MANAGE REFERRAL PROCESS EFFECTIVELY

Disability Employment Indicators assessment

During 2003–04 Centrelink also worked with FaCS, DEWR and peak disability groups to evaluate the effectiveness of the assessment and subsequent streaming of customers to appropriate services.

Psychology services

Centrelink continues to be the ‘gateway’ to the Personal Support Programme, and Centrelink Psychologists play a key role in referring customers, who often have severe and multiple barriers, to the Programme. Psychologists identify barriers and provide recommendations for intervention, as well as liaising with local service providers and providing ‘help desk’ liaison for Personal Support Programme providers who require customer support advice. They have also been at the forefront of delivering services to special customer groups—for example, working as part of Centrelink’s Community Units to assess pre-release prisoners.

As well, Centrelink Psychologists run innovative outreach programs—for example, by working with local disability services and the community to assess disabled athletes’ level of intellectual impairment and to help them work towards competing in national championships.

ACTIVELY ENGAGE WITH THE BUSINESS AND COMMUNITY SECTORS

The framework identifies four levels of activity:

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  Communicating and establishing relationships with people who understand local issues and problems. Creating relationships with those in the community who understand the demographics and issues of local communities helps Centrelink to address customer issues more quickly and effectively. Centrelink establishes these relationships through:
  

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  individual staff and team involvement in the community
  
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  forming good working relationships with external organisations such as community sector organisations, government-funded service providers and businesses and industry
  
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  Local support of community based organisations, forums or initiatives including participation in community activities and forums, supporting local expos, and interagency or local network meetings.
  

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  Developing cooperative relationships to make existing services more accessible for our customers. This involves establishing everyday working relationships between Centrelink staff and people who work in the community, to encourage joint initiatives and make access to services easier for our shared customers. Centrelink does this through:
  

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  supporting local and national events
  
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  inviting community members to use Centrelink meeting facilities and welcoming community agencies into our Offices to deliver services to mutual customers, and sharing the skills and expertise of our staff
  
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  community engagement and consultation through Community Reference Groups as well as liaison with peak organisations and regional or community groups
  
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  establishing links to local and state government agencies, chambers of commerce/ regional development boards, local service clubs and community interest groups
  
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  Establishing outreach partnerships for servicing customers such as out-servicing, to make services accessible in community based sites; co-location arrangements with other service providers; and working with industry and business to find simpler ways to exchange customer information.
  

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  Working in collaboration with others to adjust existing services to respond to emerging community issues. Formed with other organisations, these partnership screate more responsive ways of delivering current services which address emerging community issues and problems that are faced by our shared customers in accessing services. Centrelink does this through:
  

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  early intervention responses to emerging community issues
  
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  collaborative solutions to new and emerging community based issues
  
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  supporting local and place based approaches
  

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  Supporting initiatives or partnerships led by the community which actively create new opportunities, responses and services to address emerging community issues. These partnerships are often developed in response to a crisis or developing social problems which have no solutions available locally. It can involve a range of groups from across the community such as local clubs, welfare services, health services, churches, and businesses. Through its presence Centrelink often plays an enabling or supporting role because of the contribution we can make in finding solutions that use our available human, physical and information resources.
  

Community Connect

Community Connect is a shared resource with the community sector, providing better outcomes for our customers and enhancing skills and networks for our people.

Community Connect supports Centrelink in helping customers to participate in, and engage more productively with, their communities. It is based on developing strong local working relationships and shared understanding between Centrelink and community service providers at the local, state and national levels.

In 2003–04, Centrelink’s effort focused on identifying the success factors required to build on this collaborative approach with organisations such as The Smith Family, the Salvation Army, the Benevolent Society, the Brotherhood of St Laurence, Domestic Violence Victoria, Mallee Family Care, and Lodden Mallee Housing Service.

Working together at various outlets, these community service providers and their local Centrelink Customer Service Centres have provided valuable information about what facilities, resources and information are of most value to ensure effective links between services for our shared customers. The feedback has helped Centrelink to improve the Community Connect website with several new features, including:

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  Centrelink News, which provides up-to-date information about changes to Centrelink payment arrangements
  
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  access to information on a range of community and government services and support
  
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  a document library of Centrelink and community information to read or download. This contains links to Centrelink Information, as well as other publications of interest to workers in the human services sector, such as the Australian Council of Social Services Emergency Relief Handbook
  
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  Centrelink payment rate estimators
  
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  access to the websites of the partner providers
  
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  A community calendar that allows the public to add details about national and community events of interest to the human services sector.
  

