JOB SPECIFICATION INFORMATION & COMPLIANCE COORDINATOR

Transcription

1 JOB SPECIFICATION JOB TITLE INFORMATION & COMPLIANCE COORDINATOR DETAILS OF SAGE AND ITS SERVICE The mission of Sage is to promote, protect and defend the rights and dignity of vulnerable adults and older people. Influenced by the scandals of Leas Cross and Arás Attracta, Sage was established in September 2014 with funding from the HSE and The Atlantic Philanthropies and with the support and governance of Third Age. Sage Advocacy clg was established in September 2017 to be responsible for the future development and governance of the service and assumed that responsibility on 1 st March Sage works to ensure that vulnerable adults and older people have easy access to independent and impartial support and advocacy services in all settings: homes: day centres, respite facilities, congregated care settings / nursing homes, hospitals, hostels, hospices and in the process of transition between them. The key elements of the approach to developing the service included safety and quality, support and advocacy continuum, systemic and individual advocacy, social impact and sustainability. Sage services currently operate, to a greater or lesser extent, in the following areas: Dublin North; Dublin South-West & Kildare; Dublin South-East & Wicklow; North East; South West; West; Mid-West; South-East; North-West. The Information & Compliance Coordinator will report to the Executive Director. REPORTING RELATIONSHIP Key Relationships: Case Management Group members, Case Manager, Regional Operations Manager, Administrator, Regional Coordinators, Sage Representatives and potential volunteers and Executive Director. Stakeholder organisations, clients and family members, Independent Complaints Panel, HSE (Quality Improvement, Compliance, Complaints) Standards in Public Office SIPO, Companies Registration, Charities Regulator, Data Protection Commissioner, Information Commissioner, Board and Committees of Sage Advocacy clg, volunteer recruits. Direct Reports: Any Sage Representatives (volunteers) assigned to work in the areas of information and compliance. PURPOSE OF THE POST The primary purpose of the post is to coordinate all the information and data gathering, management and protection functions of Sage, to support the process of recruitment of volunteers through Garda clearance, to manage and develop the Salesforce CRM database and provide timely and accurate reports to the Executive Director, staff, Board and Committees, to manage the ICT assets and systems of Sage and to ensure that Sage is fully compliant in respect of all oversight and regulatory obligations. 1

2 NATIONAL INFORMATION Providing monthly, quarterly and annual data dashboards on case, development and operational activities and outcomes for the Executive Director, Case Management Group Board and relevant committees. Maintaining and developing the Salesforce CRM system in a structured way Updating relevant areas of the website as necessary Assembling, editing and publishing daily / weekly news digests, monthly newsletter and circulation of press releases to national and local media in collaboration with the Executive Director and relevant committee members. Managing the social media functions of the service. Managing MoUs and other agreements creating alert systems regarding expiry dates PRINCIPAL DUTIES AND RESPONSIBILITIES VOLUNTEERS - RECRUITMENT & TRAINING Managing the process of Garda clearance for volunteers Organising secure addresses and ID for new volunteers Training at local groups, to office based volunteers Providing Sage Representative ID badges Providing over the phone support on database, and ICT related issues Maintaining a mailing list for new volunteers Keeping WITN / Newsletter updated CASE MANAGEMENT Supporting the work of the Case Manager and the Case Management Group (CMG) through ensuring that they are provided with regular, accurate and up to date data and analysis in line with their requirements. Supporting the Case Manager in the early identification of quality issues with regard to the development of records on individual cases and in identifying systemic issues for consideration by the CMG and Policy & Practice Committee of the Board. Supporting the Regional Operations Manager in the development of reports which will accurately reflect the extent of development work and of engagement and relationship building with stakeholders. Supporting the development of systems for the assessment of case outcomes. Undertaking qualitative analysis of issues of interest to the CMG and the Executive Director. DATA PROTECTION & COMPLIANCE Ensuring that Sage is fully compliant in respect of all oversight and regulatory obligations by: o Acting as the Data Protection Officer for Sage and ensuring that Sage is fully compliant with the requirements of the General Data Protection Regulation from 25th May 2018 and related national legislation. 2

