Séamus Brennan (Dublin South, Fianna Fail)

The first question listed on the Order Paper concerns checks and balances in the operation in the Department. These questions are out of order, so I shall obviously have to work with them. The first question put down for me today deals with checks and balances. I shall continue with my reply to that one, if that is all right.

The primary objective of the Department's information policy is to ensure that all citizens are made aware of their entitlements and that they are kept informed of changes and improvements in schemes and services as they occur. The provision of information in a clear and accessible manner is an essential element in the achievement of this objective. Comprehensive information and guidance for social welfare schemes is available through the Department's network of more than 130 local offices throughout the country. Officers in 58 local social welfare offices are dedicated to providing information and are available to explain supports and services, and to assist people in completing forms and assessing their entitlements.

The Department produces a comprehensive range of information leaflets and booklets covering every social welfare payment or scheme. These information leaflets are available in a wide range of outlets throughout the country, including all local social welfare officers, citizens' information centres, post offices, many local community centres, as well as from the Department's lo-call leaflet line. The information is also available on the Department's website. The central information services unit in my Department operates a phone service where people can get information on all our services.

The Department takes a proactive approach in advertising new schemes and changes, as well as improvements to existing schemes and services, by using an appropriate mix of national and provincial media, information leaflets, fact sheets, posters and direct mailshots. Selective use is made of freephone services to provide information on new schemes and services, as well as at particular times of the year, such as at budget time. In addition to information aimed at the public, the Department routinely targets certain specific groups of customers to ensure that they are aware of the supports and services available.

In April 2005, a nationwide publicity campaign was undertaken for the respite care grant scheme to target carers who provide full-time care and attention and are, therefore, likely to qualify for the grant. Customers who received a respite grant in 2005 are being contacted regarding their possible entitlement to the grant in 2006. In addition, a fresh information campaign for carers will be undertaken later this year. In September 2005, a copy of the information magazine, Options & Opportunities, was sent out by my Department to more than 86,000 customers who are on the one-parent family payment. Feedback from this circulation to date had been very positive. In March 2006, the Department undertook a nationwide awareness campaign to promote and encourage those people to take up the family income supplement. This campaign lasted a week and included advertisements on television and radio, along with the provision of helplines.

Every effort is made by the Department to ensure that customers take up their full entitlement. The Department automatically issues application forms for child benefit on receipt of the notification of the birth of a child. New pensioners are issued with a checklist, advising them on all the support to which they may be entitled. The Department also works closely with Comhairle, the national citizens' information service, which provides information on social services in its network of centres throughout the country, on the Oasis website and through the citizens' information phone service. A number of voluntary organisations funded by the Department also carry out much work in this area.

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