The Australian Financial Security Authority (AFSA) is calling for feedback on a new framework to help guide its staff to provide world-class service.
Chief Executive of AFSA, Tim Beresford said the proposed AFSA Vulnerability Framework 2022-23 will be open for consultation until 24 June.
Mr Beresford said the review would guide the Authority to identify, prioritise and address system vulnerabilities and set out a plan to help target its efforts over the next three years.
“AFSA has a vital role to play in supporting people experiencing vulnerability,” Mr Beresford said.
“With many of our users already in financial distress when they enter our systems, the risk of vulnerability is higher – even without considering additional and compounding circumstances such as low literacy levels, mental illness and domestic violence,” he said.
“With the consequences of the pandemic expected to continue into the foreseeable future, we anticipate a greater proportion of Australians to be experiencing vulnerability when they interact with us.”
Mr Beresford said AFSA’s services were often prescribed by legislation, public accountability and policy requirements.
He said this could create burden for the Authority’s users, particularly those who found themselves in vulnerable situations.
“To ensure equity of access to our services, we need to offer people experiencing vulnerability extra guidance and assistance to navigate our systems,” he said.
“We must make sure our processes do not create harm, increase barriers, or cause unnecessary stress for our users.”
Mr Beresford said designing AFSA’s services for people experiencing vulnerability would benefit all users – “simple information, user-friendly processes and intuitive systems will improve everyone’s experience.”
He said the Vulnerability Framework outlined six focus areas for the Authority, including supporting staff to support users, with priority to be placed on supporting the mental health and wellbeing of AFSA staff.
“We know that staff are often put in difficult situations,” Mr Beresford said.
“Resourcing pressures, silos across teams, and pressure to meet wait time and call handling KPIs inhibit staff ability to fully investigate a user’s circumstances and provide holistic service,” he said.
“This, combined with heated or tricky conversations with frustrated or vulnerable users, can lead to staff feeling drained, powerless, distressed and overwhelmed.
“Supporting the mental health and wellbeing of our staff is a priority.”
He said other focus areas of the Framework included the use of data to drive outcomes; informed decision making; collaboration across sectors; streamlined processes; and a holistic view of users.
The AFSA’s 16-page proposed Vulnerability Framework can be accessed at this PS News link.
