Centrelink’s Disability Action Plan
2010–2013
Table of contents
Foreword by Chief Executive Officer of Centrelink 3
Disability in the Australian community 4
Aim of the Disability Action Plan 4
Reporting and review 4
Commonwealth Disability Strategy 5
Definition 5
Sample of Centrelink’s achievements since 1999 7
Consultation 7
Feedback 9
Accessibility 9
Actions as a service provider 10
Actions as a purchaser 15
Actions as an employer 17
Foreword by Chief Executive Officer of Centrelink
Centrelink is an Australian Government statutory agency, delivering a range of Commonwealth services to the
Australian community, and serving Australia by assisting people to become self-sufficient and supporting those in
need.
Centrelink strives to create a workplace where individual differences are recognised and valued. The Disability
Action Plan will assist Centrelink to:
• eliminate disability discrimination from our work practices, facilities, and service provision, and
• provide effective, equitable and accessible services for all customers.
Centrelink recognises that people with disability have the same fundamental rights and should be offered the same
opportunities as other people to participate in the workplace and in their community. This Plan ensures Centrelink’s
compliance with the Disability Discrimination Act 1992, the Fair Work Act 2009 and the United Nations Convention
on the Rights of Persons with Disabilities.
Centrelink’s first Disability Action Plan was published in 1999, and has resulted in a number of initiatives being
implemented for our customers and employees.
The Department of Human Services, which includes the Child Support Agency and CRS Australia, Medicare
Australia and Centrelink will soon be one organisation under Service Delivery Reform, as announced by the Minister
for Human Services, Mr Chris Bowen MP on 16 December 2009.
A Human Services Disability Action Plan will be developed to continue to promote equality of access in the delivery
of services and information, the employment and training of our employees, and the way we regulate and manage our
environment.
In my role as the CEO of Centrelink, I entrust responsibility for the implementation of this Plan to all employees, but
especially our leaders. It is through leadership that the initiatives outlined in this Plan will be implemented.
I encourage all employees to support and deliver the actions and goals of this Plan.
Regards
Carolyn Hogg PSM
Chief Executive Officer
Centrelink
Disability in the Australian community
A disability is any condition that restricts a person’s mental, sensory or mobility functions. It could be caused
by accident, trauma, genetics or disease. A disability may be temporary or permanent, total or partial, lifelong
or acquired, and visible or invisible. The following are some statistics on disability in Australia1:
• Almost four million Australians have a disability. That’s one in five people.
• 2.2 million Australians of working age (15–64 yrs) have a disability.
• The majority of disabilities (88%) are not visible.
• Approximately 2.6 million Australians (14%) have a physical disability. Physical disabilities include respiratory
disorders (e.g. asthma), neurological disorders (e.g. multiple sclerosis, cerebral palsy, epilepsy), musculoskeletal
disorders (e.g. arthritis, spinal injuries), immunological disorders (e.g. HIV/AIDS), diabetes, kidney disease and
cancer.
• Over one million Australians have low hearing, and approximately 30 000 Australians are totally deaf.
• Approximately 300 000 Australians have low vision (i.e. not correctable by glasses), and around 20 000 are totally
blind.
• Approximately 2% or around 400 000 Australians have an intellectual disability.
• One in five Australians will experience a mental health problem at some point in their lives.
• In 2003, 53.2% of people with disability participated in the labour force compared to 80.6% of people without
disability.
• There are approximately 2.6 million carers in Australia—13% of the population.
Aim of the Disability Action Plan
The Disability Action Plan will assist Centrelink to comply with the requirements of the Disability Discrimination
Act 1992 and the Commonwealth Disability Strategy by highlighting and addressing our legal responsibilities as well
as identifying opportunities for best practice. The Plan also provides a framework for promoting and supporting the
principles of social inclusion.
Reporting and review
The Disability Action Plan has been developed to be in place from 2010–2013 or until superseded by a portfolio
Disability Action Plan developed to coincide with the integration of the Human Services Portfolio. The Disability
Action Plan Steering Committee will undertake an annual review against the performance measures. Centrelink will
report on performance of the Plan in its Annual Report as well as in the Australian Public Service Commission’s
State of the Service Report.
