I propose to take Questions Nos. 1043 to 1045, inclusive, together.
Decisions on applications for Additional Needs Payments (including what were previously known as Exceptional Needs Payments) ) continue to be made locally.
The CWS is committed to providing a quality service to all citizens, ensuring that applications are processed and that decisions on entitlement are made as quickly as possible. There are no backlogs and claims work on hand is within the scheme's normal processing levels. Fully completed applications, where the required documentation is supplied, are processed within two weeks. It is important to note that where it is clear that a person has an urgent or immediate need, every effort is made to ensure that the claim is processed on the same day. Community Welfare Officers (CWOs) are very experienced and can generally assess when a case is so urgent that it requires an immediate response. Approximately 19% of customers attending the CWS in the Intreo Centres get a payment on the same day.
In order to assure a consistent level of service local Community Welfare Officers are now supported by a national Administration Support service based in a number of hubs around the country. This removes the administrative overhead on CWOs who now receive decision-ready claims to finalise. A CWS Response Team also assists local CWOs with decisions on claims where this is necessary due to the volume of pending claims or to cover leave, etc. The Galway Hub is a clerical support team based in Galway who deal solely with the administrative aspect of the application process. Decisions on applications are made locally by the local CWO. There are no undue delays in the Administration Support Hubs and all claims received into a support hub are made ready for decision as quickly as possible and are returned digitally back to the local based CWO, for example back to Cavan, within a short time for decision.
The delivery of crucial and locally based Community Welfare Services to meet the challenges and the needs of citizens in Cavan, Monaghan and across the country is a priority for me and for my Department. In this regard, a CWO is available to meet with citizens from Cavan during business hours Monday to Friday at Cavan Intreo Centre and also by appointment at Ballyconnell Branch Office. If a person is unable to travel to Cavan or Ballyconnell, a CWO can meet with the person at a mutually agreed location, including at their home. In Monaghan, Community Welfare Outreach services are available in Carrickmacross, Castleblayney, Clones and Monaghan Town.
While local face-to-face engagement with clients continues to be a cornerstone of the CWS, it is important to mention that a person does not need to meet with a CWO to make an application for assistance and any person, located anywhere across the Country, who needs to access the CWS can call the National CWS freephone number at 0818 60 70 80, to make an appointment or to speak directly to a CWO.
CWOs working on the national phoneline are dealing now with approximately 2,000 callers per week. This service is proving very popular with customers in rural areas, including areas in Cavan and Monaghan, who can have all their community welfare needs met without the requirement to travel.
As you may be aware, a person can also now apply online for an Additional Needs Payment (ANP) via www.MyWelfare.ie. This service means that there is no requirement for a person to travel to make a claim if that is their preference.
Alternatively, a person can make an application for Supplementary Welfare Allowance (SWA) by completing a SWA1 form which is available in all Intreo Centres and Social Welfare Branch Offices. This form can also be requested by calling freephone 0818 60 70 80 or at this link www.eforms.gov.ie/en/forms/5. The completed application form together with any supporting documentation should be returned to Community Welfare Services, Western Support Team, PO Box 13599, Galway, Freepost FGA 7634 where the claim will be processed through its initial stages promptly and assigned to a local CWO to finalise. If any further clarification or information is required on a claim the person will be contacted directly by community welfare staff.
The CWS continues to provide a flexible service to meet the different needs of customers, who may find themselves in a financially difficult or vulnerable situation. It is important that this service is easily accessible and responsive to our client’s needs.
I trust this clarifies the matter.
