Chapter 3: Services provided and records held by different sections of Comhairle
This chapter details the services and resources provided by the various service delivery teams within Comhairle and sets out the records held by each team.
Comhairle's main activity is the production of civil and social service information resources for information providers and the general public.
Comhairle has a statutory commitment to assist and support people, including those with disabilities, in identifying and understanding their needs and options in accessing their entitlements to social and civil services.
The Comhairle website, www.comhairle.ie, provides comprehensive details on our services and links to other information resources.
3.1 Information and advice
Comhairle is the statutory agency responsible for a range of activities related to the provision of information, advice and advocacy on social and civil services to the public. Comhairle has particular responsibilities with regard to these services for people with disabilities. Comhairle's area of responsibility is determined by its statutory functions as laid down in the Comhairle Act 2000 as may be amended by the Comhairle Amendment Bill 2004. The functions are set out in Section 1.2 below.
The Information and Advice Service is responsible for delivering the core information services to meet the public's need for information as well as providing specific supports to information providers to enable them to provide information effectively. Responsibilities include managing Comhairle's online information databases and publications on rights and entitlements.
The main activities of the Information and Advice Service are:
- production of integrated information on social and civil services
- publication of information through various channels, both web-based and print media
- development of online information on rights and entitlements based on the Citizens Information Database and Oasis
- maintenance and updating of the Citizens Information Database and Oasis
- production of a range of publications and leaflets on rights and entitlements for the public
- supporting innovative information content and delivery through the annual Information Grants scheme and through publication grants aimed at voluntary and community sector
- assistance to information providers
- provision of expert query service to CISs and other information providers
- development, maintenance and updating of the Voluntary and Community Sector Database
- website content
3.1.1 Online information resources
The Oasis website, (Online Access to Services, Information and Support) www.oasis.gov.ie, provides accessible public service information on the social and civil rights of everyone in Ireland.
The Citizens Information Database (CID) is a comprehensive database on all aspects of social services, rights and entitlements of people in Ireland aimed primarily at information providers. It is used as an information resource by Citizens Information Services (CISs), information providers in the independent and statutory sectors, by government departments, local authorities and local health offices, and by employers and trade unions. See also section 3.2 regarding the Oasis website.
This database is available on the Internet at www.cidb.ie and can also be accessed through the Comhairle website at www.comhairle.ie.
3.1.2 - Citizens information online website on rights and entitlements
Comhairle is currently undertaking the replacement of Oasis and the Citizens Information Database (CID) with a single website which is due for completion in 2006. The outcome of the implementation of the new system will be a website covering all aspects of rights and entitlements in Ireland.
3.1.3 - Assistive technology database (Assist Ireland)
Comhairle has developed Assist Ireland in consultation with disability organisations, support services and service providers throughout Ireland. It is a comprehensive website containing information, products, suppliers and resources related to daily living and disability in Ireland.A telephone helpline is also provided as a back-up information support service.www.assistireland.ie
3.1.4 - Voluntary and Community Sector Database
Comhairle has a specific role in promoting and supporting voluntary organisations and has set up a database as a resource for the voluntary and community sector in Ireland.
The database has information on the following areas:
- funding
- a comprehensive Directory of National Voluntary Organisations
- managing volunteers
- setting up an information service
- establishing a voluntary organisation
- supports and other resources
3.1.5 - Comhairle website
The Comhairle website gives information on Comhairle activities in the following areas:
| About Comhairle | Voluntary Organisations |
| Services from Central and Regional Offices | Insurance |
| Strategy and Comhairle Customer Service Charter | Supporting Volunteering |
| Comhairle Board | Social Mentoring |
| Annual Report | Resources |
| Organisation Chart | Training |
| Freedom of Information and FOI Manual | Advocacy |
| Comhairle Act 2000 | Grants |
| Decentralisation to Drogheda | Money Advice and Budgeting Services (MABS) |
| Citizens Information | Training |
| Oasis | Support |
| Citizens Information Phone Service | Funding to Other Organisations |
| Citizens Information Services | FLAC |
| Citizens Information Database | Refugee Information Service |
| Assistive Technology Database | Social Policy and Research |
| Information Providers: Citizens Information Services | Submissions and Policy |
| Advocacy | Recommendations |
| Training | Research and Social Policy Reports |
| Resources | Social Policy Guidelines |
| Funding | Advocacy |
| Publications in the following areas: | |
| Entitlements | |
| Leaflets | |
| Disability Factsheets | |
| Wallcharts | |
| Relate | |
| Social Policy and Research | |
| Voluntary Sector | |
| Training and Development | |
| Comhairle |
Publications are provided in a number of formats where possible.
