Skip to main content
Normal View

Dáil Éireann debate -
Thursday, 20 Feb 2003

Vol. 561 No. 6

Written Answers - Social Welfare Information.

Gerard Murphy

Question:

26 Mr. Murphy asked the Minister for Social and Family Affairs the number of information officers employed in her Department; the location of each officer; the grade of each officer; the responsibilities which they have; the role which they play in disseminating information to the public; and if she will make a statement on the matter. [4855/03]

Joe Sherlock

Question:

58 Mr. Sherlock asked the Minister for Social and Family Affairs if she has satisfied herself that all those eligible for social welfare payments are fully aware of their entitlements to various payments under the social welfare schemes; the steps she is taking to heighten awareness of these schemes among the public; and if she will make a statement on the matter. [4836/03]

I propose to take Questions Nos. 26 and 58 together.

The provision of comprehensive information in a clear and simple manner is an essential element in the effective delivery of social welfare services. The underlying objective of my Department's information policy is to ensure that all citizens are made aware of their entitlements under a broad range of social insurance, social assistance and other supports and are kept informed of changes and improvements as they occur. I am satisfied that that objective is being met.

My Department ensures that citizens are made aware of new schemes and services through advertising, using an appropriate mix of national and provincial media, and through information leaflets, fact sheets, posters and direct mailshots. Selective use is made of Freephone services to provide information on new schemes and services and at particular times of the year such as budget time. In addition, my Department's schemes and services are publicised on Aertel, RTE's teletext information system, and on our website at www.welfare.ie.

One of the most effective ways we have in reaching out to our customers is through the network of information officers based in the local offices of my Department. There is one information officer located in each of my Department's 57 social welfare local offices who are trained to provide information on all social welfare schemes and services and to advise people on possible entitlements. These staff are at clerical officer level. In addition, information is also available from a further 69 branch offices throughout the country which are operated on a contract basis. There are also two central information offices in Dublin providing information.

Information officers have a wide range of duties in addition to their main duty of dealing with inquiries on social welfare entitlements from personal callers to the Department's offices. They also provide information on social welfare schemes and services at public meetings, exhibitions and other promotional events; they provide talks and presentations to local groups requiring social welfare information relevant to their needs; and they contribute to media campaigns including local radio, as required.

My Department also produces a comprehensive range of information leaflets and booklets covering each social welfare payment and these are widely available across the country from social welfare local offices, post offices, citizens information centres and many other local organisations. I might mention that we have recently published a new edition of the booklet "Guide to Social Welfare Services" which has been distributed to information providers around the country including voluntary and community groups. Last October, a publication entitled "Entitlements for the Over Sixties" produced by Comhairle was distributed to over 330,000 social welfare pensioners to mark United Nations Day of Ageing.
There are arrangements in place to consult with customers of the Department in relation to the services we provide and to tailor the delivery of services, including information services, to meet the needs identified. Customer panels and customer surveys are among the mechanisms used to take account of the views and experiences of customers when assessing the effectiveness of our information services. The findings of these surveys are, in the main, very positive and show a high satisfaction rating with the services provided.
Finally, I should mention the work of Comhairle which is the national information agency coming under the aegis of my Department with responsibility for supporting the provision of independent information, advice and other supports to all citizens, including those with disabilities. Comhairle supports a network of some 85 citizen information centres whose role is to provide information to members of the public on all social services. Funding for Comhairle this year amounts to €15,725,000 which includes an additional €1 million announced in last December's budget to enable it to further develop its services and supports.
Questions Nos. 27 and 28 answered with Question No. 10.
Top
Share