Mayo councillor criticises inadequate staffing at ACRES help desk
MAYO Councillor Alma Gallagher has expressed her deep concern regarding the severe understaffing at the Department of Agriculture’s help desk, which is struggling to handle the overwhelming number of inquiries related to the ACRES (Agri-Climate Rural Environment Scheme) and TAMS (Targeted Agricultural Modernisation Scheme).
With only five staff members available to manage an increasing volume of queries, the situation has reached a critical point, leaving both the staff and farmers frustrated and exhausted.
“The ACRES scheme was introduced to promote environmentally sustainable farming practices and encourage farmers to engage in climate-friendly initiatives,” the Ballyhaunis-based, Fine Gael councillor said. “It was launched as a flagship agri-environment, farmer-friendly scheme, to help address biodiversity decline while delivering an income support for farm families in Ireland.
“Farmers were delighted to play their part, and, as a result, the scheme has been oversubscribed, leading to an influx of questions from farmers who need information on the application process, eligibility criteria, payments and other specific requirements.
“This surge in enquiries is compounded by the complexity of the scheme itself, which involves various layers of compliance and documentation that can be daunting for many farmers.”
Councillor Gallagher said that in addition to ACRES, the help desk staff are also responsible for managing calls related to TAMS and forestry applications and licences.
“TAMS is designed to assist farmers in modernising their operations through targeted investment in equipment and infrastructure. The popularity of these schemes means that farmers are seeking clarification on funding options, application timelines, and eligibility - adding further pressure on an already strained help desk.
“The combination of the complexities of the ACRES and TAMS schemes, along with the overwhelming interest from farmers, has resulted in a staggering volume of enquiries. With only five staff members available, it is impossible for them to keep up.”
She added: “The current staffing levels have created an environment where the few available staff are burned out from answering the same queries repeatedly throughout the day. Many farmers report waiting for close to an hour on hold, and some have attempted to get through for multiple days in a row, and by the time they get through, they are frustrated and angry.
“The toll this takes on the staff is evident, it is demoralising, and unfair. It’s unacceptable that farmers are forced to endure such lengthy waits when they are seeking vital information that could affect their operations. The current system is not working.”
She called on the Department of Agriculture to take immediate action by allocating more resources and personnel to the help desk.
“We need a well-resourced support system that can handle the demand created by the ACRES and TAMS schemes,” she urged. “This is not just about numbers; it’s about ensuring that our farmers have the assistance they need to thrive in today’s agricultural landscape.”
Councillor Gallagher is advocating for a review of the overall support structure within the Department of Agriculture to identify and rectify inefficiencies that contribute to the backlog of queries.
“It’s time for the department to invest in the future of our farming community by providing them with the support they need to succeed.”