Social Welfare Benefits

My Department administers more than 90 separate schemes and services, which affect the lives of almost every person in the State. We are fully committed to ensuring that members of the public are aware of the welfare supports and services available, and to promoting social security as an investment.

My Department actively works to encourage take up of benefits and entitlements by promoting and communicating about the supports and services available, and by working with our stakeholders to remove barriers to accessing these supports. We use a range of methods to help us achieve this objective.

Public information campaigns play an important role, as they do in Scotland. These include paid media, use of social media to promote information organically, as well as engagement and information shared directly with other public bodies.

My Department runs a number of campaigns annually which promote take up of specific benefits.

In 2023, my Department ran a public information campaign specifically for those who have either cared for, or are currently caring for, a family member or loved one on a long-term basis to learn about changes being made to their State Pension Contributory entitlements.

In 2022 we ran a campaign aimed at increasing take up of the Working Family Payment, and this campaign will commence again on 20 May 2024.

Public information campaign to raise awareness of the Fuel Allowance payment scheme also ran in 2023 and targeted those on low incomes, who may qualify for the scheme, and those aged over 70 who might not be aware of their entitlements.

These are some examples of the 13 campaigns in 2022 and 2023 which focused on the promotion of a benefit to encourage those who might be eligible to apply. All advertising campaigns are tailored to ensure the best possible mix of media is used to reach our target audience.

We also seek to use positive and inclusive imagery and tone of voice in our campaigns, to promote the approach to social protection as an investment.

Intreo centres and branch offices also provide face-to-face engagement and signposting of entitlements, and staff answered over 4 million phone calls in 2023 giving information and answering queries from the public.

An example of one of the ways in which we remove barriers to access and promote take up of benefits is demonstrated by our Back to School Clothing and Footwear scheme. The BSCFA is paid automatically to many families and if you are paid automatically, you don't need to apply.

With an annual presence at events like the SeniorTimes Live and the National Ploughing Championship, one-on-one help is available from staff on social welfare entitlements.

Officials from my Department also directly engage with stakeholders, including groups which represent lower paid, older and vulnerable communities.

Our Customer Representative Forum, which meets quarterly, gives us the opportunity to engage with around 30 organisations and NGOs who represent vulnerable communities and older people.

For more than 30 years, my Department has hosted an annual Pre-Budget Forum where the community, voluntary sector, and other stakeholders share their views on the measures that should be included in the upcoming budget.

We also hold a post-Budget briefing to update groups on the key measures announced as part of the social welfare package.

Meanwhile, our annual Social Inclusion Forum brings together a wide variety of representative groups to highlight issues of concern and discusses issues concerning promotion and awareness of schemes and entitlements.

As part of our strategy we continue to monitor and review our approach based on insights and evidence so that we are able to respond to changing circumstances and ensure that people continue to be supported to take up their entitlements