Stakeholder engagement for Child Support customers
We work with a range of different organisations to better support separated and separating parents, and their children.
Why we engage stakeholders
Engaging with stakeholders to support separated parents and their children is a key driver for us. Stakeholders provide advice and assistance to separated parents, and we encourage input about issues and opportunities to improve our processes and service delivery. We also invite stakeholders to help us develop and test new products and services. For example, the Me and My series and A kid’s guide to changing families include input from community service providers, advocacy groups, counsellors and separated parents and their children.
Who we engage with
Our stakeholders are anyone who helps us to support our customers. These include:
- Federal, state and local government departments and agencies
- advocacy groups
- the legal community
- support service providers and peak bodies
- professional associations
- special audiences.
A broad cross-section of our stakeholders are represented on the Child Support National Stakeholder Engagement Group (CSNSEG) and its state based equivalents Child Support State Engagement Group (CSSEG).
The CSNSEG operates as an advisory body on issues affecting separated or separating parents and their children. The group meets three times a year and is jointly managed by us and the Department of Families, Housing, Community Services and Indigenous Affairs (FaHCSIA). The CSSEG operates similar to CSNSEG.
This email newsletter provides tailored information for stakeholders. It's an update on events, products and information to assist you in supporting separated parents and their children.
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Getting in touch with us
Our Stakeholder Engagement and Outreach Team (SEOT) has broad experience with dealing with stakeholders at both a national and local level. Some of the priorities for SEOT are to:
- manage direct engagement with CSNSEG meetings in partnership with FaHCSIA and coordination CSSEG
- implement the Parliamentarian Stakeholder Engagement Strategy
- liaise with key stakeholders on emerging issues
- develop new stakeholder engagement channels and strategies
- provide stakeholder advice to other parts of the business assist with the collection of feedback from stakeholders for various projects when required
- implement the National Outreach Strategy
- develop a co-design framework
- improve child support services to Indigenous and Culturally and Linguistically Diverse customers.
Examples of stakeholder programs that SEOT participates in are the National Outreach Strategy and Local Connections to Work (LCTW). The newly developed National Outreach strategy targets disadvantaged or hard to reach customers with complex cases (i.e. customers whose needs are not met via the phone or online channels for reasons including language, culture, physical abilities or location), debt collection or correction needs through face-to-face service delivery.
You can contact SEOT by emailing firstname.lastname@example.org