3.1.6 Information publications
Comhairle produces a diverse range of information publications on all aspects of rights and entitlements for the public. They include booklets, leaflets, directories and wallcharts which are made available to Citizen Information Services, information providers and the voluntary and community sector. Publications include RELATE - a monthly information journal - and a range of booklets on rights and entitlements to services for the public.
Publications are also available online on the Comhairle website. A full list of publications is included in Appendix IV
In addition to its publications on rights and entitlements, Comhairle publishes social policy and research reports highlighting issues of concern to the public and information providers (see section 3.3 on Social Policy).
3.1.7 Information grants scheme
This is a national scheme to support innovative information initiatives in the voluntary and community sector. Grants range from €6,000 to €20,000 and the scheme is advertised annually in the national press (see Section 16 Manual for criteria and rules). This scheme is under review from 2005.
3.1.8 Publications Grants Scheme
Comhairle operates a small grant scheme for publications issued by other information providers (see Section 16 Manual).
3.1.9 Assistance to information providers
Information providers are assisted by general advice provided by Comhairle's staff, the provision of the Citizen Information Database and Oasis and the Information and Publications Grants for community and voluntary organisations
3.1.10 Expert query back-up service
The information staff of Comhairle (Hume House) provide an expert telephone information query back-up service to Citizen Information Services and other information providers.
3.1.11 Interagency database
This online resource for the voluntary and community sector has been developed by Comhairle, Combat Poverty Agency and Area Development Management (now Pobal). It lists the various publications and resources published by the three agencies. This database is linked from the websites of all three agencies.
3.1.12 Publicly and routinely available information
- publications available free of charge to the public
- criteria for grant aid routinely published in conjunction with advertising of schemes
3.1.13 Records held
- general administrative records including minutes of meetings
- back issues of publications
- applications for grant aid (Information Grants and Publication Grants)
- contracts/tenders for commissioned work
- database for query returns/statistics for CIS network
- financial records
- contracts for support services and suppliers
3.2 Oasis
Oasis - Online Access to Services, Information and Support is a website - which was developed by Comhairle in response to the Government's 1999 Action Plan on the Information Strategy. Launched in April 2001, the site has been consistently developed and expanded.
The Oasis website provides information on public services and on the social and civil rights of everyone in Ireland. It has been designed to bring together information on services and rights from the citizen's perspective.
3.2.1 Publicly and routinely available information
3.2.2 Records held
- general administrative records including minutes of meetings
- financial records
- contracts with IT support services and information providers
- records of feedback and queries forwarded to the site are kept for three months
- statistics relating to the use of the site
3.3 Social policy, advocacy and research
The Development and Social Policy Service in Comhairle has responsibility for social policy, advocacy, research and accessibility matters.
3.3.1 Social Policy
Comhairle has a specific remit to provide feedback on issues of social policy concern to the Minister for Social and Family Affairs. Citizen Information Services provide regular feedback on issues which arise in queries.
Comhairle contributes to the development of national social policy by collecting and using feedback from the users and providers of information and advice services. Policy concerns identified by Citizen Information Services, the Citizens Information Phone Service and other providers of independent information and advice services are analysed and used as the basis for social policy reports published regularly by Comhairle.
Recent social policy reports include Supporting Grandparents Caring for their Grandchildren and Employment Rights. For a complete list of reports see Appendix IV.
Guidelines on social policy work for Citizen Information Services are published in print and are available from the Comhairle website.
Submissions
Comhairle compiles and submits pre-Budget submissions every year setting out its recommendations for changes in the social services area. Comhairle also responds to calls for submissions to government departments and agencies, working groups, advisory groups and other public consultation mechanisms on areas of public policy which are relevant to its brief. These submissions are published on the Comhairle website.
VOICE - Influencing Social Policy
This is a periodical detailing for Citizen Information Services and other information providers how their social policy feedback can influence public policy. It is published in print and on the Comhairle website.
Social Policy Quarterly Reports
These reports document the social policy records received from CISs on a quarterly basis and chart difficulties citizens are having in accessing entitlements. They are published on the Comhairle website.
Social Policy Grants
A scheme of grants to support social policy activities at a local level. For details of the criteria for these grants see the Section 16 Manual. This scheme is under review from 2005.