Commonwealth Disability Strategy
The Commonwealth Disability Strategy was introduced in 1994 as a planning framework to assist Australian
Government agencies to meet their obligations under the Disability Discrimination Act 1992.
Under the Commonwealth Disability Strategy, all Commonwealth Government agencies are obliged to remove
barriers which prevent people with disability from having access to policies, programs and services. The
Commonwealth Disability Strategy requires all Australian Government organisations to report data on their
performance.
Centrelink’s Disability Action Plan is based on the Commonwealth Disability Strategy Reporting Framework and has
been developed in line with the Human Rights Commission guidelines on developing Disability Action Plans.
Comprehensive consultation has been undertaken with employees, peak disability and carer’s advocacy groups and
other organisations including the Australian Employers’ Network on Disability.
Definition
Disability can result from accidents, illness or genetic disorders. Some people may have more than one
disability. There are many different kinds of disability. A disability may be visible or hidden, may be
permanent or temporary, and may have minimal or substantial impact on a person’s abilities. A disability
may affect mobility, ability to learn things, or ability to communicate easily.2
For the purposes of this Plan, Centrelink will use two definitions of disability. The first definition is from section 4 of
the Disability Discrimination Act 1992 and will be used in relation to Centrelink recruitment and retention initiatives,
customer service provision, and purchasing/procurement arrangements.
The definition of disability under the Disability Discrimination Act 1992 is:
a. total or partial loss of the person’s bodily or mental functions
b. total or partial loss of a part of the body
c. the presence in the body of organisms causing disease or illness
d. the presence in the body of organisms capable of causing disease or illness
e. the malfunction, malformation or disfigurement of a part of the person’s body
f. a disorder or malfunction that results in the person learning differently from a person without the disorder or
malfunction
g. a disorder, illness or disease that affects a person’s thought processes, perception of reality, emotions or
judgment or that results in disturbed behaviour; and includes a disability that:
i. presently exists
ii. previously existed but no longer exists
iii. may exist in the future (including because of a genetic predisposition to that disability)
h. is imputed to a person.
The second definition is from the Australian Bureau of Statistics 2003 Disability, Ageing and Carers Survey. This
definition is to be used for the collection of data and statistics.
A person has a disability if they report that they have a limitation, restriction or impairment, which has lasted or
is likely to last for at least six months and restricts everyday activities. This includes:
a. Loss of sight (not corrected by glasses or contact lenses)
b. Loss of hearing where communication is restricted, or an aid to assist with, or substitute for, hearing is
used
c. Speech difficulties
d. Shortness of breath or breathing difficulties causing restriction
e. Chronic or recurrent pain or discomfort causing restriction
f. Blackouts, fits or loss of consciousness
g. Difficulty learning or understanding
h. Incomplete use of arms or fingers
i. Difficulty gripping or holding things
j. Incomplete use of feet or legs
k. Nervous or emotional condition causing restriction
l. Restriction in physical activities or in doing physical work
m. Disfigurement or deformity
n. Mental illness or condition requiring help or supervision
o. Long-term effects of head injury, stroke or other brain damage causing restriction
p. Receiving treatment or medication for any other long-term conditions or ailments and still restricted
q. Any other long-term conditions resulting in a restriction.
A carer is an individual who provides care, support and assistance to a person:
a. with a disability
b. with a terminal or chronic illness
c. with a mental illness
d. who is frail aged.
Sample of Centrelink’s achievements since 1999
• Information on processes for review of actions, harassment and discrimination, and external grievance processes
are available electronically on Centrelink’s intranet site (CentreNet).
• Centrelink’s website has voice capabilities for people who have a low vision and/or find talking websites more
accessible.
• Letters and other information products are provided to customers in large print.
• Centrelink properties meet Australian Standards and are in line with the:
– Human Rights Commission’s Advisory Notes on Accessibility of Premises,
– Disability Discrimination Act 1992, and
– Building Code of Australia.
