John Brady
Question:1408. Deputy John Brady asked the Minister for Employment Affairs and Social Protection the number of men and women in receipt of the widow’s, widower’s or surviving civil partner’s pension. [15175/18]
View answerWidow's Pension Data
Questions (1408)
Written answers
At the end of March, 120,485 people were in receipt of a widow’s, widower’s or surviving civil partner’s pension (contributory), of whom 102,549 were female and 17,936 were male.
The weekly average number of recipients of widow’s, widower’s or surviving civil partner’s pension (non-contributory) in the first quarter of this year was 1,450; a similar breakdown by male/female is not readily available in respect of this scheme.
Social Welfare Benefits Data
Questions (1409)
John Brady
Question:1409. Deputy John Brady asked the Minister for Employment Affairs and Social Protection the number of men and women in receipt of death benefit. [15176/18]
View answerWritten answers
The average number of Death Benefit payments made each week during the first quarter of this year was 718; a breakdown by male/female is not readily available by my Department.
Consultancy Contracts Expenditure
Questions (1410)
Alan Kelly
Question:1410. Deputy Alan Kelly asked the Minister for Employment Affairs and Social Protection the amount of expenditure on consultancy by her Department in each of the years 2015 to 2017; the number of consultants engaged by her Department in those years; the names of the consultancy companies awarded contracts; and the steps which have been taken to reduce the expenditure on consultancy and the reliance on consultants by her Department in these years and for the future. [15200/18]
View answerWritten answers
The procurement of services is essential to support the Department in providing a high quality service to the public in a cost effective and efficient manner and is governed by a comprehensive regulatory, legal and procedural framework.
The Department is engaged in a number of service delivery modernisation and transformation programmes involving business process, organisational and technological change. These programmes are supported by the procurement of external consultants to provide advice, and the separate engagement of external development services (IT external service provision).
The procurement of external consultancy services is essential to support the Department in meeting its objectives. Where required, external consultants are engaged for a fixed period following procurement exercises conducted in accordance with Department procedures that are compliant with EU and national legislation and with guidelines set down by the Department of Public Expenditure and Reform.
A breakdown of annual expenditure on consultancy and IT external service provision, and a list of purchase orders for €20,000 and above, are published on the Procurement Policy page of Department’s website www.welfare.ie. In addition, in accordance with FOI legislation with effect from January 2016, details of public contracts awarded over €25,000 are also available on www.welfare.ie. Details of expenditure on consultancy for the years 2015 to 2017 are set in the tables below.
My Department closely monitors expenditure on consultancy and it is kept to a minimum. All procurements under Consultancy Expenditure must be approved by the Department’s Project Governance Committee prior to tendering for the service. In 2017, expenditure on consultancy increased due to the legislative requirements to undertake an actuarial review of the Social Inclusion Fund, a commitment to the Oireachtas to undertake an independent review of the Amendments to the One Parent Family scheme, and work undertaken to ensure compliance with the forthcoming data protection regulation.
During the period 2015 – 2017 the engagement of external consultants was necessary in order to provide valuable support for the Department’s service delivery modernisation and transformation programmes. The procurement of external consultants was undertaken in compliance with best practice and achieving best value for money. My Department will continue to procure external consultants, where essential, who work in tandem with staff of my Department to ensure that the highest standard of customer service is delivered.