3.3.2 - Advocacy
The Comhairle Act 2000 defines advocacy services as those in which "the interests of a person seeking a social service are represented in order to assist such a person in securing entitlement to such a service but does not include legal representation" Comhairle is working to enhance advocacy as defined in the Comhairle Act 2000 through developing advocacy services in CISs and supporting voluntary groups which are already active in the advocacy area. A number of consultation and research documents have been compiled to inform this work.
Under the Comhairle Amendment Bill 2004 Comhairle's role will be expanded. The Bill gives Comhairle a remit to provide or support the provision of an advocacy service for those qualifying as having a disability. The Bill envisages advocacy services as "supporting people with disabilities to identify and understand their needs and options, and secure their entitlements to social services."
Comhairle intends to provide this service in three strands in accordance with the recommendations of the Goodbody report Developing an Advocacy Service for People with Disabilities which was commissioned by Comhairle. Strand 2 to set up advocacy services at local and community level is being developed first. Comhairle is funding a range of projects from different organisations across a range of disabilities throughout the country.
Recent advocacy reports are available on the Comhairle website. There is a list of them in Appendix IV.
Speaking Up For Advocacy
This newsletter discusses advocacy issues and details projects and research relating to advocacy. It mainly focuses on advocacy in Ireland but also makes reference to advocacy issues abroad.
3.3.3 - Research
Comhairle commissions research on various aspects of information provision and social service delivery. This is published in print and on the Comhairle website.
3.3.4 - Publicly and routinely available information
Social policy, advocacy and research reports and newsletters are available online at www.comhairle.ie and in print.
3.3.5 - Records held
- general administrative records including minutes of meetings
- financial records
- tendering documentation and contracts for research undertaken
- grant applications, assessments and contracts with successful applicants
- records of social policy feedback from Citizens Information Services
3.4 Training and development
Comhairle provides training services to Citizen Information Services, and other voluntary and statutory bodies to enable them to deliver quality information, advice and advocacy services. A wide range of training courses and supports are delivered through the National Calendar of Training Events annually. (Further details are available in the Section 16 Manual.)
The main activities of Comhairle's central and regional training and development teams are:
- provision of training services to Citizen Information Services personnel, other information providers and voluntary and community organisations
- development of training resources for use by information providers including the above-named
- delivery of accredited training courses to information providers e.g. Information Providers Programme (FETAC (Further Education and Training Awards Council) accredited)
- provision of training consultancy service
- operation of the Social Mentor Programme
- co-ordinating the Group Insurance Facility for voluntary social service organisations
3.4.1 - Training courses
A range of training courses is provided to meet the needs of Citizen Information Services staff, (paid and volunteers), management committees and the specific needs of other information providers (see Section 16 Manual).
Details of scheduled training courses, their content, location, cost and target audience and criteria for selection are available in print and on the Comhairle website.
3.4.2 - Training resources and publications
The Training and Development Service develops and disseminates training resources, for example manuals and videos, which may be used by Citizen Information Services and other relevant voluntary and statutory organisations.
Among the resources currently available are:
- National Calendar of Training Events and Training Programme published twice a year
- How Can We Help You - an interpersonal skills video with comprehensive training notes
- Managing Volunteers - a good practice guide (currently being updated/developed)
3.4.3 - Good practice and accreditation
The Training and Development Service supports the development of best practice standards in the content and delivery of training. The Information Providers Programme, is a FETAC-accredited programme at level 6 on the National Qualifications Authority of Ireland's National Framework of Qualifications. The two accredited modules are 1) L32072 Information, Advice and Advocacy Practice and 2) L32073 Social and Civil Information.
3.4.4 - Social Mentor Programme
The Social Mentor Programme is a programme for voluntary and community organisations. It operates through a panel of volunteer mentors who share their expertise with organisations which require them. The mentors provide help and advice to voluntary and community organisations in all aspects of their activities - management, fundraising, financial control etc. Comhairle issues guidelines for mentors. Comhairle plans to expand the Social Mentor Programme into the Regions in the future and is currently doing so on a pilot basis in the Cork area. (Details of the Programme are included in the Section 16 Manual.)
3.4.5 - Provision of Group Insurance Facility for voluntary social service organisations
Comhairle operates a group insurance facility for voluntary social service organisations in conjunction with Allianz Insurance. Membership is open to any group involved in the provision of personal social services. (Details are included in the Section 16 Manual.)
3.4.6 - Publicly and routinely available information
Details of training courses, their content, location, cost and target audience are published regularly in print and on the Comhairle website.