• Upon request and where possible, Centrelink’s People Development Branch provides alternative product versions
that are compatible with adaptive technologies, and advises on alternative learning solutions. Centrelink’s
Customer Service Charter was published in November 2006. The service charter is a public statement of our
commitment to excellence in customer service and it sets out our service delivery approach and commitment to
accessibility for people with disability.
• Centrelink has established a dedicated phone line to answer enquiries relating to Centrelink payments and services
for people with disability, illness or injury and for carers.
• Centrelink has established an Accessibility Steering Committee to address issues of accessibility, specifically in
relation to computer based technical aids.
• Nominees are able to conduct business online on behalf of the person for whom they are the nominee.
• Carer Awareness training has been developed for Centrelink Customer Service Advisers.
Consultation
The following external organisations were consulted in the development of this Plan:
ACE National Network—provides employment assistance and post placement support to people with a disability in
competitive environments. Visit http://www.acenational.org.au
Australian Council of Social Service—peak council of the community and social services sector. Visit
www.acoss.org.au
Allergies and Intolerant Reactions Association Incorporated—provides individual support and advocacy as well
as systemic advocacy for people with allergies and intolerant reactions. This includes people now identified as
suffering from multiple chemical sensitivities.
Australian Federation of Disability Organisations (AFDO)—the primary national voice to government that
represents the interests of all people with disability across Australia. The mission of AFDO is to champion the
rights of people with disability in Australia and help them participate fully in Australian life. Visit
www.afdo.org.au
Blind Citizens Australia—the united voice of blind and low vision Australians. Visit www.bca.org.au
Brain Injury Australia—a national advocacy organisation representing the needs of people with an acquired brain
injury, their families and carers. It operates through its state and territory member organisations. Visit
www.braininjuryaustralia.org.au
Carers Australia—the national peak body representing the needs and interests of carers. The members of
Carers Australia comprise the eight state and territory Carers Associations. Visit www.carersaustralia.com.au
Deaf Australia—the national peak organisation for deaf people in Australia. It represents the views of deaf people
who use Auslan (Australian Sign Language). Visit www.deafau.org.au
Koomarri—the leading service provider for people with a disability in Canberra and the surrounding NSW districts.
Koomarri supports people with a disability to lead full and abundant lives through achieving and maintaining
employment, and by living and participating in their communities. Visit www.koomarri.asn.au
Mental Health Association NSW Incorporated—offers information, education and advice about protecting mental
health, mutual support and advocacy services. Visit www.mentalhealth.asn.au
Mental Health Coordinating Council—the peak body for non-government organisations working for mental health,
providing leadership and representation on current issues. Visit www.mhcc.org.au
Mental Health Council of Australia—the peak national non-government organisation representing and promoting
the interests of the Australian mental health sector, committed to achieving better mental health for all Australians.
Visit www.mhca.org.au
National Association of People Living With HIV—the national peak organisation representing people living with
HIV/AIDS in Australia. Through leadership in advocacy, policy, education and prevention, NAPWA strives to
minimise the adverse personal and social effects of HIV/AIDS. Visit www.napwa.org.au
National Disability Services—represents services for people with disabilities and their families. Visit
www.nds.org.au
National Employment Services Association—the leading body representing organisations and individuals who are
directly engaged in the delivery of government contracted employment and related services to employers and job
seekers. Visit www.nesa.com.au
National Ethnic Disability Alliance—promotes the rights of people from non-English speaking backgrounds with
disabilities throughout Australia. Visit www.neda.org.au
People with Disability Australia—national peak disability rights and advocacy organisation, representing the
interests of people with all kinds of disability. Visit www.pwd.org.au
Physical Disability Australia—a national peak organisation acting as a change agent for the rights, views and beliefs
of all Australians with disability. Visit www.pda.org.au
University of NSW Disability Studies and Research Centre—promotes the participation of people with disability
in research work, research training, and other centre events. Visit http://dsrc.arts.unsw.edu.au/
Victorian Deaf Society—the primary source of reference, referral, advice and support for deaf adults in Victoria. It
is also the main provider of specialised welfare and communication services to deaf people in Victoria. Visit
www.vicdeaf.com.au
Vision Australia—works in partnership with people who are blind or have low vision and their families, to expand
the choices available to them. Visit www.visionaustralia.org.au
Welfare Rights and Legal Centre—independent not-for-profit, non-government community legal centre dedicated
to providing free legal advice and representation to individuals and community groups on tenancy, public housing,
social security and disability discrimination law. Visit www.welfarerightsact.org
The following internal stakeholders within Centrelink were consulted throughout the development of this Plan:
• People Capability Division
• People Services Division
• Education, Employment and Disability Programs Branch
• Education, Employment and Disability Network Branch
• Property and Environment Branch
• Business Process Design Branch
• Social Work Branch
• Communication Division
• Public and Corporate Law and Procurement Branch
• Testing and Release Management Branch
• Network Coordination Branch
• Strategy and Service Delivery Relationships Branch
• Seniors, Carers and International Branch
Feedback
Feedback on customer service and payments can be provided to Centrelink through telephone, mail, email, in person
or online messaging as detailed on the ‘Contact us’ page on Centrelink’s website.
