Client Services Administrator

We wish to recruit a part-time (mornings/flexible) Client Services Administrator. The successful candidate will work as part of a supportive team, with great opportunities for learning and development.

We are looking for someone who will be the first point of contact for current and potential clients.  They should have excellent customer service, communication, and administration skills.

They will:

  • Be the first point of contact on all incoming calls, recording and updating leads and contact information.
  • Under the direction of the Office Manager, administrate the Enclude TechSoup programmes including-
  • Registration and validation of non-profits.
  • Advising callers of all products available to them from TechSoup and supporting them in selecting the correct product choices and offers.
  • Responding to all queries.
  • Validation of non-profits.
  • Administer the Microsoft CSP Programme.
  • Provide PA Assistance to the Management Team.
  • Manage the multiple company email addresses and respond promptly to all emails.
  • Perform general office duties, including-
    • Managing all incoming post.
    • Provide administrative support to other Enclude staff.

Candidates should be able to work well as part of a team, and should have-

  • Strong customer focus with excellent communication skills.
  • Experience with updating databases or CRMs.
  • Experience in and affinity with the non-profit sector.
  • Be a strong team player.
  • Good attention to detail.
  • CRM, Microsoft365, website and helpdesk experience.

Applications should be made by emailing info@enclude.ie, attaching an updated Curriculum Vitae.

Closing date for applications is 24th March 2022

Enclude is an Equal Opportunities Employer

Tender for eSAFE Project Evaluation

1. Overview

Enclude in-partnership with Safe Ireland and Quality Matters are seeking a suitably qualified consultant or researcher to evaluate the implementation of a customised Salesforce system (eSAFE) for 18 domestic violence services in Ireland

2. Project Background

In 2020, Enclude, in-partnership with Safe Ireland, Quality Matters and 18 domestic violence services developed and began implementation of eSAFE – a customised Salesforce system for Irish domestic violence services. The aim of the project is to develop a client relationship management (CRM) system to facilitate streamlining and work-related processes and data management within domestic violence services, as well as to provide high quality data to inform ongoing service development and national policy.

The system has been developed in-line with key principles of domestic violence service provisions, so that eSAFE is women and child centred and promotes confidentiality, safety and improved working processes in services.

Following a successful pilot and testing of the CRM in 2020, the eSAFE system is currently being rolled out to 18 domestic violence services in Ireland. This rollout involves training and the provision of on-going technical support, as well preliminary evaluation work.

3. Background on Project Evaluation 

An evaluation framework and a set of research instruments (e.g., online surveys) were developed by Quality Matters, an Irish research charity, with input and approval by Enclude and Safe Ireland. For the initial six months of this project, Quality Matters was the agency responsible for data collection and preparing a mid-point report summarising findings and feedback from the domestic violence services involved in the project so far.

In this framework, data is being gathered from managers and staff at three points to assess the effectiveness of the system and to measure outcomes across the implementation period. The three points are:

  1. A baseline survey to gather a baseline scores from participants (e.g., pre-test scores) relating to identified outcomes and feedback upon after receiving training on the eSAFE system;
  2. A mid-point survey to gather scores from participants on outcomes after one month post-implementation;
  3. An end-point survey to gather endline scores from participants (e.g, post-test scores) after four to six months post-implementation;
  4. A file analysis to assess system usage, fidelity and other factors.

While Quality Matters was responsible for analysing data and developing a mid-point report, Enclude would like to hire an external evaluator to complete the final project evaluation to ensure objectivity, given Quality Matter’s role in the development of the eSafe system and implementation process.

3. Objectives of the Project Evaluation

Enclude would like to engage an external evaluator to:

  • Undertake an analysis of the dataset, comparing scores at the mid and end points, to assess the effectiveness of the system and demonstrate whether managers and staff did (or did not) experience outcomes using the eSAFE system;
  • Undertake a thematic analysis of qualitative data gathered from the online surveys on the benefit of the eSAFE system and ways to further support services with on-going implementation or improving adoption;
  • Develop a focus group schedule for managers and workers to gather reflections on findings arising from the analysis;
  • Undertake four focus groups with staff and managers to validate findings from the analysis and reflections used to develop potential recommendations for improving the eSAFE system;
  • Develop a final project evaluation report and recommendations for improving the eSAFE system, which presents findings in a clear, readable way, and is prepared to a publishable standard.

4. Methodology

We expect that the methodology will include a combination of desktop work, as well as facilitating focus groups with managers and workers from eSAFE Domestic Violence services.

Additionally, the external evaluator will be provided with access to data gathered at the three points of the evaluation process and the mid-point report prepared by Quality Matters, when completed.

5. Consultant Specifications

The person or people hired to undertake this project should possess the following qualifications and skills:

  • Past experience conducting similar evaluations of projects through a demonstration of past work or evaluation reports;
  • Past research experience undertaking focus groups and/or interviews with participants;
  • Demonstrate an understanding of the work of domestic violence services and/or community and voluntary organisations in Ireland;
  • Strong report writing and communication skills;
  • Strong relationship management skills;
  • Ability to work to an agreed timeframe and deadlines;
  • (Optional) Understanding of and experience with using Salesforce would be an asset

 6. Timeframe

The work should commence in April 2022 and be completed by November 2022.