2017
|
Consultancy Company |
Amount |
- |
|
KPMG |
€256,670 |
Actuarial Review of the Social Insurance Fund |
|
Mazars |
€209,100 |
Compliance with EU GDPR |
|
Indecon |
€104,944 |
Independent Review of the Amendments to OFP |
|
ESRI |
€61,500 |
Joint Research Programme on Retirement |
|
Consult Hyperion |
€61,194 |
SAFE - Expert Advice |
|
Mazars |
€56,734 |
Outsourced Internal Audit Expertise |
|
ESRI |
€15,678 |
Measurement and Analyses of Income and Living Conditions |
|
Clickworks Limited and iReach |
€11,808 |
Strategic Review of DSP Website |
|
Irish Research Council |
€10,558 |
Social Protection Research Innovation Awards |
|
Grant Thornton |
€7,749 |
Security Partner Services |
|
Total |
€795,935 |
2016
|
Consultancy Company |
Amount |
|
|
ESRI |
€63,975 |
Analysis & Measurement of Poverty & Social Exclusion |
|
Consult Hyperion |
€39,307 |
SAFE - Expert Advice |
|
Irish Research Council |
€29,940 |
Social Protection Research Innovation Awards |
|
National College of Ireland |
€29,900 |
Development of NFQ Programme for Training in DEASP |
|
Indecon |
€29,077 |
Review of Local Employment Services |
|
Mazars |
€15,074 |
Outsourced Internal Audit Expertise |
|
The Analytics Store |
€9,471 |
Predictive Analytics Modelling |
|
Grant Thornton |
€14,637 |
Provision of Security Partner Services |
|
Renaissance Contingency Services Ltd |
€7,749 |
Business Continuity Management Programme |
|
Total |
€239,130 |
2015
|
Consultancy Company |
Amount |
- |
|
Mercer |
€278,479 |
Implementation of Mediated Agreement on Hogan Case |
|
ESRI |
€67,973 |
Analysis & Measurement of Poverty & Social Exclusion |
|
Indecon International Economic Consultants |
€59,280 |
Provision of Consultancy Services to review the EmployAbility (Supported Employment) Service |
|
Irish Research Council |
€42,250 |
Social Inclusion Research Innovation Awards |
|
Consult Hyperion |
€25,709 |
SAFE - Expert Advice |
|
Mel Cousins |
€18,000 |
Review of Rent Supplement under Equal Status Acts |
|
RITS Information Security |
€11,480 |
Confidential Forensic Services |
|
ESRI |
€6,285 |
Evaluation Research (BTEA) |
|
EisnerAmper Ireland |
€5,535 |
External Assessment of Internal Audit Unit |
|
ESRI |
€4,000 |
Action Learning, Behavioural Economics & Payments Migration |
|
Total |
€518,991 |
Rural Social Scheme Eligibility
Questions (1411)
Michael Harty
Question:1411. Deputy Michael Harty asked the Minister for Employment Affairs and Social Protection her plans to abolish the six-year rule for participants in the rural social scheme over 55 years of age; and if she will make a statement on the matter. [15231/18]
View answerWritten answers
The rural social scheme (RSS) provides opportunities for farmers and fishermen/women who are currently in receipt of specified social welfare payments to work to provide certain services of benefit to rural communities. Communities benefit from the skills and talents of local farmers and fishermen and participants have the opportunity to improve existing skills, or develop new skills, while performing this valuable work in their local communities
Since 1st February 2017, all participants commencing on the RSS have to be over 25 years of age and a 6 year overall participation limit on the work scheme also applies. This new measure ensures that places become available to provide opportunities for other farmers and fishermen to take part in the scheme. Currently, there are no plans to change the eligibility conditions for persons over 55 years of age. RSS participants who commenced on the scheme prior to 1st February 2017 will remain on the scheme, as long as they continue to remain eligible for the scheme. To be eligible to participate on the RSS, an individual must satisfy the qualifying criteria for the scheme. This includes having an entitlement to one of the qualifying social welfare payments, be actively farming and maintaining an underlying entitlement to Farm/Fish Assist.
I hope this clarifies the matter for the Deputy.
Rural Social Scheme Eligibility
Questions (1412)
Michael Harty
Question:1412. Deputy Michael Harty asked the Minister for Employment Affairs and Social Protection her plans to revise the rural social scheme eligibility rules to allow extended members of farming families, such as nephews and nieces of the herd owner, to participate on the scheme; and if she will make a statement on the matter. [15232/18]
View answerWritten answers
The Rural Social Scheme (RSS) is an income support initiative to provide part-time employment opportunities for farmers or fishermen who are in receipt of certain social welfare payments and are underemployed in their primary occupation. The work undertaken is primarily to support local service provision via community, voluntary and not-for-profit organisations, provided that this does not displace existing service provision or employment.
In order to be eligible to participate on the RSS, participants must be actively farming/ fishing and have an entitlement to an underlying qualifying DEASP payment. An eligible farmer must also have a valid herd number. Participation is by voluntary self-selection and is dependent on the availability of vacancies in the relevant locality.
There is provision under the scheme for an eligible applicant to use a herd number belonging to a spouse, parent or a sibling provided they satisfy the other conditions of the scheme, including being actively farming. There are no plans to extend the scheme to nephews and nieces of the herd owner. This is to ensure that access to limited places is available for those who need it most.
The Deputy will appreciate that there is significant demand for places on the RSS and only people who satisfy the conditions can be considered for participation. However, it should be noted that my Department keeps all aspects of its programmes under review to ensure the best outcomes for participants and communities.
I hope this clarifies the matter for the Deputy.