- guidelines and reports on the Social Mentor Programme
- information on the Group Insurance Facility
3.4.7 - Records held
- applications for participation in training courses
- evaluation reports of training courses by participants
- training requests
- information about social mentors, projects
- general administrative records including finance, meetings, contracts with trainers, training organisations and training programmes
3.5 Regional Services
Comhairle Regional Services assist and promote the development and delivery of information advice and advocacy services nationally through:
- the provision of funding and general support to a range of information-providing agencies, particularly the network of Citizen Information Services (CISs) and the Citizens Information Phone Service.
- ongoing delivery of customised training courses aimed at the development needs of information providers
- development and co-ordination of information and advocacy initiatives, in partnership with other organisations, aimed primarily at marginalised groups.
All CISs are listed in the Golden Pages under the heading 'Citizen Information Centres'. The Citizens Information Phone Service (CIPS) is a national call service available on 1890 777 121 from 9 am to 9 pm, Monday to Friday.
The main activities of Regional Services are:
- the provision of development and support services for the network of CISs
- support for the independent information sector and specific communities of interest, such as people with disabilities
- development and promotion of quality standards in relation to the delivery of information and advice services
- development of resource materials for CISs and other information providers
- provision of mobile citizen information units
- working with local government and with statutory and voluntary local development bodies in contributing to the overall integrated service approach to the delivery of public services
- organising and delivering training courses to meet the needs of information-giving bodies.
- funding and supporting advocacy projects
- funding of specific voluntary sector projects
- promoting Comhairle products and services
- organisation of local and regional seminars and the Comhairle bi-annual national conference
3.5.1 - Citizens Information Services (CISs)
Comhairle supports and funds Citizens Information Services (CISs) throughout the country. CISs are independent voluntary bodies whose primary function is to provide a free, confidential and impartial information service to members of the public on the full range of citizens rights and social services.Citizens Information is currently provided from 242 locations, comprising 100 centres of which 43 are full-time, 57 are part-time and 142 are outreach services. Many CISs also provide specialised services such as legal or financial advice or local access to the Office of the Ombudsman. Information Centres dealt with almost 650,000 queries from members of the public during 2004.
Comhairle's regional teams are involved in the development of services and supports to the CISs within their area. Each CIS is required to develop a three-year strategic plan which is submitted to Comhairle for approval. These plans are implemented by the CIS with support and monitoring by Comhairle regional staff. Registration process for CISs
Registration with Comhairle is a basic requirement for the network of CISs. In order to qualify for registration a CIS must meet the registration and operational guidelines as prescribed by Comhairle and registration must be approved by the Board of Comhairle. Registered CISs are issued with a Certificate of Registration and receive funding from Comhairle.
Comhairle issues guidelines to CISs on standards for service delivery, recruitment, pay and conditions of employment for employees, financial control and reporting procedures. These guidelines are available in print. CISs make regular reports on their activities to the Board of Comhairle.
3.5.2 - Citizens Information Phone Service (CIPS)
Comhairle provides for the delivery of high quality information and advice on social and civil services through a range of integrated and accessible delivery channels. The Citizens Information Phone Service (CIPS), which is supported by Comhairle, provides telephone-based Citizens Information via a Lo-Call number; 1890 777 121. All calls within Ireland are charged at local rates. The service operates Monday to Friday from 9.00am to 9.00pm. The service is also accessible by email: information@comhairle.ie.
3.5.3 - Support for the independent information sector and specific communities of interest such as people with disabilities
Comhairle's regional services develop, facilitate and support quality information, advice and advocacy services by the independent information sector within their designated areas. Regional staff develop links in particular with information services targeted at people with disabilities and with services focusing on the information needs of other marginalised groups.
3.5.4 - Development and promotion of quality standards in relation to the delivery of information and advice services
Regional teams develop and promote, with others, quality standards in relation to the delivery of information, advice and advocacy services and agree an implementation strategy.
3.5.5 - Development of resource materials for CISs and other information providers
Regional services produce a range of resource materials to support the network of CISs including financial and employment guidelines, publicity materials and templates for company formation, production of development plans and evaluation materials. Many of these materials have general application in the independent information sector.
3.5.6 - Provision of mobile Citizens Information Services
Two mobile Citizens Information Service units are available for use by CISs and other organisations to promote outreach and deliver information services in outlying areas. The mobile units are based in Co. Offaly and can be booked through the relevant regional office.
3.5.7 - Local development/integrated services
The regional services of Comhairle are involved with local government and local development agencies including city/county development boards in promoting greater co-ordination of services at local level and the identification of gaps in service provision. In particular, Comhairle is an active partner, along with other statutory agencies, in the County Donegal Integrated Services Project.
