North Leinster CIS - Annual Report 2022

North Leinster Citizens Information Service

Chapter 1 : Company Information

Chapter 2: Service Delivery

The Year in Numbers

Advocacy

Community Based Work

Training

Social Policy

Wellness

Staff Reflections

Chapter 3: Customer Testimonials

Chapter 4: Financials

Appendix I: Organisation Chart

Appendix II: Glossary

Appendix III: Contact Details

It is my pleasure to introduce the annual report for the North Leinster Citizens Information Service (NLCIS) for 2022.

In the early stages of 2022, Irish society saw the final lifting of the public health measures that had impacted service delivery during the COVID-19 pandemic and the NLCIS continued its transition from a restricted and mainly remote service offer to a reorganised face-to-face service with great success. Regrettably though, as the challenges of the pandemic reduced, new challenges emerged that impacted families and communities throughout the country. The war in Ukraine led to a humanitarian crisis for the people forced to flee their homes, the ‘cost of living crisis’ has impacted most households, and housing and homelessness continue to be a major societal challenge. Our team in the NLCIS have responded to these, and other challenges, by providing high quality information, advice and advocacy service across a range of topics to those clients who have accessed our service.

North Leinster Citizens Information Service provides information, advice and advocacy services across its Citizens Information Centres (CICs) offices in Kildare, Longford, Louth, Meath and Westmeath. It provides a free and confidential information, advice and advocacy service which informs, educates and empowers all citizens without discrimination. Additionally, it ensures that clients have access to accurate, comprehensive and clear information on their civil and social rights, entitlements and civic duties and that they are aware of the social services available to them.

The NLCIS continued to deliver on its strategic themes of: Empowering Citizens,

• Leading with Integrity, and

• Developing our People

as set out in its strategy 2020 – 2022, and the Board resolved to extend the strategy for one further year (2023). The Board intends to enter a new phase of strategic planning in 2023 and looks forward to discussing the future development of the service with a wide range of stakeholders.

It is clear from the number of clients accessing the services of the NLCIS, that the organisation continues to be a trusted service provider to the public and we continue to be guided by our core values of excellence, leadership, people-centred, empowerment and integrity.

Throughout the year, the Board and its subcommittees met in person and virtually, using video technology. They conducted their business with energy and enthusiasm and are committed to operating within the principles of transparency, accountability and integrity. As a publicly funded charity, the NLCIS strives to practice the highest standards in governance, human resources, financial control, and risk management thus ensuring the delivery of an effective and efficient. I would like to thank my colleagues on the Board for the dedication and commitment they have shown to the organisation and for their ongoing contribution.

I would particularly like to extend my thanks to Gerry Leydon and Dymphna Bracken who retired from the Board during 2022, for their valuable contribution throughout their respective terms.

The NLCIS team has shown great resilience while facing the challenges that have presented throughout the year, and it is because of the commitment of our team that the NLCIS can do all it does. The Board extends its thanks to everyone in the organisation for all you do in contributing to the delivery of services to those that need it.

I would like to thank the clients for continuing to show trust in our organisation to deliver for them and can provide assurance that we will do whatever we can to ensure that we remain accessible and reliable to you.

Finally, as we look to the future, we can see that the societal challenges are as significant as ever. We in NLCIS renew our commitment to ensuring a quality and accessible service for our communities and will do everything within our power to ensure that we are resourced and trained to deliver on this commitment.

Hugh Farrell Acting Chairperson

Introduction

2022 presented lots of challenges for the North Leinster Citizens Information Service and indeed, the wider CIS network. COVID-19, the war in Ukraine, the ‘cost o f living crisis’, and housing issues all added to the already heavy demand from clients to access the CIS. The demand for service reached peak levels in the second half of the year when, month on month, caller numbers returned to ‘pre-pandemic’ levels. Human resource levels continue to be a significant barrier to service expansion and to even meet the existing need. Our team were required to think creatively and demonstrate agility so we could deliver a quality service to the scale that was needed throughout the region. I am delighted to present the following report on some of the key activities of the North Leinster CIS.

COVID-19

The NLCIS operated within the parameters of the nationally agreed COVID-19 Transition Framework. This enabled the service to return to face-to-face delivery and adjust operations based on the demand, resource levels, and office layouts. Furthermore, we were able to offer some flexibility to our team on how work is conducted. The pandemic in general, presented significant challenges to the CIS but following the lifting of remaining public health restrictions in 2022, the organisation was able to organise itself better and build on some of the good temporary changes to its service delivery model.

Service Delivery

During 2022 the NLCIS further developed its consistent service offer across the region. Common opening hours were implemented for all CICs. Further to this, each Information Officer (IO) was rostered specific time on a weekly basis for appointments, call-backs, and advocacy work. This ensures that all strands of our remit are addressed and that each of our IOs are given the time needed to concentrate on specific areas of our work. The NLCIS aim to provide a consistent client experience across it’s CICs and while there is more to do in this area, the alignment of opening hours was a big step in the right direction.

The advocacy work of the NLCIS was enhanced through the continued implementation of the individual advocacy support plans for each IO, two case exchange days, and monthly webinars delivered by the Advocacy Support Workers on topics that had been identified as needing specific attention. The NLCIS was represented throughout the year at a network level on the Advocacy Development Group and Quality Working Group where work and initiatives of common national interest and benefit is progressed.

Strategy & Planning

2022 was the final year of the organisation’s strategy. The NLCIS, consistent with its service level agreement (SLA) with the Citizens Information Board (CIB), is required to prepare a strategy statement following the publication of the CIB strategy. As this was not expected to happen until 2023, the Board agreed to extend the strategy for twelve months so the renewal of its own strategy could be considered in the most up to date network context. The Board approved a further twelve-month action plan that continued to identify projects that would further realise the strategy.

Governance & Compliance

The Board is committed to ensuring full compliance with its obligations to the funder and other entities (CRO, Revenue, CRA etc.). The Board approved the 2022 compliance calendar which outlines its reporting obligations throughout the year and what steps are needed to ensure it remains compliant. In 2022, the NLCIS remained fully compliant meeting all reporting and governance requirements.

The NLCIS was the subject of an external CIB governance and financial audit during 2022 and the findings of this audit, where changes were suggested, were included on the 2023 action plan.

Training

The Regional Management Team delivered training, locally and regionally throughout the year on a range of topics suited to all grades of personnel. The NLCIS supported 210 man-days of training offering on average 5 days training per WTE.

Communications & PR

The NLCIS delivered a communications and PR project with the South Leinster CIS (SLCIS) throughout 2022. This project provided specific training to managers and resulted in a PR/Communications plan being developed that included advertisements, press releases, opinion pieces and in general, a more coordinated approach to communicating the CIS message.

HR

The NLCIS conducted fifteen recruitment campaigns in 2022. Two competitions were external, for permanent roles while the remainder were internal, for temporary cover for sick leave and parental leave. The NLCIS recruited six part time information officers throughout the year on short-term contract to provide specific support to Ukrainian refugees entering Ireland as part of the response to war. The HR Committee continued to meet regularly to provide support as needed on HR related matters.

Overall, ICT provision and support is a matter for the CIB. The NLCIS however manage the following platforms on its own behalf:

·Intranet

·Softworks

Throughout 2022, the NLCIS made significant efforts to enhance its use of technology and create further efficiencies in working practices in this area.

Volunteering

The return of volunteers to the network following the COVID-19 continued to be a challenge throughout 2022 and this ultimately resulted in some very negative publicity for the entire CIS network. Following the publicity, a national project was established by the CIB to consider the matter of volunteering and the NLCIS took every opportunity present to take part in the review. The NLCIS intends to work with the other regional companies to implement the findings of the report and develop a common approach to returning volunteers to the service as Information Providers (IP).

Thanks

I would like to thank my team in NLCIS for the work they continue to do for those that contact our service looking for assistance. The difference that the CIS makes in the lives of those that seek our help can be significant. I would like to thank the members of the board for their commitment and continued support and advice which is invaluable to the organisation.

The success of the NLCIS is the result of our team, all working together, regardless of our roles. Let’s keep doing this to build on what we have achieved so far, for the benefit of our clients and the communities that we operate in.

Noel O’ Connor Regional Manager

North Leinster Citizens Information Service (NLCIS)

The mission of NLCIS is to provide free, impartial and confidential information, advice and advocacy services to the public regarding their social and civil rights and entitlements.

NLCIS is a company limited by guarantee. It is funded and supported by the Citizens Information Board. The statutory remit of the Citizens Information Board is set out in the Comhairle Act 2000 (Section 7 (I)) as amended by the Citizens Information Act 2007.

Each year NLCIS gives our clients the knowledge and confidence to find a way forward; for the many clients who turn to citizens information looking for help, we look at how we can maximise their income by making sure they are receiving all of the benefits they are entitled to – “right payment at the right time”.

During 2022 NLCIS has provided a structured programme of information, advice and advocacy service and assisted and supported individuals, particularly those most vulnerable, in identifying and understanding their needs and options in accessing their entitlements to social services.

