asked the Minister for Social Welfare the training, if any, that is being provided at present to those officers in his Department who are in the first line of contact with the public seeking social welfare entitlements.
Ceisteanna—Questions. Oral Answers. - Social Welfare Entitlements.
16.
Officers in my Department who are in the first line of contact with the public seeking social welfare entitlements are given appropriate training and instruction in the administration of the legislation governing these entitlements and, in particular, in the importance of helpfulness, courtesy and consideration in dealing with members of the public.
Is the Minister aware that there is a considerable degree of concern amongst those people who apply for benefits that they are not receiving the attention they deserve? Is the Minister further aware that I telephoned the information department of the Department of Social Welfare about a particular aspect of some problem and was told they could not answer it; they suggested I telephone another number. If I was forced to do that would the Minister not consider it a lot more troublesome to members of the public who would be told to do so? Would that information not contradict that in the Minister's brief there?
The Deputy is falling into the habit of—
Asking questions.
Of making speeches.
I support what Deputy Dr. O'Connell suggested—that some inquiry should be made. Could the Minister ensure that these people are informed that, when they are allocating funds, they are awarded by the public, are subscribed to by the people who are getting them in the form of rates and taxes, that they do not come out of the assistants' or officers' pockets personally, which is the attitude held in a number of cases.
That is a separate question.
That is a very important aspect.
The question relates to persons in the first line of contact.
Poor law is gone.
It is a very important matter, one in which I am very interested, to ensure that, at all times, courtesy and helpfulness prevail.
Hear, hear.
I know from experience, not through the Department of Social Welfare alone but throughout Departments generally, that it is difficult to get away from an attitude of former years in which the public servant felt that it was his duty to husband public funds to the greatest possible extent and release them only when there was no other course available. Certainly the official attitude in the Department of Social Welfare, and indeed in the Department of Health, is that if a member of the general public is entitled to something, he is so entitled and is not under any compliment to anybody; it is his statutory right as a citizen. I think most people in the Department understand that. It is difficult, I suppose, to ensure that, at all times the right, courteous, helpful, patient attitude prevails.
Would the Minister consider seminars for these people? Secondly, would he make available officers of his Department to attend meetings of associations such as ADAPT who would be in need of such advice and information, in this way making information available on what is these people's entitlement? I have asked the Minister's Department if they would provide an officer to attend such meetings for this purpose and they refused. Would the Minister consider that it could form part of the general public education?
I agree it is a very necessary function of my Department to attend all possible meetings and disseminate information.
Could the Minister issue a directive to that effect?
Yes. I would have thought that was understood by every-body concerned.
Unfortunately, it is not taking place on the ground.