Centrelink annual report 2003 – 04 Contact officer
ENSURE CENTRELINK HAS A SKILLED WORKFORCE
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- Evaluation of accredited learning operations
- Panel of recruitment providers
- Australians Working Together training—Personal Advisers
- Learning and training activities
- Implementation of the Learning Management System
- Project Management Learning Program
- Nationally recognised qualifications
- Operations Management Program
- Centrelink Call accreditation
- National Indigenous Training and Information Framework
- Completion of fraud control training
ENSURE CENTRELINK HAS A SKILLED WORKFORCECentrelink continues its focus on learning as an investment in business and an opportunity for career development. The Centrelink Virtual College (CVC) plays a significant role in making quality learning and development readily available. For an organisation like Centrelink, this is not a simple undertaking and we are working to overcome the barriers of geographical diversity through interactive distance learning solutions. The Centrelink Education Network fully integrates video, voice and data to deliver live, real time training and education throughout the organisation. This section illustrates learning and other achievements such as streamlining recruitment arrangements through a panel of providers; the succession management framework; Indigenous Inbound and cadetships.
In 2003–04, the target was exceeded with 1736 staff achieving an accredited learning Qualification. In particular, a significant number of staff completed Certificate IV in Government PSP40599 (Fraud Control Investigation) and Certificate IV in Community Services CHC41402 (Information, Advice and Retrieval). Panel of recruitment providersCentrelink has a panel of providers to supply recruitment services and has centralised contract management responsibility for the panel arrangements. Since establishing the arrangements, much of Centrelink’s recruitment activity has been outsourced to private sector firms, most of which involves base level recruitment. In 2003–04, 851 staff were recruited via panel providers. This included 336 Personal Advisers recruited in August 2003. The panel arrangements were due for renewal in early 2004. A two-stage public tender was put to the market and finalised in February 2004. Under the new panel arrangements, six general recruitment companies and two specialist information and technology (I&T) providers have been contracted on standing offer deeds to meet Centrelink’s recruitment needs. Another seven companies have been contracted to supply contingency recruitment. Contracts are for three years, with options for two one year extensions. The new panel arrangements have a broader scope and allow Centrelink to access professional recruitment services across all its operations and for all roles below Senior Executive Service (SES) level. They also give Centrelink greater leverage in terms of competitiveness and contingency.
The learning program involved nine weeks of intensive face-to-face delivery, reinforced by four weeks on-the-job structured learning. Personal Advisers collected assessment evidence throughout the program, together with demonstrated workplace competency. On completing the program, Personal Advisers are awarded a Certificate IV in Community Services (Information, Advice and Referral). Succession managementCentrelink’s Succession Management Framework is a formalised process that helps Centrelink manage employee growth and development by building in the necessary capabilities that will ensure individual and organisational success as well as leadership continuity. Succession management in Centrelink is closely aligned to several key people strategies including the National People Plan, the Centrelink Leadership Framework, workforce planning, and performance management. It is also based on a clear understanding of Centrelink’s future directions. Succession management in Centrelink commenced at the SES level and is being ‘cascaded’ to other levels of leadership and critical positions over the next 18 months.
