A community based approach to helping customers in need

We’re partnering with non-government organisations to make accessing our payments and services easier for people who need extra support.

In this new pilot, Services Australia specialist staff join forces with non-government organisations (NGOs).

The Community Partnership Pilot will improve access to our payments and services for people in difficult circumstances.

We’ll be working closely together with NGOs to help people experiencing vulnerability access the payments and services they need. In particular, this pilot will focus on supporting people who are experiencing homelessness.

We have co-located an experienced service officer, known as Community Partnership Specialist Officer (CPSO), with each of these partner organisations:

  • Father Bob Maguire Foundation - Melbourne
  • Ozanam House, St Vincent de Paul Society - Darwin
  • Project 614, Salvation Army - Melbourne
  • Rev Bills Crews Foundation - Sydney.

CSPOs will work with people to connect them to relevant agency payments and services and other government support, based on their individual circumstances.

‘Anyone who is doing it tough needs access to simple and helpful payments and services,’ said Nick, who is a CPSO working with Project 614, Salvation Army.

‘By working together with these organisations, we’re providing a face-to-face service to help people experiencing vulnerability or complex circumstances,’ he said.

‘These may be people who are sleeping rough, couch surfing, or in temporary accommodation.

‘This is a great example of how we can work together within our communities to help people who need that extra support,’ said Nick.

This pilot builds on the work of our other community outreach specialists already working in the community to improve customer access to payments and services.

Read more about the support our Community Engagement Officers provide.

Page last updated: 21 December 2022.
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