Learn more about the Deciding Officer programme delivered by NCI in collaboration with the Department of Social Protection.

Deciding Officer programme run by NCI in collaboration with Department of Employment Affairs & Social Protection Deciding Officer Course Overview at NCI

Course Overview

Description: Deciding Officer

Duration: 10 Sessions (1 day per week)

NFQ Level: Level 7

Award: 15 Credits SPA

Course Description

A Deciding Officer’s (DO) role involves making independent, unbiased decisions on entitlement to payment of social welfare schemes, based on legislation. On a daily basis a DO will process claims on a case by cases basis, problem solving, interpreting data and applying good decision making. They provide an essential frontline customer service. 

DO’s are expected to analyse new information and apply the changes accordingly. DO’s are increasingly expected to have capacity to change work practices quickly to improve efficiency for customers and work in high pressure environments where their work is closely monitored.

Course Content

Module Description
Ethics Equality & Diversity Define and manage equality & diversity
Decision Making Human behaviour and culture in the workplace
Report Writing The writing process, identifying and assessing sources
Data Protection GDPR background & terminology
Accounts Data Demonstrate knowledge of basic accounting standards & their application
Accounts Basics Analyse the financial position, performance and future prospects of business organisations. 
Mediation Comms Skills Importance of demonstrating credibility and neutrality
Customer Service Communications Communication and the Customer
Working with People Explain the importance of studying human behaviour and culture in the workplace
Managing Escalation Recognise and evaluate the role of mediation in conflict resolution
Performance Management Discuss the impact of stress on performance and propose measures to manage stress to reduce the risk it poses to the individual and the organization
Influence & Impacts Sources of power and the ethics of influencing
Change Management The dynamics and psychology of change

Course Assessment

Assignment 1 - Case Study – 80%

Assignment 2 – 20% 

 

Learning Outcomes

Graduates of this programme will be able to:

  • Demonstrate up-to-date specialist knowledge of a practitioner’s role in applied social welfare decision-making &how this interfaces with other roles in delivering SP services. 
  • Demonstrate the required technical skills to identify a client’s eligibility for the appropriate scheme(s), make and communicate quality decisions to meet these needs. 
  • Verify a specialised knowledge and understanding of legislation, guidelines and policy context underpinning decision-making in a social protection system. 
  • Demonstrate an integrated understanding of the processes and systems within their role, Including quality assurance, risk assessment and control of fraud and abuse. 
  • Verify an ability to apply integrated technical knowledge to analyse/interpret/manipulate data in pursuit of solutions to communicate the range &quantum of benefit options available.
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.
Contact Programme Director