Written answers

Tuesday, 19 January 2010

Department of Social and Family Affairs

Social Welfare Benefits

9:00 pm

Photo of Billy TimminsBilly Timmins (Wicklow, Fine Gael)
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Question 87: To ask the Minister for Social and Family Affairs the processing time for each individual social welfare office to deal with a claim for jobseeker's allowance; and if she will make a statement on the matter. [1713/10]

Photo of James ReillyJames Reilly (Dublin North, Fine Gael)
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Question 106: To ask the Minister for Social and Family Affairs the average processing time in respect of a claim for jobseeker's benefit to be dealt with; and if she will make a statement on the matter. [1708/10]

Photo of Alan ShatterAlan Shatter (Dublin South, Fine Gael)
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Question 112: To ask the Minister for Social and Family Affairs the processing time for each individual social welfare office to deal with a claim for jobseeker's benefit; and if she will make a statement on the matter. [1709/10]

Photo of Fergus O'DowdFergus O'Dowd (Louth, Fine Gael)
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Question 119: To ask the Minister for Social and Family Affairs the average processing time for a claim for jobseeker's allowance to be dealt with; and if she will make a statement on the matter. [1704/10]

Photo of Mary HanafinMary Hanafin (Dún Laoghaire, Fianna Fail)
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I propose to take Questions Nos 87, 106, 112 and 119 together.

I fully appreciate that becoming unemployed and having to claim a jobseeker's payment is stressful enough in itself and that it is vital that people get access to financial supports as quickly as possible.

As Deputies will be aware, the number of people on the live register grew by over 45% in the 12 months to December 2009.

The Department of Social and Family Affairs has sought to manage this increase as well as it possibly can and to keep delays to a minimum. Improved processes and procedures have helped to increase productivity among existing staff, over 400 extra people have been assigned to claim processing since May 2008 and centralised units have been set up to relieve some of the pressure on the busiest offices.

The average processing times for claims decided in December was two weeks for jobseeker's benefit and just over six weeks for the jobseeker's allowance. This is the average nationally and there are fluctuations between offices. In December, 4 out of every 5 claims for jobseeker's benefit were processed within 3 weeks and 2 out of every 3 claims for the means tested payment jobseeker's allowance were processed within 6 weeks.

Processing times can vary depending on the complexity of the claim and the availability of the necessary documentation from the applicant and or their employer. In the case of jobseeker's allowance claims, carrying out means assessments and determining whether a claimant satisfies the Habitual Residence Condition can also take time.

Processing times can also vary from office to office due to the extent of the increased claimload, the number of staff vacancies, the duration of such vacancies and the turnover of staff in the office.

From time to time the average processing time for an individual office can vary considerably. This can occur where, for example, an office concentrates on clearing the claims that have been awaiting a decision the longest.

I am making available a tabular statement showing the average processing time for claims decided in December for each local and branch office. Claims for branch offices are decided in their parent local office.

While I know that processing times are still too long in some areas, it should be noted that the additional resources and process improvement measures that have been put in place are having an impact. For example, the number of jobseeker's claims awaiting a decision on 9th January last was 30% lower than in July.

While every effort is made to ensure that applications are processed as quickly as possible, anyone who is under financial pressure while awaiting a decision on their claim for a jobseeker's payment can apply for supplementary welfare allowance which is subject to a means test and other qualifying conditions. It is open to anyone who is not satisfied with the decision on their claim to appeal that decision to the Social Welfare Appeals Office.

I assure the House that the Department will continue to prioritise reducing the unacceptable delays in deciding welfare claims that are evident in a small number of offices.

