Where an individual discloses a vulnerability, this will inform the way the agency engages with the individual in the delivery of programs and services, including connecting the customer with any additional support services. To support this, information about circumstances affecting a recipient's capacity to engage is recorded on customer records. This information is also accessible to service delivery partners.
Services Australia will continue to engage with customers in a way that supports proper consideration of individual circumstances, and to support customers to disclose any vulnerabilities impacting them.
Services Australia should ensure that its processes and policies in relation to the identification of potential vulnerabilities require staff to engage with a recipient prior to the removal of an indicator on their file. For this purpose, Services Australia should remove any feature that would allow for the automatic expiry of a vulnerability indicator (or equivalent flagging tool). An indicator should only be removed where a recipient, or evidence provided to the Agency in relation to the recipient, confirms that they are no longer suffering from the vulnerability to which the indicator relates.
The Government accepts this recommendation.
Operational guidance material and the 'Our vulnerability strategy' support Services Australia service officers to identify when customers' circumstances should be recorded and updated on a customer's record. This includes when vulnerabilities are identified, require updates due to a change in the customer's circumstances, or are no longer impacting the customer.
Records held by Services Australia contain notes that alert staff to circumstances where a recipient is experiencing difficulties that might affect their ability to meet mutual obligation requirements. Where an individual discloses a vulnerability, staff will use this knowledge to tailor the discussion and interaction, including the promotion of appropriate programs and services, and connect the customer to specialist supports and/or referrals to local service providers. To support this, information about circumstances affecting a person's capacity to engage in mutual obligation requirements is recorded on customer files.
Notes are generally applied on the basis of information provided by individuals through their engagement with the agency. A record of a person's circumstances is maintained on their customer file and accessible if they have future interactions with the agency.
