Grade VII – Manager of Navan Road Contact and Support Centre

The initial vacancy is in National Adoption Service – Navan Road Dublin 15.
 Salary:  See Description for Details
Other   Permanent
Closing Date: 27/03/2023 Closing Time: 12:00
Recruitment start: 09/03/2023


Job Summary

The Child and Family Agency was established on 1st January 2014 and is responsible for a range of statutory functions including provision of child protection, alternative care, specified regulatory services and a range of family support services.  The Agency has commenced a major improvement programme with significant focus on Practice, Culture and Structure.


The Agency currently has responsibility for a budget in excess of €800m and delivers its services through circa 5,000 people in 350 locations across the Country.


The Child and Family Agency has responsibility for the following range of services:

  • Child Protection and Welfare
  • Family Support
  • Alternative Care
  • Adoption
  • Tusla Education Support Services (TESS)
  • Domestic Sexual and Gender Based Violence (DSGBV)
  • Children’s Service Regulation
  • Counselling and Therapeutic Supports


Further information is available on www.tusla.ie


Purpose of Role: The purpose of this post is to effectively support the work of the Area Manager/Senior Manager in all matters pertaining to Child and Family Services within the Service Area.

Job Objectives

Main Duties and Responsibilities

  • To manage the National Contact and Support centre and staff team in line with the National Birth information and tracing team
  • To work in conjunction with the various services within the area with a view to facilitating good communication and understanding the respective roles.
  • To manage the National Adoption records within the contact and support centre hub in line with Tusla record management policies and procedures.
  • To work in collaboration with the Tusla Information Management Office on the digitisation plan for BIT Records.
  • To contribute to Risk Management and Service Improvement Oversight Committee.
  • Provide a high level of support as required to the National Birth information and tracing intake and information manager and liaise with all regional areas within Adoption Services.
  • To help establish and maintain links between TUSLA and key external stakeholders to support service delivery.
  • To manage, support and maintain the national Adoption ICT and Call centre systems in place within the contact and support centre team.
  • To provide and maintain statistical data/metrics in relation to the systems and work within the contact and support centre.
  • To support the National Birth information and tracing manager in their lead roles across the service area nationally, which includes setting and delivering strategic objectives as required.
  • Promote and participate in the implementation of any change management programme.
  • Responsible for day-to-day management/ overseeing of contact centre administrative contact support team.
  • Management of Capital and Minor projects and maintenance of premises in conjunction with Estates and service managers.
  • Provide support to the contact and support centre regarding Estates, ICT, Procurement and Capital Developments as required.
  • Assist in the management and have oversight of the area’s compliance with Health and Safety Legislation.
  • To create a positive working environment, which contributes to maintaining and enhancing effective working relationships.
  • Undertake projects as delegated by the National Manager of Adoption Services
  • Assist in the development, implementation, and monitoring of service plans.
  • Keep up to date with policy and legislative developments relevant to the post.


Education & Training

  • Maintain standards of practice and levels of professional knowledge by participating in continuous professional development initiatives and attendance at courses as appropriate.
  • Engage in career and professional development planning.
  • Oversee the provision of a framework for the promotion of staff development and training by making recommendations with regard to the ongoing education, mentoring, training and in-service needs of the adoption Birth information and tracing service.


Human Resources

  • Ensure policies and procedures are well documented and understood by staff within your section who are assigned to you.
  • Support the preparation and issuing of office documentation (correspondence, reports etc) to the highest possible standard by monitoring and reviewing team work to ensure quality and accuracy.
  • To promote a culture that values diversity and respect in the workplace.
  • To provide assist with leadership and motivation conducive to good staff relations and work performance.
  • Where appropriate establish and maintain records of attendance, statistical information, annual returns, and any other information as may be requested.
  • Work as part of a team and to ensure that all members are treated with dignity and respect.
  • Participate in the recruitment, retention and development of staff including training and continual assessment.


Health & Safety

  • Comply with and contribute to the development of policies, procedures, guidelines and safe professional practice and adhere to relevant legislation, regulations and standards.
  • Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards as they apply to the service for example National Standards for Child Protection and Care and comply with associated Tusla – Child and Family Agency protocols for implementing and maintaining these standards as appropriate to the role
  • To support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.


The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office. 


Please refer to the Candidate Information pack attached to this campaign for full and further detail.


Skills Required

Applicants must by the closing date of application have the following:

  • Be currently in employment with Tusla – Child and Family Agency, the HSE or within other statutory health agencies, or a body which provides services on behalf of the HSE under Section 38/39 of the Health Act 2004 or within a body that provides services on behalf of Tusla under Section 56 or Section 59 of the Child and Family Act 2013.
  • Have at least 2 years’ administrative experience in a designated office within the services mentioned above.
  • Have at least 3 years’ management experience – managing staff, budgets and general administration.
  • Possess sufficient administrative capacity to discharge the functions of the role.



A candidate for and any person holding the office must be fully competent and capable of undertaking the duties attached to the office and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.



Each candidate for and any person holding the office must be of good character.

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