L8799 Grade V ICT, Grád V

Purpose of the Post

The post will facilitate the introduction and change associated with new IT systems and infrastructure developments and will assist in supporting the existing IT systems and infrastructure developments nationally and within the hospital and community.

Principal Duties and Responsibilities

• The post holder will support the principle that care of the patient comes first at all times and will approach their work with the flexibility and enthusiasm necessary to make this principle a reality for every patient to the greatest possible degree
• Maintain awareness of the primacy of the patient in relation to all hospital activities.
• Performance management systems are part of the role and you will be required to participate in the Group’s performance management programme
• Provide a high quality and efficient patient and client service through the effective deployment and support of ICT systems and applications in Letterkenny University Hospital
• Manage the daily operations of a dedicated, local IT service desk team, ensuring efficient triage and resolution of issues primarily through structured ticket queues rather than high-volume direct phone handling.
• Develop and enforce comprehensive Major Incident Playbooks and conduct rigorous Post-Incident Reviews (PIRs) to ensure continuous learning and system resilience.
• Transform standard IT support into a user-centric clinical and operational support model, applying principles of exceptional service and hospitality to internal technical interactions.

· Develop a full knowledge of all Hospital Information Systems.

• Act as a liaison between all key stakeholders in relation to issue resolution, testing, implementing and supporting system upgrades and new system implementations.

· Performs problem analysis to resolve system or application issues. Performs diagnosis of problems (simple and complex), providing solutions within area of responsibility, and/or through consulting with application and network support team members; coordinates implementation of fixes and enhancements.

· Supervise support teams, responsibilities include assignment and review of work, mentoring and training, and identifying opportunities for staff development.

· Supports users through support desktop support, application support, development of procedures, as well as facilitating and coordinating training and other technical support.

· Support and facilitate video conferences.

· Creates an environment that promotes end-user self-sufficiency.

· Develops project plans, organizes and leads project teams, monitors progress, and evaluates effectiveness.

· Responsibility for ensuring existing and future systems meet business, operational and management needs in line with best practices.

· Maintains security administration processes and ensures that all requests for access and support are dealt with according to agreed procedures. Provides guidance in defining access rights and privileges.

· Investigates data and security breaches in accordance with established procedures and recommends required actions and supports/ follows up to ensure these are implemented as appropriate to the role

· Liaises with Management Information team in relation to data extracts and reports

· Attend / chair meetings when and where appropriate

Human Resources / Supervision of Staff

• Supervise, support and train other staff who may be assigned to the team.
• Supervise and ensure the well-being of staff within own remit.
• Create and maintain a positive working environment among staff members, which contributes to maintaining and enhancing effective working relationships.
• Co‐ordinate, monitor and review the work of the administrative/ support staff.
• Conduct regular staff meetings to keep staff informed and to hear views.
• Identify and agree training and development needs of team and design plan to meet needs.

Project management

• Planning and developing project work-plans with associated resource requirement profile identification, utilising a knowledge of project management methodologies.
• Leading, monitoring and maintaining progress of the project plan/s to ensure delivery of the key stages and goals within the agreed constraints of time, cost and quality.
• Managing third party implementers.

Change Management

• Lead the implementation of change.
• Proactively identify inequities / inefficiencies in service administration and implement solutions to improve service delivery, in line with legislation and benchmarking against best practice structures.
• Embrace change and adapt local work practices accordingly by finding practical ways to make policies work, ensuring team knows how to action changes.
• Encourage and coach the team through the change process.

