Joe Ludwig (Queensland, Australian Labor Party, Manager of Government Business in the Senate) Share this | Hansard source

Thank you, Senator Siewert, for that clarification. I am advised that a comprehensive training strategy has been developed for delivery to departmental and Centrelink staff and employment service providers. It is across the chain. This training includes the objective and features of the new employment services model, along with operational policy and IT systems training. Training will be delivered through a variety of mediums, including through face-to-face information sessions, web conferencing and self-paced e-learning options. Internal and external stakeholders were also actively involved in the development of training materials. The training will be undertaken in partnership with a broad communications campaign that includes specific information for job seekers, employers and employment providers on the new employment services arrangements.

When the legislation passes and these changes occur as part of the implementation, Centrelink will support the package by providing its staff—and this is highlighted in what I just said—with internal face-to-face and web based training packages. It wants to ensure that the front staff—that is, the customer service officers—have a high level of understanding of what is required of them, how to implement the package and its interaction with, to use some more technical language now, the EA3000. We talked to the job providers as well. The job providers will need to have a high level of understanding of how the new system will work. Finally, it will include information for job seekers so that they have a high level of understanding of what the obligations are and what the new system will require of them. Of course, I am not saying that the system will always be perfect. We support the appeals process as well. We do provide that information as well when there are issues that arise about how it is interpreted.