Dáil Éireann Debate, Tuesday - 2 December 2025
372. Deputy Paul Donnelly asked the Minister for Social Protection the number of WTE staff by grade and gender working in the National Community Welfare Contact Centre as of 25 November 2025, in tabular form. [67634/25]
Amharc ar fhreagraCalls from customers with Community Welfare Service queries are handled by a two tier contact centre. Tier 1 calls are answered by the National Intreo Contact Centre (NICC) which provides a single point of phone contact for customers who are making enquiries about the range of Intreo services and payments. Tier 2 calls are escalated, where necessary, from the NICC to the Community Welfare Officer line.
While the NICC advisors take calls about Community Welfare Service (CWS) specific queries as well as the wider range of Intreo services and payments, CWS calls are answered immediately on a priority basis.
The tables below detail the number of full-time equivalent staff, by grade and gender, that were based in the NICC (Table 1), and on the Community Welfare Officer line (Table 2) as of 3rd November 2025.
|
Table 1 FTE staff by Grade and Gender - National Intreo Contact Centre |
|
|
|
|
|
Grade |
Female |
Male |
Other |
Total |
|
Principal Officer |
1.00 |
|
|
1.00 |
|
Assistant Principal |
1.00 |
|
|
1.00 |
|
Higher Executive Officer |
9.20 |
5.00 |
|
14.20 |
|
Executive Officer |
12.60 |
6.00 |
1.00 |
19.60 |
|
Clerical Officer |
45.75 |
17.30 |
6.00 |
69.05 |
|
Service Officer |
|
1.00 |
|
1.00 |
|
Temporary Clerical Officer |
4.00 |
6.00 |
7.00 |
17.00 |
|
Total |
73.55 |
35.30 |
14.00 |
122.85 |
|
Table 2 FTE staff by Grade and Gender - Community Welfare Officer Line |
|
|
|
|
|
Grade |
Female |
Male |
Other |
Total |
|
Higher Executive Officer |
2.60 |
6.00 |
|
8.60 |
|
Executive Officer |
2.00 |
3.00 |
|
5.00 |
|
Total |
4.60 |
9.00 |
- |
13.60 |
