Irish Examiner - Feelgood - - Health -

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 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”

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