Management of the Multicultural Servicing Strategy for the Delivery of Centrelink Services
- Tabled Date:
- Monday 18th June 2012
- Report Number:
- Human Services
- Department of Human Services
The objective of the audit was to assess the effectiveness of the management of the MSS for the delivery of Centrelink services. The management of the MSS was assessed against the following criteria:
- there are effective planning arrangements to identify and address the evolving needs of DCALB customers;
- service delivery arrangements meet the current needs of DCALB customers; and
- there are effective performance monitoring and reporting arrangements which are used to improve service delivery.
Around 20 per cent of the people receiving Centrelink services are identified as being from a diverse cultural and linguistic background (DCALB). DHS’ Multicultural Servicing Strategy (MSS) sets out the approach for delivering Centrelink services to DCALB customers. The MSS has four main components — Language Services, the Multicultural Services Officer program, Stakeholder Engagement Strategies and Employee Support Tools and Strategies.