The Reception Officer & Deputy Office Manager plays a vital role in the smooth day-to-day running of the front office in an IPAS (International Protection Accommodation Services) Centre. This position combines reception duties, resident support, administrative leadership, and deputising for the Office Manager when required.

Working within the framework of HIQA National Standards and a human rights-based approach, the role ensures that residents seeking international protection are welcomed, supported, and provided with safe, compliant, and well-managed accommodation.

Core Responsibilities

1. Day-to-Day Front Office & Administrative Management

• Oversee the daily running of the front office, ensuring efficient reception and administrative operations.
• Act as Deputy Office Manager in the absence of the Manager, taking responsibility for staff coordination, decision-making, and urgent escalations.
• Manage all front desk functions including phone, email, and in-person queries, ensuring professional, prompt, and respectful communication.
• Maintain accurate filing systems (digital and paper) for resident records, incident logs, and correspondence.
• Prepare daily reports for management, including occupancy updates, welfare concerns, and operational issues.

2. Resident Support & Welfare

• Welcome and induct all new residents, ensuring they receive clear information on house rules, policies, and available supports.
• Conduct vulnerability assessments and needs-based screenings to identify residents requiring additional support.
• Provide ongoing welfare support, signposting residents to relevant services such as healthcare, education, legal aid, and community resources.
• Facilitate translation services when required to support effective communication.
• Maintain strict confidentiality in handling resident records, personal data, and sensitive information.

3. Compliance & Record-Keeping

• Ensure admissions and room allocations follow the Room Allocation Policy and are in line with residents’ needs.
• Maintain accurate and up-to-date documentation of all resident interactions, complaints, and incidents.
• Support compliance with IPAS and HIQA standards, ensuring all processes uphold dignity, safety, and human rights.
• Monitor safeguarding concerns and ensure they are escalated in accordance with Child First and Safeguarding Vulnerable Adults policies.

4. Incident & Complaint Handling

• Act as the first point of contact for informal complaints, resolving issues promptly and respectfully.
• Escalate formal complaints in line with IPAS complaints procedures.
• Assist in managing incidents, ensuring accurate logging, reporting, and follow-up actions.
• Support conflict resolution efforts, promoting a safe and respectful living environment.

5. Coordination with Service Providers

• Liaise with external agencies including healthcare providers, social workers, community welfare officers, and legal representatives.
• Facilitate appointments, interventions, and follow-ups for residents with specific needs.
• Assist with resident transfers, ensuring continuity of care and support.

6. Safety & Emergency Response

• Ensure residents are aware of all emergency protocols and fire safety procedures.
• Conduct regular health and safety checks, reporting hazards to management promptly.
• Respond appropriately to medical emergencies, security incidents, or safeguarding concerns.

7. Community Engagement & Wellbeing

• Promote and facilitate integration activities such as language classes, workshops, and community events.
• Provide residents with up-to-date information on local services, activities, and education opportunities.
• Encourage resident participation in wellbeing and self-development initiatives.

Key Skills & Qualifications

• Social Care Degree or equivalent qualification
• Strong knowledge of HIQA National Standards and IPAS operational guidelines
• Excellent interpersonal and communication skills, with the ability to engage effectively with individuals from diverse cultural backgrounds
• Proven ability to manage sensitive and confidential information with discretion
• Knowledge of asylum processes, safeguarding policies, and human rights principles
• Conflict resolution and crisis management skills
• Strong administrative, IT, and record-keeping abilities
• Ability to work effectively under pressure, independently, and as part of a team

To apply please email a CV to andytglenvera@gmail.com