Tús Programme
Questions (1413, 1414)
Michael Harty
Question:1413. Deputy Michael Harty asked the Minister for Employment Affairs and Social Protection her plans to reverse proposed cuts to the Tús scheme which would reduce the current national quota of 8,500 to 6,500 participants and reduce 388 supervisors to 325; and if she will make a statement on the matter. [15233/18]
View answerMichael Harty
Question:1414. Deputy Michael Harty asked the Minister for Employment Affairs and Social Protection if the referral of names from her Department to participate on Tús will be accelerated in order that implementing bodies can fill their quotas; and if she will make a statement on the matter. [15234/18]
View answerWritten answers
I propose to answer Questions Nos 1413 and 1414 together.
Tús is one of a range of supports provided by my Department to cater for long-term unemployed jobseekers and those most distant from the labour market. The scheme commenced operation in 2011 as a response to the high level of unemployment and the large numbers on the Live Register at that time. There are 47 Local Development Companies (LDCs), as well as Údarás na Gaeltachta, involved in the delivery of the Tús programme - known as Implementing Bodies (IBs).
Recently changes were introduced to the selection criteria for Tús which should broaden the availability of Tús to a greater number of people on the Live Register. This includes an increase in the percentage of assisted referrals from 20% to 30%, as well as permitting someone who has had a break of up to 30 days on the Live Register in the past 12 months to be considered eligible for Tús selection. If an IB is experiences any difficulty obtaining referrals from DEASP, they should liaise with the local DEASP Division who seek to ensure seamless referral of jobseekers to match recruitment patterns.
The Deputy will appreciate that the reduction in the unemployment rate is a factor in recruitment to all programmes. Given the welcome improvements in the labour market in recent years with reducing numbers of long-term unemployed on the Live Register, which is the target cohort for Tús, it is proving difficult to fill the number of places available nationwide. In addition, long-term unemployment is expected to fall further this year. In the five years since the end of December 2012, there has been a 48% fall in the numbers on the Live Register who are more than 1 year unemployed.
In this context the Department is currently engaging with the Irish Local Development Network – the representative body for the IBs.
The Department keeps all aspects of its activation programmes under review to ensure the best outcomes for participants and communities.
I hope this clarifies the matter for the Deputy.
Labour Activation Programmes
Questions (1415)
Michael Harty
Question:1415. Deputy Michael Harty asked the Minister for Employment Affairs and Social Protection her views on whether feedback to implementing bodies on the experience and effectiveness of JobPath is largely negative; her further views on whether the Tús community work placement scheme is more effective and represents better value for money; and if she will make a statement on the matter. [15235/18]
View answerWritten answers
My Department provides a range of activation supports and programmes, including JobPath, catering for long-term unemployed jobseekers and those most distant from the labour market. These supports include the JobPath service and programmes such as Community Employment (CE) and Tús.
The feedback on the JobPath service has been quite positive; the Department recently published the results of the 2017 Customer Satisfaction Survey. While the results of the 2016 survey revealed high levels of customer satisfaction, the 2017 survey has shown an improvement across all aspects of the service.
Overall satisfaction has improved from mean score of 4.05 (2016) to 4.26 (2017), on a five point scale where the top score possible is 5.0. Scores are very strong across all assessment areas (Offices, Staff, Services and Processes) and JobPath clients are most satisfied with the staff and offices.
The strongest improvements are noted in the performance of JobPath providers in delivering a good understanding of the service being offered, timely organisation of the first meeting and personal advisor aid to develop a Personal Progression Plan. Just over 80 % of clients agree that the JobPath service has helped improve their prospects in getting a job.
The results of the Independent Customer Satisfaction Survey are available on the Department’s website at – http://www.welfare.ie/en/downloads/2017_CSSResults_JobPath.pdf.
As at end of March, approximately 155,878 Jobseekers have engaged with the service, with only 567 complaints received in total – 0.36 per cent. Of these 377 were related to Customer Service, 118 involved policy issues, 54 related to clients not wishing to engage, 11 Data Protection queries and 7 related to Legislation. To date only six customers have requested my Department to review their complaint, all have been finalised.
Schemes such as Tús provide part-time temporary work in local communities, as a stepping-stone back to employment. However, it is important to note that these placements are not full-time sustainable jobs. Instead, they are designed to break the cycle of unemployment and maintain work readiness, thereby improving a person’s opportunities of returning to the labour market or getting a job for the first time.
JobPath aims to place jobseekers into full-time sustainable employment by providing intensive individual support to help them to overcome barriers to employment.
