The Department has a programme of training and development for its staff to ensure they are in a position to deliver a quality service to its customers. The Department's central training section, Staff Development Unit provide a large number of training initiatives for staff who interact with the public. Among these are courses such as: Customer Service training; Dealing with Difficult Customers; Effective Communication with Speakers of other languages; Effective Writing training; Telephone Skills training; Assertiveness Skills; Service through Irish language training.
There is also an extensive management training programme which includes, among others, Customer service training modules. The training unit also provides a number of awareness interventions, including Disability, Diversity, Mental Health and Stress Awareness Training. In addition, a number of intensive training programmes are provided to specialist staff such as Social Welfare Inspectors, Jobs Facilitators and Information Officers who interact with customers on a regular basis. Regular updates on changes and improvements to schemes and services are also provided. To complement formal training courses, ongoing staff coaching and on-the-job training is also provided for front-line staff in the whole area of customer service through a network of regional and local office trainers.
The Performance Management and Development System, in which all managers and staff participate, provides the source from which individuals' training and development needs are identified. Individualised training and development plans are agreed between managers and staff during performance assessment meetings. Staff development is monitored on an ongoing basis during the year and additional support is provided where a need is identified. The Department has published its Customer Charter where it clearly outlines our commitments and objectives in the whole area of customer service. All our offices clearly display posters, and have information available regarding our continued commitment to a quality customer service, while we also have a Customers Comments and Complaints Procedure in place in all public offices, which is regularly monitored and reviewed by local management.
The Department is also a member of the Interdepartmental Quality Customer Service group — a group under the aegis of the Department of the Taoiseach.