Department of Human Services 2016-17 Annual Report

1 Annual Report2016 OF Human SERVICESIIThis Annual Report was prepared in accordance with the Resource Management Guide No. 135 Annual reports for non-corporate Commonwealth entities issued by the Department of Finance in July 2016. The main purpose of the Report is to describe the Department s activities during 2016 17, reporting on the performance and financial information presented in the 2016 17 Department of Human Services Portfolio Budget Statements, and the 2016 17 Department of Human Services Portfolio Additional Estimates Statements. It aims to provide readers with a useful and informative picture of the Department s performance during 2016 : 1832-8792 (Print)ISSN: 1838-2452 (Online)COPYRIGHT STATEMENT Commonwealth of Australia 2017 This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may be reproduced by any process without prior written permission from the Commonwealth. Requests and enquiries concerning reproduction and rights should be addressed to the Annual Report Coordinator, Governance Branch, Whole of Government Coordination Division, Department of Human Services , PO Box 7788, Canberra BC, ACT, 2610 INFORMATION If you have any feedback or queries regarding this Annual Report , or you would like a copy of the Report , please contact: Annual Report CoordinatorGovernance BranchWhole of Government Coordination Division Department of Human ServicesPO Box 7788 Canberra BC, ACT, 2610 Email: Annual Report is available online at speak to the Department in languages other than English please call 131 you are deaf or have a hearing or speech impairment please call 1800 810 586 (a TTY phone is required to use this service).

2 More information about the Department of Human Services is available at and on social media at: THE COVER ARTWORKThe artwork on the front cover was developed with the input of departmental staff to recognise National Reconciliation Week 2017, commemorating 50 years since the 1967 referendum, and 25 years since the High Court s 1992 decision of Mabo v Queensland (No 2). The concentric circles represent the range of payments and Services the Department delivers to millions of people across Australia. The Department is committed to fostering and promoting reconciliation and will take the next steps to build opportunities for, and strengthen relationships with, Aboriginal and Torres Strait Islander Report 2016 17 IIICONTENTSSECRETARY S REVIEW XOUR Services XOUR TRANSFORMATION XIOUR PEOPLE XIILETTER OF TRANSMITTAL XIVPART 1 Departmental Overview OUR Department 2 PURPOSE 2 OUTCOME AND PROGRAM STRUCTURE 2 GENERAL ROLE AND FUNCTIONS

3 PORTFOLIO STRUCTURE 4 THE MINISTER FOR Human Services PORTFOLIO ENTITY 5 AUSTRALIAN HEARING OVERVIEW OF THE Annual PERFORMANCE STATEMENT FOR 2016 17 EXTERNAL AWARDS BUDGET 2017 18 EXECUTIVE RESPONSIBILITIES AT 30 JUNE 2017 ORGANISATIONAL STRUCTURE AT 30 JUNE 2017 12 PART 2 Service Delivery HOW THE Department DELIVERS Services 16 FACE-TO-FACE 16 PHONE Services 19 ONLINE 22 Department OF Human Services TO THE COMMUNITY SOCIAL SECURITY 30 CLAIMS PROCESSED 30 FAMILIES 31 PEOPLE WITH DISABILITY AND CARERS 33 OLDER AUSTRALIANS 34 JOB SEEKERS AND STUDENTS Services TO THE COMMUNITY HEALTH AND AGED CARE 41 MEDICARE 41 HEALTH PAYMENTS

4 AND Services 47 REPORTING UNDER THE Human Services (MEDICARE) ACT 1973 CHILD SUPPORT Services FOR PEOPLE NEEDING OTHER SUPPORT 72 SUPERANNUATION PROGRAMS 72 VULNERABLE PEOPLE 73 SOCIAL WORK Services 76 RURAL Services 79 INDIGENOUS PEOPLE 81 MONEY MANAGEMENT 84 ANCILLARY Services AND SUPPORT

