[AMA] Used to work in DSS/Centrelink - Ask Me Anything

I worked for Department of Social Security, then for Centrelink, for about 15 years in total. I was one of the victims of staff cuts through voluntary (or not so voluntary) redundancy. Please bear in mind that I left more that 5 years ago, so some of my knowledge may be out of date due to changes in law and policy.

Unlike most employees in any organisation, I started at near the top in Canberra starting straight out of uni, then through choice worked my way down, through the HR stream, down to Area Office in Melbourne. I never worked face to face contact in a customer service centre, I mostly worked in policy planning and implementation. For a while I worked in compliance/fraud policies, again with no direct client contact so can't help with how to deal with debts directly.

Obviously I can't divulge any tricks (even if I knew of any which I don't ;)) about how you can get away with so and so… so don't even ask.

A few points I want to put up front. These are purely my personal opinions, and in no way reflect any other employee in these areas, the department, or the government as a whole.

  1. Human services/centrelnk staff numbers have been cut to the bone. From about 16,000 staff when I started to less than 3000 staff today, while increased population, influx of refugees and other immigration mean workload has increased by 50%. You can see yourself if you walk into a centrelnk office the number of empty desks and chairs where a person used to sit.

  2. You cannot blame Centrelnk as an organisation fully. Each year they receive from the government a budget and productivity gains whch they have to work with. And like staffing, the budget gets smaller while the workload getts bigger. Know this from personal experience. I pity the Area Managers who have to make do with the pittance they get allocated by Canberra to do their work.

  3. Please please please do not blame the staff at a centrelnk office. They are under a lot of pressure and are doing the best they can with limited resources. Also a lot of (often unrealistic) quotas have been introduced where you have to process x number of claims, or recover x number of $ in debts, etc. if you consistently fail to reach those, they can get rid of you for incompetence!!! Figure that one out.

  4. Now I know this will be controversial: While a lot of decisions are system-based and made automatically, most human-based decisions about entitlements, debts, etc, are often subjective. That is they are the OPINION of the case manager looking at the evidence before them, their experience, etc. This is because Social Security Law Does not cover all possible variations of entitlement. So there are (or used to be when I was there) Centrelnk Guidelines which staff refer to when making decisions. Unlike law, the guidelines do not need Parliament approval, they only need to be "signed off" by centrelink internally.

  5. If you get a debt, DO NOT PAY IT immediately, without double checking or triple checking that it is correct. Bear in mind that most debts come from Data Matching from the ATO and other organisations. It may be system generated. If it does not look right, ask for a review for a human to go through the evidence. Thry may ask you for proof of what you are disputing which you should provide ASAP. This is your right.

There are number of organisations that can give you social security advice. It is in your best inerest to get the best advice you can. Google the National Social Security Rights Network (NSSRN), or Social Security Rights, Victoria if in melbourne. They can give you invaluable advice before makng a claim, or how to appeal a debt or adverse decision.

I may not get back to give you an answer right away so bear with me. Thank you.

closed Comments

  • +4

    The staff levels may explain why the phone line doesnt even get to rng tone. Just says busy. Waited 1hr to see someone at centrelink on Friday. Lots of empty desks as you say. However the staff are really helpful and really responsive as to helping and courteous.

    • +1

      Username checks out.

    • When I need to call Centrelink now I usually leave a couple of hours free, but then it's become the routine when calling any call centre now, telstra, anz bank, It's at least 30 minutes of elevator music zzzzzzzz.

  • +7

    Unlike most employees in any organisation, I started at near the top in Canberra starting straight out of uni, then through choice worked my way down, through the HR stream, down to Area Office in Melbourne…

    …down to client?

    • Exactly right hahaha!!! If I had stayed in canberra I may have got further in my public service career, but family circumstances at the time were not right, small kids, wife did not want to move, etc…

      But I'm not complaining don't get me wrong, I enjoyed my work mostly in HR while it lasted, until the cuts started to roll in.

  • +2

    Did you get a staff discount or bonus (eg. Extra family part a)?

    • I really don't know what you mean , sorry. You mean like a 50% discount if you work at Maccas? Um… no.

  • +1

    What's the best way to rort the system?

    • +3

      Work hard and be nice to your mother = good karma :)

  • +1

    Only commenting to subscribe to this thread. Breaking out the pop-corn and waiting for the mods to roll in.

