Inside Wicklow’s Community Support hub
The front doors of Arklow Library may be closed, but inside, it has transformed into the hub for Wicklow County Council’s Covid-19 community support helpline.
Libraries were among the first cultural spaces to close their doors in March as part of measures to curb the spread of Covid-19. Many will be feeling their loss, not only as a place to access books, but as community hubs open to all regardless of financial means. Before Covid, Arklow Library was always a hive of activity whenever this reporter visited. Readers young and old would browse books on the ground floor while students concentrated on their work in the study space upstairs.
Now, the ground floor of the Arklow Library Building is empty. It will be some time before readers can venture inside. Few have the chance at the moment to admire the recently installed panels which give a timeline of the history of the town.
But, upstairs, it’s a different story. The two study rooms have been adapted into the main hub for the county’s Covid-19 Community Call Helpline, which is available to elderly and vulnerable people who need urgent assistance.
The local authority’s helpline swung into action on March 31, three days after Taoiseach Leo Varadkar asked those in at risk categories to stay at home as part of measures to curb the spread of Covid-19 in Ireland. The Community Call was a national initiative developed to offer support to those cocooning during the Covid-19 crisis.
‘It was a very quick set up by IT,’ said Deirdre Whitfield, administrative officer in the Community, Cultural and Social Development Directorate (CCSD) of Wicklow County Council.
The council’s IT division designed and developed the system used by the support line within 48 hours, according to the Wicklow County Council Chief Executive’s Monthly report for April.
‘People were willing to work on this. We’ve had more volunteers offer assistance then we needed. Our role here has two parts. People ring in to ask for assistance and then we co-ordinate with voluntary groups around the county,’ Deirdre said.
There are five people on duty, when this reporter visits while following all appropriate social distancing guidelines. The support line staff are split between the two rooms to maintain physical distancing. Deirdre explained that there are two sixhour shifts from 8 a.m. to 2 p.m. and 2 p.m. to 8 p.m daily. They include CCSD and library staff and are charged with manning the phone lines and monitoring the dedicated email.
Staff deal with an average of 20 calls a day, though it is busiest from Monday to Friday between office hours.
Richella Wood, Age Friendly Project Manager, said Arklow Library Building was ‘ideal’ as the hub for the support line because of its size and location. The facility has a canteen where staff can enjoy a tea break and the building’s size makes it easier to maintain social distancing.
People ring in for many different reasons, said Richella.
‘ There are a few categories of calls. Some were looking for information about what to do. Others want to volunteer. A lot of calls are about organising grocery deliveries. Some people are worried and looking for reassurance.’
The helpline refers on callers to other agencies where appropriate. It also connects callers with voluntary groups in their area who may be able to help them. Voluntary groups involved include local GAA clubs, Order of Malta, Tidy Towns, sports clubs and Town Teams.
‘We prefer to use groups rather than individuals where we can. The organisations have access to PPE and protocols in place to keep themselves safe,’ said Deirdre.
‘ The huge mobilisation on the ground did make our job easier. It also showed how strong communities are.’
People cocooning have also called to ask for help to arrange walks for their dogs or help with transport for hospital appointments.
‘For one lady, we organised for a volunteer to go for a walk with her. She was delighted. People are afraid to ask for help. It does not matter if it feels like something small, it could be a huge thing for them,’ said
Richella.
So far, the helpline has dealt with over 700 calls in relation to the collection and delivery of shopping, information, volunteering, social isolation, medical or health related and more.
The community support initiative is overseen by the County Wicklow Community Response Forum which is chaired by Wicklow County Council Chief Executive Frank Curran.
The Community Response Forum aims to minimise the impact of Covid-19 and to facilitate an appropriate community response to the needs of vulnerable people who live in the community.
It is an inter-agency initiative made of representatives from Wicklow County Council, the gardai, County Wicklow Public Participation Network, the County Wicklow Volunteer Centre, the HSE, An Post, GAA, Alone, Citizens Information and other community and local organisations.
This inter-agency structure allows for issues to be highlighted and provides a key resource for information and advice. The service is also monitoring the short-term and longer term impacts of the Covid-19 outbreak on communities in areas such as food and digital poverty.
The Community Call is available seven days a week and those manning the phones are eager to stress that vulnerable members of the community should get in contact if they need support.
‘It’s very different from our usual role. But we have a fantastic team with a strong customer service ethos. This helped us get it up and running, particularly in the first week,’ said Deirdre.
The county’s libraries are due to partially re-open in early June with a pick up and collection service. However, it will be some time before they open fully to the public. In the meantime, Arklow Library Building will continue its role as a community hub for the county’s response to Covid-19.
‘You feel you are making a difference to somebody. It’s a way to support other people,’ Richella added.
The Community Call Helpline is open from 8 a.m. to 8 p.m. seven days a week by calling 1800 868 399 or by email to covidsupport@wicklowcoco.ie.