A key component of service provision is in the area of social policy whereby NLCIS endeavours to highlight issues and practice at either local or national level when social services are not meeting the needs of individuals adequately or equitably. Information gathered by the NLCIS contributes to the development of the national social policy reports and associated submissions.

Through outreaches and community-based work North Leinster Citizens Information Service enhances the capacity of local communities and service providers, particularly in the areas of deprivation, economic marginalisation, and depopulation to participate fully in local development projects and initiatives which counter social exclusion.

The Board, Management and staff of North Leinster Citizens Information Service continued to implement the strategic plan 2020-2022. To realise the plan the company has developed a rolling annual action plan that includes measurable objectives under key strategic themes.

Vision

North Leinster Citizens Information Service will be trusted and favoured by the public for its quality-assured and inclusive service that empowers and delivers positive outcomes. We deliver a free and confidential, high-quality information, advice and advocacy service that is fully accessible and that promotes and influences change in social policy development at the heart of our services. We are guided by the following values:

Values

Excellence

Our service is underpinned by a process of continuous improvement and we strive to achieve exceptional performance. We support service-innovation, quality and efficiency delivered in a professional and timely fashion.

Leadership

We are ambitious for our service and promote progressive leadership to influence positive change.

People-Centred

We treat everyone equally and fairly and respect the intrinsic dignity of the individual. We communicate clearly, honestly and promptly. We recognise teamwork and collaboration as the most effective way to deliver positive outcomes for our clients.

Empowerment

We support our team and clients to have the confidence and resilience to address societal challenges.

Integrity

Our engagement and interactions with our clients are independent, impartial, confidential and non-judgemental; we maintain the highest standards of integrity and accountability.

Organisation Type

A company limited by guarantee

Company Number

621214

Revenue Charity Number

CHY22214

RCA 20201062

Auditors

Whelan, Dowling & Associates, Chartered Accountants & Statutory Audit Firm, Block 1, Unit 1 & 4, Northwood Court, Santry, Dublin D09 E438.

Locations Served

Kildare (Athy; Maynooth; Naas; Newbridge)

Longford

Louth (Drogheda; Dundalk)

Meath (Ashbourne; Navan; Trim)

Westmeath (Athlone; Mullingar)

Regional Manager

Mr. Noel O’Connor

Registered Address Floor 2, 1 Cannon Row, Navan, Co. Meath, C15 XR8Y.

Telephone 0818 0 76150

Email northleinstercis@citinfo.ie

Staffing Levels (2022)

Paid staff are core funded by Citizens Information Board of whom there are 36 staff equalling a whole time equivalent (WTE) of 26.5

Scheme workers who are funded indirectly by the Department of Social Protection (DSP), through local community employment/Tús schemes, totalling 29 staff equalling a whole time equivalent of 16.

Directors (2022)

Gerry Leydon (Retired 26th May 2022)

Michael Redmond

Hugh Farrell (Acting Chair 26th May 2022)

Sé Fulham

Dymphna Bracken (Retired 26th May 2022)

Michael Patrick Quirke

Gráinne Berrill

Jim O’Hara

Deborah Sheridan

Mary Deery

Company Secretary

Sé Fulham

Development Managers

Kildare : Joan O’ Connor

Longford : Mary Murtagh

Louth : Marie Hayes

Meath : Lorraine Walsh

Westmeath : Deborah Dwyer

Met 36,465 customers in drop-in clinics

Answered 2,317 letters / emails

Answered 31,446 telephone calls

Managed 1,456 customer appointments for advice and assistance

Had 446 advocacy cases

Answered a total of 138,094 queries

Recorded 1,389 Social Policies

Presented 88 radio slots on 5 different radio stations

Featured 52 Know Your Rights Newspaper Articles and 6 themed Press Releases

Manned 15 Information Stands at various Community Events

Conducted 8 board meetings

Presented to 500+ secondary school students on the rights and entitlements of school leavers

Supported targeted events for Immigrants; Lone Parents; Travellers; Women's Networks and the Elderly Hosted 2 Staff Conferences and 2 Case Exchange Events

Delivered 12 Wellness events for staff

Provided 210 man-days of training offering on average 5 days training per WTE

Operating Grant 2022

€2.36M

Developed an annual activity plan to support the current strategic plan (2020-2022)

Hosted 29 Scheme Workers

Top 5 queries focused on: Social Welfare Housing Health Employment Money and Tax

2022 – Advocacy

“Advocacy is empathy, compassion and community at work” (Janna Cachola)

Advocacy is a means of empowering people by supporting them to assert their views and claim their entitlements and where necessary representing and negotiating on their behalf. Delivering a professional advocacy service means providing a trained person, who on the basis of an understanding of a client’s needs and wishes will advise and support that client to make a decision or claim an entitlement and who will, if appropriate, go on to negotiate or make a case for him/her.

The marjority of our advocacy work is in Social Welfare and Employment Law. Sometimes cases are presented that are very complex in which we need an expert level of advise and support. The Citizens Information Board funds an expert support in both of these areas that the ASW programme has access to. Through this channel, we can engage with individual experts in these areas to take advice, get opinions or appropriate case law that supports our work on behalf of clients.

CASE STUDY : EMPLOYMENT

Redundancy payment following CIS negotiation with employer

- North Leinster CIS

Issue

The client presented to the CIS having been on lay- off from his employment for 20 months as a result of Covid-19. He had worked for his employer for more than a decade. Section 29 of Emergency Measures in the Public Interest (Covid-19) Act 2020 temporarily reduced the scope of the operation of the Redundancy Payments Act, 1967 which prevented the client giving notice of his intention to claim redundancy until after 30th September 2021.

Actions

The Information Officer assisted the client issue notification to his employer of his intention to claim his redundancy lump sum payment in a lay-off situation via an RP9 form. As the employer failed to provide written counter-notice within 7 days, a redundancy situation then arose, and the client became entitled to a redundancy payment. The CIS wrote to the employer seeking our client’s statutory redundancy lumpsum with an attached RP77 form which also went unacknowledged by the employer. Additional correspondence issued from the CIS to give the employer further opportunity to engage but this too was not responded to.

Outcome

As the CIS was about to lodge a complaint on the client's behalf to the Workplace Relations Commission under the Redundancy Payments Act, 1967, the employer contacted the CIS with a view to arranging a meeting with the Information Officer and the client in a neutral venue to resolve the matter.

The CIS negotiated on behalf of the client with the employer and agreed a settlement to include a gratuity payment. The client received the sum of €14,000 from his former employer and a further €2038.56 from the Covid-19 Related Lay-Off Payment Scheme.

CASE STUDY : SOCIAL WELFARE

Disability Allowance refusal on Right to Reside, Habitual Residence Condition, Medical Eligibility and Means

Issue

The client came to Ireland in 2018. They were employed from 2019 to 2020 when they were injured at work. They applied for Occupational Injury Benefit and received this for the maximum of 6 months. Afterwards they applied for Disability Allowance. The application was refused on Right to Reside, Habitual Residence Condition, medical eligibility and failure to provide information requested to establish their means.

Actions

They approached the CIS for support some months after the deadline for appeal had passed. A request for the client’s file under the Freedom of Information Act was made. The Information Officer submitted a late appeal which included medical evidence and prove of satisfying HRC together with requested documentation proving their means. The late appeal was accepted. The CIS accompanied the client to an Oral Hearing and supported the client to prove that they had a right to reside under Regulation 3 (1) (a) (i) as they were temporarily unable to work due to an illness or accident and they satisfied the HRC criteria.

By providing additional medical evidence, the Appeals’ Officer acknowledged that our client would never be able to resume employment and therefore met the medical eligibility criteria for Disability Allowance. However, our client failed to provide sufficient information to the Department of Social Protection to prove their means and how they supported themselves for almost a year without an income. The evidence submitted with the appeal was not sufficient to demonstrate that they were able to support themselves without an income for a year and the appeal was disallowed.

The CIS requested a review under section 317 in which we were able to demonstrate that the client’s only outgoings were their food bills. They did not pay rent for over a year which included electricity costs. The client was able to provide proof of loans from friends and supports from St Vincent de Paul. The CIS were able to break down how our client could survive on €40 per week by giving a detailed breakdown of their weekly shopping and the meals they would prepare from less expensive ingredients. Our client also stated that they were regularly invited to dine at the homes of their friends.

Outcome

The Appeals Officer carefully considered the new evidence they previously did not have sight of and the section 317 review was successful.

CASE STUDY : EMPLOYMENT

Redundancy payment following lack of suitable alternative employment - North Leinster CIS

Issue

The client presented to the CIS having been laid off from her employment without notice. They were employed by an employment agency and had worked full-time for the same company for five years. They received four discrete offers of alternative employment from the employer; however, these offers were not deemed suitable alternative employment due to the relative travel distance involved, the unsuitability of night shift work and their temporary status.

Actions

As the layoff situation continued, the client, assisted by the CIS sought her statutory redundancy lumpsum via RP9 and RP77 forms from the employer. The employer asserted that a redundancy situation did not exist and argued they had made our client offers of suitable alternative employment which she unreasonably refused.

Having exhausted all avenues with the client’s employer, the CIS submitted a complaint to the Workplace Relations Commission seeking her redundancy lumpsum under the Redundancy Payment’s Act 1967. A comprehensive submission was drafted and the CIS relied on a number of case precedents to support our client’s case.

