Dáil Éireann Debate, Wednesday - 26 June 2013
137. Deputy Willie O'Dea asked the Minister for Social Protection the amount of money spent on the re-training of Intreo officers in 2012 and to date in 2013; the average length of re-training; if external companies and private contractors were involved in the re-training; if on-going training sessions are available to staff; and if she will make a statement on the matter. [30885/13]
View answerThe Department’s Intreo initiative is being progressively rolled out to its national network of local offices. Key elements of the new service include activation measures such as client profiling, early group engagement and one-to-one meetings which focus on customised employment supports and monitoring of each client’s progress. In addition, an integrated decision-making process leading to quicker decisions and an integrated reception providing a one-stop-shop incorporating all strands of the Department’s employment and income support services are part of the new service.
The Intreo roll-out is being supported by a training and development plan for all offices to equip staff and management to deliver this new service.
The Department’s centralised training section, Staff Development Unit, works in partnership with a dedicated Intreo Project Team and local management to address identified training needs for each Office in preparation for the provision of the new service to customers. All of the training is being developed and delivered by in-house training resources and, to date, there has been no expenditure on external providers for Intreo-related training. Where additional training is required following the introduction of the new service, this is provided on an ongoing basis.
Management and staff are receiving training in a range of areas including decision-making, the habitual residence condition, community welfare service awareness, customer service, change management, non-violent crisis intervention, presentation skills and internal IT systems training. These training programmes range from one half-day session to two weeks in duration.
Former FÁS Employment Service Officers, who joined the Department in January 2012, undertook Adult Guidance and Education training at NUI Maynooth as part of their role-specific development. They continue to use these skills in their daily interaction with customers regarding activation into employment or education.
The Department is currently developing a training course for newly-appointed Case Officers to equip them with the skills necessary to operate in this new role and this may include an external training element.
In addition, the Department is beginning a process to review and redesign its functional training programmes, focusing on the business skills required for key frontline roles in the organisation, with a view to preparing these programmes for future accreditation. A Request For Tender will issue in this regard later this year.
