Job Title Service Coordinator (Open Access Services / Community Engagement)

Objective The direct delivery and coordination of services to clients in Open Access and oversight of the Community Engagement Team (CET) to ensure safe, effective support to the local community and stakeholders.

Reporting to Deputy Head of Operations

Place of Work Open Access 

Working Hours Full time (37.5 hours per week)

Contract: Permanent (following 6-month probationary period)

 

Role Summary

 The Open Access Services at Merchants Quay Ireland provide a comprehensive one-stop service addressing the critical daytime needs of individuals experiencing homelessness and those using drugs. This role is key to ensuring high-quality delivery across Homelessness, Harm Reduction, and Community Engagement teams.

In addition to overseeing day-to-day Open Access operations, the postholder will also coordinate the Community Engagement Team (CET), ensuring strong community relationships, rapid responses to concerns, and proactive engagement with local residents, businesses, schools, and stakeholders in the vicinity of the Riverbank service.

Your leadership will ensure that services operate safely, consistently, and in alignment with national quality standards, while driving continuous improvement across all operational areas.

 

Main Responsibilities

1. Service Delivery

  • Hold operational responsibility for designated Open Access services, ensuring efficient delivery aligned with national and organisational quality standards.

  • Develop, implement, and regularly review clear policies and procedures to support consistent, high-quality service delivery.

  • Lead the implementation of national quality standards and coordinate regular audits to ensure full compliance.

  • Ensure that clients’ practical needs are met through effective coordination of staff, resources, and service pathways.

  • Build and maintain strong working relationships with external agencies to support integrated and collaborative service delivery.

  • Oversee client assessments and ensure that support plans are developed, reviewed, and monitored to track progress and outcomes.

  • Participate in service evaluations, identifying gaps or areas for improvement and implementing responsive changes.

  • Maintain accurate, timely, and confidential records of client interactions, ensuring compliance with data protection standards.

  • Prepare and submit monthly, quarterly, and ad hoc reports to support monitoring, planning, and service development.

2. Community Engagement Responsibilities (CET Coordination)

  • Coordinate and manage responses to community concerns, including drug-related litter, anti-social behaviour, public drug use, and rough sleeping in the surrounding area.

  • Provide strong leadership and direction to the Community Engagement Team, ensuring a visible, consistent, and proactive presence within the community.

  • Support the CET to build and sustain constructive relationships with local residents, businesses, schools, churches, and other key stakeholders.

  • Ensure timely communication, follow-up, and documentation of community issues and actions taken.

  • Maintain and expand partnerships with relevant external organisations, including UISCE, to strengthen outreach and engagement efforts.

  • Support the team in responding safely and effectively to overdoses and other emerging incidents in the locality.

  • Oversee CET rotas, ensuring appropriate staffing levels across operating hours and preparing for future expansion to a 7-day service.

  • Ensure the CET receives appropriate training and professional development consistent with their roles and responsibilities.

  • Collaborate with HSE Social Inclusion and contribute to environmental health initiatives, such as syringe-mapping and tracking projects.

  • Drive continuous improvement across community engagement activities, ensuring high standards of safety, professionalism, and service responsiveness.

3. Staffing

  • Provide clear leadership, supervision, and support to all staff, enabling them to deliver services in line with policies, procedures, and quality standards.

  • Oversee staff induction, ongoing training, and performance management in line with service needs and national quality frameworks.

  • Identify training and development needs and support staff in achieving agreed professional development goals.

  • Ensure volunteers and student placements are fully supported, integrated, and adding value to service delivery.

  • Participate in recruitment processes and workforce planning to ensure appropriate staffing levels and skill mix across the service.

  • Foster a collaborative, inclusive, and supportive team culture, aligned with the organisation’s ethos and commitment to high-quality care.

4. Building and Environment

  • Ensure full compliance with health and safety requirements through regular inspections, risk assessments, and prompt implementation of corrective actions.

  • Maintain the building and facilities to a high standard, ensuring all equipment is appropriately monitored, serviced, and managed.

  • Review and implement action plans arising from health and safety audits, risk assessments, and external inspections.

5. Teamwork and Service Integration

  • Promote strong communication and teamwork across Open Access and CET services, ensuring consistent implementation of policies and procedures.