Outcome

Following four separate WRC hearings in which the CIS represented the client, the adjudicator determined that our client’s claim was well founded as a redundancy situation did exist. Our client was awarded a statutory redundancy payment of €4,531.52. She was delighted with the outcome and to have been assisted by the CIS.

2022 – Community-Based Work

“When the world is silent, even one voice becomes powerful” (Malala Yousafzai)

North Leinster Citizens Information Service is committed to providing information talks and occasional outreaches across the 5 counties to meet the needs of specific groups in the community. During 2022 a total of 46 information talks/presentations and occasional outreaches were delivered. This community-based work provides valuable awareness raising within the community about the work of the service; and provides an opportunity to link clients into our centres for follow-up work. Community based work included:

• Presentations to secondary students on social and civil rights and entitlements for young people

• Manning information stands at 15 events such as Disability and Older Persons Services Event

• Delivering tailored talks to Lone Parent Groups; Immigrants; Travellers; Patient Support Groups and Active Retirement Groups

• Preparing and delivering Nursing Home Support Scheme (“Fair Deal”) structured presentation to staff in Teagasc to support their field work in this subject area

• Actively participating in inter-agency groups in each service area to support work in the areas of Ukrainian Response and Covid-19 Response

Ukrainian Based Collaborative Work

Across each of the counties in North Leinster CIS a Ukrainian Response Forum in some format was established in response to the arrival into Ireland by Ukrainian nationals who were escaping the war in Ukraine.

Each county forum is made up of people from a variety of government departments, agencies, organisations, and community and development companies to include ourselves as Citizens Information, Local Authorities, Department of Social Protection, HSE, REALT, TUSLA, Garda Siochana, local politicians as well as local volunteer groups and community and development partnership companies.

Each forum developed an action plan for their county to identify all agencies roles, responsibilities and opportunities that could be offered from a social, economic, health, educational and community perspective. This action plan was accompanied by a directory of contact persons county-wide. Typically, an organisation/member of the forum is the first point-of-contact to gather and respond to the refugees needs both collectively and individually and where appropriate broker a structured referral to the relevant service provider. Upon arrival to each county, Ukrainian citizens need information and assistance with the following:

• Registration

• Accommodation

• Public service card applications

• PPS Numbers

• DSP queries and information and initial application for appropriate payment

• Medical card applications

• Preschool subsidy applications and placements

• All other personal needs such as prescriptions or medicine, doctor and hospital appointments, assessments for children with disabilities

• English lessons to improve their conversational English

• Access to education and schools for school-going children and further education options for adults

The benefit of county-wide forums allows for the proactive management of services in a timely and quality assured manner.

Disability and Older Persons Services Event

Staff from NLCIS attended Disability and Older Persons Services and Information Event which was held in Mullingar. It was a very successful day and many people from across the Midland counties attended as it was the first event held post Covid-19 so there was a huge turnout! There were many information stands and free gifts which attendees loved as well as speakers and entertainment, crafts, music and dancing. During visits to the NLCIS Information stand many participants noted their delight to be out and about and were interested in how to come back to our service and if we were available to do presentations to their groups (Active Retirement and other Community Groups). Queries were wide ranging from social welfare payments, employment matters, family issues and other life events. It was great for us as a Service to be present and to re-establish connections with other service providers, community groups and government departments and agencies.

Schools Project

The schools Transition Year Project has been running for many years within North Leinster Citizens Information Service. This project aims to deliver a PowerPoint presentation along with the School Leavers Information booklet which is published by the funder Citizens Information Board. The presentation covers a variety of information areas such as:

• Remit of Citizens Information Service and pathways / channels to access service in local CIC and via website

• What is information, advice and advocacy

• The benefits of engaging with Citizens Information given the breath of topics covered such as Social Welfare, Employment Rights, Housing, Education (Susi), Health matter, Immigrations, Family issues, Travel & Recreation, Money & Tax, Consumer rights, Covid19 etc.

• Examples of queries/cases we might encounter in Social Welfare, Employment and Housing and how we might deal with these queries from giving information, advice and/or advocacy

• An explanation of the Social Welfare Appeals office and the Workplace Relations Commission and representing a client at these fora.

• Employment Rights for the Young Worker including an overview of the governing legislation and other relevant topics such as:

| Employment for Young Persons and any restrictions that are in place (14-17 years of age)

| Paying young employees: payslips and the law / what information payslips should contain

| Minimum wage & who is entitled to it (and a glance at other countries minimum wage in comparison to Ireland)

Part-time workers and their rights: Employment contracts and when employees should receive a contract / the importance of an employment contract / Official summary of the Protection of Young Persons Act 1996 / Evidence of age and written permission from parents

| Sick Pay and the Sick Leave Act 2022

| Annual Leave and Part-time workers

| Employment breaches and how to make a complaint to the WRC (reminder of our service and the offer of advocacy)

Things to know and how to prepare for engagement with Department of Social Protection

| Explanation, importance, and how to apply for PPS numbers and Public Service Cards. Documents that will require a PPS number.

| MyGovID verified account and how to access services online / SAFE registration

| Social insurance PRSI and what it means (and how Social welfare payments relate to PRSI)

Money and Tax

| Tips and gratuities (explanation of new legislation and examples of why this law came about)

| Income and how tax is calculated

| Revenue’s Jobs and Pensions online service in myAccount.

• Financial supports for students

Each presentation is followed with a pop-quiz which tests the student’s knowledge: At What Age Can I? …. (leave school, commence employment, be entitled to minimum wage, become an apprentice, join the army or Garda, drive a vehicle, apply for national age card, gamble, own a dog, consent to medical treatment, get teeth whitened, get a gender recognition certificate, get married, be charged with a criminal offence, vote, stand for elections, sit on a jury, get a social welfare payment…)

Feedback from TY years heads and Career Guidance teachers has been extremely positive to date with a request to return the following year always offered. They unanimously agree that the presentation is perfectly pitched to its target audience, and that it ties in nicely for students going out into the workplace for transition year work placements. Schools have also arranged for similar sessions to be presented to senior/leaving certificate student cycle in preparation for going onwards with education or for commencing employment

2022 – Training

“Train people well enough so they can leave, treat them well enough so that they don’t want to.” (Richard Branson).

Information and Advice Based Training

Training helps learners improve their competence, capacity, and performance and provides an opportunity to gain new knowledge and skills and apply this information to their work. NLCIS is committed to the development of its greatest asset – their staff and their knowledge.

In 2022 a total of 210 training days were delivered; this training covered statutory obligations in Health and Safety as well as core subject areas - Welfare to Work; Intercultural Competency and Anti-Racism; Housing; Immigrations; Social Welfare and Work Calculations; Immigration; SUSI Grants during 2022. Focused training for management included HR; Change Management; Leadership and Public Management.

Advocacy-Based Training

ASW led training 2022: The ASW ran 8 interactive online regional training sessions in the following areas:

• Policy and Procedures

• ECMS Changes

• Signature Pad Roll Out

• Redundancy

• Paperless Recording

• Yearly Round Up

• Ukrainian Supports

These sessions were held monthly, and recorded for those who were unable to attend. The ASW coordinated and facilitated 2 Regional Case Exchange Days on Social Welfare Medical Appeals and Short-Term Advocacy. The ASW also coordinated Regional external Advocacy training with Mercy Law (Housing) and Threshold (Housing). The ASW was awarded an Advanced Diploma in Quasi–Judicial Decision–Making from Kings Inns in May 2022.

2022 – Social Policy

Social Policy Returns (SPRs) are an important and potentially powerful mechanism to inform and shape national and local policy and practice for the greater good. North Leinster CIS serves an important function collating new, emerging and recurring topics and patterns noted in the course of their front-line work. This intelligence can usefully inform wider policy and practice across the public service. Throughout 2022, Information Officers, during the course of their work dealt with clients to the CICs that experienced social exclusion, poverty, welfare dependency, and experienced difficulty in accessing their social and civil rights and entitlements. The number of SPRs returned by NLCIS during 2022 was 1,389 (an increase of 39% from 2021 (996 returns) with social policy returns focusing on:

• Access and Administrative Barriers

Information Gaps

• Gaps and Inconsistencies in Provision

• Anomalies in Policy

The top ten single payments or schemes that logged the most SPRs (nationally) during 2022 are listed below:

Payment / Scheme

Fuel Allowance

Applying for Local Authority / Social Housing

Working Family Payment (WPF)

Illness Benefit

Carer’s Allowance

Housing Assistance Payment (HAP)

Of note to Citizens Information Centre staff in NLCIS during 2022 is that the use of technology is changing at rapid pace. Across all levels of Irish Society, we are witnessing a growth in the need to adapt to new digitalised ways of living within our social, professional, personal, family, and civic lives. Amongst these developments it has become evident that some groups in society are experiencing challenges with this change. NLCIS recognises multiple barriers to digital inclusion ranging from the fact that the digital world may not be fully accessible whilst for others it may not be affordable and for some they do not have the skills so as to participate and engage fully and therefore these cohorts may experience isolation and or exclusion.