JOBSEEKER PROCESSING TIMES (IN WEEKS) DEC 2009
JBJA
ACHILL0.030.46
APOLLO HOUSE0.812.00
ARDEE4.269.15
ARKLOW0.783.57
ATHLONE2.883.58
ATHY1.657.89
BALBRIGGAN3.248.59
BALLINA2.197.47
BALLINASLOE1.345.12
BALLINROBE1.367.55
BALLYBOFEY0.793.65
BALLYCONNELL4.705.72
BALLYFERMOT0.973.92
BALLYMUN2.083.17
BALLYSHANNON0.913.31
BALTINGLASS1.127.87
BANDON4.016.26
BANTRY1.736.93
BANTRY CO0.891.81
BELMULLET0.812.26
BIRR1.424.30
BISHOP SQUARE2.049.26
BLANCHARDSTOWN1.319.19
BOYLE1.809.25
BRAY1.333.79
BUNCRANA4.215.52
CAHIR1.052.47
CAHIRCIVEEN2.483.77
CARLOW0.382.69
CARRICKMACROSS1.835.59
CARRICK-ON-SHANNON1.802.96
CARRICK-ON-SUIR2.809.22
CARRIGALINE1.774.59
CASHEL0.943.63
CASTLEBAR1.914.86
CASTLEBLAYNEY1.273.49
CASTLEPOLLARD6.9519.62
CASTLEREA2.0311.62
CAVAN2.418.19
CLAREMORRIS1.8511.68
CLIFDEN2.003.75
CLONAKILTY4.135.24
CLONDALKIN2.765.86
CLONES0.964.77
CLONMEL0.652.54
COBH0.781.36
COOLOCK2.514.73
CORK1.675.49
DINGLE1.563.57
DONEGAL1.343.94
DROGHEDA2.8110.25
DUNDALK0.902.17
DUNFANAGHY0.861.85
DUNGARVAN2.739.46
DUNGLOE1.751.77
DUN LAOGHAIRE1.747.03
EDENDERRY2.1913.24
ENNIS1.464.75
ENNISCORTHY2.477.85
ENNISTYMON3.112.93
FERMOY2.446.24
FINGLAS1.233.48
GALWAY3.6510.64
GOREY3.045.22
GORT2.208.49
KELLS2.368.63
KENMARE1.783.09
KILBARRACK1.864.57
KILKENNY0.644.28
KILLARNEY0.878.44
KILLORGLIN1.594.76
KILLYBEGS0.832.71
KILMALLOCK1.482.88
KILRUSH2.953.98
KING'S INNS ST1.252.78
KINSALE3.969.03
LETTERKENNY0.682.99
LIMERICK3.078.91
LISTOWEL0.924.29
LONGFORD2.6811.67
LOUGHREA1.706.50
MACROOM3.645.61
MALLOW1.823.47
MANORHAMILTON1.890.41
MAYNOOTH3.046.87
MIDLETON2.795.46
MONAGHAN1.234.18
MUINE BHEAG0.835.05
MULLINGAR2.4615.52
NAVAN2.2715.29
NAVAN ROAD2.557.68
NENAGH1.133.54
NEWBRIDGE1.716.63
NEWCASTLE WEST1.313.13
NEWMARKET5.003.65
NEW ROSS3.285.97
NUTGROVE0.711.84
PORTARLINGTON0.878.11
PORTLAOISE2.076.39
RATHDOWNEY3.009.23
ROSCOMMON1.655.02
ROSCREA0.982.81
SKIBBEREEN2.246.35
SLIGO1.527.67
SWINFORD2.0211.52
SWORDS LO2.523.24
TALLAGHT1.445.70
THOMAS STREET1.213.03
THOMASTOWN3.079.22
THURLES1.064.48
TIPPERARY1.593.20
TRALEE2.083.87
TRIM3.5810.71
TUAM1.1910.51
TUBBERCURRY0.710.90
TULLA2.572.61
TULLAMORE1.278.06
TULLOW1.096.66
WATERFORD4.045.27
WESTPORT1.401.29
WEXFORD1.014.67
WICKLOW1.653.96
YOUGHAL1.097.12

KEY MESSAGES

Ø National average processing time in December was:

§ jobseekers benefit 2.03 weeks

§ jobseekers allowance 6.22 weeks

Ø The number of JA and JB claims awaiting a decision as of the 9th January was 58,878.

This is huge reduction on the 82,000 that were pending in July.

Ø Live Register

§ December 2008 – 290,018

§ December 2009 - 423,595

Note for the Minister

The Live Register has increased by 46% in the 12 months to December 2009, from 290,018 to 423,595. Offices also deal with claims that are not counted on the LR and the total claimload is almost 500,000.

The number of JA and JB claims awaiting a decision at the 9th January was 58,878. This is a huge reduction on the 82,000 that were pending in July. This illustrates that the additional resources that have been assigned to local offices coupled with the range of process improvement initiatives are having a positive effect.

The position in relation to offices with particular difficulties in December is as follows:

CASTLEPOLLARD

§ As of week ending 31 December 2009 there were 260 Jobseeker Allowance and Benefit claims pending decision.

§ The average weekly processing time for JA in December 2009 was 19 weeks.

§ The average weekly processing time for JB in December 2009 was 6 weeks.

§ The processing times reflected a number of very old cases which had been undecided. This consequently this inflated the average processing times for the month. The majority of these cases had been awaiting determination of the Habitual Residence Condition and this contributed to the delays in processing.

§ During the period 30 October 2009 to 26 December 2009 the number of claims pending has accordingly been reduced by 24%.