    Good luck with the AMA, OP, you’re gonna need it. Should make for a fantastic read. I’ve never needed DSS or Centrelink, but it has always interested me what goes on there.

    • -1

      I’ve never needed DSS or Centrelink, but it has always interested me what goes on there.

      Two men enter, one man leaves.

    • "waiting for the mods to roll in."

      Sounds like the latest Tommy Robinson protest in London yesterday! You tube

    • +3

      Not ashamed to say I did need DSS a couple if times in my life, while studying and working part time, called austudy then now part of centrelink, and for family payments more recently.

  • +1

    Was there any bullying/malfeasance that routinely occurred?

    • Yes and yes, particularly with the quotas introduced. As I said quotas were often unrealistic, particularly for those working in debt recovery. They had to get so many $ recovered per week. If not they came down hard on them, bullying etc. as you say.

  • +8

    I think the ozbargain community have been dealt a big joke here. Not a single response in 2 hours. Then again I guess that's the typical response time from centrelink is 5 business days. Must be genuine then I'm thinking.

    • +3

      Reminds me of this fake Centrelink scammer (02)84881031. They answer nearly straight away during business hours. So obvious that they're scammers.

    • Yeah mate I get it :) but now I have family commitments with grandkids and whatnot.

  • Gas on, let the fire burn in

  • +1

    From about 16,000 staff when I started to less than 3000 staff today, while increased population, influx of refugees and other immigration mean workload has increased by 50%

    If what you're saying is correct, wouldn't the workload have increased by more than 500% as a result of just the staff cuts alone? Without even factoring in the increased refugees etc?

    • +1

      Depends on what level OP has worked in.

      Generally speaking I think the lower levels have the most increase in work as they do all the customer facing work.

      An example would be a CEO's work levels might not increase by a lot even if their is a staff shortage as their work (primarily high-level decision making) is not radically affected. However, customer facing staff and mid-level managers might bear more of the pressure.

      • +1

        Yes and no, but even while I was in Canberra a lot of the 'middle-management' roles were pulled, those who were SES level (executive) were sent to area offices if they refused a package. And this was more than 10 years ago. When sent to area offces there was a surprise waiting for them = a lot more work on their plate. No more 30 minute cigarette brakes on the hour.

        At my level ASO4 (team leader level but I was not a team leader as such) also got more work as the staff at lower levels dissappeared.

        Some would say "good it's about time public servants worked more", but as in any profession you will get bludgers and those with a bit more conscience. I would like to think I was one of the latter.

    • +1

      Some of the work has been shifted to Datacom/Serco. 500 of them to Serco then 250 or now possibly more off to Datacom. Given they aren't actual departmental employees, their delegation level is non-existent and most likely will steer you towards using Express Plus Connect on your mobile device. Then when you're stuck, call them up or head to your nearest Smart Centre.

      Yikes.

      • Wow! I did not know that. Thanks. There was some outsourcing and a lot of outside temps hired to backfill voids, but I did not know it was to that extent.

        Hence, "when ringing centrelink call centre if you don't like the answer you get, hang up and dial again, almost certainly you will get a different outcome"

        I think this strategy works for any call centre, telstra, etc.

  • +1

    Just an addition, don't know if people are aware of the MyGov shopfronts that are being rolled out, I think they started out in Adelaide. Basically, it's a shopfront size office, with maybe 5-6 counters, but only 2-3 manned most of the time. That would be the point of contact for federal govrnment business, like Medicare and centrelink, but with much less delegation. Staff would be there mainly to stamp and receive forms which they then scan and forward to individual progam teams scattered throughout the country. They would not have any decision making powers. I had heard of this 10 years ago in Canberra at the planning stage, so I see they are on track.

    I can see them going to the ATO model, with absolutely no human contact. Custmers being forced onto internet portals or mobile apps, and a call centre if you absolutely need to speak to a human.

    The times we live in…..

  • +3

    My sister once had her fitness for work assessed by a contracted organisation. An exercise physiologist did the assessment. Her issues are mental health related. And there was nothing we could do about it, because she, a mentally ill person, had agreed on the spot to accept that assessor.
    What does Centrelink have in store for people who are on dsp, vulnerable, mental health challenged, etc. It's a constant source of fear for us.
    Thanks for engaging 😊

    • I'm sorry I can't answer your question directly due to lack of knowledge in the area, but the qualification requirements for dsp have been tightened SIGNIFICANTLY, that some staff used to joke that you have to be almost dead to get dsp nowadays.

