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Social Welfare Offices

Dáil Éireann Debate, Tuesday - 9 July 2013

Tuesday, 9 July 2013

Questions (78)

Martin Ferris

Question:

78. Deputy Martin Ferris asked the Minister for Social Protection when the Thomas Street, Dublin 8, Ballyfermot, Dublin 10 and the Bishop's Square social protection offices will be upgraded to Intreo offices; the additional staff training required to facilitate the change; and the progress being made to achieve the required upskilling. [33263/13]

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Written answers

The Office of Public Works is responsible for the provision of the Department’s property requirements, including refurbishment and fit out works. The Intreo roll-out for upgrading accommodation operates on a rolling programme and is heavily weighted towards a significant number of offices completed by the end 2013 and the remainder throughout 2014. Preparations are underway in Ballyfermot and Bishop’s Square and it is expected that these offices will be completed by the end 2013 and during 2014 respectively.

The Department expects to relinquish the lease of the Thomas Street premises and earlier this year the Office of Public Works sought expressions of interest from landlords and their agents for a new premises to service the customers of that office. A number of options have been explored and negotiations have commenced. Given that this is new accommodation and given the scale of the project it is expected to be delivered in 2014. With regard to the rollout of Intreo offices I can advise the Deputy that the first twelve Intreo offices are now live and it is intended to convert a further 31 offices to full Intreo working by the end of this year and to complete the full roll-out to all 63 offices of the Department in 2014. It is to be noted that key elements of the Intreo model are being rolled-out in advance of the physical modification of offices. Personal profiling is already in place in all offices while individual progression planning and the accelerated integrated decision process will be operational in all offices by the end of this year.

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 on-going 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.

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