Initial contact and identification of services for people experiencing a crisis 003-06000000
Expand allThis document outlines topics to assist in assessing the package of products and services best suited to helping customers in crisis or needing special help.
Government intent
From time to time customers who attend Services Australia offices may be facing situations that put them 'in crisis or in need of special help'. In some cases, customers in such circumstances may be eligible for one of the exceptional payments Services Australia is able to make. Alternatively, they may be able to be referred to a specialist officer within the organisation, or to an external agency, to provide the specific assistance required to help the customer through their difficulties.
At the initial contact, it is the responsibility of the Service Officer to:
- determine whether the customer is 'in crisis or needing special help'
- identify and offer a package of services to meet the customer's needs
Methods of initial contact
A customer may make an initial contact in writing, face-to-face or by phone.
Information provided in initial contact
Those seeking assistance will be advised of eligibility criteria, processes for new claims, and how the start day of a payment is determined.
Contents
Identifying customer vulnerability and risk issues
Related links
Initial contact from customers in crisis or needing special help
Unsupported under 16 year olds to be immediately referred to a Services Australia social worker
First Contact Service Offer (FCSO) workflow
Risk identification and management of threats to the safety or welfare of a child