Indigenous CadetshipThe Centrelink Indigenous Cadetship Program recruits and trains Indigenous Australians for careers in Centrelink. This program, which is part of DEWR’s National Indigenous Cadetship Project, was introduced in 2001 to offer cadetships for full-time tertiary study in approved courses. The Centrelink Indigenous Scholarship Program (see Table 33) helps Centrelink Indigenous employees gain Qualifications, increase their knowledge, and develop their career potential within Centrelink. It supports full-time tertiary study in areas aligned to Centrelink business skills and specialised professional streams. TABLE 33: CENTRELINK INDIGENOUS SCHOLARSHIP PROGRAM
As at 30 June 2004, 22 participants were studying under the Indigenous Cadetship Program and 18 participants were studying under the Scholarship Program. Ten new scholarships and 10 new cadetships will be offered in late 2004. Indigenous InboundIn October 2003, an Indigenous Inbound Program was organised as part of Centrelink’s Statement of Commitment to Reconciliation. Targeted at Indigenous CSC, Call Centre Managers and Area staff at the Centrelink Band 3 and 4 levels, the program brings together participants from across Australia for an intensive residential program held in Canberra. Lasting a week, this year’s program involved 16 Indigenous Centrelink staff from rural, regional and remote areas. As well as presentations from senior Centrelink and client department officials, participants attended Question Time at Parliament House and met portfolio Ministers. During the week, the group worked on four critical issues affecting Indigenous service delivery:
The Indigenous Inbound Program’s outcomes have been included in the Indigenous Services Teams’ business priorities for 2004–05. Learning LibrarySince March 2003, the CVC and Service Integration Shop have examined all the technical, payment-specific learning that exists for Customer Service Officers. This learning has been re-written into consistent templates, regardless of the payment area. All learning contributes to the achievement of a nationally recognised Qualification. The CVC also offers formative assessment activities designed to provide opportunities for practice and transfer of learning to the workplace. Learning modules, available from a new Learning Library are self-paced or classroom based, and facilitated by a trainer. Each module includes a study guide for individual learning, a learner’s workbook that includes activities, reference links and learning outcomes, and a facilitator’s guide for use in classroom based sessions. Learning and training activitiesE-Learning—Satellite enabled interactive distance learningThe Centrelink Education Network (CEN) offers interactive distance learning by satellite and is currently available in 377 Centrelink sites, with 2056 keypads distributed across the network. The interactive live broadcasts include multiple choice questions which the learner responds to using a key pad. During 2003–04, 56 interactive distance learning programs were broadcast over 363 hours, with an average of 26 viewers per program. Programs of significance for 2003–04 included emergency management (in light of the Canberra bushfires) and responses to the Government’s 2003–04 announcement of the Medicare rebate package. Centrelink is currently looking at how to make satellite broadcasts more flexible, for example, by streaming programs to desktop personal computers for all staff. Under this arrangement, staff would view programs either ‘live’ or ‘on-demand’, depending on other e-Business learning needs. Implementation of the Learning Management SystemDuring the year, the CVC managed the successful roll-out of Centrelink’s new national learning management system across the Centrelink network. By 30 June 2004, the learning management system had been implemented across all Centrelink’s Areas and the National Support Office. Over 6000 learner records have been created and distributed to around 2000 classes. In early 2004–05, the system will be extended to support the Centrelink Call network’s learning and development operations. Project Management Learning ProgramTo support staff to adopt a project management approach to their work, the CVC has a learning program that uses generic project management processes and Centrelink Project Office tools. Formerly called Project Management Training, the new Project Management Learning Program supports a range of delivery options including a self-paced learning guide, Centrelink Education Network sessions, and a one-day facilitated workshop. A workplace project shows participants how to apply project management skills to their work. Once competency has been achieved, a Statement of Attainment is awarded for three project management units. Nationally recognised qualificationsIn 2003–04, Centrelink issued 1736 nationally recognised Centrelink Qualifications to staff members participating in its accredited learning programs. Centrelink is authorised to issue these Qualifications in its own right as a registered training organisation under the Australian Quality Training Framework. Table 34 shows awards of nationally recognised Qualifications issued by Centrelink. The total number of Centrelink Qualifications issued in 2003–04 is approximately six per cent greater than in the previous year. As well as qualifications issued by Centrelink, many staff members undertake accredited training with external registered training organisations and are issued with a nationally recognised qualification through those external organisations. During 2003–04 more than 1600 of these external qualifications were issued to Centrelink staff—of these, 1023 were issued to Centrelink Call staff undertaking the Certificate IV in Customer Support.
