Managed Service Plan (MSP) - Implementing 104-07050030

The agency's customer aggression training, the Managing Aggressive Behaviour Program (MAB Program) is mandatory for customer-contact staff and their direct supervisors.

Customer aggression prevention training further supports staff with ‘Learning Bites’ about preventing and managing customer aggression. ‘The 4 WHYS to record’ provides information to promote when and where staff record incidents of aggression and counterproductive behaviour. All customer aggression prevention Learning Bites and staff resources can be found by navigating to the relevant topic on the Customer Aggression Prevention Hub.

The Customer Aggression Training Summary outlines role required and recommended learning for; service delivery staff and their direct supervisors, staff who record, review and/or approve Managed Service Plans (MSPs).

CIMS role required learning is for all Centrelink service delivery staff and their direct supervisors. It is also role required for staff who record, review and/or approve Managed Service Plans (MSPs).