The Citizen's Information Service (CIS) has defended changes in how it uses volunteers, some of whom have been told they are no longer needed in their current roles.
The agency's chief executive was responding to concerns over a decision to have paid staff lead the service, rather than volunteers, who may stay on if they agree to their roles being reduced.
Speaking on RTÉ Radio's News at One, Fiona Coyne said that queries from the public have become more "complex", and that the manner in which people engage with the service has "changed considerably" since the pandemic.
"What we're seeing is more complex queries and people are coming in with multiple queries," she said.
"People are coming in with very complicated issues, in relation to things like employment or family law, where they might need to be referred on to the Workplace Relations Commission", Ms Coyne added.
"We really don’t feel that it’s fair to expect that all volunteers would be able to do that," she said.
'Downgrading of volunteers'
Social Democrats TD Jennifer Whitmore condemned what she called the "downgrading of volunteers" as nonsensical, given that the service is operating successfully.
The service should be expanded rather than reduced, she said, as more people are going to need it.
Deputy Whitmore called on the Citizens Information Board to explain what its decision is and why it has taken it
After the pandemic, the CIS system and service did not get back to pre-Covid standards and many volunteers were not invited back, she said, while in her Wicklow constituency, a branch office and outreach centres remain closed.
Volunteers at CIS have been a "shining light", particularly in helping elderly people and minority groups access information they need, the Social Democrats TD said.
In some cases they act as "lifelines", she added.
Changes to service
The Citizens Information Board said that during the pandemic the CIS was often unable to offer a drop-in service, which led to a change in the way people use the service and volunteers were no longer active in providing information in that time.
In a statement, the board said it has worked with the independent regional companies on how best to re-engage volunteers.
The agency said it will "continue to carry out include vital client support roles including calculations for entitlements, assistance with completing applications and signposting".
Volunteers with expert knowledge will be encouraged to provide specialist clinics, for example, in tax or social welfare advice, it added.
