Identifying customer vulnerability and risk issues 003-06010000

Vulnerability is not always linked to a specific customer group or characteristic. It is related to a customer’s individual circumstances. Customers experiencing vulnerability may need additional support or help to access payments and services.

Vulnerability can:

• impact anyone at any time
• be transient in nature
• be complex
• impact people in different ways

Vulnerability can occur because of:

• unexpected life events
• long-term or short-term circumstances
• one or many risk factors. See Customers experiencing vulnerability
• the combination and intensity of risk factors
• limited supports or support networks which help reduce the risk of experiencing vulnerability, such as:
• family and social support
• connection to country
• religion, or
• a caring doctor

Vulnerability may be identified in interactions with customers through:

• Customer disclosure: A customer says they are experiencing a vulnerable circumstance
• Customer cues: This may be in person, over the phone, in writing or as part of an online claim. Observe:
• what the person says
• what the person does not say
• how the person says it
• distress or anxious behaviour
• body language and tone of voice
• File review: A customer’s record can show signs they may be experiencing vulnerability. This could be information about a range of circumstances including, but not limited to, accommodation, health and payment type

There are many circumstances which may place a customer at a higher risk of experiencing vulnerability. Not everyone experiencing these circumstances will identify as vulnerable. A person’s experience will depend on the combination and intensity of their presenting circumstances.

Presenting circumstances customers may have when they are at risk of, or experiencing vulnerability, include:

• Safety concerns
• Health concerns (physical, mental, disability)
• Financial hardship
• Housing
• Experiencing a crisis or trauma
• Limited support or connection

There are many protective factors that may reduce a customer’s risk of experiencing vulnerability, including:

• family and social support
• connection to country
• religion, or
• a caring health professional

Identifying these can help determine the most appropriate response and referral options.

Customers who do not identify as vulnerable, may still need extra help due to their current circumstances.

A Service Officer’s role is to:

• identify and consider the customer’s circumstances including any vulnerability they may be experiencing to determine how best to assist the customer
• offer appropriate referrals, and connect the customer to internal specialists or community-based services for support
• give the customer information about the payments and services available by using the Payment and Service Finder
• update the customer's record, where required, to make sure it reflects the customer’s circumstances
• take responsibility for addressing the customer’s reason for contact
• follow the guidance in specific Operational Blueprint files when vulnerable customer circumstances are identified. Staff can then make sure to:
• offer the appropriate payments and services available, and
• connect the customer where required

Note: it may not always be necessary to refer a customer to a specialist or support service for further assistance.

Internal supports

Services Australia (the agency) has a range of specialist staff who can support customers experiencing vulnerability, including those who are in crisis or needing special help. These include:

• Social Workers
• Community Engagement Officers (CEOs)
• Multicultural Service Officers (MSOs)
• Financial Information Service Officers
• Indigenous Service Officers
• Grandparent, Foster and Kinship Carer Advisers
• Farm Household Case Officers
• Aged Care Specialist Officers
• Personalised Services
• Assessment Services

For more information, see Specialist officers and other internal supports for customers.

External referrals

External services available include:

• Community or welfare agencies, for example Salvation Army
• Local government or state government services

See the Resources page for more information on other external referral programmes and services.

The vulnerability strategy outlines the agency’s commitment to help deliver timely connection (referral) to services and support for customers experiencing vulnerability. See the Resources page for a link to the Vulnerability Strategy intranet page for more information.