Role overview

The Office is seeking an Early Resolution Officer on an 11 month fixed term contract at Executive Officer level to join their complaints and investigations team to receive complaints from members of the public and undertake examinations under Section 8 and Section 9 of the Ombudsman for Children Act (as amended). This refers to the examination of complaints against public bodies, schools, voluntary hospitals and a number of other bodies in receipt of public funding made by or on behalf of children.

Job Purpose

As part of our Complaints and Investigation team, early resolution officers are the first contact for people coming to the Ombudsman for Children’s office with complaints. Their role is to give advice, analyse complaints to clearly identify issues and determine how to resolve them. Each early resolution officer manages a small caseload, as well as assists with trend analysis to identify complaint patterns and potential systemic issues. In addition to receiving complaints by email and letter, early resolution officers use their active listening and interviewing skills to take complaints over the phone and in person directly from children and or from adults on behalf of children.

Key Responsibilities:
  • A key duty of this role on the team will be to receive complaints and enquiries by mail, email, telephone or in person and obtaining all relevant information by asking clarifying questions, requesting documentation where appropriate and conducting appropriate follow-up where necessary.
  • To provide guidance, advice and information to people that contact the office directly
  • To research applicable legislation, regulations, policies or procedures and applying relevant portions to the issues identified in order to attempt early resolution and or to undertake examinations of complaints and or to escalate the matter for further investigation
  • To employ effective strategies to obtain relevant information from persons who may be distressed or emotionally distraught or who face other challenges.
  • To engage with children to seek their views of on any complaint made by them or on their behalf.
  • To assess complaints to determine whether issues can be dealt with within the Ombudsman for Children’s mandate using an issue-based analysis and clearly and effectively communicating the rationale for this assessment verbally and in writing where required.
  • To conduct and make appropriate research and make focused inquiries in order to identify opportunities for potential resolution or to promote good administration.  
  • To communicate effectively with complainants and public bodies
  • To effectively manage a caseload of complaints, using a variety of strategies and ensuring a timely and relevant response to all complaints assigned.
  • To regularly ensure that timelines and deadlines are met and that all complaints are dealt with in a timely fashion without undue delay and are appropriately recorded and managed.
  • Participate in occasional complaints clinics outside of the office.

Essential Requirements:
Candidates must, on the closing date for this competition, satisfy the following requirements:
  • A qualification of at least level 8 on the National Framework of Qualifications from a recognised university or other third level institution in a relevant discipline
  • At least two years relevant experience in the field of complaints and/or conflict resolution
  • Possess the core competencies described below.

Specialist Knowledge/Expertise
  • Possess a full understanding of relevant legislation, policy and practice regarding children and young people.
  • Demonstrate an understanding of the principles underpinning the work of Ombudsman.
  • Ability to effectively resolve complaints in an Ombudsman or similar environment

Analysis and Decision Making
  • Excellent judgment and objective decision-making skills, problem solving skills and influencing skills
  • Ability to analyse complaints, identify relevant individual and potential systemic issues assess jurisdiction and identify avenues for potential recourse
  • Ability to research, review and apply relevant legislation, regulations and policy

Interpersonal & Communication Skills
  • Ability to communicate effectively with individuals especially children who may be distressed or emotionally distraught or who may face other challenges
  • Ability to establish and maintain good working relationships with a wide range of people

Report Writing Skills
  • Ability to write in an easily understood and accessible format using plain English
  • Possess strong computer skills with advanced skills in Word and Outlook, and a working knowledge of the Microsoft Office suite

Delivery of Results
  • Ability to manage a high-volume caseload, prioritise issues and tasks and meet deadlines

Drive and Commitment
  • Demonstrated commitment to the promotion of the rights and welfare of children
  • Be self-motivating and committed to a high standard of work performance
How to Apply:
To apply, candidates must provide an up to date application form and submit their application form via the online application portal.

Only Application Forms fully submitted online will be accepted into the campaign. Applications will not be accepted after the closing date.

Closing Date:
Your application must be submitted on the online application portal by 12 noon on Wednesday the 19th of May 2021. Applications will not be accepted after this time.

For Recruitment Inquiries please contact OCO@sigmar.ie.