JOB DESCRIPTION

Job Title:Service coordinator (Open Access Services)

Objective:The direct delivery of services to clients in the Open

Reporting to:Deputy Head of Operations

Place of Work:Open Access, Riverbank House, Dublin 8

Working Hours:Full time (37.5 hours per week)

Contract:Contract of Indefinite Duration (following 6-month probationary period)

Role Summary

The Open Access Services at Merchants Quay Ireland serve as a comprehensive, one-stop resource addressing the critical daytime needs of individuals experiencing homelessness and those using drugs. This role is integral in providing strong leadership, establishing and implementing clear policies and procedures, and ensuring that all services comply with national quality standards across the Homelessness and Harm Reduction teams.

As the Service Coordinator, you will be responsible for the day-to-day management of operations, overseeing the smooth delivery of services, and ensuring that service standards and best practices are consistently met. Your leadership will drive continuous improvement, ensuring that both the operational and strategic goals of the service are achieved.

Main Responsibilities

1. Service Delivery

• Take operational responsibility for designated services within Open Access, ensuring they are delivered efficiently and in line with quality framework standards.

• Establish clear policies and procedures for the team, ensuring that all service delivery is consistent with these standards.

• Lead the implementation of national quality standards and ensure regular audits of service practices to ensure compliance.

• Ensure the practical needs of clients are met, leveraging the resources and staff available.

• Create and maintain working relationships with local agencies, ensuring collaborative service delivery.

• Oversee client assessment processes and ensure that support plans are created, reviewed, and followed, with regular monitoring of progress.

• Participate in service evaluations, identifying areas for improvement and implementing necessary changes.

• Maintain clear and accurate records of client interactions and service delivery, ensuring data protection and confidentiality.

• Compile and submit reports, including monthly and quarterly updates, and any ad hoc data requests.

2. Staffing

• Provide leadership and supervision to staff, ensuring they have the support needed to implement policies and procedures effectively.

• Ensure staff induction, ongoing training, and performance management aligns with service needs and national standards.

• Assess training and development needs, supporting staff to meet these needs through tailored development plans.

• Ensure that volunteers and student placements are well-supported, contributing to service delivery.

• Collaborate in recruitment and staffing decisions, ensuring that staffing levels and competencies meet the service's operational needs.

• Foster a collaborative team environment that supports the organisation’s ethos and delivers

services to a high standard.

3. The Building and Environment

• Ensure that the health and safety standards are adhered to, conducting regular risk assessments and acting on any corrective measures.

• Ensure the building and facilities are maintained to a high standard and all equipment is properly managed.

• Review and implement action plans based on health and safety audits and risk assessments.

4. Teamwork and Service Integration

• Facilitate teamwork and communication to ensure that policies and procedures are consistently implemented and followed across all service areas.

• Ensure team adherence to Service Level Agreements (SLAs), promoting consistent and effective service delivery.

• Support a culture of continuous improvement and maintain high standards of service within the team, regularly reviewing practices.

• Lead the team in the application of service policies and procedures, ensuring these align with national quality standards and best practices.

5. General Responsibilities

• Stay informed on best practices, legislation, and quality standards relevant to homelessness and harm reduction services.

• Collaborate with senior management to ensure the service’s strategic goals and operational

targets are met.

• Maintain up-to-date client records and ensure the CRM system and other administrative tools are utilised effectively.

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

• Ensure that all staff and team members comply with the organisation’s policies, particularly

regarding health & safety, HR, and confidentiality.

• Participate in professional development activities 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 Service Manager and Deputy Head of Operations – Dublin Day Services.

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 organised 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 Essential 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

€45,659 - €48,216 dependent on experience.

Non-pay Related Benefits

• Fulfilling and challenging environment

• Sick Pay Scheme (following probationary period)

• Minimum 26 days Annual Leave

• Defined Contribution Pension Scheme

• 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

The deadline for applications for this role is Monday 1st June 2026

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.

Service Coordinator - Open Access Services

Benefits

Job Description