      I have a friend who works in the NDIS field, and told me horror stories where carers payment has been refused for parents of children who are substantially disabled, mentally and/or physically.

      I can only assiume that this is due to changes in policy, The staff cannot change the rules on their own.

  • -3

    By Canberra do you mean the Commonwealth Govt or DSS.

    Either way please refrain from using the term Canberra. It's a city where 99% of the population have absolutely nothing to do with the staffing budget of Centrelink.

    • I worked in Social Security in Tuggeranong Canberra for about 5 years then about 10 years in various Area Offices in Victoria. I never worked face to face at a Customer Service Centre, a.k.a. "Centrelink office".

    • Sorry I may have misread your point, I mean the budget allocations by the Federal Govt (treasury or whoever allocates these funds I don't know the details where it comes from). AND the productivity gains asked of each Area Office each year. The Area Manager then has to work with that to cover all expenses in running the Area Office and their Customer Service Centres, staffing, overheads, etc. I know this from personal experience as I was involved in this type of work for a couple of years, and believe me, it's not an easy task to make it stretch until the next year.

      Having said that, there was also a bit of a "use it or lose it" mentality where the office would use funding allocations even if they did not need to, for one purpose only: If you don't use it this year, you will not get it next year!

  • +2

    Hi, I'm interested to know if there is a specific timeframe in which one can appeal a decision re overpayment ? My situation involved submitting my income to Centrelink whist working part-time in 2011/2012 and recieving a part carer allowance. I was vigilant in submitting all of my correct payslip information, but was told I have a debt close to $2000.00. Looking forward to your response and thanks for offering your time. Much appreciated.

    • I''m sorry I never worked in a program area (newstart, families, pensions) so I do not have enough knowledge to answer your question.

      Having said that, I can say frim personal experience (after leaving centrelink) where a relative got a ~$5000 debt, apparently centrelink said they had reported NET income after tax, not GROSS income, before tax over 4 years. The relative did find some evidence that they did report gross income, from screenshots they took of the phone after reporting on the iphone app. Unfortunately they could not get the whole debt reduced only a part of the debt.

      Never got an explanation why the debt raised was incorrect after numerous requests. Centrelink just sat on the request for information forever until the client gave up (the desired result - wait until the client gives up or dies ;) I'm joking of course, but there are instances where they will sit on claims or other requests for months or years with no explanation.

  • +1

    Do you think Centrelink employees have a view that the tax we pay funds social security?

    • +2

      Well I can't speak for current staff, but from persnal experience I noticed a change in demographic as staff turned over. The older staff (including me) thought of the benefit receivers as "clients" and had a social work type of attitude, trying to help those less well off than the majority of the population. But unfortunately I noticed that younger staff were more cynical more and more and thought of them as leeches who should "get a job" and not rely on the government.

      Others believed that socal security is there as a safety net, and that the tax we pay should look after us when we fall on hard times.

      In any case, there is no other country in the world where you can get (relatively) generous regular income, AND a pension for life, EVEN IF YOU HAD NEVER WORKED A DAY IN YOUR LIFE!!!

      But this is changing. Although it has not been stated outright my personal belief is to move australia to a European style pension scheme, A.K.A, Superannation:

      If you contribute to a pension fund you will get a pension or sickness benefits, if you don't you ould only be eligibe for a basic survival amount just to buy food.

      I say it's about time.

  • +1

    Please please please do not blame the staff at a centrelnk office. They are under a lot of pressure and are doing the best they can with limited resources.

    I avoid going in or even calling them, thank you for the internet service you have Centrelink that is useful when it actually works.

    If any of the staff are like the random woman I had to see once at my local office who acts like she stepped in dog poo when she talks to you it makes you hope the ones who lost their job are the people like her. I'd hate to see how she dealt with people who are… for lack of a better term… trashy types.

    • As in any organisation there were "cowboys" in my workplace too, or those who are mean, cynical, b*tchy. Those people were not mean only to clients, but to their colleagues too. From my HR perspective there was nothing we could do about it then, today may be different due to an emphasis on workplace bullying, but I doubt it.

      I feel sorry for people who have to work with them.

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