Claire Kerrane (Roscommon-Galway, Sinn Fein)
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63. To ask the Minister for Employment Affairs and Social Protection if she will provide an update on the processing of additional needs’ payments; and if she will make a statement on the matter. [59448/22]

Claire Kerrane (Roscommon-Galway, Sinn Fein)
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Will the Minister provide an update on the processing of applications for additional needs payments? They are obviously critical in the winter period for those families and workers who will need support so it is really important that this payments system is working efficiently, effectively and in a timely manner. Will the Minister please give us an update in that regard?

Heather Humphreys (Cavan-Monaghan, Fine Gael)
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I thank Deputy Kerrane for raising this issue. As of 1 October 2022, over 75,000 applications for additional needs payments, ANPs, were processed and payments awarded. This represents a 63% increase in awarded payments compared with the same period in 2021. My Department has already paid an estimated €46 million in ANPs so far this year. Some of this increase can be attributed to the response to support families arriving from Ukraine.

The claims currently being received for ANPs are varied and often quite complex, reflecting the individual circumstances being experienced. Where an application is complete and accompanied by the required documentation, it is generally processed very quickly. Where it is clear that a person has an immediate need, every effort is made to ensure he or she receives a payment on the same day. Any delays are typically due to additional information or documentation being requested from the person and the length of time it takes for the information to be provided. Some claims, by their very nature, are not as urgent and, in these cases, the community welfare officer, CWO, gives greater flexibility to the customers with extended time to respond. Upon receipt of this information, the application will then be processed quickly.

My Department has taken a number of steps to simplify and streamline the process for persons applying for additional needs payments. There has been a major public information campaign to raise awareness of the payment. A client does not have to attend an office in person to make a claim. If it is more convenient for them, clients can speak directly with a CWO when they call the community welfare service freephone line. People who have never been to a CWO before find this very useful. There is a full-time CWO presence in more than 50 Intreo offices nationwide from 9 a.m. to 5 p.m., Monday to Friday. Of course, in addition, CWOs attend clinics in other locations, deal with people over the phone and, where needed, arrange to visit a person’s homes by appointment. There are 412 people across all grades in the community welfare service.

Claire Kerrane (Roscommon-Galway, Sinn Fein)
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I thank the Minister for her response. It is always welcome to see the number of applications approved and being paid out rising. That means that people are seeking support and getting it, which is important. Can the Minister give us any information on the number of applications refused? I had asked that in a parliamentary question but all I got back was the number approved. It is important that we have those data. Data on exceptional needs and urgent needs payments refusals were not previously collected but then started to be collected.

It is important we have this information as well because we need to make sure that people are getting the support they need. The Minister confirmed last week that 70% of applications are finalised within four weeks. A month is a long time to wait. I do not believe it is fair to put it on all on the individual and say, "Well, they do not send on the full information". Clearly there are issues there. Will the Minister provide an update on staffing? I know that recruitment is under way, which is welcome.

Heather Humphreys (Cavan-Monaghan, Fine Gael)
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I thank the Deputy. I have been in politics for almost 20 years. I have always dealt with local CWOs and to be fair to them they have always done their very best to help people. They give a good service. The delivery of this service is a priority for me and my Department. As of October, more than 75,000 applications for additional needs payments had been processed and awarded. This represents a 63% increase in awarded applications compared to the same period in 2021. As the Deputy will be aware, we had a major communications campaign to raise awareness of the additional needs payment. I believe that campaign has worked. We know this because the numbers applying have increased.

Claire Kerrane (Roscommon-Galway, Sinn Fein)
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It is important that the online provision is put up as quickly as possible. I had asked the Minister about it just before the summer recess. Perhaps she will also give us an update on that. It will be helpful for those people who can apply online. At least then they can give all of the information before they submit the application at all. That should help to move things along in a timely manner.

I take nothing away from CWOs; they do a wonderful job. The problem is that they are not in the community the way they used to be. We cannot all be wrong. Everyone in the Opposition who has a role in social protection has raised issues with the Minister around CWOs, and I have put it to her many times. This has come to me from the local family resource centre. A person in a domestic violence situation cannot have someone come out to the home. The person does not have 15 minutes to wait on the phone or to explain the situation. People in those circumstances need to be able to access the community welfare officer. In the case of my home town, the CWOs used to be in the local health centre. They are not there anymore and that is an issue. Every Member on this side of the House has raised cases with the Minister. We cannot all be wrong. I ask her to look at it again, and to perhaps engage with the CWOs directly on that.

Heather Humphreys (Cavan-Monaghan, Fine Gael)
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Where an application is complete and the required documentation is supplied, it is processed quickly. As I have said previously, where there are delays sometimes it is due to additional information or documentation being requested from the person to support their application. My Department has taken a number of steps to simplify and streamline the process for persons who apply for additional needs payments. There is a new national helpline phone number so people can ring up and get advice. A full-time CWO is also present in more than 50 Intreo offices nationwide, between 9 a.m. and 5 p.m., Monday to Friday. The CWOs remain available to attend clinics. They can talk to people over the phone where needed, and they can arrange to visit a person's house by appointment. We are genuinely doing everything we can to facilitate and help people. There are many payments. If they are urgent, they are paid out on the same day. I have confirmation that this has happened in instances where it is essential for items such as food, or for things that are so urgent that people do get it on the same day. In fairness to the CWOs, they are doing the best to make sure it is delivered on time.