Citizens Information Services and their role in the field of equality

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