If you wish to make a complaint about our service, you can either:
• telephone our Customer Relations line: Freecall™ 1800 050 004
• telephone the TTY (Text Telephone) Customer Relations service: Freecall™ 1800 000 567 if you are deaf or have
a hearing or speech impediment
• speak to a Centrelink Customer Service Adviser at any of our Customer Service Centres, or
• write to us (no postage stamp required) at:
Manager
Centrelink Customer Relations
Reply Paid 7788
Canberra Business Centre ACT 2610
You can choose to provide feedback to Centrelink anonymously.
Where we are unable to resolve a complaint to your satisfaction, we will explain why and let you know what other
options you have. These options may include:
• asking for a review of a decision (for more information visit the ‘Review and Appeals’ page on Centrelink’s
website), or
• contacting the Commonwealth Ombudsman.
Accessibility
Requests for this Plan in alternate formats can be made to diversity@centrelink.gov.au
Actions as a service provider
Principle—Centrelink promotes social inclusion by providing accessible services to customers.
Actions Measures Responsibility
Consultation will occur when developing service delivery • Feedback from customers and key stakeholders Education, Employment
solutions that impact on people with disability and carers. informs service delivery and implementation of and Disability Programs
initiatives Branch
Regular consultation is undertaken with key stakeholders
such as Centrelink’s Disability Reference Group. Strategy and
Relationships Division
Department of Families,
Housing, Community
Services and Indigenous
Affairs
Accessible products and services are available for people • Services and products are accessible to all Education, Employment
with disability. Disability Support Pension customers and and Disability Programs
provided in alternate formats where requested Branch
• CentreNet (Centrelink’s intranet) content updated Communication
and promoted to inform employees of Development &
availability of accessible products and services
Actions Measures Responsibility
for Disability Support Pension customers Management Branch
External Communication
Branch
Channel Development
Branch
Customer Service Advisers are trained in working with • Disability awareness training package Education, Employment
customers with disability. and Disability Network
• Disability awareness training is available to all Branch
Centrelink employees
Education, Employment
• Induction and leadership programs contain and Disability Programs
disability awareness information Branch
• Carer awareness package People Development
Branch
People Capability
Division
Seniors, Carers and
International Branch
Develop a process to electronically transfer Medical • Implementation on time (March 2011), on budget Education, Employment
Reports for Disability and Carer Payments to enable and meeting the government’s expected and Disability Programs
health professionals to electronically access, complete outcomes Branch
and transmit medical reports to Centrelink for customers
applying for, or receiving, Disability or Carer Payments. • Reduction in the need for customers to post their
medical reports to Centrelink or lodge them in
person
• Improving the availability and security of
medical information and provision of a
seamless service to Centrelink customers
• Improving the speed of decision making for
Disability and Carer Payments and Reviews
Work with Australian government departments to • More effective service delivery outcome for Education, Employment
influence policy. people with disability and carers, evident by and Disability Programs
policy department consultation with Centrelink Branch
in the costing process
Seniors, Carers and
International Branch
Budget Measure: Introduce scanning technology for • Implementation on time (1 July 2010), on budget Education, Employment
medical documents. Centrelink will be scanning all and meeting the government’s expected and Disability Programs
medical forms for customers creating an electronic outcomes Branch
medical file. Job Capacity Assessment Providers will
conduct assessments using electronic files rather than • Improved security and monitoring of medical Education, Employment
and Disability Network
Actions Measures Responsibility
using paper based information. information Branch
