Embedding the APS Values: Case studies and other supporting material

Please note: These documents are for reference purposes only and are no longer considered by the APS Commission to be current. They may contain good practice advice and/or advice on the transitional arrangements between the 1922 and 1999 Public Service Acts.

globe Useful references

Case study 19:
Centrelink:
Community partnerships

Background

Local Centrelink offices seek to establish well-organised and meaningful relationships with key partners in local communities to achieve common goals. Community partnerships are developed with either traditional welfare groups or other groups that work directly with people in need, including local businesses.

Following the passage of the Australians working together (AWT) legislation Centrelink has expanded links with key community and business groups to assist mutual customers, manage the expectations of job network providers and build relationships based on fair and impartial dealings.

In upholding the APS Value relating to delivering services effectively to the Australian public, Centrelink builds community capacity by supporting community-based initiatives. The aim is to better respond to the increasingly complex needs of customers by linking them back to their communities, ultimately helping them to attain greater independence.

Description

The range of strategies used to establish community partnerships includes:

using a community engagement software tool whereby local managers can record interactions between staff and business/community leaders and ensure that staff are visible and active community partners
developing partnerships with universities to provide Centrelink services on campus-for example, Toowong Customer Service Centre has negotiated the use of student union on-campus premises to facilitate regular, ongoing service to youth and students
responding jointly with community leaders to address local issues-for example, the Fraser Coast Elder Abuse Project led to increased community awareness, promotion of rights of elder citizens, and practical assistance
developing partnerships with remote communities through links with local councils, neighbourhood centres and other available agencies-for example, a partnership with the Gayndah local council and Centrelink has resulted in a staff member working from the library at Gayndah to deal with both Centrelink and library business. This arrangement enables the facility to remain open for five days rather than three
involvement with special needs groups-for example, at the Couloundra office work is being done with key community groups to develop alternative hinterland housing options for young people at risk
developing partnerships with hospitals to provide more accessible services for mutual customers-for example, streamlined outservice is being provided (as required) to the Prince Charles Hospital in Brisbane to customers with terminal conditions and/or mental health issues
working in partnership with organisations to address the needs of people from diverse backgrounds-for example, Caboolture office has linked with local Samoan community groups to keep young Samoan people in schools.

Key APS Value

The APS delivers services fairly, effectively, impartially and courteously to the Australian public and is sensitive to the diversity of the Australian public. (s. 10(1)(g) of the PS Act)

For more information please contact:

SUZAN ANTHONY
PHONE 07 3000 3099
suzan.sy.anthony@centrelink.gov.au