3 o Reviewing and updating data protection policies and systems on a regular basis o Dealing with all requests under Freedom on Information legislation and engaging with the Office of the Data Protection Commissioner as necessary o Providing timely reports on lobbying and engaging with Standards in Public Office as necessary o Providing reports on complaints to the HSE and to the Independent Complaints Panel as required o Providing reports to HSE Quality Improvement and Compliance sections as required. o Providing any relevant data required by the Charities Regulatory Authority, the Companies Registration Office and the Data Protection Commissioner s Office. ICT ASSETS & SYSTEMS Managing the ICT assets and systems of Sage and maintaining a log of all resources and their deployment, their make, model and serial numbers. Working with any external providers of ICT services to ensure that Sage staff have constant access to the ICT equipment and systems necessary for their work. Weekly backup of Salesforce CRM system Supporting staff re where / how to log certain information Creating licenses to suit what people need to see Testing security within salesforce (who can see what) REGIONAL DEVELOPMENT Supporting Regional Coordinators and Sage Representatives in respect of their work in promoting Sage and its services in their areas / regions including, for example: Compiling and updating a comprehensive map of all relevant settings and services in an area / region Training and supporting volunteers in the use of the Salesforce CRM system and with other ICT issues Assisting with the databasing of case information where Sage Representatives are, for whatever reasons, unable to do so directly. Monitoring the business generally at regional level, including individual cases and identifying and flagging systemic issues to the Case Manager, Regional Operations Manager and Executive Director Using ICT as efficiently as possible to capture and support all aspects of the business OTHER Standing in for the Administrator where necessary during holiday and sick leave 3

4 OTHER RELEVANT REQUIREMENTS The successful candidate will be expected to travel from time to time to meet colleagues, potential and trained Sage Representatives and clients. COMMUNICATION The ICC should be able to communicate well with a wide range of people (in writing, in person, on the phone). He/she should be able to give clear general information to the public, to health and social care professionals, to people with differing communication abilities and to the relatives of clients. The ICC must be able to present detailed data in simple and easy to follow formats for a wide variety of internal and external audiences. The ICC must be able to chair / facilitate group meetings including meetings which may be challenging. SKILLS, COMPETENCIES, ATTRIBUTES AND KNOWLEDGE RELATIONSHIPS The ICC should have good experience of team and group working including volunteers, peers and more senior managers, s/he should be able to confront and deal with occasional conflict, give direction and feedback, and be able to build and maintain good working relationships with a wide range of colleagues in a fair and impartial way. The ICC must be able to collaborate, negotiate and agree plans with others; work in partnership with colleagues / clients / service providers / families /social networks. S/He has to be able to develop and maintain good relations with clients, families and service providers as well as those working in a regulatory or compliance capacity. The ICC must be able to take guidance from the Executive Director and advisers and manage his/her time and energy according to workload and priority. S/He should know the criteria for seeking input, for managing/ prioritising cases and for making referrals. The ICC should be able to form relationships with people (potential Sage clients) and elicit their trust, especially with vulnerable adults and older people and with people whose behaviours s/he may find challenging. PROMOTION OF SAGE AND CAPACITY-BUILDING The ICC must be able to take opportunities to promote Sage/its services at national and regional level. The ICC should be able to offer expert guidance to local Sage Representatives and to ensure that cases and issues are escalated and informed by expert input when necessary. The ICC should be able to assist Regional Coordinators and Sage Representatives build a comprehensive IT-based map of his/her region, reflecting core service providers, resources, hot-/cold-spots for potential clients, etc. The ICC should be able to assist in identifying and engaging local experts who may be of assistance to Sage and its clients, e.g. legal, financial, care and housing experts. 4

5 KNOWLEDGE Detailed knowledge of and high levels of skill in operating and developing the Salesforce CRM system, Microsoft Outlook, Word, Powerpoint, Project and Mindmapping systems. Knowledge and understanding of the GDPR in order to effectively operate as Data Protection Officer. A good understanding of the policy and legal frameworks within which Sage operates. A general awareness of the systems of health and social care governance and provision and how to access health and social care services, as well as a good knowledge of what options are generally available to people e.g. re: housing, care, decision-making. Able to keep track of and account for resources, respond to requests, collaborate with colleagues, liaise with Sage Representatives, and use IT to support case management and reporting, office activities, etc. TERMS AND CONDITIONS OF EMPLOYMENT PERSONAL ATTRIBUTES/CHARACTER In common with all Sage staff the Recruitment, Information and Compliance Coordinator must: Be approachable, friendly and easy to talk to; non-judgemental; sensitive to others; involving and inclusive; fair and impartial. Be respectful of people, their privacy and of their relationships with family members/social networks Be self-aware and assured without being arrogant or egotistic Value individual autonomy, self-determination and personal empowerment while recognising the limitations of autonomy. Be proactive and willing to take initiative regarding raising advocacy awareness among health and social care services personnel Be vigilant, attentive to instances of poor quality and standards and the status of vulnerable adults and older people Be open to self-review, to receiving feedback and accepting support, supervision and mentoring Be independent, free from any conflicts of interest and be perceived by colleagues as fair and impartial Be compassionate as well as passionate about enabling vulnerable adults and older people to have their voice heard Be curious, creative and innovative, open to exploring different ways of doing things and problem solving whilst understanding the wider context and the possible implications of different approaches. This appointment is for an initial period of 12 months and is subject to the continued availability of funding. A probation period will apply. The initial salary is 45,000 per year and there are 25 days annual leave. A new salary and pension framework will be developed during The position will be based in the National Office at Ormond Quay Upper, Dublin D07 DAV9 and some travel will be required. 5