The Department is very conscious of the valuable contribution the Tús scheme is making in the provision of services to individuals and communities across Ireland.
I am satisfied that both JobPath and Tús play an important role in customer activation and employment support, however they are services with a different nature and direction and are not directly comparable.
The Department keeps all aspects of its activation programmes under review to ensure the best outcomes for participants
I trust this clarifies matters for the Deputy.
Mortgage Arrears Information and Advice Service
Questions (1416)
Robert Troy
Question:1416. Deputy Robert Troy asked the Minister for Employment Affairs and Social Protection the schemes in place to help a person who is struggling to meet monthly mortgage repayments; and if there is a scheme to replace mortgage interest supplement. [15307/18]
View answerWritten answers
The most appropriate way in which customers experiencing mortgage difficulties can be supported is through on-going engagement with their lender to explore sustainable solutions..
The Deputy may be aware that the Money Advice and Budgeting Service (MABS), under the aegis of the Citizens Information Board, provides assistance to people, in particular those on low incomes or living on social welfare payments, who are over-indebted and need help and advice with debt problems. As part of its free services, MABS provides help and advice to those in mortgage arrears.
The role of MABS was expanded in 2015 with the establishment of a Dedicated Mortgage Arrears MABS service (DMA MABS) across the MABS network, to help people specifically with home mortgage arrears. There are 32 specialist DMA advisors working across 27 locations countrywide, assisting borrowers to assess the options available to them and, where required, negotiating with lenders on their behalf. To date, the DMA service has helped approximately 5,150 such borrowers.
Additionally, MABS provides a national network of court mentors who attend each listed repossession Court hearing countrywide. The mentors provide support to distressed borrowers who are facing the loss of their home and signpost them to the appropriate services. To date, over 1,400 borrowers have been referred onward to MABS advisors through the court mentor service.
In 2016, a further initiative was announced by Government, known as Abhaile. This scheme further extends the free services already available to borrowers through the DMA MABS service and the court mentor service. This voucher based scheme, for which MABS is the gateway, provides access for people, who are insolvent and in home mortgage arrears, to access independent expert financial and/or legal advice and assistance, free of charge. To date, approximately 11,700 vouchers for services have been issued, in respect of c. 7,000 principle private residences.
I trust this clarifies the matter for the Deputy.
Partial Capacity Benefit Scheme Applications
Questions (1417)
Paul Kehoe
Question:1417. Deputy Paul Kehoe asked the Minister for Employment Affairs and Social Protection the status of the partial capacity benefit for a person (details supplied); when a decision will be made; and if she will make a statement on the matter. [15317/18]
View answerWritten answers
The person in question was in receipt of Illness Benefit and applied for Partial Capacity Benefit. In accordance with standard procedure they were referred for a medical assessment to determine their eligibility for this scheme. This assessment is due to be conducted on 25 April at a location suitable for the applicant. Following the medical assessment a Deciding Officer will determine if the applicant qualifies for this scheme and the applicant will be notified in writing.
Carer's Allowance Data
Questions (1418)
John Brady
Question:1418. Deputy John Brady asked the Minister for Employment Affairs and Social Protection the number of persons in receipt of carer's allowance in circumstances in which the payment is paid in respect of a carer caring for a child with a life-limiting condition; and if she will make a statement on the matter. [15319/18]
View answerWritten answers
At the end of March 2018, carer's allowance was in payment to 76,097 carers who are providing full-time care and attention to 83,014 people; of these 23,626 (29%) are aged less than 18 years.
My Department does not collate data on the numbers of care recipients by type of condition.
I hope this clarifies the matter for the Deputy.
Legislative Programme
Questions (1419)
Pearse Doherty
Question:1419. Deputy Pearse Doherty asked the Minister for Employment Affairs and Social Protection the number of Bills both enacted and published by her Department which originated in work carried out by the Law Reform Commission in each of the past ten years in tabular form; the details of each Bill in the corresponding year; and if she will make a statement on the matter. [15347/18]
View answerWritten answers
My Department engages with the Law Reform Commission from time to time. For example, on occasions between 2010 and 2016 my Department and the Commission engaged in projects in relation to establishing the current status of post 1922 legislation (both primary and secondary), for which my department has responsibility .
My Department, however, has not enacted any legislation in the period concerned, which originated in work carried out by the Law Reform Commission.
