Hello @LostAngel , and , @Judi9877 , @Gwynn
and others visiting this thread
I agree with and support the ideas offered by @Judi9877 and @Gwynn
Having, some years ago, worked in a department that had close connections with Centrelink, I can understand the reservations that people sometimes have about dealing with the Centrelink department.
'On the other hand', in my own recent dealings with Centrelink, I have noticed a significant improvement in the overall client-Centrelink staff relationship and service, so it appears to me that there has been additional staff training provided. Unfortunately, there are still issues with regard to the attitude of some individuals in the department who are 'front line staff' in some offices.
A story that comes to mind is of a fellow who came to me, in the department in which I worked, and said something along the lines of:
"I went and gave the information required to the Centrelink staff member, and told them what I needed. Nothing went according to how it should have worked."
Exactly what I said to him, I cannot write here. But the essence of what I said was something similar to the following:
"When you are talking with the person, it is wise to express your concern, and/or acknowledge your lack of knowledge about how things work, offer the information that you have and ask how you can address the issue of concern to you."
In this way you are asking for the assistance of the person with whom you are speaking. It is very likely that the person will offer the information that is already available to them, through the material to which they have access, and/or action the information that you, as the client have provided, in such a way as to help you achieve your goal.
After going back to Centrelink and proceeding in the manner that I had suggested, he returned to my office, almost bouncing through the door, and exclaimed something similar to the following;
"It worked, the person was so pleasant to me and everything has been arranged as it needs to be."
We often think about how the provision of customer/client services should be conducted, but it is also worth keeping in mind how we, as customers or clients, should act as consumers of services.
There was no trick involved in the situation that I describe above, it was simply a matter of applying good client/consumer engagement with the staff member/provider person.
However, there are times when it is appropriate to request the assistance of an advocate, social worker, or other client support service provider. You can also ask if the Centrelink office that you are attending may have a social worker available on the staff.
With the wish that your engagement with the department will be productive and conducted in a manner that allows you to feel positive about the process.
And With My Best Wishes
@HenryX
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