By Donovan McComb-Gray, Services Australia
Services Australia is partnering with non-government organisations (NGOs) to improve access to payments and services. The Community Partnership Pilot (the pilot) is focused on supporting people in difficult circumstances, particularly those experiencing homelessness and barriers to service access.
In the pilot, experienced Services Australia specialist staff are embedded in NGOs. The staff, known as Community Partnership Specialist Officers (CPSOs), help the NGO to support their clients through an end-to-end wraparound servicing approach.
Starting in August 2022, CPSOs are now in 18 NGOs across the country. The specialist officers are connecting people to relevant agency payments and support, as well as other government services, based on their individual circumstances.
Nick, a CPSO in Melbourne who has been part of the pilot since commencement, sees this work an important step to helping the community.
“Anyone who is doing it tough needs access to simple and helpful payments and services. By working together with these organisations, we’re providing a face-to-face service to help people experiencing vulnerability or complex circumstances."
Nick, CPSO
‘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.
Rosemary, another CPSO 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."
Rosemary, CPSO
‘Instead of having to come into a service centre, I can talk to them about payments and services in a place where they already go to 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 Expanding community support for vulnerable customers video to find out more about this pilot and how Services Australia is tailoring services to meet the needs of customers.
The partner NGOs currently participating in the pilot include:
- 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)
- 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.