Fiona O'Loughlin (Kildare South, Fianna Fail) | Oireachtas source

If Ms Higgins and Mr. O'Callaghan do not have the answers to all of the questions, they can feel free to write to us afterwards with any answers for which they do not have the information. We will be happy to circulate that to all of the members and to Deputy Connolly.

To say a few words myself, when I started to look at the remit of Caranua and listen to the stories, the first thing that struck me was the name, which means "new friend". If one came from a very vulnerable situation where there were feelings of low self-esteem having experienced a lack of respect, one would feel this body should be offering friendship and support in a new way. From what I have listened to and heard from survivors, they certainly did not have that experience, which is very unfortunate. They came from a place where they felt that at least somebody had listened and there was going to be some element of support in terms of housing and education. They felt they would be able to apply for help and support which would in some small way mitigate the wrong which had been done to them. They have gone through what I perceive from my interactions with survivors has been a generally negative process. I am really sorry to say that because I would like to be here saying that this was established with the very best protocols and practices for the most vulnerable people we have. In my view, they have not been dealt with appropriately.

There appear to have been many communication problems. I have heard from survivors about phone calls going unanswered and not being responded to. Someone was waiting for a case worker for a long period of time, to which Ms Higgins referred in terms of the dedicated officer that would be in place. There may have been a dedicated officer in place in many instances, but that dedicated officer would change. There was a lack of continuity in terms of dealing with particular individuals. These are situations in which survivors had not opened up to family and friends about where they came from because they wanted to get on with their own lives. When they then opened up the world of hurt that came from childhood, they did not get the supports.

Ms Higgins was talking about the counsellor service, Towards Healing. I have had communication from some of those counsellors as well. They feel that, in many instances, the survivors who came to them for counselling about what they had gone through in their childhoods now needed counselling for the treatment they had received from Caranua. That is regrettable. Like other members, I have been contacted by a number of people, some of whom I had known since childhood without realising their background. It took a lot of courage to come and talk about their experiences in the past and the experiences they are having now.

I turn to some questions. The Act states that the board will pay former residents from the investment account and provide them with grants to avail of approved services. How does the board assess the selection criteria for such grants? We have heard of people who have been turned down and we need to know why. I appreciate that the witnesses cannot go into individual cases, but the selection criteria are hugely important.

Having heard the average time for an application and understanding that the administration costs have risen significantly but that fewer applications have been made, I feel that having additional staff in place would not reduce the backlog of applicants significantly. The two sides of the same coin are telling a different story in that regard.

The issue of rent was raised before. I know of another organisation that got a premises through the OPW. It had to leave it last year and seek another for which it would have to pay and from which it could operate. I do not know whether the OPW changed its policy. This is quite possibly what Caranua is facing.

I thank the delegates for their statement and the information they sent in. They say Caranua is values-based, needs-led and person-centred. That certainly sounds good, as does the statement that the board is open, transparent and accountable. It is commendable that there are four survivors on the board of nine. All of that tells a very good story but if the board does not serve the needs of the people for whom it was set up, it is not satisfactory. The experience of survivors tends to be negative. I have no doubt that there are many positive stories and that we are not getting to hear them. We are getting to hear the negative ones. We have a duty to all those people who have contacted us to raise these issues.

Language was highlighted by a number of members. I have read some of the language that has been used by the survivors describing how they feel they have been treated. They have felt they were not respected. They have felt upset, traumatised and very stressed. These are words they have all used. Having heard some of the anecdotal accounts of the language used by caseworkers at the end of the telephone, I believe it certainly leaves a lot to be desired. It is very concerning. In the letter, we asked the delegates to refer, in particular, to expressions of dissatisfaction. I accept the delegates' statement in their written submission that they could not respond on particular cases. There has been dissatisfaction at such a level, not just at this meeting but also in the media the press, that I feel we have to get some response to it, making reference to the steps Caranua takes to ensure it operates in accordance with best practice, to the reported erroneous closing of active cases and to the new, complicated and confusing guidelines that have been introduced. These require a response.

Ultimately, we are here as legislators to try to assist the survivors, in the first instance, and also Caranua in the performance of its functions. In the delegates' opinion, is there anything we can do as legislators to assist them in the performance of their functions? I will now hand over to Ms Mary Higgins, and then to Mr. David O'Callaghan. I will then give the members an opportunity to contribute.