[AMA] I Work for Centrelink

AssociatedLcentrelinkemployee @ Services Australia on 09/04/2020 - 08:01
Last edited 09/04/2020 - 10:20

Hi everyone,

I currently work for Centrelink. I take phone calls and also process claims. I have been with the agency for multiple years.

Any responses I type on here are my own personal view, and do not reflect the view of Services Australia. Please don’t post any personal information or questions specific to a claim you have lodged, as there are official social media channels for that.

I’m taking a risk by starting this post (as social media guidelines for employees are a bit of a minefield to say the least), but I wanted to help give more of an insight into what working for Centrelink is like, and what some of our processes are behind the scenes.

I of course won’t be able to prove that I work for Centrelink in order to protect my identity, so I will let my answers speak for themselves.

Thanks all.

Update - I can’t remove the “associated” label - but please remember that all answers are unofficial and are not spoken on behalf of Services Australia.

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closed Comments

  • Taegukgi on 09/04/2020 - 08:02
    +7

    Hi mate, whatever you do, remember the APS code of conduct.

    • Associatedcentrelinkemployee @ Services Australia on 09/04/2020 - 08:08

      Thanks dealbot. I certainly will.

      • mini2 on 09/04/2020 - 09:49
        +1

        Not just the code of conduct, I'm afraid there's 2 more - APS Values and the Social Media Guidance.

  • Mentallysick on 09/04/2020 - 08:18

    i lost my job due to covid19. i will get back the job once this pandemics finish. My employer has not responded regarding my jobkeeper query. not even sure if they are applying for one. they are eligible. they have not been telling anything to us. Can i do anything abouit it? is it not compulsary for them to claim jobkeeper if they are eligible? why do you think they are hesitant to claim?
    I like jobkeeper as they pay more money than jobseeker.

    • Kaz0551 on 09/04/2020 - 08:31
      -1

      JobKeeper is taxable, JobSeeker is not.

      • [Deactivated] on 09/04/2020 - 08:34
        +3

        Jobseeker is taxable…
        Seems you're on the fake news bandwagon

      • Donaldhump on 09/04/2020 - 08:57
        +2

        on what planet is jobseeker not taxable

    • Associatedcentrelinkemployee @ Services Australia on 09/04/2020 - 10:25
      +1

      Hi Shelby17. Please be aware that the Job Keeper payment is not being delivered by Centrelink.

      https://www.business.gov.au/risk-management/emergency-manage…

      This link has some more information.

  • The tiger on 09/04/2020 - 08:41

    Thanks for you offer to give “insight into what working for Centrelink is like”.I am an age pensioner and own some shares and these have been reported and recorded by Centrelink. My repeated problem is whenever my shares are disposed off or have bought new ones through market, I have to report to Centrelink and the hassle of going to report these in person to Centrelink from time to time is really a nightmare: waiting for hours is no uncommon. I tried to send the changes by posts and later followed by registered post ( cost me $5.00 each time) just to make sure they got my letters . But often I find they never do a good job as later I would queried about the changes - obviously they did not perform the changes on my advice by my letters. Now tell me is there a better and easier way for me to solve this type of problem. I am over 80 and hate to drive now. Thanks for whatever advice you can give.

    • [Deactivated] on 09/04/2020 - 08:43

      Just dont tell them until they ask.

    • randomusername2017 on 09/04/2020 - 08:53

      Aren't you able to do this via mygov?

    • Chandler on 09/04/2020 - 10:11

      is there a better and easier way for me to solve this type of problem

      Don't vote for politicians who gut social services behind the scenes.

      And as randomusername2017 said - are you able to do this online?

    • Associatedcentrelinkemployee @ Services Australia on 10/04/2020 - 10:24

      I’ve replied to your most recent message. Doing this update online is definitely an option.

  • RM on 09/04/2020 - 08:52

    My partner works PT at child care - usually 37.5 hours a week. Her hours are now reduced by 20% - is she eligible for Job Keepers through her employer?

    • Associatedcentrelinkemployee @ Services Australia on 09/04/2020 - 10:20

      Hi RM. The Job Keeper payment is not being delivered by Centrelink. She would need to speak to her employer about this. https://www.business.gov.au/risk-management/emergency-manage…
      This link has some more information.

    • jackthefrost on 14/04/2020 - 13:15

      Why she not convert to FT before? That's essentially FT hours. 38 a week.

