Eoin Ó Broin (Dublin Mid West, Sinn Fein)
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130. To ask the Minister for Employment Affairs and Social Protection his Department's standard operating procedures for dealing with bereaved parents of children; if staff training has been received or is regularly provided to personnel dealing with parents in this situation; and if he will make a statement on the matter. [34683/25]

Dara Calleary (Mayo, Fianna Fail)
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In administering over 140 schemes and services, the staff of my Department interact daily with a wide and diverse group of customers. This includes families, people in employment, unemployed people, people with illnesses and disabilities, carers, older people and employers. I believe it is crucial that my officials act with empathy and courtesy at all times.

My Department is acutely aware of the profound impact that the loss of a child has on parents and families. While we do not have a specific standard operating procedure solely for dealing with bereaved parents of children, all staff are guided by overarching principles of compassion, respect, and human dignity in their interactions with customers.

Customer service training is mandatory for all staff and includes guidance on recognising and responding sensitively to customers who may be experiencing grief, loss, or other emotional distress. This training ensures that staff are equipped with the skills and awareness needed to support individuals in vulnerable circumstances, including bereaved parents. The training highlights the importance of empathy, patience, and understanding, and encourages staff to take time to listen and respond appropriately to each customer’s needs.

The Department's Customer Charter, which is prominently displayed in our offices, commits staff to treating all customers with politeness, courtesy and respect. It promises that we will inform customers of their rights, entitlements, and responsibilities and direct customers to the service(s) or supports they need.

In our Code of Conduct for office interviews and the Code of Conduct for staff engaged in outdoor functions, staff are reminded that they should be mindful of any special circumstances that might apply to the person involved including personal issues. They are obliged to conduct the interview with consideration, sensitivity, understanding and empathy.

Certain front-line areas of my Department have also been provided with Trauma Informed Practice training, to develop staff capacity to deal with customers who have experienced trauma in a sensitive and appropriate manner.

My Department is currently working to provide a Quiet Room in a total of 55 Intreo Centres across the state. These rooms are specially designed to provide a sensory-friendly experience to help individuals feel calm and conduct their business with us easily and in private. They will be available for any customer who would benefit from additional privacy or a calmer, quiet environment including those who have suffered loss of a loved one, should they wish to use them.

Some payments may continue if a child dies, for example:

• If a child dependent of a social welfare recipient dies, the Child Support Payment (previously called an Increase for a Qualified Child or IQC) on the social welfare payment will continue for 6 weeks, if the child was included in the payment.
• Where there is one qualified child on a One-Parent Family Payment (OFP) and that child dies, the OFP and Child Support Payment will continue for 6 weeks.
• Payment of Carer's Allowance (www.citizensinformation.ie/en/social-welfare/carers/carers-allowance/) (full or half-rate) continues to be made for 12 weeks after the death of the person being cared for. Payment of Carer's Benefit (www.citizensinformation.ie/en/social-welfare/carers/carers-benefit/)continues to be made for 6 weeks after the death of the person being cared for.
• Domiciliary Care Allowance continues to be paid for 3 months in cases where the child being cared for has died.