John McGuinness (Carlow-Kilkenny, Fianna Fail)
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Question 132: To ask the Minister for Social Protection the information or research if any that is available or is being conducted into the level of citizens awareness to their entitlements if unemployed; the findings or information available; if there is any intention to conduct any further research; and if she will make a statement on the matter. [27837/11]

Joan Burton (Dublin West, Labour)
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The primary objective of the information policy of the Department is to ensure that all customers are made aware of the wide range of schemes and services available and that they are kept informed of changes and improvements as they occur.

The Department operates a network of some 125 local and branch offices throughout the country. Each local office has officers who are dedicated to providing information and are available to explain supports and services to people. Information officers provide a range of information to customers on their entitlements including, in broad terms, the effect that taking up work may have on their social welfare payments.

These locally-based services are supported by a central Information Unit which operates a LoCall information line (1890 66 22 44) which customers may call for information and guidance on their entitlements. The www.welfare.ie website contains full information on the range of schemes and services, including supports that may be available to jobseekers on return to the workforce such as Family Income Supplement, Money Advice and Budgeting Service, etc. There is a 'Frequently Asked Questions' section dedicated to jobseekers which is available in English, Irish and Polish and provides answers to some of the most common queries the Department receives on topics such as taxation of benefits and on options available regarding training, employment, self-employment and voluntary work.

The Employer Job (PRSI) Incentive Scheme, which was launched last year, is advertised in a number of relevant sections on our website. The Department also operates a PRSI mailing list via the website that has almost four thousand subscribers, primarily employers and tax practitioners, who receive updates on PRSI changes each year. The Citizens Information Board, which comes under the aegis of the Department, is the national information agency with responsibility for supporting the provision of independent information and advice on the broad range of social services including social welfare services. Information is provided through Citizen Information Centres and other offices throughout the country, through the Citizens Information Phone Service (1890 777 121) which operates from 9am to 9pm Monday to Friday and on their website at www.citizensinformation.ie .

The Citizens Information Board launched a website dedicated to people recently made unemployed, called www.losingyourjob.ie . This site provides a single point of information for anyone looking for assistance with unemployment or reduced hours. Funding is provided annually to the Irish National Organisation for the Unemployed (INOU) to produce their booklet "Working for Work", which contains full information on jobseekers payments, the training and development options available to jobseekers as well as advice on job searching, tax and other social services provided by other Departments and agencies. The INOU provides free copies of the "Working for Work" booklet to people in receipt of social welfare payments.

In addition, the Department's network of facilitators work closely with FÁS and other agencies at a local level to identify and target appropriate education, training and development opportunities for people. Work is continuing on the transfer of the employment and community services programmes of FÁS to the Department to give effect to the Government's plan for the integration of income support and activation measures and the delivery of more streamlined and effective supports for the unemployed.

The Department has not carried out targeted research on the level of awareness of unemployed citizens to their entitlements however the Department holds a number of customer panel focus group meetings annually to gain feedback on the Department's schemes and services in order that it can best meet the needs of customers. In addition, customer representative group meetings are held regularly and provide a forum for engagement with stakeholders of the Department who represent a broad range of customers such as the unemployed, older people, carers and disability groups etc.

Future research will be conducted, and feedback sought from customers and customer representatives, in the context of developing and implementing the new National Employment and Entitlements Service (NEES) and in developing the Departments new Customer Action Plan 2012 – 2014. I am satisfied that the Department will continue to increase and improve the channels through which it delivers information services to all its customers