Initial contact and identification of services for Indigenous Australians 125-01000000
Expand allThis document outlines information relating to initial contact and identification of services for Indigenous Australians.
Government intent
Customers who contact Services Australia may be facing situations where they need extra assistance. The Service Officer by employing appropriate questioning techniques encourages the customer to fully explain their situation. This will assist in establishing what services would best suit the customer's circumstances. The Service Officer identifies an appropriate referral to the specialist officer.
There are two types of Indigenous specialist officers each having a specific role in helping Aboriginal and Torres Strait Islander customers.
Methods of initial contact
When a customer first contacts Services Australia and enquires about certain payments and services, the Service Officer runs the First Contact Service Offer (FCSO) workflow which guides the screening process.
The focus is on identifying the customer's readiness, capability and capacity to look for and accept work and highlights the important issues that need consideration.
A customer may make an initial contact in writing, face-to-face or by phone.
Identification of services
The Service Officer identifies if a referral is appropriate to the specialist officer. Specialist Officers often act as a link between Services Australia and the many community based support services available to people requiring extra assistance and support.
Contents
Identifying and offering a package of services for an Indigenous customer
Indigenous specialist officers
Closing dates for lodgement of students and Australian Apprentice claims