§ Of the total of 211 JA claims pending 57 (27%) cases are pending decision for more than 10 weeks.

2. Planned Actions

§ All HRC cases have been recalled from HRC Dublin and have or are being decided by Regional LOSU.

§ An additional Investigative resource has been assigned to assist with the investigation of any outstanding JA claims for investigation. In addition 3 Social Welfare Investigators based in Cavan will be providing a dedicated investigative resource on JA claims associated with Castlepollard Branch Office.

§ For cases that can be made decision ready The Regional Local Support Office Unit (LOSU) will provide dedicated resources for the processing of all Jobseeker Allowance claims for Castlepollard Branch Office to address the issue of unacceptable processing times.

§ The LOSU will continue to prioritise all Castlepollard decision ready cases. These are being referred on a weekly basis to LOSU. This prioritisation will continue until backlog is cleared and acceptable processing times restored.

EDENDERRY

Reduction in Claimload

§ As of week ending 3 Oct 2009 there were 674 Jobseeker Allowance and Benefit claims pending decisions.

§ As of week ending 26 December 2009 there were 352 claims pending decision.

§ As of week ending 26 December 2009 Edenderry Branch Office had a claimload of 2,459

§ The average weekly processing time for JA in December 2009 was 13 weeks.

§ The average weekly processing time for JB in November 2009 was 2 weeks.

§ During the period October 2009 to 26 December 2009 the number of claims pending has been reduced by 48%.

§ Of the total of 298 JA claims pending 54 cases (18%) are pending decision for more than 10 weeks.

Remedial Action:

§ An additional Social Welfare Investigator has been assigned specifically and exclusively to cover Edenderry since October 2009 - to address the backlog of claims awaiting investigation and consequently improve processing times.

§ The Regional Local Support Office Unit (LOSU) is providing dedicated resources for the processing of all Jobseeker Benefit and Allowance claims for Edenderry Branch Office to address the issue of unacceptable processing times.

§ The LOSU will continue to prioritise all Edenderry decision ready cases. These are referred on a weekly basis to LOSU. This prioritisation will continue until backlog is cleared and acceptable processing times restored.

§ Investigative resources have been assigned to concentrate on any claims JA awaiting investigation in order to improve processing times.

MULLINGAR

§ As of week ending 31 December 2009 there 1,072 were Jobseeker Allowance and Benefit claims pending decision.

§ The average weekly processing time for JA in December 2009 was 15 weeks.

§ The average weekly processing time for JB in December 2009 was 2 weeks.

§ The JA processing times reflected a number of very old cases which had been undecided. This consequently this inflated the average processing times for the month. The majority of these cases had been awaiting determination of the Habitual Residence Condition and this contributed to the delays in processing.

§ There are particular difficulties in the context of staffing resources and high levels of sick leave over the past number of months which has impacted on the office.

Remedial Action:

§ An additional Social Welfare Investigator has been assigned - to address the backlog of claims awaiting investigation and consequently improve processing times.

§ The Regional Local Support Office Unit (LOSU) is providing dedicated resources for the processing of all Jobseeker Benefit and Allowance claims for Mullingar Office to address the issue of unacceptable processing times.

§ The LOSU will continue to prioritise all Mullingar decision ready cases. These are referred on a weekly basis to LOSU. This prioritisation will continue until backlog is cleared and acceptable processing times restored.

§ Investigative resources have been assigned to concentrate on any claims JA awaiting investigation in order to improve processing times.

Swinford, Castlerea, Claremorris

Swinford

§ The average weekly processing time for JA in December 2009 was 11.52 weeks.

§ The average weekly processing time for JB in December 2009 was 2.02 weeks.

Castlerea

§ The average weekly processing time for JA in December 2009 was 11.62 weeks.

§ The average weekly processing time for JB in December 2009 was 2.03 weeks.

Claremorris

§ The average weekly processing time for JA in December 2009 was 11.68 weeks.

§ The average weekly processing time for JB in December 2009 was 1.85 weeks.

Decisions in relation to Jobseeker claims for the Swinford, Castlerea and Claremorris branch offices are made in the Ballina Local Office.

A number of steps are been taken to prioritise claims in these offices. This includes recalling claims pending a HRC decision from the central unit in Dublin to be decided locally and getting assistance from the Local Office Support Unit in Sligo.

LIST OF POSSIBLE SUPPLEMENTARY QUESTIONS

1. What additional staff have been assigned

2. What are the Local Office Support Units (Centralised Units)

3. What initiatives have been introduced

4. How many claims are awaiting a decision in each office

1. What additional staff have been assigned

There is an embargo on the recruitment of additional staff into the Civil Service. Consequently any additional staff have to be found from existing Civil Service numbers, both from within the department and from other Government Departments.

