Anne Rabbitte (Galway East, Fianna Fail) | Oireachtas source

The Citizens Information Board, CIB, is a statutory body tasked with providing information, advocacy and advice to citizens. It must be noted that the staff of the CIB are public servants and that the CIB itself does not have volunteers. The vital services for which the CIB is responsible for are delivered by eight independent regional Citizen Information Service, CIS, companies. The CIB provides funding to the eight CIS companies, which in turn operate a national network of citizens information centres. It is important to note the independent nature of the CIB, which operates under the Comhairle Act 2000, as amended, and is overseen by its own board. Similarly, each CIS company is an independent limited company governed by a voluntary board of directors. The eight CIS companies make decisions independently on the delivery of services in their own regions.

Decisions on the engagement of volunteers are made by the regional CIS companies. I understand that the CIS volunteer strategy was developed by the independent regional CIS companies acting jointly and then implemented by each company in its respective area. I am informed that the strategy was to support the effort to re-engage volunteers in the service after the pandemic years. Significant changes occurred very rapidly during the pandemic. During that time, centres were often unable to offer a drop-in service because of public health restrictions and volunteers were no longer able to be involved. As the pandemic progressed, employees in the centres quickly adapted to the use of digital services, phone services and offering limited appointments to keep the service operating for the public. The updates and changes to information, advice and advocacy that have taken place during the past two years have been unprecedented.

The development of the volunteer strategy is an operational matter for the CIS companies. The Minister for Social Protection cannot direct either the CIB or the CIS companies in such operational issues. Notwithstanding this, in light of concerns raised by Deputies on this matter, the Minister, Deputy Humphreys, recently met with the chairperson and CEO of the CIB seeking further information on the issue of volunteers in CIS companies. The Minister absolutely recognises the good work carried out by volunteers. She has made it very clear to the CIB that people who have given up their time down through the years deserve to be treated with respect. I understand the CIB assured the Minister that the contribution of volunteers continues to be highly valued in this regard. 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, the CIB reports that 120 volunteers have returned to support delivery in citizens information centres across the country. The CIB is now urgently engaging with the regional companies in relation to the continued return of volunteers. In addition, following the meeting with the Minister, the CIB has confirmed that it has agreed terms of reference for an independent review of the volunteer programme, which has now commenced. This independent review will engage with internal and external stakeholders, including current and past volunteers, and will make recommendations on the reintegration of volunteers to the service.

Both CIS staff and volunteers are vitally important and both of these roles are focused on the customer. From the moment a person contacts a citizens information centre, her or she is treated with respect and empathy by both volunteers and staff. There is no policy within the CIB or CIS companies of removing volunteers from the CIS. There are currently 89 citizens information centres open to offer information, advice and advocacy to the public.

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