• Customer claims and assessments will be
processed more quickly due to the speedier
provision of medical information to Job
Capacity Assessors
Budget Measure: Implementation of a long-term • Implementation on time (6 March 2010), on Education, Employment
exemption from the activity test for people who are budget and meeting the government’s expected and Disability Programs
undergoing treatment or recovering from serious illness. outcomes Branch
This measure will allow customers suffering from and/or • Eligible customers will be granted an exemption Education, Employment
undergoing treatment for serious illnesses, such as from participation requirements for up to 12 and Disability Network
cancer/leukaemia, severe burns, severe physical injuries months Branch
and stroke, longer exemptions from their participation
and reporting requirements. Communication
Development &
This measure recognises that people with such grave Management Branch
illnesses cannot work, study, attend training or look for
work. External Communication
Branch
Budget Measure: Manifest category for Totally and • Implementation on time (6 March 2010), on Education, Employment
Permanently Incapacitated customers. budget and meeting the government’s expected and Disability Programs
outcomes Branch
Centrelink worked with Department of Veterans Affairs
and Families and Community Services and Indigenous • Customers who are receiving a Department of Education, Employment
Affairs on this measure. It ensures that veterans do not Veterans Affairs Disability Pension at Special and Disability Network
have to provide unnecessary medical reports to Rate (Totally and Permanently Incapacitated) Branch
Centrelink or undergo unnecessary Job Capacity and who claim Disability Support Pension, will
Assessments. be considered manifestly qualified Communication
Development &
Management Branch
External Communication
Branch
Budget Measure: Better and Fairer Assessment of • Implementation on time (1 July 2010), on budget Education, Employment
Disability Support Pension. and meeting the government’s expected and Disability Programs
outcomes Branch
Part 1. Introduction of a three year pilot for new
Disability Support Pension claimants. • Relevant and reliable data to inform government Education, Employment
on the best engagement strategy for Disability and Disability Network
This measure will introduce a three year pilot for 16 000 Support Pension recipients Branch
new Disability Support Pension grantees who have an
assessed work capacity of 8–14 hours per week. • Assist customers to take part in participation Communication
Centrelink will contact and monitor these customers at activity in line with their ability, and to explore Development &
grant, 3 months and again at 12 months. the financial and social benefits of working Management Branch
• Referring customers appropriately to a service of External Communication
assistance Branch
Actions Measures Responsibility
Budget Measure: Better and Fairer Assessment of • Implementation on time (1 July 2010), on budget Education, Employment
Disability Support Pension. and meeting the Government’s expected and Disability Programs
outcomes Branch
Part 2. Centrelink together with Department of Families,
Housing, Community Services and Indigenous Affairs • Centrelink’s products will place a greater focus Education, Employment
will develop a communication strategy to establish a on ‘ability’ and support services available to and Disability Network
national agenda on disability participation according to the customer Branch
customer capacity.
• Increased awareness of participation benefits for Communication
The aim is to increase awareness of participation benefits customers and employees Development &
for customers and staff. A suite of internal and external Management Branch
communication products will be developed to spread the
participation message and existing communication External Communication
products will be updated with similar information. Branch
Information will be made available to both staff and
customers and these will be available in alternative
formats.
Budget Measure: Better and Fairer Assessment of • Implementation on time (1 January 2012), on Education, Employment
Disability Support Pension. budget and meeting the government’s expected and Disability Programs
outcomes Branch
Part 4. Update Impairment Tables.
