Michael Healy-Rae
Question:468. Deputy Michael Healy-Rae asked the Minister for Social Protection when phone lines (details supplied) will be reopened for queries; and if she will make a statement on the matter. [39629/20]
View answerTuesday, 1 December 2020
Questions (468)
Written answers
I thank the Deputy for his kind words of appreciation for the work undertaken on an ongoing basis by the staff of my Department in administering all of our schemes, including the Pandemic Unemployment Payment, and in ensuring continuity of payment to customers throughout the ongoing pandemic. This remains the priority for my Department and resources allocated to claim processing are kept under review to ensure customers get their entitlements as quickly as possible.
My Department provides a dedicated mailbox for each of the main schemes whereby Teachtaí Dála can raise specific queries for their constituents directly with the relevant scheme area. These mailboxes are monitored every day and have been operating very quickly, efficiently and effectively.
With the onset of COVID-19, the imposition of social distancing meant that my Department had to reduce the number of staff working from within the traditional office environment. Large numbers of scheme administration staff are now successfully working from home. My Department has been able to redirect work to them electronically and overall productivity has been maintained at pre-COVID levels.
However, with the significant reduction in staff “onsite” the provision of some telephone services had to be reviewed. While the main Customer Call Centres were maintained, the operation of the scheme level TD Enquiry lines had to be suspended as there weren’t sufficient staff onsite to deal with them. This is being kept under ongoing review and as and when social distancing measures are eased and more staff can work safely in the Department's offices, I hope to be in a position to reintroduce these enquiry lines.
Some areas of my Department may be in a position to reintroduce the TD enquiry line sooner than others and as they are reintroduced details will be made available to Deputies.
I hope this clarifies the position for the Deputy.