Standards, regulations, policies, procedures & legislation

• Contribute to the development of policies and procedures for own area.
• Effectively discharge the day-to-day operations, including compliance with HSE Financial regulations and all HSE policies and procedures.
• Assess and analyse compliance with National and EU legislative obligations, and national policies and procedures.
• Ensure accurate attention to detail and consistent adherence to procedures and current standards within area of responsibility.
• Maintain own knowledge of relevant policies, procedures, guidelines and practices to perform the role effectively and to ensure standards are met by own team.
• Maintain own knowledge of relevant regulations and legislation e.g. HSE Financial Regulations, Health & Safety legislation, Employment legislation, FOI Acts etc.
• Pursue continuous professional development in order to develop management expertise and professional knowledge.
• Maintain a broad knowledge of policies and procedures of the organisation.
• Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards and other standards as they apply to the role for example, Standards for Healthcare, National Standards for the Prevention and Control of Healthcare Associated Infections, Hygiene Standards etc. and comply with associated HSE protocols for implementing and maintaining these standards.
• Support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.
• Ensure HSE policies and procedures are enforced within the team.

KPI’s

• The identification and development of Key Performance Indicators (KPIs) which are congruent with the Hospital’s service plan targets.
• The development of Action Plans to address KPI targets.
• Driving and promoting a Performance Management culture.
• In conjunction with line manager assist in the development of a Performance Management system for your profession.
• The management and delivery of KPIs as a routine and core business objective.

PLEASE NOTE THE FOLLOWING GENERAL CONDITIONS:

· Employees must attend fire lectures periodically and must observe fire orders.

· All accidents within the Department must be reported immediately.

· Infection Control Policies must be adhered to.

· In line with the Safety, Health and Welfare at Work Acts 2005 and 2010 all staff must comply with all safety regulations and audits.

· In line with the Public Health (Tobacco) (Amendment) Act 2004, smoking within the Hospital Buildings is not permitted.

· Hospital uniform code must be adhered to.

· Provide information that meets the need of Senior Management.

· To support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.

Risk Management, Infection Control, Hygiene Services and Health & Safety

· The management of Risk, Infection Control, Hygiene Services and Health & Safety is the responsibility of everyone and will be achieved within a progressive, honest and open environment.

· The post holder must be familiar with the necessary education, training and support to enable them to meet this responsibility.

· The post holder has a duty to familiarise themselves with the relevant Organisational Policies, Procedures & Standards and attend training as appropriate in the following areas:

o Continuous Quality Improvement Initiatives

o Document Control Information Management Systems

o Risk Management Strategy and Policies

o Hygiene Related Policies, Procedures and Standards

o Decontamination Code of Practice

o Infection Control Policies

o Safety Statement, Health & Safety Policies and Fire Procedure

o Data Protection and confidentiality Policies

· The post holder is responsible for ensuring that they become familiar with the requirements stated within the Risk Management Strategy and that they comply with the Group’s Risk Management Incident/Near miss reporting Policies and Procedures.

· The post holder is responsible for ensuring that they comply with hygiene services requirements in your area of responsibility. Hygiene Services incorporates environment and facilities, hand hygiene, catering, cleaning, the management of laundry, waste, sharps and equipment.

· The post holder must foster and support a quality improvement culture through-out your area of responsibility in relation to hygiene services.

· The post holders’ responsibility for Quality & Risk Management, Hygiene Services and Health & Safety will be clarified to you in the induction process and by your line manager.

· The post holder must take reasonable care for his or her own actions and the effect that these may have upon the safety of others.

· The post holder must cooperate with management, attend Health & Safety related training and not undertake any task for which they have not been authorised and adequately trained.

· The post holder is required to bring to the attention of a responsible person any perceived shortcoming in our safety arrangements or any defects in work equipment.

· It is the post holder’s responsibility to be aware of and comply with the HSE Health Care Records Management/Integrated Discharge Planning (HCRM / IDP) Code of Practice.

Risk Management, Quality, Health & Safety

· Adequately identifies, assesses, manages and monitors risk within their area of responsibility.

· Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards as they apply to the role for example, Standards for Healthcare, National Standards for the Prevention and Control of Healthcare Associated Infections, Hygiene Standards etc. and comply with associated HSE protocols for implementing and maintaining these standards as appropriate to the role.

· Support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.

Education & Training

· Engage in the HSE performance achievement process in conjunction with your Line Manager and staff as appropriate.

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.