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

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

Course Overview

Description: Social Welfare Appeals Officer

Duration: 10 Days (1 day per week)

NFQ Level: Level 8

Award: 15 Credits SPA

Course Description

Social Welfare Appeals Officers are charged with determining appeals for persons who are dissatisfied with decisions made by Deciding Officers (DO) or Designated Persons (DP) of the DSP on questions relating to entitlement to social welfare payments & insurability of employment under the Social Welfare Acts. 

This requires the independent examination, hearing & adjudication of DSP appeals having regard to statutory provisions & administrative law. Appeals can be determined by way of summary decision or by means of an oral hearing.

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. OM strategy & challenges, corporate objectives, competitive advantage & customer satisfaction
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

Course Assessment

This course is marked by 2 sample assessments.

Sample Assessment 1 - 30% 

Sample Assessment 2 - 70% 

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