  • Ensure team adherence to Service Level Agreements (SLAs) and support high standards of delivery across all operational areas.

  • Encourage a culture of continuous improvement by regularly reviewing practices, encouraging reflection, and implementing improvements.

  • Lead the team in applying policies and procedures aligned with national quality standards, emerging best practice, and organisational priorities.

6. General Responsibilities

  • Stay informed of relevant legislation, national standards, and best practice relating to homelessness, harm reduction, and community engagement.

  • Work collaboratively with senior management to ensure strategic goals and operational targets are met.

  • Maintain up-to-date and accurate client and service records, ensuring effective use of CRM and all administrative systems.

  • Represent the service at internal and external meetings, contributing to discussions on quality, policy development, and service improvement.

  • Ensure all staff adhere to organisational policies, including health and safety, HR requirements, and confidentiality obligations.

  • Participate in professional development, training, and organisational initiatives as required.


These duties are a guide to the general range of responsibilities and are neither definitive nor restrictive. From time-to-time, the post-holder may need to undertake other duties commensurate with the post, as designated by the Deputy Head of Operations - Dublin.

 

Person Profile

Merchant’s Quay Ireland (MQI) is seeking an experienced and dynamic leader to coordinate and lead the services in Open Access. The successful candidate will be highly organized and capable of running an effective service, with a key focus on writing, reviewing, and implementing local procedures that align with national quality standards. This role requires an individual who can drive continuous service improvement and ensure that policies are consistently followed to provide the highest quality care.

We are looking for candidates who have experience managing teams within a low-threshold harm reduction context and who have a strong social conscience, with a genuine passion for making a difference in this field. If you meet these criteria and are motivated to have a meaningful impact, we encourage you to apply.



Core Competencies and Skills Summary

Minimum of 2 years’ experience supervising and managing a team in a community, addiction service or similar setting (or equivalent, part-time)


Third Level qualification in a social care or related discipline (e.g., psychology, healthcare, youth work, community development, etc.)


An understanding of the complex issues relating to homelessness, mental health and substance misuse



Proven ability to draft, review, and implement clear policies and procedures, ensuring they align with national standards, regulatory requirements, and best practices in the field of service delivery (e.g., homelessness, harm reduction, and social care).

           


Strong attention to details when developing and reviewing policies and procedures, ensuring that all aspects of service delivery are addressed in a clear and structured manner.


Ability to develop and implement monitoring systems that assess the effectiveness of policies and procedures, ensuring they lead to improved service outcomes and client satisfaction

 

Excellent leadership and decision-making skills with the ability to motivate and inspire teams

 

Strong decision-making skills


Exceptional communication, interpersonal and leaderships skills

 

Exceptional relationship building skills and an ability to build positive relationships with a diverse range of internal and external services and stakeholders

 

Strong passion for MQI’s mission and vision


Remuneration

A competitive salary commensurate with experience is offered for this role.

 

Non-pay Related Benefits

  • Fulfilling and challenging environment

  • Sick Pay Scheme (following probationary period)

  • Minimum 23 days Annual Leave

  • Defined Contribution Pension Scheme (after probationary period)

  • Death In Service Benefit (from commencement of employment)

  • Line Management Supervision

  • Learning and Development programme

  • Paid Family Leave (Maternity, Paternity, Adoptive, Force Majeure and Compassionate Leave)

  • Educational Assistance (Study and Examination Leave, scholarship foundation)

  • Employee Assistance Programme (EAP)

  • Health & Wellness Programme

 

 

Merchants Quay Ireland is an equal opportunities employer who believe that diversity is a strength in the workplace. We therefore welcome applications from suitably qualified candidates, irrespective of gender, disability, marital or parental status, racial, ethnic or social origin, colour, belief, religion or sexual orientation.


If you are interested in applying for this position, please click the link to apply by the 5th of January 2025 https://merchants-quay-ireland.hirehive.com/service-coordinator-dublin-ZhAi3A

 

 

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Do you have a minimum of 1 years experience working in a low threshold environment?
Do you have a minimum of 2 years’ experience supervising and managing a team in a community, addiction service or similar setting (or equivalent, part-time) ?
Do you have a third Level qualification in a social care or related discipline (e.g., psychology, healthcare, youth work, community development, etc.) ?