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Citizens Information Services and their role in the field of equality. New ways of talking about rights Equinet Training Seminar Tony McQuinn Chief Executive 28 th April 2009. Equality and More Equal Societies. The most equal societies nearly always do better. - PowerPoint PPT Presentation
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Citizens Information Services and their role in the field of equalityNew ways of talking about rights
Equinet Training Seminar
Tony McQuinnChief Executive28th April 2009
Equality and More Equal Societies
The most equal societies nearly always do better
Indicators of Social Success: • Low Violence• Low Mental Illness• Low Teenage Pregnancy• Low Drug Addiction• Low Obesity• Low Prison Populations
• High Life Expectancy• High Levels of Friendship• High Levels of Trust
High Achievers: Japan and SwedenLow Achievers : Portugal and United States
The Spirit Level - Why More Equal Societies Almost Always Do Better Richard Wilkinson and Kate Pickett 2009 Allen Lane
Information :4th Right of Citizenship
Social Institutions developed in response to the broadening of the concept of Citizenship – culture of rights
First Phase: acknowledgement of basic civil rights such as Liberty of the person, freedom of speech and religion and the right to justice
Second Phase: development of political rights Right to vote, become member of parliament and local government
Third Phase: acknowledgement of social rights Right to health care and social services
Fourth Phase: acknowledgement of the right to information as crucial if the other rights of citizenship are to be exercised.
T H Marshall, Citizenship and Social Class
Full information is required for full citizenship
Aruna Roy and People Power
‘Poor people must be agents of their own development and claim what is rightfully theirs by exercising their right to information’
People’s movement in Rajasthan founded by Roy led to Indian Parliamentadopting Right to Information Act in 2005
‘The basic right to know – the basis of all human rights’
Citizens Information Board Mission Statement
“To ensure that all individuals have easy access to high quality, independent information, advice and advocacy services so that they can identify their needs and access their entitlement to social and civil services.”
Citizens Information Board
Statutory Body
Provide and support the provision of Information, Advice and Advocacy Services for general public
A focus on people at risk of deprivation / mainstreaming
Long experience working with community and voluntary organisations
Money Advice and Budgeting Service – new responsibility
Citizens Information :Information on Social Services
This includes:
• Health• Social Welfare• Education• Family Support• Housing• Taxation• Citizenship
• Consumer Matters• Advice on personal debt and money management• Employment• Training• Equality• Asylum and Immigration
People Living in Ireland
Users of Public Services
Diversity
Marginalised / Deprived
Information For All
Citizens Information : Information on Social Services
The Public
StateServices
Information, Advice, Advocacy
3 Channels
Website : CitizensInformation.ie
Citizens Information Phone Service
Citizens Information Centres
Citizens Information Phone Service
Citizens Information Services
National lo-call number
Face to Face
- 54 full-time - 52 part-time
- 162 outreach services
Citizens Information
2008 : - 2,600,000 Unique Visitors to Website
- 118,000 calls to Phone Service & 20,000 emails - 670,000 people used Citizens Information Centres
Query categories Social Welfare – 36% Health – 14% Employment – 9% Housing – 7% Taxation – 6% Family Matters – 5%
Client profile• Female – 59% / Male – 41%
• Employed – 48% / SW – 44% / Occ.Pen.- 4%
• Irish – 77% / Other EU – 16% / Non-EU – 7%
Citizens InformationA guide for public service users and consumers
Sets out redress mechanisms
Details the agencies which help enforce rights- if you don’t get the services- if you don’t get the appropriate standard of service
Citizens Information
National CIB Initiative in 2007
• Information sent to all Social Welfare Pensioners (c 400,000)
• Focus on where information and help was available
• Information on retirement, health services, income support
• Information and contacts also given on safety, elder abuse, useful organisations including the Equality Authority
• 16 organisations participated
Advocacy
46 Community and
Voluntary Sector Projects
for People with Disabilities
Citizens Information Service
Advocacy Resource Officers
Advocacy for People with Disabilities
Community and Voluntary Sector Projects 2008 2087 clients 46% Housing Related, 32% Rights and Entitlements, 19% Family, 13%
Employment / Training Difficulties reaching vulnerable clients Difficulty explaining advocacy to service staff, professionals, families, and
people with disabilities Independence and boundaries
Dublin City Centre CIS Find Your Way Initiative 2009
Collaboration
Directory and Map of key services in Dublin City Centre
• Aimed at Migrants
• Partnership approach
Social Policy
“To support, promote and develop the provision of information on the effectiveness of current social policy and services and to highlight issues which are of concern to users of services.” Comhairle Act 2000
Pre-Budget Submissions Social Policy Reports Submission calls Research Reports Voice periodical
Social Policy Feedback to Government on issues arising for service users
Experience of users of public services documented
Countrywide
Distinct perspective
Evidence based
Highlighting
Working with the Equality Authority
ReferralAdvocacyTraining / Certificate CourseCitizens Information OutreachEuropean Year of Equal Opportunity
Economic Downturn
Engagement with People where they are
• People are complex
• There is a need to search for ways of getting more and deeper insights into their needs
• Success will depend on the ability to describe these needs with great vividness
• Service environments play a significant role in shaping people’s experiences
• The journeys / pathways of service users – a series of critical encounters that take place over time and across channels – need to be understood
• Trust is of immense importance – trust grows out of relationships which rely on believing that people are acting in your interests
The Journey to the Interface DEMOS 2006
Preventing Discrimination
Role of Information Provider in meeting the needs of vulnerable groups
Understanding the information requirements of those at risk by: engaging directly with the individuals/ groups involved building trust encouraging both mainstream and targeted approaches to delivery training and familiarisation
Disseminating information through appropriate/ accessible channels from three channel to multi-channel approach address literacy, accessibility and cultural issues focus on empowering provision of advocacy as required must be ongoing
Identifying issues and responding to cases of discrimination promoting the services of the relevant agencies recording issues and highlighting through social policy feedback
Conclusion
‘The basic right to know – the basis of all human rights’ Aruna Roy
Citizens InformationEquinet Training Seminar
Further Information:
Corporate Website: citizensinformationboard.ie
Public Information: citizensinformation.ie
Telephone: 353 1 605 9000Facsimile: 353 1 605 9099
Tony McQuinnChief ExecutiveEmail: [email protected]
28th April 2009