Temporary suspension of phone answering service in Domiciliary Care Allowance section


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Domiciliary Care Allowance applications are currently experiencing difficulty with claim processing and taking longer than our 15 week processing target, with applications taking up to 20 weeks to finalise.  Currently applications received in March 2017 are being processed. 

The Department apologies for the inconvenience and stress caused to parents due to these delays and assures them that we are doing all we can to decide their application as soon as possible.

This situation has arisen due to a continuing increase in the volume of applications received and the impact of legal challenges which require the deciding officer to provide more detailed decisions.

  Corrective actions are being taken and it is hoped to get the claim processing times back to target levels quickly.  Measures introduced to address the issue include, the allocation of additional staff to the area and the assignment of all available staff to decision making.  The Department expects that these actions will lead to a considerable improvement in processing times over the coming weeks and months, but in the interim to maximise the resources available to make decisions, the following changes are being made from 31 July 2017;

  • It will not be possible to answer telephone calls in relation to DCA for the next period while we concentrate all resources on deciding applications.
  • An e-mail channel for enquiries will remain operational  and these will be responded to as quickly as possible;   DomCare@welfare.ie
  • Alternatively, customers can mail any additional information in support of their application to the DCA Section in College Rd. Sligo.
  • Messages will continue to be updated on www.welfare.ie and on the telephone system advising customers of the claim processing position.
  • The text message that issues on receipt of application will also advise customers of the likely processing times.

Once again, the Department apologises for the inconvenience caused and would appreciate the co-operation of customers with these changes until claim processing can be brought back to target.

 

Last modified:09/08/2017