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Service Delivery Centre Administrator. Pobal

Role Requirements Role Requirement 1 Appeals and Complaints Related Administration

  • Assist the Coordinator assigned to Appeals and Complaints with the operational functions that meet Pobal’s Appeals and Complaints obligations as set out in the Performance Delivery Agreement (PDA) with the DCEDIY and as expected of Pobal Early Years Operations.

  • Follow and ensure others have full awareness of the legislative, regulatory and policy guidelines when completing administrative tasks for Appeals and Complaints.

  • Ensure all appeal requests are followed up and actioned.

  • Where delegated administrative work related to an Appeal/Complaint, take ownership of the requirements and complete in a timely manner.

  • Where assigned, ensure all oral hearing bookings are completed in a timely and efficient manner.

  • Quality assure the administration work assigned and ensure it meets the highest standards.

  • Escalate any issues to the Coordinator immediately to ensure deadlines are met and tasks are completed.

  • Ensure there is a clear understanding of the end-to-end process and any impacts or issues arising from delivery.

  • Undertake assessment and investigation of appeal case to determine validity.

  • Support Independent Appeals Officers in carrying out their duties

  • Undertake investigative work on all childcare programmes in order to respond fully and completely to any complaint received.

  • Proactively seek out and learn EY programme rules and seek to understand specific requirements associated with other relevant childcare programmes.

  • Establish excellent working relationships with other departments, colleagues and Independent Appeals Officers (IAO’s) in order to achieve best possible outcomes for all stakeholders.

Role Requirement 2 Service Delivery Centre Administration

  • Complete all workloads within the agreed timeframe and ensure Coordinator is appraised of any issues.

  • Filing process is utilised and all documents are uploaded correctly where necessary.

  • Liaise with Independent Appeals Officers and ensure that agreed tasks are completed and followed up.

  • Create reports and spreadsheets of information where required to monitor the delivery of the overall service.

  • Contribute to and collaborate with SDC colleagues in project work, creation of policies, procedures, SOP’s and other documents, relevant to the smooth and efficient running of the business unit.

  • Provide administration support to the Service Delivery Centre Manager where requested in conjunction with the Coordinator.

Role Requirement 3 Appraisal and Decision Making

  • Responsible for the completion of appraisals including the maintenance of appraisal information on centralised systems.

  • Undertake funding review requests in line with agreed procedures.

  • Provide feedback on application outcomes to parents/service providers as required.

  • Assist with contract management including the tracking, reconciliations and updating of contract information.

  • Review, develop and maintain efficient and effective administrative and information systems.

  • Produce formal reports and analysis at the appropriate stages of the appraisal process.

  • Manage and maintain the appraisal file ensuring that all relevant information is written up and communicated clearly and effectively at each stage of the process.

  • Undertake reviews of funding decisions as requested.

  • Be the primary point of contact for an identified caseload of parents and service providers.

  • Ensure good lines of communication are maintained and that issues raised by organisations, service providers, and parents are promptly and professionally dealt with within the appropriate section of Pobal.

  • Implement a case management process that profiles services, analyses need and enables the identification of appropriate supports to enhance quality.

Role Requirement 4 General AIM/Capital Administration

  • Dealing with and responding to day to day internal/external queries and information requests from beneficiaries, funders, PQs other Pobal directorates.

  • Process child registration requests and activities under the AIM programme.

  • Review and implement information received from beneficiaries including notification of changes.

  • Assist in the identification and reporting of issues of risk.

  • Maintain good working relationships across all directorates, in particular with Better Start, Integrated Funding Management and EY’s Systems/User Supports Team.

  • Provide administration back-up and support to all aspects of the team.

  • Maintain and update all relevant systems with clean, accurate data.

  • Ensure guidelines and procedures are documented and up to date.

  • Organise and participate where necessary in training events and seminars and contribution to development of training support plans.

  • Provide on-going training and support to beneficiaries/implementing bodies.

  • Provide training and support to Support Officers and provide feedback and support where required. Be prepared to engage in cross-functional training to increase flexibility and adaptability within the Service Delivery Centre.

  • Supporting financial processing and reporting where required for the programme

  • Any other duties within the general requirement of this job description, which may be required from time to time, as appropriate to the role and grade.

Required Experience

  • Strong organisational skills.

  • 2 years’ experience in an administration, or appraisal role, with some financial knowledge desirable

  • Computer literacy particularly in CRM systems, SharePoint and MS packages e.g. Excel, WORD and Outlook.

  • An understanding of the operation of databases.

  • A proven customer service ethos with strong relationship building skills across business teams and external stakeholders.

  • Be a very experienced communicator in both written and oral presentations and experienced in using multi-media systems.


  • Relevant third level qualification or equivalent (Cert/diploma/degree) is desirable but not essential

View Full Job Description here Skills: Administration Decision Making Teamwork

Ref: AUTO-202304121534483297

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