Mr. John Stewart:

The discussion so far certainly throws up one point, namely, that the system is quite complex. Clearly, it is not straightforward, as Senator O'Donnell would recognise. It is becoming increasingly complex as different programmes are rolled out. Of course, we welcome those programmes. Participation is linked to certain criteria such as live register status. We have for a long time encouraged the Department to make information available in as simple a form as possible in order that people understand what they are entitled to, the qualifying criteria, the payments, etc. That is work the INOU does itself. It is very important.

Some of the points Mr. McKeon made on the access people not currently in receipt of a jobseeker's payment have to various programmes and services are useful. Clearly, we are not saying people who are not in receipt of a jobseeker's payment are not entitled to access any supports or programmes because clearly we know they are. Unfortunately however, a significant cohort is not entitled. Deputy Ó Snodaigh referred to some who are very much unemployed and who would not have made the transition, for example, from jobseeker's benefit to jobseeker's allowance and who have a strong sense that they are not now entitled to anything.

It is important that the INOU and the Department continue to provide information on what people qualify for and specifically on the services available. Mr. McKeon touched earlier on the communication around that. It is very important. This reflects a number of conversations we had while the Intreo service was being rolled out. There is a sense that, in some ways, the Department was not publicising what we regard as a potentially very useful service and its positive aspects. There are some services that people can access but many do not know they are available. Some might take the initiative and walk into an Intreo office and receive good information or signposting on what might be available locally, but others do not. There is certainly a sense that the Department needs to do more outreach work to promote the services available and actively encourage people to find out what is available, avail of it and obtain whatever advice and information is available. That is very important. A positive and strong public information campaign on some of these issues is important. As an organisation, we are anxious to work with the Department on this.

Deputy Conaghan made a point about the changes that unemployed people undoubtedly experienced with the new Intreo service. Mr. McKeon mentioned the work that we have done on researching people's experiences. The second phase of that work involves their experiences with local employment services. However, I would not underestimate the challenges that remain. We still find ourselves advocating on behalf of people who, for a variety of reasons, are either not receiving the service they believe they are entitled to or are finding themselves increasingly struggling to access payments. This accounts for a significant amount of our work. While the service has changed in terms of how it is structured and so on, and this is very welcome, the change has not been universal, and issues remain. For example, training is needed for Department of Social Protection staff. That training should be ongoing. The situation has improved, but we still receive feedback to the effect that, unfortunately, the service is not always as it should be.