1. Access & Equity for Tribunals AIJA Conference – June 05

2. Outline Two Objectives 1. Identifying user needs 2. Improving user participation Four Examples 1. Applicant feedback strategy 2. Communication strategy 3. Administrative arrangements strategy 4. Disability strategy

3. An access & equity perspective reminds tribunals to focus upon user’s needs and issues –making it easier for users to find and enter –making it easier for users to get fair treatment and full benefit

4. An access & equity perspective contributes to improving a tribunal’s –communication –responsiveness –effectiveness –accountability

5. An access & equity perspective should be embedded in a tribunal’s –culture –charter –corporate plan –management agendas

6. Objective 1: Identifying user needs Physical Psychological Social & Cultural Organisational

7. Objective 2: Improving user participation Receiving information - listening to and learning from user’s experiences Giving information –Adequacy of the messages –Effectiveness of the transmission Practical improvements to delivering quality client services

8. Example 1: Applicant feedback strategy Value Creation Workshops –Workshops held in each state –110 former applicants – 55 unsuccessful, 34 successful, 11 partly successful, 10 outcome not known Areas of satisfaction –Ease in applying –Respect of staff –Members listened well

9. Example 1: Applicant Feedback Strategy Areas of dissatisfaction –Information about the tribunal and the hearing procedure –Information about how to prepare for the hearing or where to obtain assistance –Difficulty in understanding the Centrelink papers given to them –Having a positive experience and then receiving an adverse outcome

10. Example 2: Communication strategy Communication strategy statement –guiding principles –strategic aims –communication channels Review of paper communications –letters & information sheets –guidelines for common review types –appeal form

11. Example 3: Administrative arrangements strategy Administrative Arrangements Agreement- Centrelink and the SSAT –part 1: terms –part 2: 8 schedules –Attachment to Schedule 4: Task Cards AAA compliance surveys Area liaison & feedback meetings –statistical feedback –commentary on ARO performance re statements of reasons

12. Example 4: Disability strategy Aim –To give users – applicants, employees, contractors, etc. - a similar level of access as those without a disability Strategies for different roles –Provider –Employer –Purchaser

13. Example 4: Disability Strategy Realistic & achievable outcomes –amendments to letters, forms & selection documentation re responding to special needs –audio CDs & TTY service –disability awareness training for members and case managers –case manager contact checklist –checklist for assessing hearing venues –reasonable adjustment guidelines for managers –guidelines for relocation and/or leasing arrangements

14. That’s it folks Thanks for listening