• The Impairment Tables used for Disability Education, Employment
Support Pension assessments will be reviewed and Disability Network
and updated to ensure they are consistent with Branch
contemporary medical and rehabilitation
practice Communication
Development &
Management Branch
External Communication
Branch
Budget Measure: Better and Fairer Assessment of • Implementation on time (1 July 2010), on budget Education, Employment
Disability Support Pension. and meeting the government’s expected and Disability Programs
outcomes Branch
Part 5. This measure will introduce the provision of
advice about services to support Disability Support • The successful provision of information Education, Employment
Pension recipients in maintaining work when they advise regarding services such as Disability and Disability Network
they have commenced employment. Employment Services Supported Wage Branch
Scheme, Jobs in Jeopardy program and the
Workplace Modifications scheme Communication
Development &
Management Branch
External Communication
Branch
Project: Improve servicing arrangements for customers • Implementation on time (1 July 2010), on budget Education, Employment
with mental health issues by changing the policy and meeting the government’s expected and Disability Programs
framework governing the assessment of eligibility for outcomes Branch
Actions Measures Responsibility
Disability Support Pension. • Successful consideration of feedback from Education, Employment
relevant disability groups and Disability Network
This measure will help a small group of customers with Branch
acute mental health conditions who are disengaged from • Customers receiving their correct entitlements
the health system, do not acknowledge their condition or Communication
its effects, and consequently do not claim Disability • Appropriate consideration and assessment of a Development &
Support Pension or seek Activity Test/participation customer’s medical information Management Branch
requirements.
External Communication
In certain cases the Centrelink registered psychologist Branch
Job Capacity Assessor may diagnose relevant conditions
without the requirement that the condition must have
previously been diagnosed and detailed on a Medical
Report Disability Support Pension.
Centrelink’s web page and CentreNet have equivalent • Biannual review of Centrelink’s web site Communication
text only version and are World Wide Web Consortium Development &
Compliant (W3C). Management Branch
External Communication
Branch
Products are available to meet the needs of diverse carer • Development of a DVD for Indigenous carers in Seniors, Carers and
groups. a range of languages for remote Indigenous International Branch
communities
Budget Measure: Improved Support for Carers • Introduce customised claim form Seniors, Carers and
International Branch
• Introduce appropriately targeted (based on risk)
review regime
• Introduce review of Carer Payment and Carer
Allowance simultaneously
Ongoing promotion to staff and customers of the • Ongoing staggered release of messages in Communication
availability of communications products in appropriate conjunction with relevant communications Development &
and alternate formats. frameworks/schedules within 6–8 months of Management Branch
implementation of Disability Action Plan:
External Communication
– General Manager message to Senior Branch
Executive Service Officers
People Capability
– message in Centrelink Update Division
– story in National Support Office News
– articles for Area Newsletters
• Review the promotion of communication options
to customers
Customers are able to complete and submit forms • All electronic forms compatible with Computer Channel Development
Actions Measures Responsibility
electronically. Based Technical Aids and available in Branch
appropriate and alternate formats where
requested Communication
Development &
• Carers are able to submit all forms electronically Management Branch
External Communication
Branch
Seniors, Carers and
International Branch
There will be regular consultation with key stakeholders • Appropriate engagement with key stakeholders Channel Development
from the Disability and Carer Sectors. Branch
• Feedback considered and incorporated where
appropriate Education, Employment
and Disability Programs
Branch
Education, Employment
and Disability Network
Branch
Seniors, Carers and
International Branch
Actions as a purchaser
Principle—Requirements of employees and customers with disability are addressed in all procurement and
purchasing Centrelink undertakes, including Information Technology.
