Brendan Howlin (Wexford, Labour)
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529. To ask the Minister for Employment Affairs and Social Protection if the community welfare service at the Intreo centre at Bishop’s Square is moving from being a walk-in service to appointment only; the reasons for same; and if she will make a statement on the matter. [10262/19]

Regina Doherty (Meath East, Fine Gael)
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Over the last number of years the Department has developed a new integrated income and employment support service called Intreo. The aim of this development is to streamline and integrate the delivery of all services to the customer, eliminating duplication and enabling them to access all services in a single location. In the Intreo Centre customers can access job-seeking advice, information on vacancies, income support services including Community Welfare Services all in the one place. The main point of access for all services in Bishops Square Intreo Centre will be via the reception area.

With effect from Monday the 4 March 2019, access for a customer to see a Community Welfare Officer (CWO) will be by scheduled appointment. However, information on the services provided by the CWS and relevant application forms, will now be available in the Intreo Centre at reception where it will also be possible to make an appointment.

If it is appropriate for a customer to meet with a Community Welfare Officer they will be given an appointment to do so and this will enable the customer to complete much of the claims application documentation in advance. There will, of course, be facility for a customer to have access to the CWS in an emergency situation.

The new service approach will be available Monday, Tuesday, Wednesday and Friday from 10am to 12.30pm and Thursday from 10.30am to 12.30pm, providing a more flexible, structured and accessible service to customers. It will also eliminate the waiting times that are currently being experienced by the drop in service, thus providing a better customer service experience to our customers.

If, due to incapacity or other reason, a customer cannot access the service at the Intreo Centre, a Community Welfare Officer will be available to carry out a home visit. This element of the service was always available and will continue to be so.

There will be no changes to current payment arrangements for customers as a result of this change and all current customers of the service have been notified of the change.

I trust this clarifies the matter for the Deputy.