MHCEX17 – Complaints and Investigations Manager – DSS Campaign

  • Location: Dublin 4, Dublin
  • Type: Project
  • Job #39335

Complaints and Investigations Manager – Permanent – Mental Health Commission

Osborne are delighted to be partnering with the Mental Health Commission in the recruitment of a Complaints and Investigations Manager – DSS for a full time, permanent position. For details of this position and information on how to apply please see details below:

How to apply:
To apply for this role candidates must submit the relevant, signed and completed application form to [email protected]
You can find the information booklet and application form at   

**CV’s will not be accepted as an application**

The Organisation
The MHC is an independent statutory body established in April 2002 under the provisions of the Mental Health Act 2001 (“the 2001 Act”). The principal functions of the MHC, as specified in the 2001 Act, are to promote, encourage and foster the establishment and maintenance of high standards and good practices in the delivery of mental health services and to take all reasonable steps to protect the interests of persons detained in approved centres. The MHC is also empowered to undertake such activities, as it deems appropriate to foster and promote these standards and practices. 

The Assisted Decision-Making (Capacity) Act 2015 (“2015 Act”) provides for the establishment of the Decision Support Service (“DSS”) within the Mental Health Commission (“MHC”) as part of a new legal framework that reforms the law in relation to the treatment of people who require or who may shortly require assistance exercising their decision-making capacity. 

The core business functions of the DSS include: 

  • Registration of decision support arrangements;
  • Consideration of objections to registration of decision support arrangements;
  • Supervision and monitoring of decision supporters;
  • Consideration of requests to search the Register; 
  • Establishment and maintenance of expert panels; 
  • Review and Investigation of complaints about appointed decision supporters/decision support arrangements; 
  • Query management and information services; 
  • Recognition of international decision support arrangements. 

In addition, the Director of the DSS has a number of general functions, including providing information and promoting public awareness of the Act and services provided by the DSS

The Role
The DSS Complaints and Investigations Manager is a key management position and reports directly to the Head of Complaints and Investigations. The successful candidate will support the Head of Complaints and Investigations in applying the provisions of the Assisted Decision-Making (Capacity) Act 2015 and the DSS complaints procedures in the investigation of complaints. The Complaints and Investigations Manager will be expected to make a significant contribution to the:

  • management of complaints, including effective case throughput; 
  • implementation of the internal review process; and 
  • ongoing review of established complaints procedures and operational policies.

Key Responsibilities
The primary responsibilities of the DSS Complaints and Investigations Manager will be to execute and oversee the following: 

  • Management of the day-to-day operational activities; 
  • Contributing to the development of the division Business Plan; 
  • Evaluating complex information and critically evaluating its meaning and relevance; 
  • Leading and contributing to key organisational projects; 
  • Research, review and development of policies, procedures, standards, guidance or equivalent; 
  • Contributing to the effective management of the team’s workload within tight statutory deadlines; 
  • Assessing training needs of staff in the team; 
  • Meeting defined performance targets for self and his/her team with clear accountability for results; 
  • Managing staff and performance through the Performance Management and Development System (PMDS);
  • Developing strong working relationships with key stakeholders and contributing to the achievement of divisional aims and objectives; 
  • Representing the team/division at internal and external meetings as required; 
  • Maintaining confidentiality of all documentation and information; 
  • Supporting the Head of Function in the delivery of the Complaints and Investigation Unit’s business goals; 
  • Reporting feedback to the Head of Function on operational and staffing matters as they arise; 
  • Assisting in the preparation of material for the website, the DSS Annual Report and any other content relevant to the function as required; 
  • Any other duties that may be assigned from time to time relevant to the role.

This list is not exhaustive but serves to reflect the nature of the duties included in the role. Given the nature of the organisation and the need to respond to change on an ongoing basis, the role is subject to change over time.  

Essential Requirements
Candidate must possess, by the closing date, the following:

  • A third level qualification to Bachelor’s degree level (NFQ Level 7 on the Irish National Framework of Qualifications); 
  • A minimum of 2 years relevant work experience of which at least 1 year must relate to complaint handling and case management; 
  • Demonstrated experience of leading teams; 
  • The requisite competencies to carry out the role as outlined in the candidate booklet

Please find the information booklet pertaining to the position and a link to the relevant application form at 

All interested parties must complete the relevant application form and submit to [email protected]. Only candidates who complete the application forms will be considered within the remit of this competition.

Closing Date/Deadline
Complaints and Investigations Manager (DSS) Deadline for application: Please note latest receipt for applications is strictly on or before 5pm on 27th November 2023. Incomplete applications, postal applications or CV’s will not be accepted. Any applications received after the closing date and time will not be considered.

An acknowledgement email will be issued for all applications received. If you do not receive acknowledgement of your application within two working days of submission, please contact Osborne Recruitment at [email protected] to ensure your application has been received.