7. Budget Available

The total budget for this work is up to €5,100 (inclusive of VAT). The Consultant will be responsible for all tax, VAT and other associated liabilities.

8. Tender Process

To apply, please submit a tender document outlining the following information:

  • Description of proposed methodology and approach
  • Detailed breakdown of cost and timeline
  • Details of relevant experience
  • Copy of CV of any persons involved
  • Examples of previous work and contact details for two referees

Also, confirmation of valid tax clearance certificate and public liability insurance must be included with the tender.

9. Assessment of Tenders

Each tender submitted by the deadline will be assessed on the basis of:

  • Demonstrated knowledge and understanding of the brief
  • Proven track record
  • Experience in relevant methodologies
  • Knowledge of and experience working with domestic violence services and/or community and voluntary organisations in Ireland;
  • Cost

10. How to Apply?

Tenders should be submitted to info@enclude.ie by the close of business on 18th February 2022. Interviews may be held with potential candidates during the week commencing 21st February 2022.

If you have any questions, please feel free to contact eSafe Programme Manager, Dorota Górecka-O’Connor dorota.oconnor@enclude.ie by email before 17th February 2022.

Enclude Board Members

Professor Lucy Hederman – Chairperson

Mr. Alan Sweeney

Mr. Ivo Meekel

Mr. Graham Brocklesby

Mr. Tom Slevin

 

Dariusz Hanuszewicz

Trainee Consultant

Dariusz’s first contact with Enclude was a six-month internship while studying Computing at National College of Ireland. During that time Dariusz was mainly fulfilling role of Trainee System Administrator, while learning many aspects of work in Not for Profit IT organisation. After finishing college Dariusz decided to come back to the company and take up a role of Trainee Consultant in Enclude Support Team. Dariusz has digital multimedia and graphic design background, as well as technical knowledge and experience in networking and systems maintenance.

Eamon Stack

Eamon Stack - CEO

Founder and Former CEO

Eamon Stack is a software engineer with 30 years of development experience in the charity sector. In 2006 he co-founded ENCLUDE as he felt strongly about reducing the digital divide that was apparent in Irish society. Since then, he has helped hundreds of charities achieve their mission.

Patricia Higgins

Patricia Higgins - Programme Manager

Patricia Higgins is an Economics Graduate, with a M.A. in Non-Profit Management. She previously undertook System Analysis while working as a Management Consultant, before moving into the charity sector. Since then, she has gained 15 years’ experience in a variety of leadership roles, including National Youth Coordinator for Edmund Rice Centre and Manager of Canal Communities Intercultural Centre. She has also lectured in Non-Profit Economics at a Master’s degree level.

Easing the burden of Admin for Community Workers – Enclude join in the debate

Easing the burden of Admin for Community Workers– Enclude join in the debate

Changing Ireland published a cartoon, on page 13, of recent edition, entitled ‘ Community Work sometimes involves a little admin’ .  The cartoon shows a worker spending years completing admin for the SICAP ( Social Inclusion and Activation Programme).

We in Enclude passionately believe it doesn’t have to be like that. Here is response, printed in subsequent edition, from Eamon Stack, CEO of Enclude

We in ‘Enclude’ were struck by the cartoon in the last edition of ‘Changing Ireland’ which showed a community worker toiling endlessly in front of a computer screen to address the reporting needs of funders. It doesn’t have to be so! ‘Enclude’ is currently working with partnership companies in Dublin to design an information management system that will remove some of the drudgery they are experiencing at present. The system will:

• Manage their interactions with people they serve through the Social Inclusion and Community Activation Programme (SICAP);

• Assist with reporting to IRIS (a system used by community workers nationwide involved in SICAP);

• Track interventions made that are not currently recognised by SICAP categories.

In the past we’ve done similar work in the addiction services area, working with the HSE and projects to develop custom-made client care and staff management system. A recent evaluation conducted with the addiction services shows that the system is helping them to generate savings in staff and management time – by cutting out duplication and reducing time spent on administration – worth almost €50,000 per year on average (or 285 working days per year). Addiction services reported that they also saved 89 working days of managers’ and administrators’ working time each year. There was also an annual saving of €18,000 on software licences.

The new system also helped to improve the quality of data available to manage interactions with clients as well as the data available to meet funders’ reporting requirements. Lisa Gavillet, Development Worker with the North Eastern Regional Drugs Task Force told us that: “Our eCASS system has given us a way to record and report on actual contact time, outcomes and progression of clients from a service perspective. This then feeds into a larger statistical gathering exercise providing timely and relevant information to funders and policy makers.”

Turas – Their experience with Enclude

The Canal Communities Training Programme, aka TURAS, is a rehabilitative education and training programme for stabilised drug users. Trevor Keogh, manager, said Enclude’s ‘eCASS’ system helped them support their people to engage more effectively with their care plans and with getting into, or back to, work. “This has really supported client engagement. For example, because of eCASS, clients can now move between addiction services with much greater ease, and staff changes in our own service generate much less disruption than they did previously,” said Trevor. There are benefits for staff too

who have less paperwork to do than before. TURAS operates as a Community Employment Scheme funded and supported by The Dept. of Social Protection, the HSE, the local Education & Training Board and the Canal Communities Local Drugs Task Force.