Catherine Murphy (Kildare North, Independent)
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226. To ask the Minister for Social Protection whether front-line services provided by her Department to the individual citizen have suffered dramatically, given that many urban centres are without community welfare officer access and rely instead on a telephone number which is often not answered; whether she is aware that many persons attempting to make contact with CWOs are doing so in distressing situations; whether communication with these citizens has fallen to an unacceptable level; and if she will make a statement on the matter. [5024/15]

Kevin Humphreys (Dublin South East, Labour)
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Following the transfer of the Community Welfare Service (CWS) from the Health Service Executive to the Department in 2011, the Department has re-engineered its business model to support the provision of integrated services across all business streams involved in the delivery of localised services. As part of this strategy, the Department is engaged in the delivery of integrated Intreo centres, which provide a full range of services, including the CWS, generally available in one location.

I am satisfied that where the service has been re-structured, alternative arrangements have been put in place to ensure that customers are provided with on-going access to the supports provided by the CWS. In general, the frequency and staffing levels of public clinics has increased providing customers improved access to services. If a person is unable to travel to a clinic, for example due to illness, alternative arrangements can be put place including arranging a visit to the client’s home if necessary.

People claiming supports under the supplementary welfare allowance scheme generally only interact with the Department on an occasional basis, for example, when seeking an exceptional needs payment or in claiming additional supports such as rent supplement, which are usually reviewed once to twice yearly.

The staffing needs for all areas within the Department are continuously reviewed, to ensure that the best use is made of all available resources with a view to providing an efficient service to those who rely on the schemes operated by the Department. If the Deputy is aware of a difficulty which may have arisen in relation to a specific case she should bring the matter to the attention of the Department.