Martin Ferris (Kerry North, Sinn Fein)
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Question 105: To ask the Minister for Social and Family Affairs if social welfare offices are currently operating with a full staff capacity; and if extra staff have been allocated to deal with the number of claimants. [34381/09]

Mary Hanafin (Dún Laoghaire, Fianna Fail)
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Since May 2008, 357 extra staff have been assigned to local offices, new central support units and the Department's inspectorate. Of these, some 200 have been assigned since January 2009 as follows: 16 social welfare inspectors were assigned in March 2009 to various locations around the country to undertake means testing and other work associated with processing claims for the jobseekers allowance - I gave a more up to date figure in this respect earlier; 68 posts have been assigned to date for local office central support units in six locations; some 116 posts have been assigned to local offices around the country, some of which have been filled by temporary staff pending the assignment of permanent staff. The position will be kept under review and whatever additional resources are required will be allocated.

A number of measures have also been taken to improve the processes used in processing claims. These include the introduction of a streamlined process for people who had a claim in the previous two years, an improved procedure for claimants moving from jobseeker's benefit to jobseeker's allowance, fast-tracking of certain categories of claims, on-line availability of application forms for the jobseeker schemes and new arrangements to include claims from casual employees to be processed in a more timely fashion.

One of the most significant initiatives introduced recently aimed at reducing queuing and waiting times involves the customer attending the office by appointment at which time the claim is taken and decided. This system has already been introduced in 20 offices and the Department is finalising plans to extend the initiative to a further 20 offices.

I assure the House that every effort is being made to ensure that claims are processed as quickly as possible. However, anyone who is under financial pressure while awaiting a decision on their claim for a jobseeker's payment can apply for supplementary welfare allowance.

Aengus Ó Snodaigh (Dublin South Central, Sinn Fein)
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I wonder if the Minister knows how well the new system of appointment is working. I have heard that some of the appointments are running over resulting in people having to wait a lot longer than expected.

Of the 357 extra staff, how many took up contract positions which were not being renewed? Has an additional 357 staff been appointed or were 357 permanent staff put into this area? Also, how many vacancies exist in the Department that need to be filled to ensure social welfare offices are fully operational and able to cope with the enormous queues at social welfare offices every morning, of the type we experienced in the 1980s?

Mary Hanafin (Dún Laoghaire, Fianna Fail)
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If the current appointment system is not working local managers need only increase the time for appointments from 30 to 40 minutes. It is a local matter. It is far more preferable to tell a person who attends in respect of a claim to call back on a specific date at a specific time to a particular hatch rather than simply tell him or her to join the queue. As I understand it, the system is working well. Any regional difficulties that arise can be addressed at local level.

Temporary staff will be removed as soon as permanent staff are appointed. The Deputy will be aware there is an embargo on recruitment to the Civil Service and as such the new staff are being redeployed from other offices. The numbers I gave are significant in terms of the ones already in place.

There are no vacancies within the Department. It is simply a matter of staff redeployment.

James Reilly (Dublin North, Fine Gael)
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Knowing what a stickler the Leas-Cheann Comhairle is for formalities I was reluctant to stand while the Minister was standing.

Brendan Howlin (Wexford, Labour)
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I was allowing the Minister some time to find her notes.

James Reilly (Dublin North, Fine Gael)
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Prior to last Christmas I raised in this House the plight of thousands of unemployed people in Balbriggan which has no social welfare office and of unemployed people in Swords who have to stand in long queues in the rain outside the social welfare office there. It is almost Christmas again and there is still no social welfare office in Balbriggan. The Minister promised me this matter would be addressed. What does she have to say to the people of Balbriggan who must travel to Coolock or Gardiner Street to obtain their social welfare payments and are now faced with the loss of their post office?

Brendan Howlin (Wexford, Labour)
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The Deputy has raised a specific question that would have merited the tabling of a separate parliamentary question. Perhaps the Minister would like to make a general response.

James Reilly (Dublin North, Fine Gael)
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Why no action? Why is there still no social welfare office in Balbriggan almost 12 months later?

Mary Hanafin (Dún Laoghaire, Fianna Fail)
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I will revert to the Deputy with a reply on the matter. I am aware that the Office of Public Works was informed of the priority of providing a social welfare office in Balbriggan.

James Reilly (Dublin North, Fine Gael)
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God help Ireland if that is priority.

Mary Hanafin (Dún Laoghaire, Fianna Fail)
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I will obtain an update on the matter for the Deputy and have it forwarded to him.

Róisín Shortall (Dublin North West, Labour)
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Performance in respect of tackling the waiting lists has been unsatisfactory in recent months. A particular problem appeared to have arisen during the month of August when waiting times increased by, on average, 16%. In places like Roscommon and Tullow the waiting time increased by seven weeks during the month of August alone. In Clondalkin the waiting time increased by four weeks. The key problem appears to be the lack of adequate cover for staff during holiday time.

It is completely unacceptable that people who applied for the jobseeker's allowance this month or even last month will not receive their payment before Christmas. By any standard, that is completely unacceptable. Performance in this area has been very poor. What arrangements has the Minister made to ensure adequate cover when staff are on holiday or on sick leave, as can be expected given that winter is approaching?

Brendan Howlin (Wexford, Labour)
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If the Minister is brief I will try to allow an extra supplementary question.

Mary Hanafin (Dún Laoghaire, Fianna Fail)
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The Deputy will be aware that the Minister does not determine who covers for whom and in what area. Issues continue to arise in particular in regard to term time and annual leave, especially in the Department of Social and Family Affairs which in the main comprises female staff.

Róisín Shortall (Dublin North West, Labour)
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I asked the Minister what provision she is making to deal with that.

Mary Hanafin (Dún Laoghaire, Fianna Fail)
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I acknowledge that we should ensure people do not incur additional delays. However, it should also be noted that big inroads were made in July and August on the number of outstanding claims, which were reduced by more than 20,000.

Róisín Shortall (Dublin North West, Labour)
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Waiting times increased by 16% in August alone. How can the Minister defend that?

Mary Hanafin (Dún Laoghaire, Fianna Fail)
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In only one or two offices.

Olwyn Enright (Laois-Offaly, Fine Gael)
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The reality of the situation is that files are left sitting on the desks when staff are absent from work due to illness, maternity leave or annual leave. I am being told when I contact the social welfare office that particular matters are not being dealt with as the person dealing with them is out of the office. The Minister needs to tackle this issue. It is not in one or two places, it is across the board and that is the Minister's responsibility.

The Minister said the new appointment system is in place in 20 offices and will be set up in 20 more. If it is working so well, why not put in place everywhere?

Mary Hanafin (Dún Laoghaire, Fianna Fail)
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The main reason is to ensure the management and staff of the particular office are in a position to be able to take it and that the accommodation in that office can facilitate the number of hatches for appointments. It is a straightforward process and will be rolled out.

Some claims, such as benefit claims, are very straightforward which is why they can be done in a week in some places. The system can be checked and if the contributions have been made the person qualifies. People must be trained, however, to make decisions on assistance because so many documents must be considered and so many interests must be taken into account. It is not quite as easy as saying someone can have immediate cover. I do not want to see delays but huge inroads have been made into the backlog.