Dáil Éireann Debate, Wednesday - 15 January 2014
347. Deputy Patrick Nulty asked the Minister for Social Protection if she will ensure her Department facilitates rent supplement applicants who need to meet with a community welfare officer to discuss an application in cases where complicated circumstances may be involved; her views on whether applicants should be granted a face-to-face meeting with a community welfare officer when they request same; and if she will make a statement on the matter. [55423/13]
View answerA key objective of the transfer of the Community Welfare Service from the Health Service Executive to the Department on 1st October 2011 was to provide a streamlined and consistent service to the customer. As part of this process and to support the Department’s activation commitments under the Pathways to Work Programme and the development of Intreo services nationally, it has been necessary to review the administration of all its services across its remit including the community welfare service (CWS).
Overall, this is resulting in a rebalancing of resources across the Department’s range of activities including the relocation of some staff to main centres, primarily Intreo offices, which will provide a full range of services, including the CWS and these will, in general, be available in one location. Each Intreo office will have dedicated space provided for private discussion including a privacy booth and/or interview room.
Where the CWS has been re-structured, alternative arrangements have been put in place to ensure that customers are provided with on-going access to the supports provided by the community welfare service. In general, this means that the frequency of available public clinics has increased, an improved phone service is available and alternative arrangements are in place for those who cannot travel, for example due to illness, including arranging a visit to the client’s home, if necessary.
Specific requests for face-to-face contacts are dealt with according to the individual circumstances of the case and may be facilitated, as required. This would also apply in the case of rent supplement applicants whose claims are being administered by a centralised unit or hub who can generally access these offices by post, phone, e-mail and/or fax.
The Department’s services are monitored on an on-going basis and kept under review by management taking account of the views of staff, users of the service and public representatives. This is to ensure that the best use is made of all available resources with a view to providing an efficient service and that the services provided are reconstituted, where necessary, to meet the changing needs of Irish society.
