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DSS – Information Services Team

The Decision Support Service is establishing a dedicated Enduring Power of Attorney (EPA) support team within its Information Services function to support donors, related parties and solicitors representing clients to set up accounts and progress applications to digitally register enduring powers of attorney using the DSS online portal ‘MyDSS’.

This team will be dedicated to providing timely and comprehensive support to applicants at all stages of the EPA process. The team will work with solicitors as they navigate the new two-step EPA process and adapt their procedures accordingly

The Role

The post of Temporary Clerical Officer is a key support position within the MHC. The role provides administrative and clerical support to a team and assists with the smooth, efficient and professional operation of the division.

As a Clerical Officer, you will provide comprehensive support to individuals creating, managing and notifying Enduring Powers of Attorney (EPA) in Ireland. You will assist customers setting up MyDSS portal accounts, with the EPA application process on the MyDSS portal, offer technical and compliance guidance, and ensure all interactions adhere to the MHC customer charter and all relevant policies. 

Key Responsibilities 

Under the overall direction of the relevant line manager, the Temporary Clerical Officer’s key duties and responsibilities include:

• Provide accurate information and assistance to customers regarding EPAs based on the Assisted Decision Making (Capacity) Act 2015 (as amended).  
• Provide accurate information and assistance to persons regarding setting up MyDSS portal accounts and completing the Identity verification process.  
• Guide customers through the EPA application process on the MyDSS portal, ensuring they understand each step leading to a complete submitted application. 
• Respond to inbound inquiries via phone and email, offering basic technical support and troubleshooting for issues related to the MyDSS portal. 
• Document all customer interactions in the CRM system, ensuring accurate and thorough records. 
• Assist in reviewing and improving the usability of the MyDSS portal and decisionsupportservice.ie, providing feedback and suggestions based on interactions with users. 
• Support development of training materials for new contact centre staff on the EPA process, technical support procedures, and compliance requirements. 
• Maintain up-to-date knowledge of EPA requirements, MyDSS portal updates, and internal processes. 
• Achieve personal and team performance goals, contributing to the overall success of the EPA helpdesk and wider information services team.
• Any other duties that are deemed appropriate by the line manager.

Essential Requirements 

The candidate must possess, by the closing date, the following

• Education qualification of Level 6 or higher on the National Framework of Qualifications.
• Previous experience in a clerical, customer service or contact centre role.
• Demonstrable computer skills.
• The necessary or essential competencies to carry out the role as outlined below.

Desirable Requirements 

The following criteria are considered desirable for the post: 

• Understanding of mental health and / or mental health services.
• Familiarity with CRM systems.
• Knowledge of the Assisted Decision Making (Capacity) Act 2015.