2022 – Wellness

Wellness at work is a growing trend that aims to improve employee health and well-being through various activities and policies. NLCIS recognises the importance of Wellness for Staff and during 2022 the Wellness Programme continued and was expanded to ensure it met staff needs and expectations and had an assortment of topics ensuring there was something of interest for everyone! The use of a staff survey gave direction, purpose and focus to the Wellness Programme.

Regular newsletters were published detailing the upcoming events, wellness editorials, meditations and monthly calendars giving our colleagues the opportunity to register for events, read the editorials when convenient or join in the meditation. The calendar was packed with simple everyday actions that colleagues could take to build a happier world and make happiness a habit in their lives. Each month had a different theme based on the Ten Keys to Happier Living, from Happier January and Friendly February to New Ways November and Do Good December.

Monthly guided meditations focused on:

Bringing Mindfulness to our Work Day

• Grounding Techniques

• Body Scans

• Letting Go of Work Stresses

Moving Forward

• Living in the Moment and Embracing Short Term Goals

Other Wellness events included sessions such as Gardening for Well Being; Nutrition Demonstration and Healthy Eating; Gratitude and Journaling; Photography and Yoga. Editorials were compiled on a variety of themes such as Self-Care; Happiness as a practise and Motivation.

The benefits of the Wellness Programme were measurable through higher employee engagement, improved work culture and lower turnover of staff. This is a programme North Leinster Citizens Information looks forward to continuing during 2023.

2022 – Staff Reflections

“For every minute spent in organizing an hour is earned” (Benjamin Franklin)

A day in the life of a Receptionist in a busy local CIC

2022 saw Citizens Information re-opening their doors to customers; although in a modified version of what was previously delivered to the public. One of the positives from service delivery as the organisation emerged from Covid-19 was the level of demand by customers – both returning customers and new customers alike looking for a comprehensive service.

It was evident at Reception that some customers had ‘made-do’ during Covid-19 and other customers had become more astute at determining information relevant to their query but still required advice and assistance in order to close out their query or deal effectively with their own scenario.

Following the reopening of CICs to drop in services, the reception area seemed a lot busier. As well as Covid-19 cleaning and safety protocols placing a time-demand on the workings of the CIC, it was essential for front of house to change their working style as it became necessary to manage customer queues as well as creating an awareness for customers as to how the walk-in clinics functioned daily and the allocation of appointments and call-backs. As a receptionist it was critical to ensure each customer found our service to be accessible to their needs as well as ensuring their dignity and confidentiality during engagement. This approach enhanced what was already a key communication skillset –being respectful, professional, courteous, understanding and empathetic to their needs and ensuring a quality service.

I am working as a receptionist in my local CIC through a CE Scheme. My time on the CE Scheme hosted by the CIC has built my confidence, introduced a whole new skillset and has afforded me both accredited and general training. I am busy progressing from Reception to Information Officer and I look forward to a continued career within Citizens Information built upon a very positive and successful scheme placement.

North Leinster CIS engages with various community development and partnership companies across the 5 counties under various schemes such as Community Employment and Tús and host several participants in the role of Receptionist, administration and information provision. These schemes are designed to help people who are (long-term) unemployed to get back to work by offering part-time and temporary placements in jobs based within local communities. As part of the placement the host (NLCIS) provides training and meaningful work experience that will improve the participants employability. Participants have individual development and learning plans and regular reviews with both the sponsor and the placement host. NLCIS is pleased to note that a number of placements secured fixed purpose contracts in formal paid employment during 2022 and such employment lends itself well to on-the-job work experience and paid employment experience.

A day in the life of an Administrator in a busy CIC

As an administrator, days can be very busy so being organised, prepared and exercising good time management skills is crucial. On a daily basis, diary management is a priority as this allows for tasks to be scheduled in order of importance and in turn actions are completed in a timely manner.

The administrator often anchors the service as they are linked with the Development Manager and are secondary point of contact for all personnel; this requires a solid functioning knowledge of all elements of service delivery. The key duties for an administrator in a busy CIC include:

• Processing of monthly invoices

• Processing of monthly Travel & Subsistence payments

• Minute-taking for key meetings such as Case Review

• Distribution of monthly Know Your Rights column to local media outlets

• Ensuring Oyster updates for Know Your Rights /FLAC/ Staff Details

• Preparation of staff rosters on a weekly basis and Regional Rosters on a monthly basis

• Stationery Ordering and Admin activities such as events/meetings/training planning, filing, archiving, petty cash management, reception cover and general office duties

• Provide learning support to incoming scheme participants and volunteers as agreed with Development Manager

• Participation in key working groups at a local, regional, and national level

What I like about my job - No two days are the same; this is what keeps the role exciting, challenging and rewarding!

Diary of an Information Officer

in a busy CIC

“Information is only useful when it can be understood” (Muriel Cooper)

In brief, the purpose of my job is the provision of information, advice, and advocacy services to members of the public and assisting the Development Manager in the work of the information service. A day can vary from one day to the next, however the core work remains the same. As an Information Officer (IO), I am responsible for dealing with the public face-to-face, over the phone or though emails. I am also responsible for delivering presentations to outreaches and connecting local communities to our service.

The service delivery model, post Covid-19 has changed. We now operate through set drop-in times, provide a structured call-back service, offer appointments, and receive dedicated advocacy hours. There is a high demand for our service, and this can put pressure on IOs and receptionists as they must manage the demand. Currently the service delivery guidelines provide for 15 minutes face-to-face consultation and if longer time is need, appointments are given.

My day starts at 9:00 when I come into the service. My morning would normally follow a similar pattern of work, checking emails, catching up on media scans and when the door opens at 9:30, I start to see clients for the morning. I never know what queries will come in the door, some are simple, and some are more challenging. My work regularly exposes me to the various challenges and complexities of people lives. My role also requires me to recognise and record social policies and I must remind myself to complete these as the service is so busy. My morning might include the identification of a possible advocacy case or the need to make an appointment where the query is just too complex. Afternoons are predominantly scheduled for call-backs, appointments, and advocacy time. From time to time, we could also have a scheduled team meeting or arranged appointment with another community organisation. When working on the call-back service, I may identify that a caller needs further support which may involve making an appointment in our service or referring the query to another service. When I am rostered for Advocacy, I progress my advocacy cases which might include communicating with the ASW, preparing submissions, or updating my case files.

A day in the life of an Advocacy Support Worker (ASW)

I start my day at 9 a.m. I am onsite in a Citizens Information Centre and I check my emails straight away and prioritise what needs a timely response. I refer to my to-do list and see what needs my attention.

I have an in person catch-up session with my ASW job sharing colleague who is also on site today. We collaborate on current ongoing projects in the region and at a national level. Today we are joining forces in building our next monthly ASW training session within the region. Both of us touch on trends and training needs that are arising in advocacy cases across the region and incorporate this into our monthly training. We discuss the latest trends in social welfare decisions, looking for new ways to provide support to our IO's in these areas. Both of us, along with another ASW are currently responsible for populating the quarterly Citizens Information Service Advocacy Newsletter. We discuss potential content we could include, what would work and what does not. We realise that we are still lacking some case studies and decide to reach out to the other ASW’S to seek some of their case studies and they very kindly help us out.

An IO has sent me their Social Welfare appeal submission for me to review before they send it off. I take a look at what is a solid piece of work without the need for any major changes as such but rather a suggestion or two. A complex query from an IO arrives in my inbox. The query is multi-layered and one I haven't come across before. Luckily my ASW colleagues has experience in this area and can assist with the response. I promptly revert to the IO with the response and they reply with their thanks; another complex query resolved, another happy client!!

In the afternoon, I join a case review remotely with a Development Manager and an IO. We embark on a lively discussion, exploring ways to manage the particular client's expectations and exploring how to mitigate a significant social welfare challenge. We brainstorm and agree on follow-up actions with the IO. I offer to help the IO with case research, immersing myself in a massive FOI file hoping to uncover vital information that may pave the way for a positive outcome.

As the day progresses, I meet an on-site IO who has sent me their submission for their client's upcoming adjudication hearing at the Workplace Relations Commission for review. I carefully evaluate the submission, suggesting changes that may bolster its effectiveness. The IO and I have an energetic discussion and we look at possible pitfalls in the case and how to work to overcome these and to convince the adjudicator to find in our favour on the day of the hearing. The IO and I agree to check in again next week to finalise the submission.

Finally, before the day ends, I have a Microsoft Teams call with an IO to discuss a potential advocacy case. We strategise the next steps that the IO could take with the consent of their client.

Participation in National Working Group by ASW

The ASW is a member of the Advocacy Development Group. This group’s core role is to drive and oversee the development of advocacy across the CIS network. This involves attending meetings, participating in working groups to develop key policy/strategic aims and being a conduit between the ADG and the NLCIS Regional Management Team. regional NLCIS team. The key areas that the ASW engages in are:

• Coaching and Mentoring IOs in case work

• Supporting DMs in the management of case work via case review/ training

• Supporting the development of advocacy as part of CIS service delivery

Development Manager Profile

As a Development Manager I am responsible for the management and development of the service for my area in line with the company’s strategy and action plan. My duties are:

• To contribute to the development and implementation of a regional strategy for the provision of a quality information, advice and advocacy service

• To manage and develop the provision of advocacy services within my service area with the support and assistance of the Advocacy Support Worker

• To lead and motivate a team of paid and unpaid staff including scheme workers and volunteers

• To oversee the effective maintenance and management of CIC premises in the specified service area

The service is constantly developing ways to improve the service for our clients such as:

• Managed service delivery during Covid-19 to keep both staff and clients safe

• The introduction of a regional call back system to help share the volume of calls to our services.

