Information on the Intreo Centre Manager programme delivered by NCI as part of its collaboration with the Department of Social Protection

Intreo Centre Manager Course Overview at NCI Intreo Centre Manager Course Overview at NCI

Course Overview

Description: Intreo Centre Manager

Duration: 9 Days (1 day per week)

NFQ Level: Level 7

Award: 15 Credits SPA

Course Description

Intreo Centre Managers (ICM) manage staff numbers from 6 to 60 depending on Office size. The responsibilities are very broad, including operational / performance and strategic management. 

ICM’s plan, lead and organise efficient provision of income and employability supports, promoting social inclusion and putting clients at the centre of all our operations. This includes continuously developing and improving staff structures & processes to maintain high standards and best practice in frontline service delivery and data management.

Course Content

Module Description
Operations Management Definition, landscape, strategic importance of OM in creating value & achieving corporate objectives through management of the total supply-chain. 
Communications Metacommunication & paralanguage
Customer Service What is good customer service? 
Performance Management & Measurement Models & approaches to managing &measuring performance
Working with People The importance of human behaviour & culture in the workplace
Planning & Operations Developing progressive quality standards & dealing with critical failure recovery
Change Management Introduction to strategic change
Quality Systems Process Design, Management & Control
Digital Skills How can AI/Tech be used to manage & engage the customer?
DSP Specific Workshops DSP OGCIO, DSP Public Service Transformation 2030, DSP Strategic Plans, DSP Ethics Equality Diversity Case Studies, DSP Natural justice

Learning Outcomes

Graduates of this programme will be able to:

  • Demonstrate up to date specialist knowledge of all aspects of their role and develop detailed knowledge of how this interfaces with other roles within the DSP suite 
  • Demonstrate detailed understanding of the legal and policy context under which the Intreo Office operates and an ability to integrate knowledge from a range of subject areas and analyse information from a variety of contexts 
  • Demonstrate an integrated understanding of the processes and systems within their role including quality assurance risk assessment and control of fraud and abuse 
  • Demonstrate a developed and integrated knowledge of HRM policies and recognition of how business functions interrelate and are integrated into best practice on staff management 
  • Demonstrate ability to integrate knowledge from a range of subject areas and analyse information from a variety of contexts taking responsibility for decision making whilst balancing responsibilities towards service users, staff and social protection schemes.

Course Assessment

The assessment for this programme consists of two assignments. 

Summative Assessment Assignment 1: Case Study - 80% 

Assignment 2: Process Mapping - 20% 

How to Apply
If you are interested in learning more about this programme or wish to apply, please contact Nicola Horgan, Programme Director, for further information.