Community Reference Groups

In 2003–04, Centrelink continued to work with a number of national Community Reference Groups that provide direct feedback on and input to Centrelink’s service delivery options and models. These reference groups include representatives of peak community and service delivery bodies. Several reference groups have operated for many years. The groups help Centrelink to better understand customers’ needs and to target services more effectively.

The groups include an Older People’s Reference Group, a Multicultural Reference Group, a Disability Customer Service Reference Group, and an Australians Working Together Implementation Community Reference Group. This year a Carers Service Delivery Reference Group was also set up with peak carer bodies.

Assistance for victims of the Bali tragedy and their families

Many local communities were affected by the Bali bombing and in 2003–04 Centrelink continued play a role in delivering the Government’s Bali Assistance Package. The package included direct financial assistance and support through Centrelink’s Social Work Team.

Centrelink was involved in providing:

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  travel assistance to the Bali bombers’ trials and personal support
  
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  travel assistance to the anniversary commemoration in Canberra and Bali and personal support
  
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  assistance with workplace, vehicle and home modifications in conjunction with CRS Australia
  
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  emergency assistance following closure of the Australian Red Cross appeal fund.
  

Centrelink maintains strong relationships with victims of the Bali tragedy and their families by case management through the Family Liasion Officer program and a centralised Bali Hotline and Processing Team.

HELPING THE EAST TIMORESE COMMUNITY IN YARRA, VICTORIA

Centrelink’s work and support for the East Timorese community in Victoria has been formally recognised by the Mayor of the City of Yarra. In speaking about Centrelink’s role, the Mayor said: ‘Your valuable contribution … is recognised and, on behalf of the Yarra community, I would like to thank you for your support and assistance’.

Currently around 1700 East Timorese live in Australia, with the majority in Victoria. During the year, the Richmond Customer Service Centre in Victoria organised information seminars in the local community, which formed part of a collaborative strategy across areas and with other agencies and departments.

The Centrelink Multicultural Service Officers network links up with the communities and helps to coordinate similar projects across Australia.

Prison servicing and state/federal memoranda of understanding

In 2003–04, Centrelink worked closely with state and territory correctional facilities to reach agreed prison servicing protocols which provide a more consistent and integrated approach to supporting prisoners as they are released. To formalise the agreements Centrelink has signed memoranda of understanding with state and territory corrective services authorities.

Because of this joint work, there is now a greater understanding of roles and processes.It has also meant higher satisfaction among the agencies involved and better integration of services for released prisoners.

Service delivery partnerships with the community

Servicing remote communities

In remote communities, Remote Area Service Centres (RASCs) are linking Centrelink with existing government and non-government services. In the past, remote communities often missed out on programs and services. However, RASCs provides a centre to support other services and programs and the introduction of RASCs in Laverton, Yarrabah and Halls Creek has meant new or more regular visiting services to these communities by agencies like CRS Australia, Literacy and Numeracy providers, and Job Network members. At the same time, RASCs are working with financial agencies to provide better income support management arrangements.

These alliances support both increased participation and capacity building in communities. (See also ‘Remote Area Service Centres’ on page 151.)

Centrelink Agents and Access Points

Centrelink’s commitment to improving access and quality of Centrelink services to rural, regional and remote Australia continued throughout the year with the extension of its network of Agents and Access Points across the country. Under these arrangements, a range of community organisations such as neighbourhood centres, local businesses and councils are contracted to deliver services and programs on Centrelink’s behalf.

The network currently exceeds 340 Centrelink Agents and 160 Centrelink Access Points, with further expansion planned in 2004–05. Each Agent and Access Point provides a means for customers to conduct their business with Centrelink and a valuable link between rural/remote communities and Centrelink. (See also ‘Centrelink Agents and Access Points’ on page 151.)

Hanover Trial

Centrelink’s involvement with Hanover Homeless Services started some years ago when Hanover worked with Windsor Customer Service Centre to look at the information customers provided in relation to their personal circumstances, particularly any information Centrelink may have had about people’s experiences of homelessness.

During the year, staff from Area North Central in Victoria met regularly with Hanover and other stakeholders such as FaCS, DEWR and the state government to develop the project plan for a new Hanover Trial. The project will bring together the efforts and resources of all levels of government, local community agencies and the business sector to achieve positive employment outcomes for this vulnerable group of customers.

