Citizens Information Meath – Age Friendly Initiative

Description

Citizens Information Meath provides free, confidential & impartial advice on a wide range of topics. In response to the growing number of older adults in our community, we embraced Age Friendly principles to improve how we engage with this demographic.
Over the past year, we have introduced a range of measures to align our services with Age Friendly standards. A staff member from each of our three offices completed Age Friendly training, becoming Age Friendly Champions through the Age Friendly Business Recognition Programme and their learning was swiftly applied. Our offices were upgraded to include clearer signage, accessible seating, quieter consultation areas, and we offer magnifying glasses in each consultation room for those with low vision.
All of these changes we made were in consultation with executive members of Meath Older Person’s Council. These OPC members came to each premises to discuss with our staff what could be done from an older person’s perspective to be inclusive. When we made these changes, different Meath OPC members then completed a “Mystery Shopper” visit to each of our clinics to assess the changes that we had made. This ensured complete anonymity and confirmed our commitment to providing inclusive and accessible services for older people.
Following on from improving the physical space of the waiting areas in each office, and after receiving our Age Friendly Business Recognition Charter, we looked again to see what other improvements we could make for older people using our services.
Recognising that many older clients face digital barriers, we developed a blended service model—offering in-person, telephone, and a plan to provide outreach support later in 2025. This ensures access to vital information regardless of clients’ mobility, digital literacy, or location.
We also expanded our presence in the community through partnerships with local organisations, including Age Friendly Meath and local community groups hosting regular presentations aimed at reaching rural or isolated older people.
In recognition of the requirements of different older people, we are currently in the process of trialling Age Friendly Clinics in all of our offices in June. This will be an opportunity for older people to attend our offices during a dedicated afternoon in the hopes of improving their overall experience. We are constantly looking for ways to improve our services to older clients.
Our approach is rooted in the belief that dignity, respect, and inclusion should underpin every interaction. We have embedded these values into our operations —from frontline staff engagement to decision making processes—ensuring older clients are not only accommodated but prioritised.
By building strong community partnerships and continuously welcoming feedback, we aim to remain responsive to the evolving needs of older people. This initiative has helped shift our organisational culture and service design towards a model that truly supports ageing with confidence and dignity.
Since making these changes, we have been approached by our colleagues in two other counties to share our learnings and now other Citizen’s Information Services across the country are beginning the process to become Age Friendly, just like Meath.

Aim of Initiative

The aim of our initiative is to create a more inclusive, accessible and responsive service for older people in Meath. As the demographic profile shifts, we are proactively adapting to ensure no older person is left behind due to physical, digital, or social barriers, thereby supporting active, healthy, and independent aging.
There are five key objectives to achieve this:
Accessibility and Inclusion – ensuring all older people can easily access our services and the information they need
Improved Service Design – Adapting all of our reception areas and providing appropriate age friendly seating and signage and also training staff in age awareness and empathy to understand the complex requirements of older people.
Empowerment and Participation – Encouraging active engagement and feedback from older service users to inform service improvements.
Aligning with local and national Age Friendly initiatives – ensuring collaboration with the local age friendly programme and providing the best service for older service users.
Demonstrating Commitment to older clients and their unique requirements – achieving formal recognition to show that our service values and prioritises the needs of older people and also building trust and credibility among older people and their families by being known as a supportive, age friendly service.

We are embedding Age Friendly values into our day-to-day operations, focusing on reducing barriers to access and supporting older people in understanding and navigating their rights and entitlements with confidence. This includes simplifying service access, improving staff understanding, and enhancing the physical and sensory environment of our offices.

Who is it aimed at

The initiative is aimed at older adults (aged 55+) in County Meath, especially those affected by age related challenges such as mobility issues, digital exclusion, disability, or social isolation. It also benefits staff by equipping them with the skills, knowledge, and awareness to better support and understand this group.

3 Steps critical to success

1. Staff Training & Awareness: Embedding Age Friendly training in staff development to foster empathy and understanding.
2. Accessible Service Delivery: Offering a blended service model to reduce access barriers.
3. Client & Staff Engagement: Actively encouraging input and feedback from clients and staff to shape continuous improvement.

3 Challenges in Planning / Delivery

1. Resource Constraints: Balancing staff time and capacity to sustain outreach while maintaining core services remains a key challenge.
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3 Outcomes / Benefits

1. Improved Client Experience: Older clients report feeling more welcomed, supported, and understood.
2. Increased Access: More clients accessing services via clinics
3. Cultural Shift: Age Friendly values are integrated into daily practice and strategic decision-making. This project has brought Age Friendly awareness to the forefront of the staff of Meath CIS.