Dáil Éireann Debate, Thursday - 22 March 2018
281. Deputy Tony McLoughlin asked the Minister for Employment Affairs and Social Protection if appropriate training or assistance will be provided to carers to complete required forms in order to minimise declined applications and missed payments; and if she will make a statement on the matter. [13373/18]
Amharc ar fhreagra282. Deputy Tony McLoughlin asked the Minister for Employment Affairs and Social Protection if appropriate training or assistance will be provided to carers to complete required forms in order to minimise declined applications and missed payments; and if she will make a statement on the matter. [13420/18]
Amharc ar fhreagraI propose to take Questions Nos. 281 and 282 together.
The policy of my Department is to ensure application forms are presented in a simple, clear, and easy to read format. Application forms are also made available on request in alternative formats, including audio and braille. The design and layout of each application form must also have regard to the particular requirements of the individual scheme or payment and ensure that the form captures all of the information required to assess and process the application. The content and layout of application forms is reviewed regularly to ensure they are kept up-to-date and that they comply with our plain English principles.
The Carer’s form has recently been redesigned. This new form will allow carers to provide more information on the type and level of care they provide, with an aim to providing Deciding Officers with the information they need to expedite decisions on entitlement. The Changes to the form have been finalised following consultation with Family Carers Ireland and carers representatives.
Whilst no specific training is proposed for carers to assist them in completing application forms, my Department provides a range of supports to assist carers, and other customers who may require further information or experience difficulties in filling out a form.
First, the Department’s website, www.welfare.ie, is the central repository of information on all of the Department’s schemes and services. It is clearly laid out and complies with accessibility guidelines to ensure that all users, including those using assistive technologies, can easily access information and services.
In addition, the Department's Carer’s Section and the Department's general enquiry facilities can assist a person who wishes to enquire about their potential entitlement, or clarify certain elements of an application form. In order to further improve accessibility of information and services for all customers, my Department will continue to explore additional channels of communication, including the use of video content, where appropriate.
The Department also operates a nationwide network of Intreo centres and branch offices. In larger offices there is staff dedicated to providing information and explaining the Department's schemes and services available, and to provide assistance to customers to enable them to access their full entitlements or indeed help those who need assistance in filling in a form.
Furthermore, the national network of Citizen Information Services also provides key advice, information and assistance to customers seeking such on my Department’s schemes or indeed who need assistance in filling in a form.
In addition, regular formal information sessions for customer representative groups, are used as a means of communicating new information on schemes, as well as providing an opportunity to consult and receive feedback on proposed announcements, changes and communication strategies. This is an important source of customer feedback and an opportunity for a variety of customer groups and representatives to engage with us.
In line with my Department’s commitment to ensuring that members of the general public are fully aware of the welfare supports and services available to them, the Department run various external information campaigns to increase general public awareness of the schemes and services available. Advertising is targeted appropriately through the best mix of media to ensure that the Department’s messages reach the target customers. Such campaigns are complimented by the Department’s social media presence and attendance at various national events and information talks to provide alternative mechanisms for customers to contact the Department in a face-to-face setting.
I hope this clarifies the matter for the Deputy.