The Hanover Trial is about working better with homeless customers to stabilise their lives and, ultimately, get in to paid work. A significant milestone in the planning and implementation for this innovative trial was achieved when the Minister for Family and Community formally announced a grant of $270 000 to Hanover Homeless Services on 21 April 2004.

Neighbourhood Renewal project

In 2003–04, the Neighbourhood Renewal project was initiated by the Victorian Government. In Victoria over 95 per cent of public housing residents are on income support payments and have low levels of workforce participation. Therefore, the renewal project is focusing on working together with communities to improve these customers’ social and economic participation.

With an emphasis on working together with communities, Neighbourhood Renewal is a whole-of-government approach to assisting disadvantaged communities, and Centrelink has developed a set of protocols with the Neighbourhood Renewal program in Victoria.

Drought support for farmers

In December 2002, the Prime Minister announced interim income support for drought affected farmers. Following the announcement, Shepparton Customer Service Centre formed a ‘Drought Team’ to look at strategies to provide the most efficient service and information to farmers. They also developed a drought plan that included local information seminars for farmers, where Centrelink could also pick up farmers’ claims and documents.

Within a short period, 2500 farmers had attended seminars, and Centrelink had processed around 3000 claims from farmers.

The Drought Team developed excellent working relationships and partnerships with the Department of Agriculture, Fisheries and Forestry, and the many state based drought committees.

The team also participated in community sessions such as ‘Time Out, Community Drought’ gatherings and public meetings organised by members of parliament.

The drought team was recognised in the national Centrelink awards for their leadership, support and involvement with drought affected farmers, and received a letter of congratulations and thanks from Dr Sharman Stone, the Member for Murray.

Community Inbound and Exchange program

During the year, Box Hill Customer Service Centre developed a Community Inbound and Exchange program for local agencies. The program was organised by two Social Workers with support and assistance from the Office.

Under the program, local community agencies were invited by Box Hill Customer Service Centre to spend a day at the Centrelink Office. This was to give them a better understanding of the work Centrelink does and to reinforce closer working relationships.The program also involves Box Hill Customer Service Centre staff visiting the participating agencies for half a day, to see where and how they work and to learn more about the support and services agencies provide to clients. The program’s objective is to help reinforce partnerships with local agencies and to improve Centrelink’s image in the community. As well, the exchanges give Centrelink staff more confidence about referring customers to appropriate services.

Victoria’s Award for Excellence in Multicultural Affairs

During the year, a Multicultural Service Officer from the Darebin Customer Service Centre in Victoria participated in an interagency project, which tackled racially based tensions amongst people from diverse backgrounds.

As part of the project, Centrelink sat on a Darebin steering committee with other community participants including the City of Darebin and various local agencies.

The project brought together people of different faiths, and residents and businesses, who organised a range of community events that contributed to reducing prejudice and misconceptions.

The project was nominated for an award in Victoria’s Awards for Excellence in Multicultural Affairs 2003. Attended by the Victorian Premier, the awards ceremony was held at the residence of Governor John Landy. The Darebin steering committee was presented with an award by the Governor in the category of ‘service delivery to multicultural community and community relations’.

People trafficking

On 13 October 2003 the Australian Government announced a major strategy to combat people trafficking. The $20 million initiative will complement existing efforts to significantly enhance the detection, investigation and prosecution of traffickers and improve the range of support available to victims. As part of this commitment, Senator the Hon Dr Kay Patterson announced a Victim Support Package, with funding of $5.6 million over four years. The package aims to provide a comprehensive range of support services to victims who agree to stay in Australia to assist trafficking investigations.

Coordinated by the Office for the Status of Women, the Support for Victims of People Trafficking Program provides financial and other support to victims around Australia who are assisting with criminal investigations and prosecutions in Australia. The support provided assists with victims’ living expenses and their general well being, and includes income support, access to accommodation, medical treatment, basic legal advice, counselling, training and social support.

Centrelink’s Social Work Services became involved as part of a ‘whole of government approach’ to people trafficking. This approach places an emphasis on stakeholders working together to deliver integrated solutions to social problems across a number of government sectors. As part of an interim measure, Centrelink’s National Manager of Social Work Services, Desley Hargreaves, was approached to provide interim case management services for the victims of people trafficking. A communication and operation protocol was developed and signed by critical stakeholders, including Centrelink, the Australian Federal Police, the Department of Immigration, Multicultural and Indigenous Affairs and the Department of Prime Minister and Cabinet.

