A pilot program giving community legal advocates a secure and streamlined channel through to Services Australia to support their most vulnerable clients is being lauded by participants.
The support service gives advocates from a number of Economic Justice Australia organisations across the country, direct access to the agency for clients at high risk, in crisis, experiencing immediate vulnerability or with limited support and connections.
The organisations include:
- Canberra Community Law (ACT)
- Welfare Rights Centre (NSW)
- Darwin Community Legal Service (NT)
- Townsville Community Law (QLD)
- Basic Rights Queensland (QLD)
- Uniting Communities Law Centre (SA)
- Barwon Community Legal Service (VIC)
- Social Security Rights Victoria (VIC)
- Freemantle Community Legal Centre (WA)
- Welfare Rights & Advocacy Service (WA)
Since it began in November 2023, the support service has received and resolved more than 1,200 enquiries on issues like claim processing, appeals and debts for vulnerable Australians.
Minister for Government Services the Hon. Bill Shorten MP said this was an important step towards better engagement between Services Australia and advocacy groups – a key recommendation from the Robodebt Royal Commission.
“The feedback we’ve had from advocates participating in the pilot program has been overwhelmingly positive”, Minister Shorten said.
“The success of the pilot shows the critical role community legal advocates play and the difference it can make when we build these initiatives together.
“Thanks to this support service, dedicated and compassionate staff on both ends are able to collaborate to resolve complex issues, often in a matter of days.
“This means vulnerable people can get the support they need more quickly, allowing them to get on with their lives.
“This is what human-centric government services should look like,” Minister Shorten said.
Kate Allingham, CEO of Economic Justice Australia said the vast majority of people who approach EJA member centres for assistance are in financial dire straits and extreme crisis.
"Prior to the Advocates Channel, the legal professionals working at our member centres were often forced to wait on hold for the general Centrelink complaints line.
“If they got through, the complexity of the matter was often beyond the customer service officer who answered the call.
“Extra time spent resolving these cases not only puts strain on these centres' already stretched capacity, but has very real implications for the livelihoods of people who have already reached crisis point.
"By creating a direct line for our member centres to contact an appropriately trained Centrelink employee, the Advocates Channel has not only improved positive outcomes but significantly increased the speed with which complex cases can be resolved.
“We thank Minister Shorten for acting on Robodebt Royal Commission Recommendation 12.1, and look forward to this pilot initiative being implemented permanently."
Katherine Boyle, CEO of Welfare Rights Centre said the Advocates Channel has been a game changer for them and their clients too.
“Since its pilot at the end of last year, we've used the channel about 260 times. Each time, Services Australia has been professional, knowledgeable, and quick to resolve issues.”
“With access to this channel, we've been able to secure payments for vulnerable people who struggled with Centrelink's processes.
“Before, many of these cases would have required internal and external appeals, which are time-consuming and resource-intensive for a small organisation like Welfare Rights Centre.”
“The Advocates Channel works because social security experts are talking to social security experts.
“We understand the law, so we only ask for what our clients are entitled to. This makes conversations highly efficient and ensures that complex problems are resolved quickly.
“The Advocates Channel enables Welfare Rights Centre to achieve outcomes for people who might otherwise face dire poverty, homelessness, or be unable to escape violent relationships.”
Data collected during the pilot will inform the design as well as the legal and privacy requirements of a broader solution that could be rolled out to the wider advocacy community in future.