It was not until May 2026 that a contract was signed with a contractor to conduct the study on the modernization of Social Welfare Services, which had been decided upon in 2019, officials from the Deputy Ministry of Social Welfare said on Tuesday before the Parliamentary Labor Committee.
In remarks made after the meeting concluded, and when asked by a reporter when the study is expected to be completed, the Deputy Minister of Social Welfare, Tina Pavlou, replied that the modernization of the Social Welfare Centers is expected to be completed in 2029.
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Responding to a question about the observed delay, the Deputy Minister said that there had been a delay, but “progress has been made,” referring to the neighborhood social worker.
At the same time, the Deputy Minister of Social Welfare agreed on the need to redistribute the duties of social workers, since, as she said, they currently handle over 100 cases per worker, whereas the scientifically accepted number is around 20–30.
Modernization 7 Years Behind Schedule
The Committee examined the problems of the Social Welfare Services on its own initiative. Responding to questions from Members of Parliament regarding the announced reorganization of the Services, the Deputy Minister said that this is a “grand” and “ambitious” project.
She noted that since her appointment, she has visited nearly all Social Welfare Services offices across Cyprus and has personally identified as challenges the “dismal office conditions” in which they are housed, the need to modernize the technology used, and the need to promote the mental health of staff members.
The Director of the Mental Health Services, Maria Kyratzi, said that a study on modernization was commissioned this year and is “in the process of yielding results.” Responding to questions from Members of Parliament, she said that from 2019 to 2026, no study was conducted on the restructuring of the Services, and in May 2026, KPMG took over the project.
He noted that the decision to modernize the Public Utilities was made in 2019–2020, but pointed out that at that time, there was merely a reference to proposals. Since then, he said, time has been spent discussing what the modernization would entail, “at the pace that the data allowed.”
He added that 6 of the 15 modernization measures have already been implemented, such as strengthening multidisciplinary approaches and the neighborhood social worker role, while noting the difficulties in implementing them. Specifically regarding the neighborhood social worker, he said that there is currently island-wide coverage with 35 social workers and 11 supervisors, noting that “the groundwork wasn’t ready,” nor were some municipalities. The goal, he said, is to bring social welfare to the local level.
100 cases per social worker instead of 30
Referring to the workload that a social services worker is expected to handle, the Deputy Minister said that there are cases where they are called upon to handle 90 cases of violence, which is considered the most urgent issue.
The Deputy Minister confirmed a statement by the President of the Sectoral Council of Social Service Workers of the pan-Cypriot union “Isotita,” Andri Matthaiou, that some social workers have as many as 150 open cases, while the average in Nicosia is over 100.
Responding to a question from DISY MP Andreas Konstantinou regarding the scientifically accepted limit on the number of cases a social worker can handle, the Deputy Minister noted that in countries with advanced social welfare programs, the average is 30, while under pressure, it is acceptable for the limit to reach 60.
Ms. Pavlou said that “the immediate goal is to reduce the caseload by half,” noting that specific plans are being considered to that end. She added that YKE staff are being asked to do many things that fall outside their scope of duties. “In order to address violence in society and within families, we must allow them to focus on this,” he emphasized.
He added that the role of social workers needs to be clarified, as employees are often called upon to act as social workers, caregivers, and psychologists. “This is impossible; it’s problematic in its design,” she added, noting that the involvement of Mental Health Services is also needed, as there is currently no coordination.
Elena Mylona, from PASYDY, said that the reorganization must be accompanied by a significant increase in staff and funding, as well as the establishment of meaningful cooperation between ministries and agencies.
Andri Matthaiou, from the “Isotita” union, expressed satisfaction, noting that, for the first time, a Deputy Minister has acknowledged the problems facing the agencies. She noted that the union proposed changing the operational model of the agencies. “We need an evaluation, and other tasks that do not align with their duties should be outsourced,” she said.
185,000 allocation for communications purposes
The Committee Chair, AKEL MP Giorgos Koukoumas, referred to media reports mentioning a budget of €185,000 for the Deputy Ministry’s communications purposes, criticizing the decision and noting that there are urgent needs for staffing and improving the services provided, rather than for advertising and marketing.
The Deputy Ministry’s Director General, Yiannis Nikolaidis, stated that the purpose of the initiative is “to build the image that the YKE should have.” He noted that it is “important for people to get to know us, because by getting to know us, the public understands what we have to offer and begins to use our services.”