Operations Management ProgramThe Operations Management Program was developed to help Centrelink staff gain the skills and knowledge needed to better manage their work. The program supports effective implementation and ongoing maintenance of redesigned business processes in the network, including Multi Purpose Contact, Workload Manager, Job Redesign and Customer Account. Once developed, a training package will be introduced in the second half of 2004 to provide tools and an organisational framework that will assist staff in integrating operational management principles in their work practices. Front Line ManagementCentrelink Call has introduced the Diploma of Business (Front Line Management) for Call Centre Team Leaders. The diploma is offered in conjunction with TAFE Tasmania—a registered training organisation. Designed to provide team leaders with a combination of people management theory and practice, and a working knowledge of Call Centre specific requirements and Centrelink business, the course is considered a world first in bringing together training from international call centre industry leaders. The Incoming Calls Management Institute provides training in essential skills and knowledge for incoming Call Centre management. This explores the business of providing the right people, at the right time, to service anticipated call demand. The Customer Operating Performance Centre offers further development through high performance management techniques, and training in call centre data collection, interpretation and analysis. Participants receive training over three weeks in a residential ‘live-in’ environment. Fifteen days of face-to-face contact includes six days with a call centre focus and nine days dedicated to Centrelink leadership and management models. The program has been very successful and provides team leaders with structured, accredited learning that is recognised throughout the call centre industry.
Certificate IVCentrelink Call has redeveloped their accredited training program for Customer Service Officers in line with updates to the Telecommunications Training Package. This allows for greater recognition of Centrelink Call CSO Qualifications, from induction through to their first 18 months on the job. The competencies that make up the Qualification have been mapped under three themes—delivering customer service, working in teams, and using technology. Customer Service Officers are required to demonstrate competency in meeting Centrelink standards and in understanding how their job relates to Centrelink business, in particular to Future Directions, the Getting it Right Strategy, and service, quality and cost indicators. The new methodology recognises the alignment between the learning and evidence available to Customer Service Officers through the normal course of their work. Workshops focus on current Centrelink business needs and this learning is linked back through the mapping process. An additional 696 staff have entered the program this year alone.
The International Standards Organisation has a number of operational benchmarks that are recognised worldwide. Under the quality and environmental management standards, in 2003–04 independent and accredited auditors rigorously assessed Illawarra Call Centre. After mapping Centrelink processes and systems against the standards framework, Illawarra Call was assessed and accredited as meeting both the quality and environmental management standards. National Indigenous Training and Information FrameworkThe National Indigenous Training and Information Framework is a suite of training materials specific to the needs of Indigenous customers, communities and employees. The training material was developed in consultation with the National Indigenous Reference Group, which answers to Centrelink’s National Indigenous Coalition. Stage one of the framework is completed and includes:
Stage two of the framework, currently being developed, includes:
Completion of fraud control trainingIn 2002–03, the CVC worked with the Detection and Review Team to support implementation of nationally recognised competency standards set out in the Commonwealth Fraud Control Guidelines. This involved developing learning and assessment systems for:
See Table 34 on page 170 for information about the number of employees awarded these Certificates in Government. In 2003–04, the CVC continued to develop improved assessment and learning resources to support the Diploma of Government (Fraud Control Investigation), which will assist staff working in the Detection and Review Team meet mandatory Qualification standards. Directory: sites -> default -> files -> documents documents -> North Mankato Taylor Library documents -> In the Red and Brown Water documents -> - documents -> Cbp and Trade Automated Interface Requirements Appendix: pga december 22, 2015 documents -> Ace abi catair customs and Trade Automated Interface Requirements documents -> Ace abi catair customs and Trade Automated Interface Requirements documents -> Mobile audio/video recording systems documents -> The south australian government gazette documents -> All public acts appearing in this gazette are to be considered official, and obeyed as such documents -> Union interparlementaire inter-parliamentary union Download 1.21 Mb. Share with your friends:
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