      • RM on 14/04/2020 - 14:15

        That's how they do…get people to work FT (almost) without any additional benefits (that may come along, if any).

        Even at the time of hiring, she did say that she is after a FT role but they stated company policy.

  • theHMASfriendship on 09/04/2020 - 08:57

    If you were stranded on an island with only three items, what would they be?

    • Donaldhump on 09/04/2020 - 08:58
      +4

      scomo, pauline hansen, and pete murray

      • theHMASfriendship on 09/04/2020 - 10:41
        +1

        Sorry, my question wasn't who you'd f***, marry, kill. But an interesting answer nonetheless.

        • Donaldhump on 09/04/2020 - 11:52
          +2

          id marry scomo, he would have a good pension
          id give Pauline one,
          so guess im killing Pete Murray

  • seraphim2017 on 09/04/2020 - 09:07

    Why does Centrelink not have an e-mail address, only fax or bringing documents in? They've 'lost' 3 sets of documents so far.

    Every other Government department has an e-mail address that I can think of, except Centrelink?

    Second Question, are Centrelink systems designed/staff coached, to prevent access to things, or have we just been unlucky in our dealings so far?

    You must be pretty busy right now so thanks for the AMA in your downtime!

    • Associatedcentrelinkemployee @ Services Australia on 09/04/2020 - 17:35

      Hi Seraphim. The other option available to provide documents is by uploading them online. The agency is really wanting to encourage documents being provided this way as it really makes things a lot easier for our processing staff. I get that online services can have some issues at times, but the majority of the time the upload document feature works quite well. I think the barrier to an email address is that it would absolutely swamped with messages, and it would take a lot of time finding out which messages belonged to what account.

      Suggestions can be provided here https://www.centrelink.gov.au/custsite_feedback/feedback/fee… as another option for passing on ideas.

      You have definitely been unlucky. The three times you tried providing your documents, what methods did you use? Fax? Or did you provide them in person?

  • burningrage on 09/04/2020 - 09:17
    +1

    Just want to say thank you for your service in this trying times.

  • [Deactivated] on 09/04/2020 - 09:27

    There were a lot of vagrants wearing 80s World Series Cricket shirts in the dole queues on TV. What proportion, in your estimation, of new dole applications are unemployables wanting the double dole cash splash?

  • EightImmortals on 09/04/2020 - 09:37

    I have an old mate who is unable to read his attachments in his centrelink inbox, they should be coming through as .PDF's but they are just listed as 'file' with no extension. I tried the online help robot but it was bloody useless. Do you have nay idea why they are not being sent as .PDF's?

    • DeepHorizon on 09/04/2020 - 09:45

      Download them and rename with .PDF as the extension, or open them from Acrobat

      • EightImmortals on 09/04/2020 - 09:47

        Yup that's what I did but the guy is in his 80's and not keeping up that well.

    • Associatedcentrelinkemployee @ Services Australia on 09/04/2020 - 20:05

      Is he using a computer, laptop or phone to read his letters? It could possibly be linked to an outdated browser or PDF reader. If it’s neither of those then calling the myGov help desk on 132307 would be your best bet. They can escalate things further if troubleshooting doesn’t work. That number is available on the weekend also.

      • EightImmortals on 09/04/2020 - 20:25

        OK cheers, his computer is up to date and the files can be read if I tack the .pdf extension on the end. It's just a bit confusing for him due to his age. Cheers

  • chumlee on 09/04/2020 - 09:47
    +1

    Have you met robodebt yet? Does it look like dexter from perfect match?

    • happydude on 10/04/2020 - 09:44
      +2

      I shit you not - there was a robodebt cartoon character used internally.

      He was called Cupi. An acronym of Check and Update Past Income.

      He was a (profanity) smiling and happy calculator!

  • Briefcase Mong on 09/04/2020 - 10:11

    What's your salary ?

  • LuffyTuffyFluffy on 09/04/2020 - 10:36

    I'm surprised there isn't a deluge of q's.

    • sparkles on 09/04/2020 - 11:15
      +8

      They are all still sitting listening to hold music.

  • popsiee on 09/04/2020 - 10:43

    Is there any estimate of those who qualify for payments but don't seek it ?

  • AdosHouse on 09/04/2020 - 10:50

    If I have been stood down in my salary tavern job, am not eligible for JobKeeper, but I manage to get about 12 hours a week at Woolworths, am I still eligible for JobSeeker to top it up to $550/week?