Poverty Data
Questions (1420)
John Deasy
Question:1420. Deputy John Deasy asked the Minister for Employment Affairs and Social Protection if the recent Social Justice Ireland poverty focus 2018 report on poverty levels among workers includes the circa 57,000 households in receipt of family income supplement, now the working family payment; if not, the bearing this would have on the report's findings; and if she will make a statement on the matter. [15405/18]
View answerWritten answers
The Poverty Focus 2018 report was produced by Social Justice Ireland and represents their analysis of the 2016 CSO SILC data. My Department cannot therefore comment with certainty on the detail of the analysis in the report.
The most up to date data on poverty in Ireland is contained in the CSO’s annual Survey on Income and Living Conditions (SILC) results.
The SILC report for 2016 indicated that the risk of poverty for those in work was 5.6%. Here, a person is defined as being at risk of poverty if living in a household with an equivalised income below 60% of the median income in the country. Household income is defined as inclusive of all social transfers.
In response to an inquiry from my Department, the CSO has indicated, based on analysis of the underlying SILC data, that the risk of poverty among those in work would have been 6.1% if reported income from Family Income Supplement had been excluded from the reported income of all households. It should be noted that exclusion of FIS from the concept of income would lead to some small change in the median income (and thus of the poverty threshold) by comparison with the median income data published in the official SILC report.
Household Benefits Scheme
Questions (1421)
Brendan Ryan
Question:1421. Deputy Brendan Ryan asked the Minister for Employment Affairs and Social Protection if the removal of a household benefits package for a person (details supplied) can be re-examined with a view to reinstating this payment; and if she will make a statement on the matter. [15407/18]
View answerWritten answers
The household benefits package (HHB) comprises the electricity or gas allowance, and the free television licence. The package is generally available to people living in the State, aged 66 years or over who are in receipt of a social welfare type payment or who satisfy a means test. The package is also available to carers and people with disabilities under the age of 66 who are in receipt of certain welfare type payments. Widows and widowers aged from 60 to 65 whose late spouses had been in receipt of the household benefits package retain that entitlement.
Therefore anyone aged under 70 years of age must be in receipt of a qualifying payment from the Department or satisfy a means test in order to qualify for HHB. They must also satisfy the household composition test meaning they must live alone or only with certain excepted people, who are -
- A qualified adult (a spouse, civil partner or cohabitant is considered a qualified adult if a person is receiving an allowance for him/her with their payment, or would be receiving a payment for them but for the fact that they are in receipt of a payment in their own right)
- Dependent children under the age of 18, or under the age of 22 if in full-time education (a certificate from the school/college must be supplied for those aged 18 or over)
- A person who is so incapacitated as to require constant care and attention for at least 12 months (medical certification may be required)
- A person(s) who would qualify for the allowance in his/her own right (for example, a person getting a State pension)
- A person who is providing the claimant or someone in their household with constant care and attention, if they are so incapacitated as to require constant care and attention for at least 12 months (medical certification may be required).
The records of the Department show that the son of the person concerned, who is currently employed, resides in the household. As such he is not considered an excepted person as outlined above.
Any decision to change the qualifying conditions for receipt of HHB would have to be considered in the context of overall budgetary negotiations.
I hope this clarifies the matter for the Deputy.
Social Welfare Benefits Eligibility
Questions (1422)
Bernard Durkan
Question:1422. Deputy Bernard J. Durkan asked the Minister for Employment Affairs and Social Protection the level of savings a person may have and still qualify for a means-tested payment or part thereof; and if she will make a statement on the matter. [15408/18]
View answerWritten answers
Social welfare legislation provides that the yearly value of property (including capital) owned but not personally used or enjoyed is assessable for social assistance payments. Such property includes all monies held in financial institutions or otherwise, the market value of shares and houses and premises owned by a claimant which may or may not be put to commercial use. However, it does not include property such as the family home or, for example, a premises used by the claimant in carrying out a business.
The capital assessment formula for social assistance schemes provides for an initial disregard of a certain amount of capital, and an increasing notional weekly value for amounts in excess of the disregarded amount. For most schemes, such as jobseeker’s allowance, farm assist, one-parent family payment and the state pension non-contributory, the initial disregard is €20,000 of capital. The capital disregard in the case of disability allowance is €50,000 and, for supplementary welfare allowance, is €5,000.
