The changes to the delivery of community welfare services to which the Deputy refers came into effect from 16th April 2012. They form part of a wider reconfiguration of these services in the Swords/Coolock/Darndale area and are designed to maximise the effectiveness and efficiency of their operation. The backdrop to the changes is the reduction in the number of staff in the area and the primary objective of ensuring continuity of service in line with staff availability arising from leave (annual, maternity, sickness, or for any other reason) which would otherwise negatively impact on the quality of service.
Heretofore, the full range of community welfare services were directly available from each of the two local health centres at Cromcastle Road, Coolock and Darndale. The centres are located less than a mile from each other. Individual officers provided the full range of services to all customers based on the specific geographical area within which each customer resides. This model of service delivery is predicated on the availability of staff to provide one-for-one cover in the event of absences and is no longer tenable in the area. The change which was introduced on 16th April saw a move away from this traditional model of one officer serving an individual location and delivering the full range of community welfare services, towards a sustainable team-based approach which is more efficient, effective and economical and which will guarantee continuity of service in the event of any future staff absences.
Two business units have now been established. The unit in Darndale deals with Rent and Mortgage Interest Supplement claims for the Coolock/Darndale area. The centre in Coolock delivers all other community welfare services. Each location is now being served by a number of officers operating a team-based approach. In addition to ensuring continuity of service, further efficiencies have been gained from centralising the functions.
The decision to centralise Rent and Mortgage Interest Supplement processing in Darndale and all other services in the health centre on Cromcastle Road, Coolock was based on the fact that the latter is the main community welfare service office in the area and has a greater capacity to accommodate the greater number of customers attending, in addition to providing the increased office space and facilities required by the staff. It is also located close to the social welfare local office which many customers are required to attend. The local office is scheduled to provide the National Employment and Entitlements Service later this year, and the reconfiguration of community welfare services will also facilitate this.
The Department is aware of the concerns that were felt by the community in advance of the reconfiguration. A number of officials recently met with local community representatives to hear and respond to those concerns first hand, and to explain the reasons for the change. Further meetings have been arranged by local management to further address some of issues raised.
