11. JUDITH COLLINS (National—Clevedon) Link to this
to the Minister for Social Development and Employment
Is he satisfied with the performance of helplines funded through the Ministry of Social Development and Employment?
Hon DAVID BENSON-POPE (Minister for Social Development and Employment) Link to this
Yes. The Ministry of Social Development and Employment believes that it is important to provide families and family members timely, meaningful, and accurate information about Government and community services. The ministry funds a continuum of services to do so, from providing print and web - based material and supporting community-based advice services, like the New Zealand Association of Citizens Advice Bureaux, to the development of dedicated, 7-day-a-week, staffed helplines. The ministry currently funds only one such dedicated helpline, the 211 family helpline, which has been piloted in the Bay of Plenty. I am advised that the pilot, on average, answered 96 percent of calls within 20 seconds.
Why has he persisted with the largely redundant 211 helpline, which is not cost-effective, receives only 36 calls a day, and encroaches on the good work done by our voluntary sector, when, on the other hand, his Government is scrapping PlunketLine?
Hon DAVID BENSON-POPE Link to this
The services provided by the 211 helpline are fundamentally quite different from the citizens advice bureau advice. It is important to regard the 211 family helpline as rather like a roadside rescue service for families who want information and services by phone, to deal with family difficulty. I am happy to confirm that the Association of Citizens Advice Bureaux receives more than half a million dollars in Government funding annually, and I am not aware of any plans, at this point, to reduce that funding.
Steve ChadwickHon DAVID BENSON-POPE Link to this
The 211 family helpline pilot draws on a database of around 6,500 community and Government social services it can refer people to. The family and community services group within the Ministry of Social Development and Employment that is conducting the pilot is working closely with the non-governmental organisation sector, and I am advised that the overwhelming majority of non-governmental organisations are strongly supportive of the 211 initiative.
Paula BennettDoes he think it is good value for taxpayers that calls to this service are costing $52 per call for 12 staff members to answer, on average, three calls a day, or is this just another example of waste by big government, when the voluntary and community sector can do a better job for less money?
Hon DAVID BENSON-POPE Link to this
I know that the voluntary sector is substantially funded by a menu of Government organisations. I am able to confirm that in the period from 20 March 2005 to 15 May 2006 the 211 helpline answered 15,918 calls.
Why are taxpayers funding a service where each staff member answers, on average, only three calls per day, and that costs over $50 per call?
Hon DAVID BENSON-POPE Link to this
That is not the advice I have. It is important to realise that the hours this service operates are substantially wider than the service provided by the Association of Citizens Advice Bureaux. In fact, that organisation, as I assume the member knows, operates from 10 a.m. until 2 p.m., 5 days a week, while the 211 helpline provides a community service from 8 a.m. until 9 p.m., 7 days a week. I would be delighted to offer the member a briefing about the difference between the organisations, if she would like to find out the facts of the matter.
I seek the leave of the House to table the Minister’s own answer to written questions, which shows how—
Madam SPEAKERWhy has the service continued to be extended, in light of the low number of calls received, and can he assure the House that this wastage will not be continued or extended again when the service comes up for evaluation in June this year?
Hon DAVID BENSON-POPE Link to this
I refer the member to my earlier answer in terms of the discussions with the non-governmental organisations. Decisions will be made about extension when the evaluation is complete.
How does the Minister justify this wasteful expense when his pilot scheme, which covers only the Bay of Plenty, costs around $600,000 per year, and the Association of Citizens Advice Bureaux receives only $805,000 to cover the whole country?
Hon DAVID BENSON-POPE Link to this
I do not believe that providing good assistance and advice to families is wasteful expense. I find it ironic to have questions like that from a party that, with tax cuts, would not be able to fund any such services.