‘Falling through the cracks’ is the Commonwealth Ombudsman, Allan Asher’s most recent
report which examines the difficulties people with a mental illness have, when they interact with our social security system.

‘Delivering services to people living with a mental illness is a challenge for government and non-government agencies,’ said Mr Asher, ‘particularly in the social security system which delivers payments and services to more than six million Australians every year, many of whom are affected by a mental illness.’

‘A recurring theme in complaints to us are about the activities that a person has to
undertake to maintain eligibility for payment and communication arrangements which don’t
adequately take into account the limitations posed by the customer’s illness,’ said Allan
Asher.

Many people complain to the Ombudsman’s office that they have to ‘retell their story to
each new person they encounter in the system’. The report recommends that this could be
reduced with good record-keeping.

‘Staff in the social security system generally do a good job of using the flexibility that is available to them to assist customers,’ said Mr Asher.

‘However my report makes eleven recommendations to improve policy and procedures to
equip and encourage staff to better match services and payments to customer
circumstances.

‘The recommendations also aim to reduce distress and the disadvantage that people with
mental illness problems encounter in the system,’ he said.

The Ombudsman’s investigation focused on key government agencies involved in
employment or social services including Centrelink, DEEWR and FaHCSIA as well as
contracted employment service providers.

The report identifies several key areas which need to be addressed if the social security
system is to engage more effectively with customers with a mental illness:

Download the report: Falling through the cracks—Centrelink, DEEWR and FaHSCIA: Engaging with customers with a mental illness in the social security system, September 2010—13|2010

Media contact: Media 02 6276 3759

Follow the Ombudsman on twitter: http://twitter.com/CwealthOmb

Date of release: 22 September 2010

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      22 Sep 2010: Falling through the cracks in the social security system

      ‘Falling through the cracks’ is the Commonwealth Ombudsman, Allan Asher’s most recent
      report which examines the difficulties people with a mental illness have, when they interact with our social security system.

      ‘Delivering services to people living with a mental illness is a challenge for government and non-government agencies,’ said Mr Asher, ‘particularly in the social security system which delivers payments and services to more than six million Australians every year, many of whom are affected by a mental illness.’

      ‘A recurring theme in complaints to us are about the activities that a person has to
      undertake to maintain eligibility for payment and communication arrangements which don’t
      adequately take into account the limitations posed by the customer’s illness,’ said Allan
      Asher.

      Many people complain to the Ombudsman’s office that they have to ‘retell their story to
      each new person they encounter in the system’. The report recommends that this could be
      reduced with good record-keeping.

      ‘Staff in the social security system generally do a good job of using the flexibility that is available to them to assist customers,’ said Mr Asher.

      ‘However my report makes eleven recommendations to improve policy and procedures to
      equip and encourage staff to better match services and payments to customer
      circumstances.

      ‘The recommendations also aim to reduce distress and the disadvantage that people with
      mental illness problems encounter in the system,’ he said.

      The Ombudsman’s investigation focused on key government agencies involved in
      employment or social services including Centrelink, DEEWR and FaHCSIA as well as
      contracted employment service providers.

      The report identifies several key areas which need to be addressed if the social security
      system is to engage more effectively with customers with a mental illness:

      • greater consideration of a customer’s barriers to communication
      • more training for staff to identify possible mental illness customers
      • encouraging customers to disclose a mental illness
      • better recording of information about a customer’s illness or barriers to engagement.

      Download the report: Falling through the cracks—Centrelink, DEEWR and FaHSCIA: Engaging with customers with a mental illness in the social security system, September 2010—13|2010

      Media contact: Media 02 6276 3759

      Follow the Ombudsman on twitter: http://twitter.com/CwealthOmb

      Date of release: 22 September 2010