Dáil Éireann Debate, Tuesday - 26 July 2022
1188. Deputy Marian Harkin asked the Minister for Social Protection the reason that the walk-in community welfare clinics have been discontinued in Sligo; if additional community welfare officers will be provided in Sligo; and if she will make a statement on the matter. [39748/22]
View answerI believe that it is vital that the Community Welfare Service (CWS) is an easily accessible, flexible, and responsive service to meet the varied needs of vulnerable people, particularly in a time of crisis or emergency. Therefore, continued in-person customer engagement remains a pivotal feature within the community welfare service but my Department has put a range of access options in place to assist customers.
For this reason, CWOs are available in 51 Intreo Centres across the country during business hours, five days per week to meet and assist customers, on a 'walk in no appointment needed' basis. In the remaining small number of Intreo Centres where a CWO is not in the location on a full-time basis, a CWO will be available to respond if a customer needs arises, and within a quick response time of receiving a request for a face-to-face meeting with a customer. This can be in one of our branch offices or at a mutually agreed convenient location including, if the person wishes, at their home.
For example, in the Deputy's constituency, a CWO is available to meet with customers at the Intreo Centres in Sligo and Carrick-on-Shannon during business hours from Monday to Friday. A CWO is available to meet with customers in the Manorhamilton Intreo Centre, Tubbercurry Branch Office, the outreach location in Ballinamore or at an alternative suitable location (including a person's home) by appointment within a short time of a person requiring such a meeting.
Furthermore, a freephone National Contact Phoneline for CWS was launched in June this year which further enhances access to CWS nationwide. This is a dedicated phoneline available to people across the country to get information on CWS and access to a CWO to seek assistance and support. Since the phoneline commenced operation, more and more people are availing of the opportunity to have their issues resolved by this method rather than by calling into an office. Arrangements are also in place for onward follow-up by a local CWO if an issue to this contact phoneline cannot be resolved.
It is important to note that a person no longer has to meet in person with a CWO to make a claim. A person can make an application for assistance by completing a SWA1 form, which is widely available. It can be downloaded at www.gov.ie and is available in all Intreo Centres and Branch Offices. It can also now be requested by emailing cwsforms@welfare.ie or by calling freephone 0818 60 70 80.
Completed application forms together with any supporting documentation required should be returned to the relevant office where the claim will be processed promptly. Follow up contact will then be made as necessary directly to the person by their local CWO. As I have said, there is no need now for the person to travel to an office to meet with a CWO to make a claim.
My Department has maintained staffing levels in the CWS nationwide in recent years during times when demands decreased, reflective of the commitment that I have given to continue to support the delivery of locally based services. My Department has introduced innovations this year which have increased efficiency in processing applications for SWA payments. These innovations and the maintenance of staffing levels have led to the CWS being in a stronger position to respond to increases in the demand for the service as they occur.
It is important to note that claims processing activity within the CWS is closely monitored at all times and resources are deployed as necessary. There is now a national organisational structure in place to oversee the operation of the service across the entire country.
Among the innovations that have been introduced to help citizens and to support the CWOs where possible, the preparatory work on applications - for example, the gathering of supporting documentation that is necessary to assess and finalise a claim, is carried out largely by a back-office team. This initiative releases CWOs to focus on delivery of services and from the requirement to undertake administrative tasks and allows for increased capacity for them to meet with people as required and/or to process claims.
The assessment and decision on claims and any further interactions are carried out by locally based CWOs, as it always has been. The delivery of a locally based CWS remains a cornerstone of the service.
This method of processing applications has been found to be very effective in improving service to people, especially at times of particular pressure. It allows for flexible processing arrangements, and it has ensured that a swift response is available to people resulting in a significant decrease in the time waiting for a claim to be paid regardless of the prevailing circumstances in place in any area of the country.
I trust this clarifies the matter
