Our staff have shown adaptability and commitment as the COVID-19 pandemic has unfolded over these past few years. They've risen to the challenge of the pandemic and multiple emergencies to help the Australian community.
We process hundreds of millions of claims a year in our everyday business, so when disaster strikes, we need a surge response to meet the temporary increase in claims. These claims are largely from people needing urgent financial support.
Since the pandemic began, we've mobilised our surge response team multiple times.
In January 2022, they processed over 888,000 claims, compared to 317,000 in December 2021.
But in January, some of our customer service staff were ill or isolating due to Covid-19. So we had to look beyond the response team to help process claims quickly.
Following a call out for help, many of our staff who usually do other roles were able to support us in processing claims. Other agencies and departments across the Australian Public Service also banded together and put forward their own staff to help out.
Now, we are responding to the Queensland and NSW floods in the same way.
‘Volunteering was an easy decision. I knew people in our community needed the agency’s support and I wanted to help. Though it was different to my usual role, once I’d completed the required training I could immediately start processing claims.’ - Sarah, APS 6 officer
To further help with the demand, we developed an online claim form for customers. They could use this to lodge claims for Australian Government Disaster Recovery Payment and Pandemic Leave Disaster Payment.
Most customers are now claiming online. This means we can assess their claims more quickly, and provide the funds they need faster.