Actions Measures Responsibility
100% of Centrelink premises and service delivery outlets • Annual review of Centrelink’s Area based Corporate Property
including newly leased and pre-commitment comply with property data and Environment
Australian Standards and: Branch
• Annual assessment of Centrelink’s Leasing
Australian Human Rights Commission Advisory Notes on the Suite Area Property
Accessibility of Premises Manager
• Centrelink’s property provider to ensure
Disability Discrimination Act 1992 compliance of new leases during market test Property Service
process Provider
Building Code of Australia
• Centrelink Agreement to Design Construct and
Lease requires all standards, Design
Guidelines and Performance Specifications to
be met
Area Property Managers, Fit out Managers and developers • A biannual review of Design Guidelines and Corporate Property
have up-to-date information on office design guidelines, Performance Specifications and Environment
Actions Measures Responsibility
including those, that impact on people with disability. • Design Guidelines and Performance Branch
specifications are kept current and available
online to Area Property Managers, Fit-out
Managers and Developers
All furniture is ergonomically adjustable as required and fit for • Current standards of furniture are to be Corporate Property
purpose. maintained and Environment
Branch
• Develop desks further to consider ‘sit-stand’ in
appropriate sites Property Manager
Fit out Manager
People Services
Division
Development of inclusions considered appropriate for • Hearing loops to be included in training rooms Corporate Property
employees with disability in offices. and where appropriate and Environment
Branch
• Consider and assess any requirement raised for
inclusion on a national and local level Area Property
Manager
Fit out Manager
Occupational Health
& Safety Adviser
Procurement of goods and services complies with the • Procurement policies, manual procedures and Procurement and
Disability Discrimination Act 1992, and is inclusive of the processes for procurement and purchasing are Contract
requirements of employees with disability. consistent with the Disability Discrimination Management Branch
Act 1992 and the Commonwealth
Procurement Guidelines People Capability
Division
• Feedback mechanisms are in place to address
concerns about the process of purchasing
goods and/or services affecting people with
disability
Utilise, where appropriate, the procurement procedures • 100% of procurement plans for covered Procurement and
exemption provision at Appendix A of the Commonwealth procurement will contain a clause for Contract
Procurement Guidelines (procurement of property or services consideration of Australian Disability Management Branch
from a business that primarily exists to provide the services of Enterprises in the first instance
a person with a disability). People Capability
Division
Provide information on obligations under the Disability • Provide two seminars annually to internal Procurement and
Discrimination Act 1992. clients Contract
Management Branch
Actions as an employer
Principle—Centrelink is committed to attracting, retaining and developing a diverse and inclusive workforce, and
supporting managers and employees to apply diversity principles in the workplace.
Actions Measures Responsibility
Centrelink will provide Computer Based Technical • Where required, employees are provided with People Support Branch
Aids to employees where required. Computer Based Technical Aids, including training
and ongoing support Workforce Planning and
Research Branch
Deputy Secretary
Information and
Communication
Technology
Compatibility with Computer Based Technical Aids • Report provided on products supported and level of Workforce Planning and
technologies will be addressed by IT systems, support provided to users of Computer Based Research Branch
software, and infrastructure design and build teams. Technical Aids
Deputy Secretary
Centrelink Chief Information Officer Instruction— • All IT build teams will ensure designs are compatible Information and
IT Testing in Centrelink approved in December with Computer Based Technical Aid technologies to Communication
2006 to be revised to ensure compatibility is comply with the revised Chief Information Officer Technology
assessed during accessibility testing of all IT Instruction Infrastructure
applications both customer facing and for
employees. • Reports and feedback from Office of Access
Technology includes feedback from Computer
Based Technical Aid users on accessibility
New software and hardware releases do not have • Where releases of new software and hardware impact Deputy Secretary
adverse effects on employees with disability. on employees with disability, problems are assessed Information and
and a workaround/resolution implemented in a Communication
timely manner Technology
Infrastructure
• Biannual report provided to Deputy Secretary
Information & Communication Technology on
issues encountered by people using Computer Based
Technical Aids due to software/hardware releases
including the Mean Time to Repair
Business process maps distributed electronically for • Modelling software compatible with Computer Based Channel Development
employee training and disseminating information. Technical Aids Branch
Centrelink’s web page and CentreNet are World • Biannual review of Centrelink’s web site Communication
Wide Web Consortium (W3C) compliant. Development &
Management Branch
All internal documentation is available • Biannual review of homepages and documentation Communication
electronically and in accessible formats where available on CentreNet in conducted Development &
technically feasible or if not an accessible Management Branch
Actions Measures Responsibility
alternative is provided.
