Community Creations: Head of Training and Quality

Head of Training and Quality

Job Title: Head of Training and Quality
Reporting To: Director of Operations and Clinical Director
Status: Three-year fixed term contract, full-time
Location: Flexible (home and office-based, minimum 3 days office-based)
Salary Scale: €39,000 - €44,000 p.a., starting point on scale dependent on qualifications/experience
Start date: Immediately
Probationary Period: Six months
Benefits: 25 days annual leave (exclusive of public holidays), financial support for further education, 2 days positive mental health leave annually
Hours of Work: 40 hours per week. Core hours are Monday to Friday - however as our services operate 24/7 there is a requirement to be available across some weekends, early mornings, evenings and nights.
To apply: Apply via only; no CVs accepted

About Community Creations

Community Creations is the not-for-profit company behind, Ireland’s award-winning youth information website. supported over 1 million young people in 2018. We are an energetic, dynamic and professional organisation run by young people, for young people, based in the heart of Dublin city.

Our mission to transform lives by improving access to digital resources is built on our strong belief that technology can help improve mental health outcomes in Ireland.

In 2019, Community Creations will establish a new remote active-listening text messaging service to support young people in moments of crisis. We’re putting together a team of passionate professionals to run the service and help young people in every community in Ireland.

About the job

The Head of Training and Quality is responsible for overseeing the training and sourcing of volunteers to provide a crisis active listening service primarily serving young people aged 16-34 over text and instant message. The Head of Training and Quality heads a team of 6 full-time and 10 part-time supervisors, each tasked with monitoring and supervising the trained volunteers providing the service.

The key function of this position will be to work collaboratively with staff and volunteers to ensure the organisation is continually providing a seamless, high-quality and empathetic service to our users, and that volunteers have sufficient training and support to carry out their roles in a highly effective way.

What will I be doing?

The Head of Training and Quality has responsibility for the following areas:

  • Recruiting Volunteers: sourcing, recruiting and onboarding the volunteers who provide the crisis active listening service.
  • Training: overseeing the development and delivery of training necessary for volunteers to develop skills such as (a) overseeing a crisis active listening service for young people, (b) managing crisis interventions when necessary, (c) maintaining an empathetic approach, and (d) understanding the practical necessity of good self-care when providing such a service. The role is focused on continuously developing and retaining volunteers to grow with the organization.
  • Quality Assurance: working with the leadership team, staff, and volunteers to ensure that the service delivers a consistently excellent quality of user experience, meeting defined goals for positive feedback and satisfaction rates, and swiftly adapting practice to respond to shortfalls in expected service quality.
  • Monitoring Volunteer Feedback: acting as a bridge between senior management and volunteers, taking on board their feedback and observations and relaying them back into useful and actionable feedback for management where appropriate.

Who am I?

  • Qualification: A relevant third level qualification or equivalent experience.
  • Recruitment experience: You have relevant experience sourcing and recruiting volunteers for service delivery.
  • Training experience: You have at least two years’ experience developing and providing relevant trainings to employees or volunteers with a focus on trainings that strengthen empathetic responses, effective interventions and calmness under pressure. You are very comfortable delivering training online and remotely on a formal and informal basis, in line with good online training practice.
  • Supervision experience: You have relevant experience overseeing the work of volunteers providing an outward-looking, adaptive, user-focused service. You’re adept at managing people remotely and setting weekly rota assignments. You have experience of managing the performance of specialist support teams and managing large groups of volunteers. Experience with mental health interventions or crisis management would be highly beneficial.
  • Performance-driven: You have experience meeting or exceeding expectations and goals set to deliver a high level of service in a high-volume environment.
  • A born organiser: You’re a natural multitasker, highly organised and detail oriented. You understand how systems work and how to get the most out of them. You have a clear, methodical and rules-based style of working.
  • Experience meeting the needs of young people: You have relevant experience and a good understanding of the major issues surrounding providing a service to young people, including a working knowledge of relevant Child Protection legislation.
  • A strongly empathetic approach: You want to help people and you understand how to do so in an empathetic, person-focused way.
  • Comfortable in the IT space: you have a good working knowledge of IT service delivery and support.
  • A good communicator: You possess excellent interpersonal, oral and written skills.
  • Calm, collected and driven: You move quickly and can take big changes in your stride. You have excellent prioritisation, time management and follow-up skills. You communicate clearly and effectively in meetings and over email. You stay focused and concise, and solve problems quickly and calmly as they arise. You are reflective, empathic and resilient.
  • Flexible: you are flexible in your approach to challenges and can adapt your methods of working to suit a changing situation.

Sounds great, how do I apply?

Application is by online application form only & CVs will not be accepted. Please complete all fields of the application form. Incomplete application forms will not be considered.

To apply please complete the application form here:

Last day for receipt of applications is Sunday, the 24th of March.

Be advised that any offers are subject to reference checks and Garda clearance.

Queries can be directed to

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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 them from time to time.

All staff members are required to obtain Garda clearance as a condition of their initial and continued employment.

Community Creations is an Equal Opportunities Employer.

All documentation received by Community Creations will be processed in accordance with the relevant applicable data protection legislation. The information will only be used in the processing of job applications and for ongoing administrative purposes with job candidates.


Dublin 2 / Home Based

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