• Ensure compliance with data protection legislation and instil good practice amongst staff in this regard.

In North Leinster Citizens Information Service there are five Development Managers covering our Region. There is a Development Manager in each county - Kildare, Longford, Louth, Meath and Westmeath. Each Manager leads and supports the staff, scheme staff and volunteers in their area. We are wholly responsible for service delivery and the operations of our respective service area. We attend Regional Team Meetings (RTM) regularly and provide updates on what is happening within our Counties as well as reviewing service delivery at a regional level and it is important that we are aware of and contribute to national projects and working groups through engaged participation.

Collectively as a management team we undertake a training needs analysis to ensure the knowledge and talent within the company is at optimum level and we have career paths identified that are achievable for all staff, scheme participants and volunteers. On time and fit-for-purpose training is critical as this is how we can assure the quality of the service provided to our clients. We work closely with the Regional Manager and together as a Regional Team. Our duties are very varied and cover a multitude from staff management to premises development to health and safety to finances to engaging with local service providers and government departments to delivering community based presentations. We also regularly interact with county forums such as Public Participation Network and Age Friendly Ireland; all this while being mindful of future needs for the service - digital strategy, risk management, casework and legislation, and ensuring our service is fully accessible and inclusive.

CHAPTER

CUSTOMER TESTIMONIALS

Citizens Information Services have a national responsibility and are committed to understanding the difference we make to the people and communities we help across the country. Each year, Citizens Information Service helps hundreds of thousands of customers to find a way forward.

Thisisachievedthroughtheprovisionofinformation,advice and advocacy services and by influencing policies as well as through the provision of direct support to our customers. While many people in the population may be becoming more skilled in searching for information online, Citizens Information Services has found a steady increase in the complexity of queries that they deal with. Even seemingly straight-forward information requests often involve atypical circumstances or uncertainty about the interpretation of eligibility criteria and administrative rules. In addition not everyone can access information online – therefore the service plays a vital role in bridging the digital divide through their face-to-face service. Everything we do - and the way we work – has a direct benefit to our customers and to society as awhole.

Thisiswhatsomeofourclientshadtosayaboutus.

"The information officer helped me to appeal the decision on my invalidity pension and they won the case for me. I got my invalidity pension all thanks to the IO’s hard work; they made me feel at ease and explained everything to me. Thank You!”

“CIS is a vital link in any community. I was totally satisfied with the information and care given to me.”

“Everything is efficiently run and courteous. Thank you for helping me and being ready to offer more help if needed.”

“Keep up the wonderful service; it is great to get accurate and helpful prompt advice from a friendly individual.”

“The information officer who was dealing with my case was very professional and friendly. Thank you for everything.”

‘I was overwhelmed with the information I needed to obtain but I felt calmer and more organised with the information the officer explained. Extremely helpful and knowledgeable. Thank you so much for this service.’

‘Your service is excellent and staff are so helpful.’

“I was treated with friendliness and the work carried out on my behalf was excellent and professional. I can’t thank you enough for everything.”

“Thank you for everything.”

“Thank you so much for this service.”

“My information officer was very helpful throughout my case and was always there when I had a question.”

“I am very satisfied with the help I received – my citizens information centre kept me informed throughout the whole process; they helped me with my case.”

“Absolutely amazing! This help has greatly made my family’s life better – on a scale of 1-5…I would easily give a 10!”

“Thank you so much for the best ever help.”

CHAPTER

FINANCIALS

North Leinster Citizen Information Service

REFERENCE AND ADMINISTRATIVE INFORMATION

Directors

GerryLeydon(Resigned26May2022)

HughFarrell

JamesFulham

DymphnaBracken(Resigned26May2022)

MichaelPatrickQuirke

MichaelRedmond

GrainneBerrill

JimO'Hara

DeborahSheridan

MaryDeery

Company Secretary JamesFulham

Charity Number

Charities Regulatory Authority Number

Company Number

CHY22214

20201062

621214

Registered Office and Principal Address Floor2

CanonRow

Navan

Co.Meath

Navan

Meath

C15XR8Y

Ireland

Auditors

WhelanDowling&Associates

CharteredAccountants&StatutoryAuditFirm Block1,Unit1&4, NorthwoodCourt

Santry

Dublin9

Bankers AIB

OliverPlunkettStreet

Westmeath

North Leinster Citizen Information Service

DIRECTORS' ANNUAL REPORT

for the financial year ended 31 December 2022

The directors present their Directors' Annual Report, combining the Directors' Report and Trustees' Report, and the audited financial statements for the financial year ended 31 December 2022.

The financial statements are prepared in accordance with the Companies Act 2014, FRS 102 "The Financial Reporting Standard applicable in the UK and Republic of Ireland" and Accounting and Reporting by Charities: Statement of Recommended Practice applicable to charities preparing their financial statements in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland (FRS 102), effective from 1 January 2019.

The Trustees' Report contains the information required to be provided in the Trustees' Annual Report under the Statement of Recommended Practice (SORP) guidelines. The directors of the company are also charity trustees for the purpose of charity law and under the company's constitution are known as members of the board of directors.

In this report the trustees of North Leinster Citizens Information Service present a summary of its purpose, governance, activities, achievements and finances for the financial year ended 31 December 2022.

The company is a registered charity and hence the report and results are presented in a form which complies with the requirements of the Companies Act 2014 and, although not obliged to comply with the Statement of Recommended Practice applicable in the UK and Republic of Ireland FRS 102, the organisation has implemented its recommendations where relevant in these financial statements.

The company is limited by guarantee not having a share capital.

Mission, Objectives and Strategy

Mission Statement

The mission of North Leinster Citizens Information Service is to provide free, impartial and confidential information, advice and advocacy services to the public.

Objectives

The objectives of the Company are as follows;

- To provide a structured programme of information, advice and advocacy services for all and to assist and support individuals, particularly those most vulnerable, in identifying and understanding their needs and options and in accessing their entitlements to social services

- To highlight issues in social policy and practice at local and/or national level where social services are not meeting the needs of individuals adequately or equitably and facilitate, in collaboration with the Citizens Information Board, the compiling of social policy reports and submissions.

- To co-operate within the service area with statutory and voluntary bodies and agencies and to facilitate the combination, co-ordination and integration by those bodies and agencies of the various schemes, services and initiatives provided by them within the Area.

- To maximise the effectiveness of the volunteer support available to the Company.

- To enhance the capacity of local communities, particularly in areas of deprivation, economic marginalisation, and depopulation to participate fully in local development and to counter social exclusion; and

- Any such activities as might be prescribed by the Minister or the Citizens Information Board.

Strategy

The board of the North Leinster Citizens Information Service continue to implement the strategic plan 2020 - 2022. To realise the plan, the company has developed a rolling annual action plan that includes measurable objectives under each of the three strategic themes.

The board resolved to extend the strategic plan until 2023 as under the terms of its SLA with the CIB it will be required to develop a strategic statement with three months of the CIB publishing their strategy and this is not expected until mid 2023.

North Leinster Citizen Information Service

DIRECTORS' ANNUAL REPORT

for the financial year ended 31 December 2022

Structure, Governance and Management Structure

The North Leinster Citizens Information Service, founded in 2018, is a company incorporated under the Companies Act 2014 and is limited by guarantee. The Governance of North Leinster Citizens Information Service is conducted in accordance with its Constitution.The company is exempt from using the word "Limited" under Section 1180 of the Companies Act 2014.

North Leinster Citizens Information Service is governed and directed by a voluntary board which comprises people with varied backgrounds and skill sets. Its function is to provide leadership, develop strategy, formulate effective policies, and oversee their implementation, ensure good governance and financial control. The board is provided with regular financial and operational information.

The day-to-day operations of the charity are managed by the Regional Manager who is appointed by the board. Development Mangers report directly to the Regional Manager.

Governance

The board's commitment to governance is reflected in the emphasis on transparency, accountability, effectiveness and on value for money in all aspects of its work. North Leinster Citizens Information Service is fully compliant with “Charities Governance Code”. A review of the organisation's compliance with the code is conducted annually as part of the work of the board sub-committee, the Governance Review Group.

Detailed annual budgets are prepared by the Regional Manager, are reviewed by the Finance, Audit and Risk sub-committee, and approved by the board. Actual results and outcomes are compared against the budget by the Finance, Audit and Risk Committee and the board on a regular basis to maintain tight budgetary control and ensure value for money.

