Olivia Walsh, operations supervisor, HSE Live
7am I’m the early bird, so it’s down to me to rouse the four children, prepare breakfast, get them out to school and college, feed the dog, and put the laundry out. My eldest son heads to college. I drop the two girls to secondary school and my youngest son to primary, unless the weather is good and he cycles.
9am Lucky for me my work commute is seven minutes door to door. My job is a relatively new position and involves running a busy contact centre dealing with queries from the public about the health services. It can be tricky for people to navigate their way around, so our role is to help them. I work closely with my team leader and analytical supervisor to ensure all our systems are operating properly and that all staff are logged in and we have no technical issues. That way, we’re able to deal with queries from the public quickly and effectively.
10am I monitor the systems to check incoming calls and emails, as well as our Live WebChat. I dip in and out of the webchat if queues start to build to keep our service running at optimal level, We deal with about 485 people every day, answering questions on the phone, on
Live WebChat, on HSE.ie or via email or Twitter if they prefer. We get all sorts of queries from ‘Where’s my local health office?’ to ‘How can I get a particular scheme or entitlement?’ to ‘Can you help me with my mother’s Fair Deal application process?’
12pm I get down to dealing with HR and general operational issues — roster changes, holidays, the clocking in system, anomaly checks and emails. The late shift starts at midday so I check in with the afternoon staff to make sure everything is on track.
1:30pm Grab a quick lunch.
2pm Schedule one-to-one catch ups with staff to discuss any general issues they may have and find out what we need to do to maintain our high customer satisfaction rating.
4pm Live chat can get busy at this time of the day so I’ll work with the team to make sure we have everything covered up until our 8pm finish.
5pm Generally time to head home and begin the taxi service — school collections and after-school activities, in between getting the dinner.
“We deal with about 485 people every day”