Expanding community support for vulnerable customers

Our Community Partnership Specialist Officers (CPSOs) are making it easier for people who need extra support to access our payments and services.

Since August last year, CPSOs have helped improve access to our payments and services for people in difficult circumstances – particularly those experiencing homelessness.

We now have CPSOs embedded in non-government organisations at 18 locations across the country.

Rosemary, one of our CPSO’s in Melbourne, has found the support she provides to be invaluable for most people.

‘Working alongside the non-government organisation full-time allows me to connect with people in a place where they feel comfortable to talk about their situation and their needs,’ said Rosemary.

‘Instead of having to come into a service centre, I can talk to them about payments and services available to them in a place where they already go for support.

‘The work we do is a collaborative effort between our agency and the NGO. We then work with other parts of our agency to improve our process for all customers. It builds from the work our other community outreach specialists are already doing.

‘The result for customers is not only improved access to government payments and services, but access to other community services, such as accommodation and legal aid.’

Watch the CPSO video to find out more about how we’re tailoring our service to meet the needs of our customer.

CPSOs are in the following partner NGOs:

  • Adelaide – Hutt Street Centre
  • Alice Springs – Central Australian Aboriginal Congress Aboriginal Corporation (Aboriginal Corporation)
  • Alice Springs – Ngaanyatjarra Pitjantjatjara Yankunytjatjara (NPY) Women’s Council (Aboriginal Corporation)
  • Alice Springs – Alice Springs Youth Accommodation and Support Services
  • Brisbane – 3rd Space
  • Brisbane (Logan) – YFS
  • Caboolture – Caboolture Neighbourhood Centre
  • Canberra – The Early Morning Centre
  • Darwin - Ozanam House, St Vincent de Paul Society (Phase 1 site)
  • Hobart – Hobart City Mission
  • Melbourne – Project 614, Salvation Army (Phase 1 site)
  • Melbourne (Albert Park) – Father Bob Maguire Foundation (Phase 1 site), including support with Launch Housing, part of the Foundation’s network
  • Melbourne (Dandenong) – WAYSS
  • Perth – Tranby Engagement Hub
  • Sydney (Ashfield) – Rev Bill Crews Foundation (Phase 1 site)
  • Sydney (Cabramatta) – Core Community Services
  • Sydney – The Wayside Chapel
  • Wollongong – Wollongong Homelessness Hub.
Page last updated: 13 July 2023.
QC 64402