The board of North Leinster Citizens Information Service met on eight (8) occasions during the financial year. The agenda for each meeting contains a requirement for a formal disclosure by each trustee of any conflict of interest or loyalty on any matter noted on the agenda. The agenda for board meetings will typically include: review of latest detailed management accounts; Regional Manager's report on activities including progress on the Action Plan; updates from various board committees; review of the risk register; correspondence addressed to the board from the funder. Five committees assisted with the work of the board during 2022.

There are eight (8) members of the board of trustees drawn from a broad range of backgrounds. There are two (2) vacancies the board of trustees that the board aim to fill in 2023. Trustees are appointed for a term of three years at the end of which they may seek re-election at the annual general meeting. All trustees may serve a maximum of two terms.

The boards Nominations Committee reviews applications for board membership and submits their recommendations to the members for approval. Approved applicants are put forward for election by the members at the annual general meeting.

On appointment, all new board members attend an induction training session with the Regional Manager and other members of the board. They receive an overview of the organisation as a whole and the various activities and services provided by it. They are briefed on their legal obligations under charity and company law and are provided with a copy of the company's constitution. In addition, the role and responsibilities of a trustee are explained in detail. Trustees are also encouraged to attend appropriate external training events where these will assist the undertaking of their role.

Committees of the Board and Terms of Reference

There are two standing committees of the board. All board committees have terms of reference which are reviewed and approved by the board. The chair of each board committee is appointed by the board.

The following committees are appointed by the board to aid in the internal workings of North Leinster Citizens Information Service.

▪ Finance, Audit & Risk sub-committee

▪ HR Committee

▪ Service Delivery & Development sub-committee

▪ Nominations Committee

▪ Governance Review Group

North Leinster Citizen Information Service

DIRECTORS' ANNUAL REPORT

for the financial year ended 31 December 2022

Finance, Audit & Risk sub-committee

The Finance, Audit and Risk Committee review all matters affecting the finances of the organisation. This includes annual budgeting including capital expenditure, management accounts, the reserves policy, annual draft audited financial statements, special projects etc. The committee engages with the independent external auditors on audit planning, audit and internal control issues and audit finalisation. The audit tendering process is managed by the committee. The committee monitors the effectiveness of the internal control systems. In addition, the Finance, Audit and Risk Committee coordinates the compilation and update of the risk register. It assesses the risks and makes recommendations to the board on strategies to minimise those risks. The board reviews the risk register and approves the ranking of the risks.

HR Committee

The HR Committee provides support and advice to the Regional Manager and Board in the management of human resources.

Service Delivery & Development sub-committee

The SDDC has the responsibility to advise the board on matters relating to the quality and quantity of service delivery across the region, to identify services which are not meeting agreed standards, to identify the potential and need for different and/ or new services and to propose changes which will enhance the nature of services through the initiation of research or of piloting new approaches.

Attendance at Board meeting

There were eight (8) meetings of the Board during 2022.

Management

The Regional Manager, Noel O’Connor, to whom the day-to-day management of the charity is delegated, leads a team of employees, volunteers and scheme staff working throughout the twelve (12) Citizens Information Centre’s and casual outreach offices within the region.

The regional office in Navan CIC is the base for the overall administrative and support services of North Leinster Citizens Information Service, including Advocacy, Finance, IT, HR, Communications, and the Information Line. Service development and operations are included within the remit of the Regional Manager.

The Regional Manager manages the operations of the charity and delegates’ responsibility to Development Managers as required.

Review of Activities, Achievements and Performance

The principal activities, achievements, and performance of North Leinster Citizens Information Service in 2022 included the continued provision of information, advice and advocacy services to 71,000 customers. A more detailed review of North Leinster Citizens Information Service activities is available on the website.

Financial Review

The results for the financial year are set out on page 13 and additional notes are provided showing income and expenditure in greater detail.

Financial Results

At the end of the financial year the company has assets of €87,765 (2021 - €244,770) and liabilities of €50,474 (2021 - €47,325). The net assets of the company have decreased by €(160,154).

Reserves Position and Policy

Consistent with the ‘Financial Controls and Reporting Requirements for Citizens Information Services in Receipt of a Citizens Information Board Operational Grant’, the company does not hold a cash reserve. Any unspent monies are returned to the Citizens Information Board in the following year.

North Leinster Citizen Information Service

DIRECTORS' ANNUAL REPORT

for the financial year ended 31 December 2022

Principal Risks and Uncertainties

Achievement of the aims and objectives of the company entails taking risks. The Board are responsible for ensuring that the major risks facing North Leinster Citizens Information Service are appropriately managed. This is a continuous process reflecting the changing priorities and circumstances facing North Leinster Citizens Information Service. During the financial year the major risks facing North Leinster Citizens Information Service, as defined by the board and the Regional Management Team, have been reviewed and their potential impact assessed. The board implemented the risk management policy adopted in November 2020 and identified the main areas of risk as compliance, environmental, financial, governance, operations, strategic, reputational and HR. Given the objectives of North Leinster Citizens Information Service, and the nature of the activities by which it furthers them, some of the risks have to be accepted. It is not possible for North Leinster Citizens Information Service to eliminate risk. However, appropriate steps have been taken to mitigate them where possible.

Plans for the Future

In 2023, the company will continue its work to realise the strategy (2020 – 2022 now extended to 2023) and commence the process of developing a new strategy for the next two - four years. The organisation expects to continue to operate a transitional service model for 2023 and will work closely with the funders (CIB) and other Citizen Information Services to develop a long-term service model that delivers a ensures quality, consistent and sustainable service into the future. The Board of North Leinster Citizens Information Service is committed to building an effective and efficient organisation that operates to the highest standards of corporate governance.

Directors and Secretary

The directors who served throughout the financial year, except as noted, were as follows:

Gerry Leydon (Resigned 26 May 2022)

Hugh Farrell

James Fulham

Dymphna Bracken (Resigned 26 May 2022)

Michael Patrick Quirke

Michael Redmond

Grainne Berrill

Jim O'Hara

Deborah Sheridan

Mary Deery

In accordance with the Constitution, the directors retire by rotation and, being eligible, may offer themselves for re-election.

The secretary who served throughout the financial year was James Fulham.

Health and Safety

North Leinster Citizens Information Service ensures the well-being of its employees, clients/customers through the strict adherence to health and safety standards. The board adopted a its Safety Statement during 2020 which includes updated systems to ensure that employees are aware of and implement the charity's health and safety requirements. Employees are required to work in a safe manner as mandated by law and best practice.

Staff Training and Development

North Leinster Citizens Information Service is committed to supporting and developing our staff in their careers with the organisation and to enable them to achieve their full potential in providing services to our members. Training is provided through in-house on the job training by our own professionals and through attendance at outside professional training courses relevant to their assessed training needs.

Pay Policy for Senior Staff

All salary grades are collectively agreed through the employer union form. The company may not pay or subsidise salaries, expenses, or other perquisites (including but not limited to, bonus payments and benefits in kind) which exceed those agreed by the funder and contained in the Financial Controls.

Compliance with Sector-Wide Legislation and Standards

The charity engages pro-actively with legislation, standards and codes which are developed for the sector in Ireland. North Leinster Citizens Information Service subscribes to and is compliant with the following:

None of the trustees had any interests in any contracts entered into by the charity during the year.

North Leinster Citizen Information Service DIRECTORS' ANNUAL REPORT

for the financial year ended 31 December 2022

Events after the Balance Sheet Date

There have been no events after the end of the reporting period that require any adjustment to, or additional disclosure in, the 2022 financial statements.

Members & Volunteers

Before the COVID-19 pandemic, the charity was dependent on a network of volunteers for the delivery of its service. Regrettably the volunteer programme was suspended in March 2020 and will not be reactivated until the COVID-19 risks are eliminated. The trustees are very grateful for the dedication and commitment shown by the volunteers. It is not possible to place a monetary value on this voluntary effort.

Environment

It is a priority to ensure a safe environment for our staff, customers, and the community that we interact with. The charity takes its environmental responsibilities into account as part of its day-to-day decision making e.g., energy use and transport arrangements. Every effort is made to maximise its positive impact on the environment.

Research and development

North Leinster Citizens Information Service did not engage in any planned research during 2022.

Auditors

Whelan Dowling & Associates, (Chartered Accountants & Statutory Audit Firm), were appointed auditors by the directors to fill the casual vacancy and they have expressed their willingness to continue in office in accordance with the provisions of section 383(2) of the Companies Act 2014.

Statement on Relevant Audit Information

In accordance with section 330 of the Companies Act 2014, so far as each of the persons who are directors at the time this report is approved are aware, there is no relevant audit information of which the statutory auditors are unaware. The directors have taken all steps that they ought to have taken to make themselves aware of any relevant audit information and they have established that the statutory auditors are aware of that information.

Accounting Records

To ensure that adequate accounting records are kept in accordance with Sections 281 to 285 of the Companies Act 2014, the directors have employed appropriately qualified accounting personnel and have maintained appropriate computerised accounting systems. The accounting records are located at the company's office at Floor 2, Canon Row, Navan, Co.Meath, Navan Meath C15 XR8Y.

18-4-23

Approved by the Board of Directors on ____________________ and signed on its behalf by:

James Fulham Director

Hugh Farrell Director

DIRECTORS' RESPONSIBILITIES STATEMENT

for the financial year ended 31 December 2022

The directors are responsible for preparing the financial statements in accordance with applicable Irish law and regulations.

