Following clarification from your office, the “services” to which this Parliamentary Question relates to are “services provided by local Social Welfare branch offices”.
Branch Managers are contracted to act as the agent of the Department of Social Protection in the geographic area served by the Branch Office and as determined by my Department.
The main remit and the general areas of activity of Branch Offices include;
- To receive claims in respect of all schemes operated by the Department of Social Protection.
- To register Branch Office customers claims and capture all relevant information in a timely manner.
- To accept and process evidence of unemployment, means and other scheme conditionality in the prescribed manner.
- To make decisions on selected categories of claims.
- To maintain claims by updating changes to customer details etc. and to accept, forward and/or assign, without delay, to the relevant Intreo Centre or scheme headquarters any changes which affect payment.
- To provide comprehensive information in relation to all Department of Social Protection Schemes, including information on employment and support services, job vacancies, training/educational and development opportunities operated through Solas and the Education Training Boards or any other provider.
- To schedule customers for information sessions, interviews, training/educational courses and opportunities.
- To operate the Department’s internal and external Fraud and Control Policies in accordance with instructions and advice.
- To liaise and co-operate with all business areas of the Department of Social Protection and other Government Agencies and to assist in the delivery of the services of these areas and agencies by providing customer referrals.
- To account for all moneys received and paid on behalf of the Department of Social Protection in such manner as may from time to time be laid down.
- To record, pursue and recover overpayments to customers.
- In selected Branch Offices, to provide SAFE registration services and Public Service Cards to an extended cohort of customers and catchment areas as required. The process may include issuing Personalised Public Service Numbers.
As stated, the provision of a comprehensive information service in relation to all of the Department of Social Protection Schemes is a key service delivery role for Branch Offices.
The provision of information services in Branch Offices is supported by the Information Services Unit in the Department and Branch Office staff are invited to attend the annual Information Seminar for information providers. Branch Offices are provided with regular information, including updates, posters, application forms etc. and they are well positioned to provide a quality information service to their customers.
Training for Branch Office staff is supported by the linked network of Intreo Centres. Branch Office staff receive appropriate levels of training relevant to the duties carried out by them and they are afforded access to the Department’s training information, materials and trainers.
If the Deputy has a particular issue with the provision of information or of the general standard of service delivery in any Branch Office then perhaps he could let me have details and I will undertake to have the matter investigated.
