Service Support Officer

This is your chance to join the organisation ranked 2nd in The Sunday Independent “Ireland's Best Employer 2025” list,

We would like to invite applications for the following 6 month fixed term contract roles;

Assisted Living Service Support Officer

Oak House Blackrock Cork

The overall purpose of this role is to support the Assisted Living Service and IWA @ Home Service ensuring that the service users receive a person-centred service. The person will assist and support the coordinators with managing and monitoring the daily operation and expansion of the Assisted Living and IWA @ Home service packages, as well as support managing Personal Assistants to provide high quality services to service users.

Liaison

For success in the above post there are several key relationships which need to be fostered and developed.  Within IWA those will be association staff, in particular the coordinators of the services, and those involved in the provision of the services, as well as direct contact with IWA Assisted Living and IWA @ Home Services team members and service users. Externally it will involve liaison with the staff of the relevant voluntary and statutory organisations providing Assisted Living Services in the area and relevant HSE personnel and IWA staff management.

Main Duties and Responsibilities

Ensure that the highest quality service is delivered to all service users.

Manage and build excellent relationships with Service Users and Personal Assistants.

Assess new referrals and appropriately allocate a service to meet the identified needs.

Match service user requirements with existing personal assistants under the supervision of the ALS  service coordinator and service manager.

Assist with all Service User and staffing related issues.

Communicate Service User and Personal Assistants concerns or issues to relevant staff parties.

Monitor and log both Service User and Personal Assistant concerns, incident / accidents and activity on the system and following up accordingly.

Maintain and update both Service User and Personal Assistants profiles.

Assist with scheduling /rosters and prioritise leave requests.

Conduct Service User reviews and offering a supportive environment.

Deal with all emergency situations decisively and effectively.

Manage and support all aspects of recruitment and provide induction training for Personal Assistants.

Organise training or source/provide additional training as required.

Manage the operation of the service in line with IWA policy and procedures and accepted best practice ensuring that a high-quality service is always provided.

Ensuring compliance with internal operational audit procedures.

Assist with office administration duties i.e., filing, photocopying, scanning, answering / making telephone calls, answering e-mails and other administrative tasks as required.

Support all elements in relation to compiling and inputting information for the monthly ALS payroll in support of ALS Coordinator, Support and Scheduling Officers.

Use of Information Technology i.e., word, excel, e-mail, outlook calendar, power point, CRM, and people planner.

Preparation of weekly reports and support to database updates.

Building and maintaining high quality relationships with internal and external stakeholders.

Carry out any other related duties as requested.

PERSON SPECIFICATION

Training, Experience and Qualifications

Minimum qualification at Level 6 or higher such as QQI Supervisory Management Skills, BA in Social Care, BA in Applied Social Studies in Social Care, Allied Health, or Disability related qualification is required.

Minimum of 2 year’s administrative experience.

Previous experience in a similar support role is required.

Knowledge and Skills

The ability to make operational decisions and possess good problem-solving skills is essential.

Excellent computer and administration skills (Microsoft Office Database Management) are essential.

An awareness and understanding of the needs of people with physical and sensory disabilities or a marginalized group is an advantage.

Excellent time management and business planning skills are essential.

Experience of working with people with disabilities

Leadership experience is desirable.

Experience of Quality systems and maintenance of same an advantage

A full driving license and car owner are required.

Fluent in written and spoken English.

Behaviours

The ability to work as part of a team and on your own initiative.

Person-centred approach

An ability to build strong relationships at all levels.

Strong customer service focus

Competencies

Communicating and Influencing

Team Working

Planning and Organising

Quality and Customer Focus

Critical Analysis and Decision Making

Remuneration Benefits

Salary between €34,6722 and €52,969 DOE

Vouched expenses and mileage

Excellent working conditions

Training Development opportunities

25 days annual leave,

Access to PRSA Pension scheme

Group VHI HSF Health Cash Plans

Employee Assistance Service

The current pay scale is subject to a 2% salary rate increase in 2026, aligning with the recent WRC interim agreement aimed at enhancing pay adjustments within Section 39 organizations.

The closing date for applications is 8th September 2026

Please note - ACADEMIC AND/OR PROFESSIONAL QUALIFICATIONS: -Documentary evidence of your relevant qualification(s) will be required in advance of or during the recruitment process.

IWA is committed to promoting, maintaining and adding to our diverse and inclusive work environment.