5 90 MULTICULTURAL Services 93 EMERGENCY RESPONSES 96 CURRENT EVENTS COMPLIANCE AND BUSINESS INTEGRITY 105 PAYMENT ACCURACY AND CORRECTNESS 105 IDENTITY MANAGEMENT AND SUPPORT 106 HELPING PEOPLE MEET THEIR OBLIGATIONS 106 POTENTIAL OVERPAYMENTS 108 DEBT MANAGEMENT 109 TASKFORCE INTEGRITY 110 PUBLIC TIP-OFFS 111 SERIOUS NON-COMPLIANCE AND FRAUD 111 Annual Report 2016 17 VPART 3 Transformation and Technology reform OF SERVICE DELIVERY 118 WELFARE PAYMENT INFRASTRUCTURE TRANSFORMATION INFORMATION AND COMMUNICATIONS TECHNOLOGY 122 SERVICE STABILITY 122 TELSTRA CONTRACT 122 ICT SUPPORT FOR OTHER GOVERNMENT AGENCIES

6 123 PROVIDER DIGITAL ACCESS 124 HIGH DEFINITION VIDEO CONFERENCING PILOT CYBER SECURITY 125 PART 4 People EMPLOYEE ENGAGEMENT 128 STRATEGIC WORKFORCE PLANNING 129 PEOPLE CHANGE MANAGEMENT 130 JOB PLACEMENT SCHEME LEARNING AND DEVELOPMENT 131 ENHANCED SERVICE DELIVERY CAPABILITY 131 INDUCTION PROGRAM 132 DIGITAL TECHNOLOGIES 132 LEADERSHIP AND MANAGEMENT DEVELOPMENT STAFF DIVERSITY 133 WORKPLACE DIVERSITY AND INCLUSION 133 CULTURAL AND LINGUISTIC DIVERSITY 133 ICT SUPPORT FOR GREATER ACCESSIBILITY 134 EMPLOYMENT OF PEOPLE WITH DISABILITY 134 TRAINING FOR PEOPLE ON THE AUTISM SPECTRUM 136 OTHER DIVERSITY INITIATIVES RECONCILIATION 137 EMPLOYMENT OF ABORIGINAL AND TORRES STRAIT ISLANDER PEOPLES 138 SUPPORT FOR ABORIGINAL AND TORRES STRAIT ISLANDER EMPLOYEES

7 VOLUNTEERING AND COMMUNITY ENGAGEMENT 141 WORKPLACE GIVING 141 CHARITY FUNDRAISING 141 Department OF Human MANAGEMENT OF Human RESOURCES 142 DEPARTMENTAL CULTURE 142 ETHICS AND VALUES 142 STANDARDS OF BEHAVIOUR 142 PERFORMANCE MANAGEMENT 143 RECRUITMENT 143 APPRENTICES, CADETS AND GRADUATES 144 INDIGENOUS APPRENTICESHIP PROGRAM 144 ICT APPRENTICESHIP PROGRAM 144PM&C S INDIGENOUS CADETSHIP PROGRAM 144 NATIONAL GRADUATE PROGRAM 146 RECOGNISING EXCELLENCE 146 INJURY MANAGEMENT.

8 WORK HEALTH AND SAFETY 147 INDIVIDUAL FLEXIBILITY ARRANGEMENTS 150 WORKFORCE AVAILABILITY CARER RECOGNITION ACT 2010 AND DISABILITY REPORTING 152 OBLIGATIONS OF ALL PUBLIC SERVICE AGENCIES 152 PEOPLE WITH DISABILITY 154 MORE INFORMATION 154 PART 5 Governance and Accountability GOVERNANCE 156 GOVERNANCE COMMITTEE FRAMEWORK 156 PROGRAM AND PROJECT MANAGEMENT 158 PUBLIC INTEREST DISCLOSURE ACT 2013 159 MANAGING INTERNAL FRAUD 159 BUSINESS CONTINUITY 160 REGULATORY reform AGENDA 160 INFORMATION MANAGEMENT 161 SAFEGUARDING PRIVACY 161 COMPENSATION FOR DETRIMENT CAUSED BY DEFECTIVE ADMINISTRATION 162 CORPORATE RECORDS MANAGEMENT 162 RISK MANAGEMENT

9 163 INTERNAL AUDIT 164 Annual Report 2016 ANAO ACCESS CLAUSE EXTERNAL SCRUTINY 166 EXTERNAL AUDITS: AUSTRALIAN NATIONAL AUDIT OFFICE 166 COMMONWEALTH OMBUDSMAN 167 PARLIAMENTARY INQUIRIES 169 REVIEWS OF SOCIAL WELFARE PAYMENT DECISIONS 170 REVIEWS OF CHILD SUPPORT DECISIONS