The Citizens Information Board (CIB) is the statutory body with responsibility for the Citizens Information Service (CIS) under the aegis of the Department of Social Protection (DSP). CIB provides funding to eight CIS companies that operate a national network of Citizens Information Centres.
It is very important to note that, by law, the CIB is charged with independently overseeing the delivery of its services under its remit. Similarly, each CIS is a limited company governed by a voluntary board of directors. These eight CIS companies make decisions independently on the delivery of services in their own regions.
The CIS volunteer strategy was developed by the independent regional CIS companies and, as an operational matter, I cannot, as Minister for Social Protection, direct the CIB or the CIS in this regard.
In light of concerns raised by Deputies on this matter, I have however met with the Chairperson and CEO of CIB seeking further information on the issue of volunteers in CIS companies.
As Minister, I absolutely recognise and value the good work carried out by volunteers and I have been very clear to CIB that people who have given up their time down through the years deserve to be treated with respect.
CIB have assured me that the role of volunteers is still seen as central to the delivery of the service. Indeed, volunteers have been returning on a phased basis since mid-2022. To date, CIB reports that 120 volunteers have returned to support the delivery of Citizens Information Centres across the country. And CIB is now urgently engaging with the regional companies in relation to the continued return of volunteers.
In addition, following our recent meeting, CIB have now confirmed that they have agreed Terms of Reference for an independent review of the volunteer programme, and this has now commenced. This independent review will engage with internal and external stakeholders, including current and past volunteers, to make recommendations on the re-integration of volunteers to the service.
Both CIS staff and volunteers are vitally important, and both of these roles are focussed on the customer. From the moment a person contacts a CIC, they are treated with respect and empathy by both volunteers and staff. There is no policy within CIB or CIS of removing volunteers from the CIS service.
There are currently 89 Citizens Information centres open to offer information, advice and advocacy to the public. There are also 60 MABS offices open to provide assistance to those experiencing financial difficulty. The Citizens Information Phone Service and the MABS Helpline is open Monday to Friday 9am to 8pm. CIB’s website is also available and provides comprehensive information on a wide range of supports and entitlements.
The priority for the Board of CIB is that the service provided to the public is of the highest quality, whether provided in-person, online or by phone.
I trust this clarifies matters for the Deputy.