Irish company law requires the directors to prepare financial statements for each financial year. Under the law the directors have elected to prepare the financial statements in accordance with the Companies Act 2014 and FRS 102 "The Financial Reporting Standard applicable in the UK and Republic of Ireland", applying Section 1A of that Standard, issued by the Financial Reporting Council. Under company law, the directors must not approve the financial statements unless they are satisfied that they give a true and fair view of the assets, liabilities and financial position of the company as at the financial year end date and of the net income or expenditure of the company for the financial year and otherwise comply with the Companies Act 2014.

In preparing these financial statements, the directors are required to:

▪ select suitable accountin policies and apply t em consistently

▪ observe t e met ods and principles in the Statement of Recommended Practice: Accounting and Reporting by C arities S R

▪ make ud ements and estimates t at are reasonable and prudent

▪ state w et er t e inancial statements ave been prepared in accordance wit t e relevant inancial reporting ramework, identi y t ose standards, and note t e e ect and t e reasons or any material departure rom t ose standards and

▪ prepare the financial statements on the going concern basis unless it is inappropriate to presume that the company will continue in operation.

The directors confirm that they have complied with the above requirements in preparing the financial statements. e directors are responsible or ensurin t at t e company keeps or causes to be kept ade uate accountin records which correctly explain and record the transactions of the company, enable at any time the assets, liabilities, financial position and net income or expenditure of the company to be determined with reasonable accuracy, enable them to ensure that the financial statements and the Directors' Annual Report comply with Companies Act 2014 and enable the financial statements to be audited. They are also responsible for safeguarding the assets of the company and ence or takin reasonable steps or t e prevention and detection o raud and ot er irre ularities

In so far as the directors are aware:

▪ t ere is no relevant audit in ormation in ormation needed by t e company s auditor in connection wit preparin t e auditor s report o w ic t e company s auditor is unaware, and

▪ t e directors ave taken all t e steps t at t ey ou t to ave taken as directors in order to make t emselves aware of any relevant audit information and to establish that the company's auditor is aware of that information.

18-4-23

Approved by the Board of Directors on ____________________ and signed on its behalf by:

James Fulham Director

Hugh Farrell Director

INDEPENDENT AUDITOR'S REPORT to the Members of North Leinster Citizen Information Service

Report on the audit of the financial statements

Opinion

We have audited the company financial statements of North Leinster Citizen Information Service for the financial year ended 31 December 2022 which comprise the Statement of Financial Activities (incorporating an Income and Expenditure Account), the Balance Sheet, the Statement of Cash Flows and the notes to the financial statements, including the summary of significant accounting policies set out in note 2. The financial reporting framework that has been applied in their preparation is Irish law and FRS 102 "The Financial Reporting Standard applicable in the UK and Republic of Ireland", applying Section 1A of that Standard and Accounting and Reporting by Charities: Statement of Recommended Practice applicable to charities preparing their accounts in accordance with FRS 102.

In our opinion the financial statements:

▪ give a true and fair view of the assets, liabilities and financial position of the company as at 31 December 2022 and of its deficit for the financial year then ended;

▪ ave been properly prepared in accordance with FRS 102 "The Financial Reporting Standard applicable in the UK and Republic of Ireland", as applied in accordance with the provisions of the Companies Act 2014 and having regard to the Charities SORP; and

▪ ave been properly prepared in accordance wit t e re uirements o t e Companies Act

Basis for opinion

We conducted our audit in accordance with International Standards on Auditing (Ireland) (ISAs (Ireland)) and applicable law. Our responsibilities under those standards are described below in the Auditor's responsibilities for the audit of the financial statements section of our report. We are independent of the company in accordance with ethical re uirements t at are relevant to our audit o inancial statements in reland, includin t e t ical Standard or Auditors (Ireland) issued by the Irish Auditing and Accounting Supervisory Authority (IAASA), and we have fulfilled our ot er et ical responsibilities in accordance wit t ese re uirements e believe t at t e audit evidence we ave obtained is sufficient and appropriate to provide a basis for our opinion.

Conclusions relating to going concern

In auditing the financial statements, we have concluded that the directors' use of the going concern basis of accounting in the preparation of the financial statements is appropriate.

Based on the work we have performed, we have not identified any material uncertainties relating to events or conditions that, individually or collectively, may cast significant doubt on the company's ability to continue as a going concern for a period of at least twelve months from the date when the financial statements are authorised for issue.

Our responsibilities and the responsibilities of the directors with respect to going concern are described in the relevant sections of this report.

Other Information

The directors are responsible for the other information. The other information comprises the information included in the annual report other than the financial statements and our Auditor's Report thereon. Our opinion on the financial statements does not cover the other information and, except to the extent otherwise explicitly stated in our report, we do not express any form of assurance conclusion thereon.

Our responsibility is to read the other information and, in doing so, consider whether the other information is materially inconsistent with the financial statements or our knowledge obtained in the course of the audit, or otherwise appears to be materially misstated. If we identify such material inconsistencies or apparent material misstatements, we are re uired to determine w et er t ere is a material misstatement in t e inancial statements or a material misstatement of the other information. If, based on the work we have performed, we conclude that there is a material misstatement of this other information, we are re uired to report t at act e ave not in to report in t is regard.

Opinions on other matters prescribed by the Companies Act 2014

In our opinion, based on the work undertaken in the course of the audit, we report that:

▪ the information given in the Directors' Annual Report for the financial year for which the financial statements are prepared is consistent with the financial statements; and in our opinion, the directors report has been prepared in accordance with the companies Act 2014

We have obtained all the information and explanations which, to the best of our knowledge and belief, are necessary for the purposes of our audit.

In our opinion the accounting records of the company were sufficient to permit the financial statements to be readily and properly audited and the financial statements are in agreement with the accounting records.

INDEPENDENT AUDITOR'S REPORT

to the Members of North Leinster Citizen Information Service

Matters on which we are required to report by exception

Based on the knowledge and understanding of the company and its environment obtained in the course of the audit, we have not identified any material misstatements in the Directors' Annual Report. The Companies Act 2014 requires us to report to you if, in our opinion, the disclosures of directors' remuneration and transactions required by sections 305 to 312 of the Act are not complied with by the company. We have nothing to report in this regard.

Respective responsibilities

Responsibilities of directors for the financial statements

As explained more fully in the Directors' Responsibilities Statement set out on page 10, the directors are responsible for the preparation of the financial statements in accordance with the applicable financial reporting framework that give a true and fair view, and for such internal control as they determine is necessary to enable the preparation of financial statements that are free from material misstatement, whether due to fraud or error.

In preparing the financial statements, the directors are responsible for assessing the company's ability to continue as a going concern, disclosing, if applicable, matters related to going concern and using the going concern basis of accounting unless management either intends to liquidate the company or to cease operations, or has no realistic alternative but to do so.

Auditor's responsibilities for the audit of the financial statements

Our objectives are to obtain reasonable assurance about whether the financial statements as a whole are free from material misstatement, whether due to fraud or error, and to issue an Auditor's Report that includes our opinion. Reasonable assurance is a high level of assurance, but is not a guarantee that an audit conducted in accordance with ISAs (Ireland) will always detect a material misstatement when it exists. Misstatements can arise from fraud or error and are considered material if, individually or in aggregate, they could reasonably be expected to influence the economic decisions of users taken on the basis of these financial statements.

Further information regarding the scope of our responsibilities as auditor

As part of an audit in accordance with ISAs (Ireland), we exercise professional judgement and maintain professional scepticism throughout the audit. We also:

▪ denti y and assess the risks of material misstatement of the , whether due to fraud or error, design and perform audit procedures responsive to those risks, and obtain audit evidence that is sufficient and appropriate to provide a basis for our opinion. The risk of not detecting a material misstatement resulting from fraud is higher than for one resulting from error, as fraud may involve collusion, forgery, intentional omissions, misrepresentations, or the override of internal control.

▪ Obtain an understanding of internal control relevant to the audit in order to design audit procedures that are appropriate in the circumstances, but not for the purpose of expressing an opinion on the effectiveness of the company's internal control.

▪ valuate the appropriateness of accounting policies used and the reasonableness of accounting estimates and related disclosures made by directors.

▪ Conclude on t e appropriateness o t e directors use o t e oin concern basis o accountin and, based on the audit evidence obtained, whether a material uncertainty exists related to events or conditions that may cast significant doubt on the company's ability to continue as a going concern. If we conclude that a material uncertainty exists, we are required to draw attention in our Auditor's Report to the related disclosures in the financial statements or, if such disclosures are inadequate, to modify our opinion. Our conclusions are based on the audit evidence obtained up to the date of our Auditor's Report. However, future events or conditions may cause the the company to cease to continue as a going concern.

▪ valuate t e overall presentation, structure and content o t e inancial statements, includin t e disclosures, and whether the financial statements represent the underlying transactions and events in a manner that achieves fair presentation.

We communicate with those charged with governance regarding, among other matters, the planned scope and timing of the audit and significant audit findings, including any significant deficiencies in internal control that we identify during our audit.

