The Clinical Service Manager will lead a team of mental health professionals, ensuring safe, compassionate, and effective responses to complex and high-risk presentations, while maintaining oversight of clinical governance and risk management across the service.
Location: Remote
Position Type: 35 hours per week over 5 days Monday to Friday shifts across 8am-4pm, 9am-5pm and 1pm – 9pm On call requirement as per roster/policy
Salary: €61, €61,186.02
The Role:
The Role:
We are looking for a clinically experienced and highly skilled, Clinical Service Manager. The postholder will lead a team of mental health professionals, ensuring safe, compassionate, and effective responses to complex and high-risk presentations, while maintaining oversight of clinical governance and risk management across the service. Reporting directly to the National Service Manager - Helpline and Service Support Team, this role ensures quality in service delivery and consistency in approach. The post holder will also work collaboratively with the Operational Service Manager – Helpline and Service Support Team, who has responsibility for the operational effectiveness of the service.
This role will include, but not be limited to the following:
* Provide direct line management and leadership to the mental health professionals working on the Helpline.
* Work collaboratively with the Operations Service Manager and the Support co-ordinator staff to ensure the smooth and effective running of the service.
* Provide leadership in managing clinical risk across all aspects of the service, including dynamic risk assessment, decision-making in crisis, and escalation protocols.
* Support the oversight and delivery of the service to ensure it operates effectively and in line with agreed KPIs and Service Level Agreements
* Lead the development and implementation of Clinical Policies, guidance and systems, for callhandlers and clinicians to ensure consistency, and quality of service delivery.
* Ensure adherence to safeguarding procedures, and information sharing pathways in high-risk situations.
* Regularly review complex or high-risk cases, offering case consultation and decision support as required.
* Participate and lead in incident reviews, ensuring reflective practice and implementation of learning.
* Work with the National Manager and Operations Service Manager to set and maintain clinical standards for triage, urgency of response, and communication and handover to community/other teams.
* Support staff in making real-time clinical decisions in situations involving risk, safeguarding concerns, and co-occurring conditions etc.
* Provide oversight and clinical input into waiting list management, conducting wait list validation, and ensuring that triage and risk inform decisions.
* Lead clinical review processes for individuals awaiting follow-up, ensuring active monitoring and re-prioritisation where needed.
* Liaise with wider mental health services to support client needs where required.
* Lead recruitment, induction, probation management, performance management and continuous professional development of direct reports in partnership with Operations and HR.
* Provide regular support and reflective practice opportunities for staff, including support for staff managing emotionally complex or distressing calls, and co-ordinate and manage the provision of clinical supervision.
* Ensuring best practices in clinical governance, up to date accreditation/registration and insurance
* Ensure probation and performance management and provide individual management support meetings to direct reports
* Foster a culture of professional curiosity, ethical practice, and psychological safety in decisionmaking.
* Lead service audits focused on clinical and contribute to incident and complaints reporting and governance processes, ensuring findings and recommendations to support service improvement are implemented.
* Ensure robust documentation practices that support accountability and continuity of care.
* Work closely with crisis services, community mental health teams, and other community and voluntary service providers
* Represent the service in system-wide meetings as required
* Work in accordance with Pieta's Policies, Procedures and Guidelines to ensure consistent delivery of services and compliance with legislation including, in the following areas: Health and Safety, GDPR and Child Protection
* Act as the Designated Liaison Person for the service under the Children First Act, overseeing safeguarding and ensuring adherence to legislation and Pieta policies.
* Contribute to the ongoing evaluation and development of the service.
Qualification, Skills & Experience Required:
Qualification, Skills & Experience Required:
* A recognized qualification at a minimum QQI Level 8* in Counselling and/or Psychotherapy. *(A recognised Level 7 in Counselling and / or Psychotherapy obtained pre-2018 along with accreditation will be accepted)
* A minimum of two years of supervisory or management experience
* Proficiency in clinical governance, safeguarding legislation and outcome monitoring
* Excellent communication and interpersonal skills
* Proficient in using Microsoft Office
* Experience of working with a broad cross section of staff and professionals, across agencies/communities
* Experience in managing remote teams
* Experience with databases an advantage (e.g. Salesforce CRM)
Applications for the above should be made through our website attaching a cover letter outlining your particular suitability to the role and an updated C.V.
Closing Date: 20th November 2025
Please Note: Garda Vetting is required of the successful candidate
Pieta is an equal opportunities employer which means we do not discriminate based on age, race, colour, religion, ethnicity, national origin, sex, sexual orientation, or physical/mental disability. We are committed to a diverse and inclusive workplace for all. We offer additional support to those with additional requirements. Please let us know if you require support ahead of your interview.