Vol. 567 No. 1
86 Mr. Crowe asked the Minister for Social and Family Affairs if her attention has been drawn to the lengthy delays in processing applications for unemployment assistance or benefit; if her attention has further been drawn to the uncertainty resulting from a lack of information for the applicant regarding income while awaiting the claim to be processed; and the steps she will take to fast-track the process. [13806/03]
My Department is committed to providing an efficient and speedy service to all its customers by ensuring that claims for its various schemes are processed and decided as expeditiously as possible having regard to the eligibility conditions which apply. My Department processes a large volume of claims and bearing in mind that each individual case has to be examined on its merits
I am satisfied that, in the generality of cases, there is no undue delay on the part of my Department in processing such cases. The time taken to process individual claims varies significantly having regard to the difficulty in establishing the circumstances in each case. People claiming unemployment payments must provide evidence of identification and address and satisfy conditions that they are available for and genuinely seeking work.
Failure to provide this information on time can result in a delay in processing a claim. In the case of unemployment assistance, it is necessary to carry out an assessment of the customer's means and this can involve a home visit. Investigations may also have to be carried out in the case of unemployment benefit where details of social insurance contributions have not been submitted by the employer.
When a customer makes a claim, he or she is given as much information as possible regarding the processing of their claim. He or she is advised of additional documentation, if any, he or she needs to supply and whether further investigations are necessary to enable a decision to be made on his or her claim.
Claim processing performance is monitored on an ongoing basis and staff are deployed as necessary to meet the requirements of fluctuating volumes of work. In addition, my Department has developed a system of performance standards to ensure that all claims are processed without undue or unnecessary delay and that the customer receives his or her payment at the earliest possible date. These standards are monitored on an ongoing basis. My staff examine processes on an ongoing basis to insure that all claim decisions are made as speedily as possible. A customer who is awaiting a decision on any social welfare claim and who is unable to meet his or her needs and those of his or her dependants may apply for supplementary welfare to the local community welfare officer.
The Minister did not outline what steps, if any, she will take to fast-track the process but she might come back on that. The background to the question is that in the Dublin region 1,194 people have lost their jobs over the past two months. Gallaher's announced the loss of 200 jobs in my constituency earlier and I look forward to hearing about what extra supports those people will be given by the Government.
In a worst case scenario, many people fleeing violence, for example, who attend their local employment exchanges are not informed about their entitlements. They apply for rent allowance and do not receive the full amount—
The Deputy should ask a question.
I am seeking ways to fast-track this process. I am aware of the process involved but during the waiting period on claims, people must make up the shortfall in income because they do not receive the full allowance from the community welfare officer. Many people go to moneylenders and so on as a result. I ask the Minister to examine the process to see if there is any way of fast-tracking applications and providing people with extra information.
With regard to the job losses at Gallaher's in the Deputy's constituency, when the Department was advised that there might be job losses at the company, the local office was contacted and staff have been asked to interact with those who, unfortunately, lost their jobs and provide them with information. That will, I hope, fast-track the process.
The Department's performance targets are high and the performance indicators vary between all the local offices. This can be attributed to repeat claims or lack of information. I am disappointed that people are not fully informed because the Department makes a great deal of information available. Information officers are also available in the offices and appointments can be made to see them. The Department funds the community information service, about which the Deputy will be aware. People are informed about their rights through the service and they are facilitated to make a more informed judgment.
I agree there are delays, in certain circumstances, in processing claims. We have examined the performance targets and tried to establish at regional level where the bulk of claims emanate from so that resources can be moved from one place to another to address specific problems with UA or UB claims, for example. We have adopted a methodology to address the targets we want to meet. It is easier to do so in some regions than in others. The Department is a family friendly workplace and that can cause delays in processing claims.
I examine claims performance at each Minister and management committee meeting to see where additional resources and supports are needed. The Deputy has alluded to particular circumstances and I would be more than happy to bring the concerns he has raised to the attention of the regional manager.
