Services Australia is always ready to help in an emergency situation whether something happens locally or internationally.
Over the last 16 years, we have responded to over 150 emergencies. These include floods, fires, cyclones, tsunamis, the COVID-19 pandemic, and acts of terrorism.
We’re well-versed at supporting the community during these times, with our staff always ready to help.
In the Geelong Smart Centre, our 24/7 emergency operations team offers around-the-clock support. No matter what time a customer contacts us during an emergency the team will be there to take the call.
‘We’re always ready to help where needed, whether it be on the telephones or processing claims,’ said Belinda, Geelong Smart Centre Service Manager.
The team also gives overnight support to our most vulnerable customers, as well as myGov and Online Self Service telephony support until midnight. This can be especially helpful for customers in remote communities who use our services at all hours of the day.
In Canberra, our 24/7 operational response capability operates out of the Services Australia Operations Centre. The Centre consists of 40 monitoring dashboards that deliver real time information on interactions we have with our customers. Here we identify impacts and interruptions to our services, as well as monitor demand in our service centres, on the phone and online.
For customers, this means we can see what is happening across the country, allowing us to redirect resources and assist customers quickly.
We’re here to support the community through difficult times and get people the help they need, when they need it.