3.5.8 - Regional information/advocacy development funding
Each Comhairle region has a fund available to promote and develop initiatives which will address needs not currently being met in the areas of information and advocacy. (Details of the funding scheme are in the Section 16 Manual)
3.5.9 - Annual funding of specific voluntary sector projects
As part of its information remit, Comhairle recognises that there are specific groups of people whose information needs require particular attention. Projects currently funded include:
Refugee Information Service (RIS): Comhairle provides funding to the Refugee Information Service (RIS) which was established in 1999 to deal with the information needs of refugees and asylum seekers. RIS is established as an incorporated body and is managed by a board of directors representing a broad spectrum of groups and agencies working with refugees and asylum seekers. Comhairle's funding and support assists with the employment of a manager, an information officer and administrator based in Dublin, and an information officer based in Galway. The service operates a range of clinics in the Dublin and Galway areas, several in conjunction with CISs.
Free Legal Advice Service (FLAC) is a voluntary organisation which campaigns for full and equal access to justice for all members of Irish society and provides a range of services designed to meet the needs of those experiencing financial hardship. Comhairle provides funding to FLAC to provide a comprehensive legal resource service based in Citizens Information Centres (CICs) around the country, with a particular focus on the areas of social welfare and employment law, as well as supporting the volunteer legal advisors providing clinics in CICs.
3.5.10 - Organisation of local and regional seminars and the Comhairle national conference
Seminars and meetings are organised at regional level on a regular basis to develop links and to exchange information. A national conference is held every two years for information providers in the voluntary, community and statutory sectors. Details of the national conference are posted on the Comhairle website in advance.
3.5.11 - Publicly and routinely available information
- development plans for CISs
- financial control guidelines, recruitment guidelines and reporting arrangements for CISs
- CIS reports on activities
3.5.12 - Records held
- files on CISs including information about financial support, training, standards of service, management committees and sub-committees
- files on voluntary sector projects funded and supported by Comhairle
- contacts with other local organisations
- applications for training grants
- general administrative records including meetings, contracts with service providers, buildings and premises
- meetings, yearly reports to the Board of Comhairle
3.6 Comhairle Support Functions
3.6.1 - The main activities of the Comhairle support functions services are to provide:
- financial planning and control
- administrative support services including accommodation, records management and property management
- senior management administrative support
- strategic management
- human resource management
- servicing of Comhairle Board and its meetings
- public relations and media liaison
3.6.2 - Human Resources (HR) and Administration
The HR and Administration Service looks after all HR matters, including recruitment and selection, health and safety. It also looks after property matters and provides administrative support services to Comhairle service teams.
3.6.3 - Finance, Public Relations (PR) and Communications
The Finance Service co-ordinates all budgeting funding and grants, supplier payments, payroll and accounting and audit processes in Comhairle. In addition Comhairle's communication and PR functions are co-ordinated within this team.
3.6.4 - Publicly and routinely available information
- strategy statements
- annual report
- financial accounts which are published each year in the Annual Report
- personnel records are available to the individual staff member involved
- Staff Resource Pack which is available to Comhairle staff
3.6.5 - Records held
- financial records including budgets, accounts, bank statements, payroll records, tax records, expenditure and income reports
- administration records including records relating to buildings and premises, maintenance and insurance
- personnel records including staff and former staff files, conditions of employment, superannuation, industrial relations, HR procedures and policies, job descriptions and recruitment competition documentation
- departmental circulars
- information technology (IT) usage policies
- Board and sub-committee meetings and associated documentation
- general records including correspondence, government circulars, dealings with government departments and other public bodies and section meetings
3.6.6 - Information and Communications Technology (ICT)
The ICT Team are responsible for all hardware, software, and telecommunications services in use in Comhairle and Citizens Information Services throughout the country.
Services provided by the team include helpdesk support, purchasing, and ICT technical advice.
- Provision of ICT services to all Comhairle staff and Comhairle offices including network, e-mail, internet, and application support.
- Telephone and e-mail helpdesk operated daily to provide back-up to CISs and other information providers who are using the Citizens Information Database and other ICT Services.
- Hardware and software purchase, configuration and installation in all Comhairle offices and CISs
- Application development to support the customer and information dissemination role.
3.6.7 - Publicly and routinely available information
None
3.6.8 - Records held
- general administrative records including meetings, tenders and contracts for commissioned work
- problem report documentation
