Written answers

Tuesday, 17 October 2017

Department of Children and Youth Affairs

Child and Family Agency Services

Photo of John McGuinnessJohn McGuinness (Carlow-Kilkenny, Fianna Fail)
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500. To ask the Minister for Children and Youth Affairs her plans for a protocol for Tusla to follow relative to its communication with its clients, foster families and so on; if the organisation can provide an efficient response to those that contact it and persons and families that deal regularly with its staff and social workers; and if she will make a statement on the matter. [43586/17]

Photo of Katherine ZapponeKatherine Zappone (Dublin South West, Independent)
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I thank the Deputy for raising this matter. I take it from the Deputy's question that he is seeking further clarification relating to Tusla's communications practice and protocol, as it relates to contact with clients and other parties. The Deputy recently tabled a similar question relating to Tusla's complaints handling mechanism, and I set out in some detail the approach which Tusla is taking in this area.

Tusla is committed to following the twelve principles of Quality Customer Service, adopted by Government in the Irish Public Service Modernisation Programme, by developing and implementing best practice models of customer care, and promoting service user involvement throughout the Agency. This concept is used as a guide in Tusla's "Tell Us: You Say, We Listen"complaints policy.

All policies developed by Tusla contain key messages for staff on how to interact with children and young people, and their families, in line with Tusla’s core values of respect, trust and empathy. Policies also provide guidance on when communication needs to take place and, in some instances, specific time frames are set out.

Tusla has recently appointed a new Head of Communications with responsibility for Tusla's corporate communications strategy. In the interim, a number of measures have been put in place to effect more proactive internal engagement and engagement with external stakeholders, such as foster parents. The new strategy, when fully developed, will include an External Communications Plan and a Stakeholder Engagement Plan.

Tusla aims to provide all children and families with a timely, proportionate and appropriate response to their queries. If the Deputy has a specific issue on which he would like clarification, I would be happy to take this up with Tusla on his behalf.

Photo of Pearse DohertyPearse Doherty (Donegal, Sinn Fein)
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501. To ask the Minister for Children and Youth Affairs the operational status in relation to a child and adolescent residential facility (details supplied) in County Donegal; if the unit remains closed; when it is expected to reopen to service users; if the centre will continue to operate as a residential facility going forward; and if she will make a statement on the matter. [43598/17]

Photo of Katherine ZapponeKatherine Zappone (Dublin South West, Independent)
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I have been advised by Tusla, the Child and Family Agency, that at this time, the centre concerned is not being used as a residential childcare facility. The purpose and function of this centre is currently under review with the relevant stakeholders.

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