  • specks on 09/04/2020 - 11:26

    Those who have youth allowance, are they eligible for jobseeker? How much would the receive?

    • Associatedcentrelinkemployee @ Services Australia on 09/04/2020 - 19:56

      Hello. If a person is on youth allowance job seeker then they would be under 22 years of age, which means they would not meet the age requirements for the job seeker payment. If a person is on youth allowance student they could test their entitlement for the job seeker payment but they would have to be willing to look for full time work. The services Australia website has information on the payment rate. The extra $550 for the Coronavirus supplement for eligible customers starts from 27/04/2020.

  • The tiger on 09/04/2020 - 21:03

    Hi, Associated I Centrelink employee ,
    Would you render me a reply to my above query.One more thing : is the reply from Pierrifranklin is right. He said “ Just dont tell them until they ask“.? I would be too happy if he is right. I am over 80, and indeed a bit confused by him. Thanks for a constructive reply.

    • Associatedcentrelinkemployee @ Services Australia on 10/04/2020 - 10:21

      Hello the tiger. The reply from Pierrifranklin is definitely not accurate. You have an obligation to notify when your assets change. Notifying of updates via mail can take longer to result in an update as it has to be allocated to a processing staff member, and normally there are a large number of documents needing to be processed. The best way for you to make the update would be online. If you don’t feel comfortable with computers it could be an option to appoint someone as a correspondence nominee. This means that someone else would be able to act on your behalf. That person could then get setup with online nominee access, and could try to make those updates online on your behalf. You would need to complete a SS313 to appoint a correspondence nominee, this form can be downloaded from the services Australia website. Otherwise faxing the document could be an option, this is faster and cheaper than registered post, but of course requires that you have access to a fax machine. I hope this helps somewhat.

  • DarthAntz on 10/04/2020 - 09:48

    How much and how often do you study for your job/role? You have a wealth of information gained from your service, and I suspect its ongoing. Is it done formally, or are you given a book/documents to read on a regular basis?

    How long does it take before you or a person at your level of skills and knowledge can contribute to policy and improve how the organisation contributes to service and recommendations?

    • Associatedcentrelinkemployee @ Services Australia on 11/04/2020 - 18:54
      +1

      Hi DarthAntz. There are updates that we have to read on a daily basis, normally before our shift starts. At least 5% of our working time is used for learning and development (this is in our agreement). Sometimes there is more formal training scheduled if it’s necessary (this makes up part of he 5%). This normally involves self paced training packages, but other times there can be virtual training (where a trainer runs a training session over the phone, and everyone have access to the training material at the same time).

      Normally a person can help to improve things internal by providing feedback to the procedures we use. There is also the ability for staff to provide suggestions internally. How long it takes for a person to do this varies, but basically if someone has a good idea, no matter how long they have been working with us for, there is a way for them to express that idea. The agency is really proactive with encouraging staff to provide suggestions and feedback to help with continuous improvement with everything we do.

      • DarthAntz on 11/04/2020 - 21:10

        Awesome response. You give a lot of faith to the system. Thanks for taking the time to do this AMA

  • The tiger on 11/04/2020 - 09:52

    Hi Associated Centelinkemplyoyee,
    Thanks for your constructive reply . I would try to use the faxing method then,Heaps of thanks.

  • Chauchau on 11/04/2020 - 16:21

    If you're already receiving payments via jobseeker or youth allowance for example what further steps do you have to take to receive the extra $550? Will this show up as a future payment on centrelink?

    • Associatedcentrelinkemployee @ Services Australia on 11/04/2020 - 18:41

      Hi Chauchah. If you are eligible for the Coronavirus Supplement there is nothing you have to do to receive this. It will start automatically. It will commence from 27/04/2020. I’m not sure when it will show up as a future payment, but I think it’s likely that it won’t show until it has actually been released by us. The below link has some additional information about the supplement.

      https://www.dss.gov.au/about-the-department/coronavirus-covi…

  • obsid on 15/04/2020 - 10:36

    Hi Associate,

    Got outstanding task for my JobSeeker application, it's saying i need to upload 2 documents, i did upload them 3 times however it keeps saying it's outstanding..

    I then tried to call Centrelink but always said call later… this morning i called at 8am, waited for around 40mins music finally got to the connecting tone but got cut off….. called again straightaway and it starts the "call later" loop…

    please can you advise if i've already uploaded the required documents but it's still showing outstanding task what should i do?

    many thanks!

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