The capital assessment formula is outlined in the table below.
|
AMOUNT OF CAPITAL |
WEEKLY MEANS ASSESSED |
|
Initial capital disregard for the scheme |
Nil |
|
Next €10,000 |
€1 per each €1,000 |
|
Following €10,000 |
€2 per each €1,000 |
|
Remainder |
€4 per each €1,000 |
The amount of savings that a person can have and still qualify for a part payment varies by scheme. For instance, some schemes, such as the state pension non-contributory, one-parent family payment and carer’s allowance, have a general means disregard. State pension non-contributory (SPNC) has a general means disregard of €30 per week. This means that a person in receipt of SPNC with no other income can have savings of €40,000 (which would result in a weekly means assessment from capital of €30) and qualify for the maximum weekly rate of payment. An SPNC recipient can have up to €257.70 of weekly means and qualify for a minimum payment. Accordingly, a single pensioner could have €96,000 in savings and no other means, which would be assessed as €254 weekly means and a weekly SPNC payment of €7 per week. The pensioner could also qualify for fuel allowance, the household benefits package, the living alone increase, the new telephone support allowance, and Free Travel.
A jobseeker can have €20,000 in savings and qualify for the maximum weekly rate of jobseeker’s allowance. A single claimant could have savings of €80,000 and no other means, which would be assessed as weekly means of €190. The jobseeker could qualify for a €8 per week payment, and be eligible for a range of employment supports.
It should be noted that no account is taken of interest or dividend payments received in the means assessment. The assessment formula reflects the fact that there is an expectation that people with reasonable amounts of capital and property are in a position to use that capital or to realise the value of property to support themselves without having to rely solely on a means-tested welfare payment.
JobPath Programme
Questions (1423)
Bernard Durkan
Question:1423. Deputy Bernard J. Durkan asked the Minister for Employment Affairs and Social Protection the full extent and scale of the services provided to her Department by Seetec Ireland; if she has received complaints regarding the manner in which the public are dealt with; if action is warranted or has been taken arising therefrom; and if she will make a statement on the matter. [15409/18]
View answerWritten answers
Seetec is one of two companies contracted to provide the JobPath service on behalf of my Department. Seetec deliver the service in the northern half of the State
As the Deputy will be aware JobPath is an employment activation service that supports people who are long-term unemployed to secure and sustain full-time paid employment.
Participants on JobPath receive intensive individual support to help overcome barriers to employment and to find jobs. Each person is assigned a personal advisor who assesses their skills, experience, challenges and work goals and agrees a personal progression plan that includes a schedule of activities, including relevant training and educational programmes to assist them in finding full-time sustainable employment.
The JobPath providers arrange for the delivery of a broad range of education and training courses with a particular and strong focus on upskilling the long term unemployed. Some of these courses are provided in-house while others are provided by specialist training providers including the Education and Training Boards (ETBs).
The overall reaction to JobPath has been very positive. The Department recently published the results of the 2017 Customer Satisfaction Survey. While the results of the 2016 survey revealed high levels of customer satisfaction, the 2017 survey has shown an improvement across all aspects of the service.
Overall satisfaction has improved from mean score of 4.05 (2016) to 4.26 (2017), on a five point scale where the top score possible is 5.0. Scores are very strong across all assessment areas (Offices, Staff, Services and Processes) and JobPath clients are most satisfied with the staff and offices.
The strongest improvements are noted in the performance of JobPath providers in delivering a good understanding of the service being offered, timely organisation of the first meeting and personal advisor aid to develop a Personal Progression Plan. Just over 80 % of clients agree that the JobPath service has helped improve their prospects in getting a job.
The results of the Independent Customer Satisfaction Survey are available on the Department’s website at – http://www.welfare.ie/en/downloads/2017_CSSResults_JobPath.pdf.
In regard to complaints, as at end of March 2018 , 155,878 Jobseekers have engaged with the service, with only 567 complaints received in total – 0.36 per cent. 377 of these were related to Customer Service, 118 involved policy issues, 54 related to clients not wishing to engage, 11 Data Protection queries and 7 related to Legislation.
Of these, 526 have been responded to and are now closed, 41 are in progress.
My Department logs and records all complaints received in respect of the JobPath service. Strict timeframes apply to the issuing of acknowledgements and responses and these are constantly monitored to ensure adherence.
The contract requires the JobPath provider to respond to all complaints in the first instance. Each JobPath provider has a comprehensive Complaints Procedure which is advertised in every location. The procedure contains levels of escalation whereby complaints are dealt with at the appropriate level of authority and ensuring that matters are fully addressed. In the event a customer has availed of this procedure but remains dissatisfied with the response to their complaint, they may request my department to carry out a review. Customers may also refer a complaint to the Office of the Ombudsman for review once they have exhausted the available complaints process.
To date six customers have requested my department to review their complaint and all have been finalised.