Members raise issues with Centrelink ARO targets

Thank you to all the AROs for making time to provide detailed feedback and authorise your union to act on your behalf. We look forward to meeting with Centrelink and putting forward your solutions to resolve the current problems with benchmarks.

Your feedback identifies top issues for ARO workers

AROs report that there are existing challenges in achieving the 1.2 benchmark and that an increased benchmark fails to recognise current problems with workflows, training, and staffing. AROs reflect they feel coerced by Centrelink to meet best practise of high performers’ targets without reasonable expectations on sustainable performance, varying complexity of cases, different methods of allocation, lack of training or support, and without identifying or sharing stories of “best practise”.

The key issues identified that are yet to be considered:

• Consideration for the complexity of cases allocated and differing levels of experience. Current arrangements do not provide extra time for less experienced AROs as the statistics rely only on completed cases.
• Training for new and existing AROs is ad hoc. Systematic and consistent training is required in policy and legislative changes.
• Mentoring is not valued or recognised with the time, workload and training required to build skills.
• AROs want increased opportunities to share experience or expertise across clusters which will deliver better consistency and effectiveness in decision making.
• Changes in technology and process have created poor workflow, making the job more difficult and time consuming, rather than easier or quicker. Tools such as RAMT and APL are limited or unworkable.
• Improve the employee resource base of AROs to allow relief for staff on leave. AROs are often swamped by work on their return from leave or your colleagues are under increased pressure during any absence. The negative affect on staff morale, health and wellbeing adds to unplanned leave, turnover and stress related claims.
• There is a prevailing lack of recognition for essential work not directly associated with finalising cases.

Overwhelmingly, AROS reflect a huge concern for effective decision making if the 1.5 cases per day is implemented. Any decrease in effective decision making and quality services directly affects customer contact, ministerial and Ombudsman contact and SSAT appeal and affirmation rates.

Concerns about your performance assessment?

Have you read our factsheet and completed the checklist for fairness?

Where to from here?

Centrelink have indicated that they are willing to meet to discuss the issues you have raised through your union. This is a positive step that we hope will result in recognition and value of the issues you have raised and the solutions you have proposed to improve workflow and workloads for AROs. Please share your views, by speaking with your Delegate or emailing Melanie.Booth@cpsu.org.au 

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