Ongoing promotion to staff of the availability of • Ongoing staggered release of messages in conjunction Corporate
communications products in appropriate and with relevant communications Communication Branch
alternate formats. frameworks/schedules within 6-8 months of
Disability Action Plan implementation
– General Manager message to Senior Executive
Service Officers
– message in Centrelink Update
– story in National Support Office News
– articles for Area Newsletters
Connect with the Network of Employees with • Ensure needs of staff with disability are met Corporate
Disability to explore opportunities to ensure Communication Branch
corporate communications are accessible by all
staff.
Identify a ‘communication champion’ to monitor • Champion connected with the State communication Corporate
accessibility of communication products. team Communication Branch
Actions Measures Responsibility
Ensure a learner centred approach to meet • Individual needs are assessed to identify actions that People Development
individual learning needs and preferences. need to be taken to assist all staff to participate in Branch
learning and development programs
• Learning and development programs endorsed by the
People Development Branch will comply with
Computer Based Technical Aids where possible
• Report on percentage of programs that are accessible
and how will deal with those that are not
• A range of learning strategies will be identified where
Computer Based Technical Aids or alternative
formats are not available. These might include
workplace demonstrations, coaching, part time study
etc
• Number of complaints is nil. Provide guidelines to
presenters on accommodating requests for
Reasonable Adjustment
Centrelink certified trainers and facilitators support • Certified trainers and facilitators: People Development
all staff to participate in learning and development Branch
programs. – understand their obligations under discrimination
legislation to support staff to participate in Workforce Planning and
learning and development activity Research Branch
– understand and apply the principles of
reasonable adjustment, and
– understand and apply the learner centred
approach to identify individual learning
preferences, styles and needs.
All Managers, Team leaders and HR Practitioners • Develop an e-Learning Disability Awareness Training People Development
complete a Disability Awareness Training Program. Program for Managers, Team Leaders and HR Branch
Actions Measures Responsibility
Practitioners Workforce Planning and
Research Branch
• Induction and Leadership programs contain
information relating to Disability Awareness
Learning products are inclusive, free from • Instructional designers and developers understand People Development
stereotyping and use diverse images and examples. their obligations under Discrimination legislation Branch
Ensure retention of employees with disability. • Promotion of the ‘Coaching for Diversity’ program to People Development
employees who identify as having disability Branch
• Develop an e-learning disability awareness training Workforce Planning and
program for Managers, Team Leaders and HR Research Branch
Practitioners
• Induction and Leadership Program contain
information relating to disability awareness
Recruitment processes apply the principles of • Reasonable adjustment principles are imbedded in our Workforce Planning and
reasonable adjustment. recruitment & selection procedures, training and Research Branch
people handbook
Eliminate barriers for people with disability to • Maximise opportunities to provide employment People Development
participate in the workforce. opportunities (both short and long term) for people Branch
with disability.
Workforce Planning and
• Regular consultation with internal and external Research Branch
stakeholders to identify barriers to employment and
possible solutions
Ensure accessibility for users of Computer Based • Promote availability of Computer Based Technical Workforce Planning and
Technical Aids. Aids to employees, HR Units and Managers Research Branch
• Actively participate in the Accessibility Steering People Support Branch
Committee and the Accessibility Working Group to
ensure accessibility for users of Computer Based
Technical Aids
Employees with disability receive appropriate and • The Centrelink Agreement continues to provide Workforce Planning and
timely support. provisions that support employees with disability Research Branch
• Centrelink’s employment policies, procedures and General Managers across
practices comply with the requirements of the Centrelink
Disability Discrimination Act 1992
• Information and tools are accessible on People
Capability Division’s Disability CentreNet site
Actions Measures Responsibility
• Identify Disability Champions in Senior Executive
Service
• Staff have access to information that supports
employees with disability in Centrelink
• Mentoring and coaching programs are available to
staff with disability
ID044.1007