidentiality.
Compile and submit reports, including monthly and quarterly updates, and any ad hoc data requests.
Provide leadership and supervision to staff, ensuring they have the support needed to implement policies and procedures effectively.
Ensure staff induction, ongoing training, and performance management aligns with service needs and national standards.
Assess training and development needs, supporting staff to meet these needs through tailored development plans.
Ensure that volunteers and student placements are well-supported, contributing to service delivery.
Collaborate in recruitment and staffing decisions, ensuring that staffing levels and competencies meet the service's operational needs.
Foster a collaborative team environment that supports the organization’s ethos and delivers services to a high standard.
Ensure that the health and safety standards are adhered to, conducting regular risk assessments and acting on any corrective measures.
Ensure the building and facilities are maintained to a high standard and all equipment is properly managed.
Review and implement action plans based on health and safety audits and risk assessments.
Facilitate teamwork and communication to ensure that policies and procedures are consistently implemented and followed across all service areas.
Ensure team adherence to Service Level Agreements (SLAs), promoting consistent and effective service delivery.
Support a culture of continuous improvement and maintain high standards of service within the team, regularly reviewing practices.
Lead the team in the application of service policies and procedures, ensuring these align with national quality standards and best practices.
Stay informed on best practices, legislation, and quality standards relevant to homelessness and harm reduction services.
Collaborate with senior management to ensure the service’s strategic goals and operational targets are met.
Maintain up-to-date client records and ensure the CRM system and other administrative tools are utilized effectively.
Represent the service at internal and external meetings, contributing to discussions on quality, policy, and service delivery improvements.
Ensure that all staff and team members comply with the organization’s policies, particularly regarding health & safety, HR, and confidentiality.
Participate in professional development activities and organizational initiatives as required.

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 under take other duties commensurate with the post, as designated by the Deputy Head of Operations - Dublin.

Person Profile

Merchant’s Quay Ireland (MQI) is seeking an experienced and dynamic leader to coordinate and lead the services in Open Access. The successful candidate will be highly organised and capable of running an effective service, with a key focus on writing, reviewing, and implementing local procedures that align with national quality standards. This role requires an individual who can drive continuous service improvement and ensure that policies are consistently followed to provide the highest quality care.

We are looking for candidates who have experience managing teams within a low-threshold harm reduction context and who have a strong social conscience, with a genuine passion for making a difference in this field. If you meet these criteria and are motivated to have a meaningful impact, we encourage you to apply.

Core Competencies and Skills Summary

Minimum of 2 years ’ experience supervising and managing a team in a community, addiction service or similar setting(or equivalent, part-time)
Third Level qualification in a social care or related discipline(e.g. Psychology, healthcare ,youthwork ,community development ,etc.)
An understanding of the complex issues relating to homelessness, mental health and substance misuse
Proven ability to draft, review, and implement clear policies and procedures, ensuring they align with national standards, regulatory requirements, and best practices in the field of service delivery (e.g., homelessness, harm reduction, and social care).
Strong attention to detail when developing and reviewing policies and procedures, ensuring that all aspects of service delivery are addressed in a clear and structured manner.
Ability to develop and implement monitoring systems that assess the effectiveness of policies and procedures, ensuring they lead to improved service outcomes and client satisfaction
Excellent leadership and decision-making skills with the ability to motivate and inspire teams
Strong decision-making skills
Exceptional communication, interpersonal and leadership skills
Exceptional relationship building skills and an ability to build positive relationships with a diverse range of internal and external services and stakeholders
Strong passion for MQI’s mission and vision

Non-pay Related Benefits

Fulfilling and challenging environment
Sick Pay Scheme(following probationary period)
Minimum 23 days Annual Leave
Defined Contribution Pension Scheme(after probationary period)
Death In Service Benefit(from commencement of employment)
Line Management Supervision
Learning and Development programme
Paid Family Leave (Maternity, Paternity, Adoptive, Force Majeure and Compassionate Leave)
Further Education Assistance (generous financial support, study and examination leave after 12 months of service)
Employee Assistance Programme(EAP)
Health & Wellness Programme

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Service Coordinator