Client Service Pilots through the Department of Human Services

Client Service Pilots through the Department of Human Services

Through the Veteran-Centric Reform Program, the Department of Human Services is running a series of scoping studies and pilots in collaboration with the Department of Veterans' Affairs (DVA) to look at ways it can enhance service delivery to the veteran community. These pilots are designed to complement DVA's existing face-to-face services, including Veterans' Access Network (VAN) offices. They will not replace or reduce VAN offices or any other DVA services or programs.

Mobile Service Centre Pilot

One of the projects involves using Human Services' Mobile Service Centres (MSCs) to provide additional information points for veterans and their families. The MSCs are 'offices on wheels' that travel to rural and regional locations throughout Australia.

As part of the pilot, DVA has trained MSC staff to deliver a veteran information service. This service will be available at all MSC visits during the pilot period from 1 March to 31 May 2018.

Human Services regularly updates details on the MSC locations. Alternatively, to check upcoming visits, go to their website and type 'mobile service centres' into the search field.

Assisted information service through Human Services Agents Pilot

Human Services uses face-to-face service providers, or Agents, at 348 sites across Australia to deliver services on its behalf. These Agents, for example, visitor information centres, help users with self-service facilities and finding information about government services and, in some instances, other local services.

For the DVA pilot, there are 17 Agents that will participate in the pilot. These Agents will provide prospective and current DVA clients with assisted access to information about veterans' services.

The pilot period for these new Agent services will run from 1 March to 30 June 2018.

The locations of the Agent sites participating in the pilot are listed in following table:

Participating Agent Sites

Location	State	Zone	Host	Address	Opening Hours
Pottsville Beach	NSW	North NSW	Intereach Limited	10b–12a Elizabeth St, Pottsville NSW 2489	8:30 to 13:30
South West Rocks	NSW	North NSW	Kempsley Neighbourhood Centre	9 Ocean Road, South West Rocks NSW 2431	8:30 to 15:00
Cootamundra	NSW	Southern NSW	Cootamundra Development Corporation Ltd	169a Parker Street, Cootamundra NSW 2590	9:00 to 15:00
Merimbula	NSW	Southern NSW	Australia Postal Corporation	5–7 Merimbula Drive, Merimbula NSW 2548	9:00 to 14:30
Amoonguna	NT	Northern Aust	Macdonnell Regional Council	Lot 61 White Gum Drive, Amoonguna, Alice Spings NT 0870	8:00 to 15:00
Belyuen	NT	Northern Aust	Belyuen Community Government Council	Cox Peninsula Rd, Belyuen NT 0822	8:00 to 16:30
Childers	QLD	Central QLD	Excel Care Australia	Walhallow Village, Childers QLD 4660	9:00 to 16:00
Tin Can Bay	QLD	Central QLD	Tin Can Bay Community Church	1 Buchanan St Tin Can Bay QLD 4580	8:30 to 13:00
Kuranda	QLD	Northern QLD	Ngoonbi Cooperative Society Ltd	Shop 2/40 Coondoo St, Kuranda QLD 4881	9.00 to 16:30
Boonah	QLD	South QLD	The Baptist Union of Queensland - Carinity	4 Little High St, Boonah QLD 4310	9:00 to 12:30
Kingscote	SA	South Australia	Hands On SA Ltd	22 Telegraph Rd, Kingscote SA 5223	10:00 to 15:00
Cowes	VIC	Eastern VIC	Phillip Island Community & Learning Centre	56 Church St, Cowes VIC 3922	9:00 to 13:00
Corowa	VIC	Northern VIC	Intereach Limited	109–111 Sanger St, Corowa NSW 2646	9:00 to 16:30
Yarrawonga	VIC	Northern VIC	Yarrawonga Neighbourhood House Inc	1 Hargrave Court, Yarrawonga Vic 3730	9:00 to 15:00
Castlemaine	VIC	West VIC	Castlemaine Community House Inc	65 Templeton St, Castlemaine VIC 3450	9:00 to 17:00
Collie	WA	West Australia	Nglang Boodja Council Aboriginal Corp	154–158 Forrest St, Collie WA 6225	9:00 to 17:00
Dongara	WA	West Australia	The Dongara Community Resource Centre	11 MoretonTerrace, Dongara WA 6525	9:00 to 12:00