The protocol outlined case manager roles and response expectations within prescribed time periods. The case management role incorporated a crisis intervention framework, requiring social workers to facilitate immediate access to a coordinated range of services.

An integral component of the program was the establishment of key contacts to facilitate the negotiation of services. For example, professional staff through Medicare Offices facilitated the arrangement of medical appointments. The provision of a single point of contact within Centrelink similarly ensured seamless access to payments. Most importantly the cooperative framework established across government departments ensured open communication and access to information as required, and provided the framework for future inter-agency cooperation.

Shanghai tour

For six weeks in late 2003, Area Brisbane hosted a study tour for nine delegates from the Shanghai Municipal Labour and Social Security Bureau. Sponsored by the Australian Government, tour delegates spent time in the Area Office, Customer Service Centres and the Brisbane Call Centre, to learn about the Australian welfare system in general, as well as how things work in practice at the front line.

On the first two days of the tour, delegates attended a two-day orientation program conducted by FaCS. On day three, the delegates were welcomed to Area Brisbane office.

As part of their tour, delegates travelled to Stradbroke Island to find out about the work of Centrelink Agents and to discuss remote servicing and Indigenous issues. On the island, delegates also met Aboriginal elders at the Aboriginal Housing Cooperative.

During the six weeks, delegates were placed in various Customer Service Centres to see how they operate. This included time spent at reception and with new claims, customer support and participation team staff.

At the Brisbane Call Centre, delegates listened to operators dealing with customers over the phone.

HABITAT—PREVENTING FAMILY HOMELESSNESS

As one of the participating organisations in the Family Homelessness Prevention Pilot projects, Wyong Customer Service Centre worked in partnership with community organisations to target people identified as ‘at risk of homelessness’. The Family Homelessness prevention project involved eight Centrelink Offices across Australia, working in partnership with a local community agency. In large part, the success of the Wyong ‘Habitat’ pilot has relied on the excellent working relationship that developed between the Centrelink Social Worker and the partner agency, Uniting Care Burnside. Burnside has a strong focus on early intervention, and runs a number of other family programs using strengths based, whole-of-family approaches.

Many customers referred to Habitat reported positive outcomes for themselves and their families including more stable housing, better links to other community support, improved social connections, and completion of vocational training. Several parents also said that Habitat staff worked with them to keep their adolescent children in education, with many now keen to go on to further study.

The Centrelink Social Worker at Wyong Customer Service Centre also plays an important role in educating Centrelink staff about homelessness issues and encourages them to refer customers to Habitat, when appropriate.

Based on the success of all eight pilots, in 2003–04 funding was allocated to extend them for another four years.

Women in Transition—a Parramatta Action Group for Families project

During the year, the Parramatta Action Group for Families Women In Transition project continued to achieve positive results.

Edna Lee, Social Worker at the Parramatta Customer Service Centre recognised the isolation of the women from the many diverse cultures within her local community and established this project in 2002. The project now has 50 members, representing government and non-government organisations, with staff from Parramatta Centrelink

Customer Service Centre playing a key organising role.

Partners in the project include the Granville Multicultural Community Centre; the Harris Park Community Centre; Granville TAFE Outreach; The Smith Family; the Baulkham Hills/ Holroyd/Parramatta Migrant Resource Centre; Parramatta City Council; the Immigrant Women’s Speak out Association; the Cumberland Women’s Health Centre; the Parramatta Community Health Centre; Breast Screen Greater Western Sydney; the Parramatta Business Enterprise Centre; and Centrelink Parramatta.

The aim of the Women In Transition Project is to provide a forum for socially disadvantaged women to participate in craft and personal development activities, facilitate social integration, learn new skills, increase self-reliance, and build the community’s social capital.

As part of the project, from October to December 2003, 11 women from diverse cultural and linguistic backgrounds completed a nine-week TAFE certificate course, which included producing health and beauty products and learning about women’s health issues, vocational and small business options, financial services, and Centrelink services. A second Woman in Transition Group includes a participant from the first group as the craft trainer, who is now paid by Granville TAFE Outreach as a part-time teacher. As well, because of the project, a new range of professional health and beauty products has been developed.

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