Since May 2008, some 402 extra staff have been assigned to local offices, new Central Support Units and the Departments Inspectorate.

In the main, additional posts were filled by the redeployment and lateral transfer of existing civil servants, either within the Department or from other Government Departments.

2. What are the Local Office Support Units - Centralised units

As many offices were unable to accommodate additional staff, a number of Support Units were established. These units are able to concentrate on deciding claims and have no other duties. Claims from surrounding offices are sent to the unit for decision when all the preparatory work has been done.

The units are based in Finglas, Tallaght, Townsend St., Sligo, Carrick-on-Shannon and Roscommon.

3. What initiatives have been introduced?

Over the past number of months the Department has introduced a range of process improvement initiatives to deal with the increased volume of claims which include:

§ A more streamlined procedure for claimants moving to jobseekers allowance when their jobseekers benefit expires.

§ A streamlined process for people who had a claim in the previous two years.

§ Application forms for the jobseeker schemes are now available on the Department's website. This means that anyone who wants to make a claim can print the form at home and bring it to the local office completed. This helps reduce queuing times.

§ More straight-forward procedures for providing evidence of identity and address have been introduced

§ The process for casual employees has been streamlined and the employee can now self certify on a weekly basis without recourse to the employer. A compensatory periodic control measure has been introduced for employers.

One of the most significant initiatives introduced recently aimed at reducing queuing times 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. The Department plans to extend it up to a further 25 offices and over the next few weeks it will be

introduced in Cavan, Clonmel, Ennis, Tralee, Arklow, Wexford, Finglas, Navan Road, Kilbarrack, Swords and Dunlaoire.

The signing arrangements have also been revised in a number of offices and customers have been given an appointed time to attend the office in order to reduce queuing times.

4. How many claims are awaiting a decision in each office

JA/JB Claims Pending by Office as of January 9th 2010 are detailed in the table below.

Local OfficeJAJB
Achill40
Apollo House13753
Ardee287163
Arklow145100
Athlone354312
Athy247125
Balbriggan557204
Ballina381173
Ballinasloe26763
Ballinrobe11142
Ballybofey16180
Ballyconnell9777
Ballyfermot22374
Ballymun13061
Ballyshannon6530
Baltinglass14670
Bandon157104
Bantry15270
Bantry CO3214
Belmullet3323
Birr169122
Bishop Square1038280
Blanchardstown1528258
Boyle10152
Bray197103
Buncrana538219
Cahir4968
Cahirciveen4544
Carlow15462
Carrickmacross14755
Carrick-on-Shannon17477
Carrick-on-Suir15480
Carrigaline252145
Cashel5444
Castlebar226139
Castleblaney11943
Castlepollard21872
Castlerea367111
Cavan565239
Claremorris23392
Clifden5228
Clonakilty12480
Clondalkin1026346
Clones5337
Clonmel10340
Cobh4942
Coolock522337
Cork2867424
Dingle3048
Donegal6084
Drogheda851381
Dun Laoghaire603378
Dundalk258100
Dunfanaghy6957
Dungarvan205145
Dungloe7886
Edenderry30485
Ennis522319
Enniscorthy503191
Ennistymon135111
Fermoy182153
Finglas358182
Galway1726460
Gorey386273
Gort15198
Kells216112
Kenmare4335
Kilbarrack285195
Kilkenny340104
Killarney437119
Killorglin5038
Killybegs2627
Kilmallock163168
Kilrush13289
King's Inns Street416207
Kinsale11353
Letterkenny26382
Limerick16371167
Listowel17374
Longford618220
Loughrea31677
Macroom184169
Mallow164176
Manorhamilton1636
Maynooth691483
Midleton327140
Monaghan160157
Muine Bheag12735
Mullingar852308
Navan1017248
Navan Road991360
Nenagh188124
New Ross348211
Newbridge1069357
Newcastle West140159
Newmarket164361
Nutgrove145202
Portarlington39089
Portlaoise337249
Rathdowney14259
Roscommon9550
Roscrea7947
Skibbereen13772
Sligo415122
Swinford23376
Swords396347
Tallaght1111313
Thomas Street27972
Thomastown12984
Thurles15884
Tipperary7872
Tralee240245
Trim513282
Tuam47270
Tubbercurry2223
Tulla93156
Tullamore17988
Tullow12842
Waterford1096510
Westport7769
Wexford414241
Wicklow4857
Youghal9837
4040118477

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