Chapter 3: Services provided and records held by different sections of Comhairle
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
- operation of a regional training grant fund to support voluntary information providers (Details of the scheme are contained in the Section 16 Manual.)
- 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
- information for applicants on the Regional Training Grant Fund is published in print
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
