Community Engagement and Client Services Branch
Runs the front counters, the public phone line and the online enquiry channel, handles first-contact complaints and applications, organises community consultations and keeps communities, councils and peak bodies informed about programs in plain language.
What the team is accountable for
- Staff front counters and the public phone line
- Help applicants and providers use the portal
- Receive and register complaints and enquiries
- Organise consultations and community information sessions
- Maintain plain language public information
How we know it is working
Who works here
Jasmine Whitlock
Jasmine manages the front counters, the phone line and community consultations across the three offices and has worked in public sector client services for eleven years.
Bilal Rahimi
Bilal staffs the Melbourne front counter and phone line, registers complaints and enquiries and helps applicants use the grants portal, and has been with the department for eighteen months.
Where the work is recorded
Ministerial and Correspondence Tracker
Registers ministerial briefs, correspondence, complaints, freedom of information requests and public enquiries with due dates, owners and clearance status.
Grants Register
Records every grant application from receipt through assessment, decision, funding agreement, payment and acquittal across the four programs.
Compliance and Investigations Register
Tracks inspections, complaints about providers, incident reports and investigations with risk rating, officer and compliance action.
Assessment tasks in this department
Documents the scenarios use
- Complaints Handling Procedure Procedure
- Ethics and Conduct Policy Policy
- Privacy and Information Handling Policy Policy