AQW 41824/11-15

Mr Colum Eastwood
Social Democratic and Labour Party
Foyle

Tabled Date: 05/02/2015
Answered On Date: 17/02/2015
Priority Written: No

Question:
To ask the Minister for Social Development to detail the number of missed calls to the Social Fund and Crisis Loan helpline in 2013/14, broken down by each Jobs and Benefits office.

Answer:

There are 2 separate Freephone numbers available for customers to contact the Social Security Agency in relation to Social Fund Enquiries and Crisis Loan applications. The Social Fund Enquiry number is dedicated to handling enquires about Social Fund while the Crisis Loan Claims number is used by customers wanting to make a claim to a Crisis Loan by telephone. It should be noted that not all Jobs & Benefits offices deal with these calls. The tables below set out the available information in respect of each number:

Social Fund Enquiries – 2013/14

Site	Calls Offered	Calls Answered	Calls Not Answered
Knockbreda	33602	32913	689
Falls Road	60540	59636	904
Lisburn	70234	68448	1786
Foyle	37159	36394	765
Antrim	66226	65130	1096
Omagh	58440	57280	1160

Totals	326201	319801	6400

Crisis Loans Tele Claims Service – 2013/14

SITE	Calls Offered	Calls Answered	Calls Not Answered
Antrim	105904	102053	3851
Andersonstown	16980	16145	835
Armagh	2382	2078	304
Banbridge	1039	972	67
Downpatrick	37223	31038	6185
Dungannon	931	738	193
Enniskillen	1349	981	368
Falls Road	260592	236083	24509
Foyle	155068	144134	10934
Knockbreda	86613	79585	7028
Lisburn	2780	2580	200
Lurgan	1814	1515	299
Newry	769	665	104
Omagh	1792	1593	199
Portadown	373	366	7
Shaftsbury Square	3708	804	2904

Totals	679317	621330	57987