He added that effective communication is a key pillar in the fight against poverty.
Responding to a reporter’s question on the subject after the meeting concluded, the Deputy Minister said that what is needed is a cultural shift and a change in the public’s perception of these services so that people can receive what they need.
Complaints About the Failure of Public Service Agencies to Respond
In the statements made by organizations and institutions within the Committee, there were references to inadequate responsiveness on the part of the Public Service Agencies.
Antonia Kyriakidou, from the Office of the Commissioner for Administration, said that the Office handles quite a few complaints regarding the Social Security Agencies. Among other things, she said these complaints involve delays in the processing of benefits, allegations of inadequate supervision in cases involving children, the elderly, or people with disabilities, as well as the quality of services provided in care facilities.
KYSOA President Themida Anthopoulou said that there are many officials willing to cooperate and do their part, but “effective institutional cooperation cannot depend on social sensitivity or on individual officials.” She noted that there are several instances in which KYSOA is informed by citizens that, even though the YKE are aware of the case, they never reached out, or other cases of extreme destitution the Social Services respond that “it’s too dirty, and we’re not going in.”
Dimos Antonios, Executive President of the Cyprus Senior Citizens’ Observatory, noted, in turn, that a culture of empathy is needed, citing the case of a person who did not undergo the necessary surgery because there was no response from the Social Services to provide care.
Michaella Markou of OSAC said that the working conditions of healthcare professionals and the quality of services received by citizens are interconnected. She noted that OSAC’s Patient Rights Observatory frequently receives complaints about a lack of communication and delays, with chronically ill patients facing numerous gaps in care and being driven into isolation, marginalization, poverty, and social exclusion.
When asked by a reporter to comment on the complaints raised within the Committee, Ms. Pavlou said that any complaint received by the Deputy Ministry is investigated immediately.
In remarks made after the Committee meeting concluded, the Committee Chair, AKEL MP Giorgos Koukoumas, said that the Social Welfare Offices play a crucial role for society and for the most vulnerable citizens, and that they are vital “in a society that sees problems, inequalities, and dead ends.”
However, he noted that the Social Welfare Services “are failing to carry out their mission,” citing an admission by the Deputy Minister and stating that this is the result of governmental and political choices.
Mr. Koukoumas said that the reorganization of the Social Welfare Agencies was announced in 2019 but “remains only on paper.” He also noted that the continuous outsourcing of services leads to the gradual privatization of the welfare state and disagreed with the widespread adoption of this practice, noting that NGOs cannot replace the state.
Finally, he referred to the €185,000 budget allocation, noting that the Deputy Ministry does not need a communications specialist, but rather resources, staffing, restructuring, and a radical shift in philosophy, oriented toward society and its needs.
DISY MP Andreas Konstantinou, in remarks following the Committee meeting, stated that reorganization is a necessity, noting that what matters is improving the daily lives of citizens who need the state’s support. “Success will be measured by a reduction in response times to emerging issues, more effective case management, and the protection of vulnerable groups—all without neglecting the working conditions of public servants and the safety of those on the front lines every day,” he said.
DIKO MP Andreas Apostolou noted that the state must ensure the safety of staff, especially those on the front lines. He also requested that the House of Representatives be officially informed of how many staff members the Service and the Deputy Ministry consider necessary so that the service can operate “without the excuse of understaffing” and fulfill its important role.
Mr. Apostolou also referred to the need to staff the Pediatric Psychiatric Clinic with a permanent social worker, calling for a decision to be made on this matter.
During the Committee meeting, the Member of Parliament from the Alma Movement, Michalis Paraskevas, compared the funds allocated for limousines and for advisors to the President and ministers with the funds allocated to Social Welfare Services.
He also noted that permanent and ongoing needs are being met by contract workers on 24-month contracts, stating that “what is happening is shameful.”
He referred to his experience in the courts, noting that “children are suffering because it takes two years for the Social Welfare Services’ report to be issued.”
In his remarks, Dimitris Souglis, a member of parliament for Direct Democracy, Dimitris Souglis, stated that Direct Democracy is calling for the establishment of an independent agency to evaluate and assess the suitability of social workers. “Not everyone is qualified to address the problems and needs of citizens,” he said.
He also added that a request was made to strengthen the Deputy Ministry of Social Welfare and the Office of Social Welfare, “because there are thousands of problems, and there aren’t enough staff to solve the public’s problems.”
Source: CNA