INDEPENDENT AUDITOR'S REPORT

to the Members of North Leinster Citizen Information Service

The purpose of our audit work and to whom we owe our responsibilities

Our report is made solely to the company's members, as a body, in accordance with Section 391 of the Companies Act 2014. Our audit work has been undertaken so that we might state to the company's members those matters we are required to state to them in an Auditor's Report and for no other purpose. To the fullest extent permitted by law, we do not accept or assume any responsibility to anyone other than the company and the company's members, as a body, for our audit work, for this report, or for the opinions we have formed.

Santry Dublin 9

Darren Carrick ACA for and on behalf of WHELAN DOWLING & ASSOCIATES

Chartered Accountants & Statutory Audit Firm

Block 1, Unit 1 & 4, Northwood Court

North Leinster Citizen Information Service STATEMENT OF FINANCIAL ACTIVITIES

(Incorporating an Income and Expenditure Account)

for the financial year ended 31 December 2022

The Statement of Financial Activities includes all gains and losses recognised in the financial year. All income and expenditure relate to continuing activities.

Approved by the Board of Directors on ____________________ and signed on its behalf by:

James Fulham Director

Hugh Farrell Director

North Leinster Citizen Information Service BALANCE SHEET

The financial statements have been prepared in accordance with the provisions applicable to companies subject to the small companies' regime and in accordance with FRS 102 "The Financial Reporting Standard applicable in the UK and Republic of Ireland", applying Section 1A of that Standard.

Approved by the Board of Directors on ____________________ and signed on its behalf by:

North Leinster Citizen Information Service STATEMENT OF CASH FLOWS

North Leinster Citizen Information Service

NOTES TO THE FINANCIAL STATEMENTS

for the financial year ended 31 December 2022

1. GENERAL INFORMATION

North Leinster Citizen Information Service is a company limited by guarantee incorporated in the Republic of Ireland. The registered office of the company is Floor 2, Canon Row, Navan, Co.Meath, Navan, Meath, C15 XR8Y, Ireland which is also the principal place of business of the company The financial statements have been presented in Euro (€) which is also the functional currency of the company.

2. SUMMARY OF SIGNIFICANT ACCOUNTING POLICIES

The following accounting policies have been applied consistently in dealing with items which are considered material in relation to the charity’s financial statements.

Basis of preparation

The financial statements have been prepared under the historical cost convention. The financial statements have been prepared in accordance with the Statement of Recommended Practice (SORP) "Accounting and Reporting by Charities preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland FRS 102", Irish statute comprising the Companies Act 2014 and FRS 102 "The Financial Reporting Standard applicable in the UK and Republic of Ireland", applying Section 1A of that Standard, effective 1 January 2019.

The company has applied the Charities SORP on a voluntary basis as its application is not a requirement of the current regulations for charities registered in the Republic of Ireland.

As permitted by the Companies Act 2014, the the company has varied the standard formats in that act for the Statement of Financial Activities and the Balance Sheet. Departures from the standard formats, as outlined in the Companies Act 2014, are to comply with the requirements of the Charities SORP and are in compliance with section 4.7, 10.6 and 15.2 of that SORP.

The charity constitutes a public benefit entity as defined by FRS 102.

Statement of compliance

The financial statements of the company for the financial year ended 31 December 2021 have been prepared on the going concern basis and in accordance with the Statement of Recommended Practice (SORP) "Accounting and Reporting by Charities preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland FRS 102", applying Section 1A of that Standard.

Fund accounting

The following are the categorises of funds maintained:

Restricted funds

Restricted funds represent income received which can only be used for particular purposes, as specified by the donors. Such purposes are within the overall objectives of the company.

Income

Income comprises wholly of funding received by Citizen Information Board.

Expenditure

All expenditure is accounted for on an accrual basis and has been classified under headings that aggregate all costs related to the category. Expenditure is recognised where there is a legal or constructive obligation to make payments to third parties, it is probable that the settlement will be required, and the amount of the obligation can be measured reliably. It is categorised under the following headings:

- Costs of raising funds;

- Expenditure on charitable activities;

- Other expenditure represents those items not falling into the categories above.

North Leinster Citizen Information Service

NOTES TO THE FINANCIAL STATEMENTS continued for the financial year ended 31 December 2022

Debtors

Debtors are recognised at the settlement amount due after any discount offered. Prepayments are valued at the amount prepaid net of any trade discounts due. Income recognised by the company from government agencies and other co-funders, but not yet received at year end, is included in debtors.

Creditors

Trade and other creditors are initially recognised at fair value and thereafter stated at amortised cost using the effective interest rate method, unless the effect of discounting would be immaterial, in which case they are stated at cost.

Cash at bank and in hand

Cash at bank and in hand comprises cash on deposit at banks requiring less than three months notice of withdrawal.

Taxation

The company has charitiable status under Section 208 of the Taxes Consolidation Act 1997, and accordingly no charge to corporation tax arises. North Leinster Citizen Information Service is compliant with relevant tax circulars including Circular 44/2006 "Tax Clearance Procedures Grants, Subsidies and Similar Type Payments".

Pensions

The company operates a defined contribution pension scheme for employees. The assets of the scheme are held separately from those of the company. Annual contributions payable to the company's pension scheme are charged to the income and expenditure account in the period to which they relate

3. GOING CONCERN

The directors have prepared the financial statements on the going concern basis, which assumes that the company will continue in operational existence for the foreseeable future.

In the opinion of the directors, the company now has, and will continue to generate sufficient funds to meet its short to medium term requirements. Having considered the foregoing directors believe it is appropriate to prepare the financial statements on a going concern basis. However the financial statements do not include any adjustments that would result if the continued support of the company's funder was no longer available.

North Leinster Citizen Information Service

NOTES TO THE FINANCIAL STATEMENTS

10.

The company operates a defined contribution pension scheme. The assets of the scheme are held separately from those of the company in an independently administered fund. Pension costs amounted to €82,481 (2021 - €81,696). 11.

13.3 ANALYSIS OF NET ASSETS BY FUND

14. STATUS

The company is limited by guarantee not having a share capital.

The liability of the members is limited.

Every member of the company undertakes to contribute to the assets of the company in the event of its being wound up while they are members, or within one year thereafter, for the payment of the debts and liabilities of the company contracted before they ceased to be members, and the costs, charges and expenses of winding up, and for the adjustment of the rights of the contributors among themselves, such amount as may be required, not exceeding € 1.

15. CAPITAL COMMITMENTS

The charity had no material capital commitments at the financial year-ended 31 December 2022.

16. CONTINGENT LIABILITIES

There is no contingent liabilities at the period ended 31st December 2022

17. OPERATING LEASE COMMITMENTS

The company has financial commitments for leasng of their 12 premises totalling €369,485 per year.

18. RELATED PARTY TRANSACTIONS

There were no identified related party transactions in the period under review.

19. CASH AND CASH EQUIVALENTS

20. POST-BALANCE SHEET EVENTS

There have been no events after the end of the reporting period that require any adjustment to, or additional disclosure in, the 2022 financial statements.

21. FINANCIAL INSTRUMENTS

The company has chosen to apply the provisions of Section 11 and 12 of FRS 102 to account for all of its financial instruments.

NOTES TO THE FINANCIAL STATEMENTS

continued for the financial year ended 31 December 2022

22. APPROVAL OF FINANCIAL STATEMENTS

The financial statements were approved and authorised for issue by the Board of Directors on

NORTH LEINSTER CITIZEN INFORMATION SERVICE

SUPPLEMENTARY INFORMATION

RELATING TO THE FINANCIAL STATEMENTS FOR THE FINANCIAL YEAR ENDED 31 DECEMBER 2022

NOT COVERED BY THE REPORT OF THE AUDITORS

North Leinster Citizen Information Service

SUPPLEMENTARY INFORMATION RELATING TO THE FINANCIAL STATEMENTS OPERATING

STATEMENT for the financial year ended 31 December 2022

North Leinster Citizen Information Service

SUPPLEMENTARY INFORMATION RELATING TO THE FINANCIAL STATEMENTS SCHEDULE 1 : CHARITABLE ACTIVITIES AND OTHER EXPENSES for the financial year ended 31 December 2022

Board Committees

Service Delivery & Development; Finance Audit & Risk; HR; Nominations;

Citizens Information Board

(The Funder)

Information Officers

Board of Directors

Regional Manager

Development Manager

Advocacy Support Worker

Regional Administrator

Administrator

Volunteers

Scheme Workers

Term Definition

Advocacy Support Worker

Board of Directors

Citizens Information Board

Citizens Information Centre

Citizens Information Service

Development Manager

Department of Social Protection

Electronic Case Management System

General Data Protection Regulation

Human Resources

Information and Communications Technology

Information Officer

Leaving Certificate

North Leinster Citizens Information Service

Press Releases

Regional Manager

Social Policy

Social Policy Returns

Transition Year

SOUTH CONNACHT

NORTH CONNACHT & ULSTER

NORTH MUNSTER

SOUTH MUNSTER

NORTH LEINSTER

NORTH DUBLIN

SOUTH DUBLIN

SOUTH LEINSTER

Funded & Supported by Citizens Information Board