Dara Calleary (Mayo, Fianna Fail) | Oireachtas source

Gabhaim buíochas leis an Teachta. I have a different topic. It is in the social protection area but it relates to obtaining payments. We can shoehorn it into what the Deputy has just said. I am taking this matter on behalf of the Minister, Deputy Humphreys. In my time I have not had any such experience. I have been fortunate in that we have had an excellent relationship with the Department of Social Protection right across the country. It has given excellent service.

The delivery of crucial and locally based community welfare services to meet the challenges and needs of citizens is a priority for me and for the Minister, Deputy Humphreys. The community welfare service, CWS, continues to provide a flexible service to meet the different needs of clients, who may suddenly find themselves in a financially difficult or vulnerable situation. I agree with the Deputy that it is important that this service is easily accessible and responsive to a client's needs at a particular time.

The basic supplementary welfare allowance, additional needs payments and other supplements are administered by designated persons in the community welfare service who consider the requirements of the legislation and all the particular circumstances of the case.

Typically, as the Deputy is well aware, a person has applied for another social welfare payment to which they may be entitled. Basic supplementary welfare allowance, SWA, may be provided on a temporary basis while other claims are being processed.

There is a full-time community welfare officer presence in more than 50 Intreo centres nationwide from 9 a.m. to 5 p.m., Monday to Friday. Intreo centres and branch offices are open five days per week. There is also a CWS national phone line. Complex queries or requests to speak with a CWO are escalated within minutes to a dedicated team of CWOs who speak to the customer and progress the query by phone. In all instances where it appears that the customer’s need is urgent, the query is referred to the local CWO for immediate follow-up on the ground, as referred to by the Deputy. Any person who needs to access the CWS can attend an office or call the phone line to make an appointment for a consultation on the same day with a CWO.

When considering an application for a basic SWA payment, the Department may ask for a number of supporting documents to ensure the person receives the correct level of payment. There are not intended to be any delays in processing applications. There are no backlogs and work on hand currently is within the normal CWS processing levels. Where the required claim application forms and documentation are supplied, claims are with the local CWOs for decision on the same day. Complete basic SWA applications, which are accompanied by the necessary supporting documentation, are finalised within one week of receipt in the Minister's Department. Where it has been identified that a person has an urgent or immediate need, as we are all familiar in dealing with, regardless of whether they have provided all of the required documentation, these claims are referred immediately to a CWO. Some 19% of all payments are made on the day of application. I thank the Deputy for the opportunity to clarify this situation. I will refer his remarks to the Minister, Deputy Humphreys. I can only say that my own experience has been universally positive.

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