Heather Humphreys (Cavan-Monaghan, Fine Gael)
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MyWelfare.ie gives a person easy access to a range of services, including making appointments, applying for certain benefits, updating personal details and ordering statements. MyWelfare is safe, secure and accessible at any time and on all devices. A person needs an email address, PPSN and bank account details to use these services and they must set up a basic MyGovID account - this is a simple and straight forward process.

If a person is not in a position to use or access online services, they can apply for an income support payment in-person at their local Intreo Centre, including Ballymun. Officials will provide any necessary assistance in the application process. A person can also utilise the services of their local Citizen’s Information Centre for general information on all Government supports.

My Department has set up a National Intreo Contact Centre (NICC) to respond to telephone calls made to Intreo Centres. When a customer rings the NICC freephone number at 0818 405 060, their call will be answered by NICC staff who will resolve the query if possible, or if necessary, escalate onward to the relevant Intreo Centre. All Intreo staff are committed to prioritising these follow-up requests and will make contact with the customer directly. In instances where it is clear that queries are of an urgent nature, these calls are prioritised.

When a person is awarded a Jobseeker’s payment, they are referred to my Department’s Activation and Employment Services. This involves a group information session which gives a comprehensive overview of all supports available and outlines the support process for customers. Each Jobseeker is then given access to an Employment Personal Advisor who looks at the customer’s skills, work experience and preferences to enable them to access employment. Where there are training or educational needs, an Employment Personal Advisor can make the necessary referral to Activation Labour Market Programmes, such as the Work Experience Placement Programme, Community Employment, Tús and/or further education and training. Each Jobseeker is given a Personal Progression Plan and is supported throughout their job-seeking journey. Assistance is also provided to support customers with CV and job interview preparation.

The provision of an in-person service to customers continues to be an important part of my Department’s service delivery.

If the Deputy has details of specific cases, I would ask that she brings this to the attention of the Department by emailing TDREPSEasternRegion@welfare.ie or phoning the Oireachtas direct point of contact line at 01 462 4308.

I hope this clarifies the matter.