Grieving dad was quizzed about Social Protection benefit in 'accusing tone' after son's death

Michael Power and Maggie Butler have now welcomed changes to staff training following a complaint about the way they were treated after Alex's death

Michael Power and Maggie Butler with a photo of Alex, 14, in his room at their home in Killenaule, Co Tipperary. They cared for him until his death in October last year. Picture: Brendan Gleeson

Bereaved parents of a boy who required round-the-clock support for his disabilities lodged a complaint with the Department of Social Protection over how they were treated after his death — a move that has prompted changes to staff training.

The Tipperary couple are now urging the Government to urgently address gaps in supports for carers that became starkly evident during the covid pandemic.

Maggie Butler and Michael Power looked after Alex, aged 14, in Killenaule until his death in October.

“He touched so many people,” his father said.

“We didn’t really understand that ourselves until after he passed, and we heard so many stories about him and the people he touched.”

Ms Butler, who was named Tipperary Carer of the Year last year, explained some of the barriers they faced: “Five days after Alex passed away, I notified them [at the Department of Social Protection] and my husband notified them.

"Then Michael got a call to ask why was he only claiming for two children now when he was claiming for three all along." 

By then, Ms Butler had filled in multiple forms related to changes in benefits status. She said: 

The tone of the call was a really accusing tone: ‘What is going on here, why have you changed to two children now and where is this child?’ 

The parents complained but were not satisfied with an initial response, and requested a recording of the call be heard by more senior staff.

On Friday, they received a second, more lengthy, response.

Husband and wife Maggie Butler and Michael Power, who said. 'I wouldn’t like any other family to be treated like that'. Picture: Brendan Gleeson

A senior official said discussions were held with the staff member regarding her “tone and wording”.

The woman was asked to review all the customer’s information before making calls, and to communicate “in a manner that is always considerate and respectful”.

In addition, a training session will run for that unit “in order to prevent anything like this happening in the future, and to improve the standard of service that we provide”.

Mr Power welcomed this move, saying: 

If these new rules are implemented, then I feel something good would have come out of it as I wouldn’t like any other family to be treated like that. 

On Tuesday, they joined fellow bereaved families and the advocacy group Care Champions outside the Dáil to mark six years since pandemic lockdowns began in residential centres and nursing homes.

“Things have to change for carers,” Ms Butler said.

“The whole system has to change. When covid hit and people couldn’t work, they deemed that €350 was a living wage for anyone out of work.

“At that time, the carers’ payment was €204.”

The family’s last electricity bill when Alex was alive was over €1,000. This dropped to €190 after his death, pointing to one example of the hidden costs facing carers.

Majella Beattie, the co-founder of the group, said: “Care Champions hear it constantly, while protecting the system is necessary, carers are being treated like suspects rather than equals. 

"It is heartbreaking that people like Michael and Maggie, who save the State millions, are met with suspicion and disrespect by the very system meant to help them.

“We are gathering to honour those lost and affected through a memorial service, a reading of names, and shared testimony of present and continuing failures in care starting at 11am.”

• Niamh Griffin, Health Correspondent