Hilary tells us about his role as a Higher Executive Officer with the Department of Social Protection.
Where do you work & what is your role?
I am a Higher Executive Officer and Intreo Centre Manager in Balbriggan Intreo Centre, leading a frontline operation responsible for service delivery, people management and operational performance. I manage a team of 15 staff and work to translate the Department's strategic priorities into effective local services.
Can you briefly describe what you enjoy most about being a Higher Executive Officer?
What I enjoy most is helping people reach their potential. This is especially meaningful because my own career journey is proof that the system works. Having benefited from guidance, education and public services, I now have the privilege of supporting staff development and helping citizens access opportunities that can positively change their lives.
Can you outline your career journey to date?
I come from a migrant background and have a physical disability. When I arrived in Ireland, I had limited IT knowledge and no clear understanding of potential career paths. A FÁS case officer recognised my potential and encouraged me to undertake a Software Development course, which opened the door to employment in the private sector.
In 2021, I completed a six-month WAM placement with the Department of Social Protection, where I worked on social inclusion and digital transformation projects. Inspired by that experience, I joined Intreo through the Executive Officer competition in 2022 and subsequently progressed to Higher Executive Officer and Intreo Centre Manager. My journey demonstrates the transformative power of opportunity, education and public service.
While working, I continued my education, obtaining professional IT certifications, a Masters degree in Business and Management, a Postgraduate Diploma in Applied Social Studies and, most recently, a Certificate in Managing Social Protection Services.
What initially attracted you to your role? Was it something you always had an interest in?
My interest developed through personal experience. The support I received from a FÁS case officer played a pivotal role in shaping my career and showed me the life-changing impact public services can have.
That interest grew during my six-month WAM placement with the Department of Social Protection, where I gained first-hand experience of how social policies are developed and implemented. Seeing the connection between policy, service delivery and positive outcomes for citizens inspired me to pursue a career in public service. I wanted to contribute to a system that creates opportunities for others, just as it did for me.
How would you describe your role day to day?
My role combines leadership, service delivery, staff development and operational management. I manage performance, support staff, analyse service delivery trends and ensure customers receive a high-quality service while maintaining strong compliance and governance standards.
Are there any key projects that you’ve worked on that stand out?
Several projects stand out in my Civil Service career. During my DSP work placement, I led the development of the Social Inclusion Division's Stór intranet site and supported delivery of the cross-departmental HIVE platform, helping to increase visibility, knowledge-sharing and stakeholder engagement across the Department. The project was delivered within a six-month timeframe.
I was also a member of the Engagement & Innovation Anti-Racism Project Leadership Team, and I identified a GDPR compliance risk involving customer data disclosures to third-party recruitment agencies. Working with the Data Protection Unit and regional colleagues, I developed recommendations that were adopted as a regional standard operating procedure, strengthening governance, improving data protection and safeguarding customer interests.
What skills are required for your role?
Strong leadership, communication, analytical thinking, decision-making and stakeholder management skills are essential. The role requires balancing operational demands while supporting staff development and maintaining excellent customer service.
Have you gained any new skills since starting your career?
Throughout my career, I have developed expertise in leadership, project management, governance, digital transformation and organisational improvement. Since joining the Civil Service, I have strengthened my people management and strategic thinking skills through managing teams, delivering change initiatives, implementing digital solutions and contributing to social inclusion and policy projects. My involvement in anti-racism initiatives, and service improvement projects has enhanced my ability to lead change, influence stakeholders and deliver measurable outcomes. Continuous learning has been a constant throughout my career.
Did you request any reasonable accommodations, or additional supports related to a disability or impairment when taking on your role?
As a person with a physical disability, accessibility and inclusion are very important to me. I have availed of reasonable accommodations where required and have always found the recruitment process and workplace supportive in ensuring equal access and opportunity.
My experience has reinforced the importance of creating workplaces where people can contribute fully regardless of disability or background. I believe inclusive practices benefit both employees and the communities they serve.
Would you recommend a career in the public service?
Absolutely. My own career demonstrates the opportunities that exist within the public service. I arrived in Ireland as a migrant with limited IT knowledge, a physical disability and no clear career direction. The support of a FÁS case officer helped me access training that transformed my prospects. Later, a DSP work placement inspired me to pursue a public service career.
Since joining the Civil Service, I have progressed from Executive Officer to Higher Executive Officer and Intreo Centre Manager, led a team of 15 staff, contributed to social inclusion initiatives, delivered digital transformation projects and influenced governance improvements adopted across multiple Intreo offices. My journey is proof that the system works and that public services can empower people to realise their potential.
We’re committed to building a workforce that reflects the diversity of the communities we serve. Do you identify as a member of an under-represented group? If so, would you feel comfortable speaking about how this has shaped your experience?
Yes. I come from a migrant background, and I have a physical disability.
These experiences have shaped my understanding of inclusion, accessibility and equal opportunity. They have also given me first-hand insight into how education, public services and supportive workplaces can help people overcome barriers and succeed.
I am particularly proud of my involvement in the Engagement & Innovation Anti-Racism Project Leadership Team and initiatives that promote a more inclusive workplace. I hope that sharing my own journey encourages others from under-represented backgrounds to recognise that careers in the public service are both accessible and achievable.
What are your interests outside of work?
Outside work, I am passionate about lifelong learning, youth development and social inclusion. In 2019, I qualified as a Youth Advocate and continue to support young people and families through voluntary community work. This has involved working alongside organisations such as Tusla, An Garda Síochána and health services to help young people build resilience and achieve positive outcomes.
I also enjoy continuous professional development and have pursued qualifications in business, social care, telecommunications and social protection throughout my career.
What are your career aspirations? Where do you see yourself in five to ten years?
Over the next five to ten years, I hope to continue developing as a strategic leader within the public service and progress to more senior management roles. I am particularly interested in contributing to policy development, service transformation and organisational improvement.
I would like to help shape initiatives that promote social inclusion, digital innovation and improved access to services. My ambition is to use both my lived experience and professional expertise to support positive change while helping others overcome barriers and reach their full potential.
Is there anything you would like to add?
If there is one message, I would like people to take from my story, it is that opportunity and support can change lives.
When I arrived in Ireland, I faced physical disability barriers, limited IT skills, and no clear career path. However, through a FÁS case officer's guidance, public service support, education, and continuous development, I built a fulfilling career and reached a leadership role.
My journey proves that the system works. Public services empower people to overcome obstacles, develop talents, and contribute meaningfully to society. Now, I am proud to help others achieve similar success.