You’ve probably heard of our DSP Help and Social Security Debt Help websites, but did you know that since April 2023, SSRV has been working on the Leveraging DSP Help Project? It’s a project that involves us taking the learnings from the two websites, and expanding them, to further improve user outcomes. Here’s what we’re doing and how it can help you or a client you’re supporting.
The DSP Help Project began in 2020, using human-centred design and technology to develop a free online resource with information about the Disability Support Pension and tools people can use to help gather medical evidence in support of their application to the DSP. Our overall goal was to help people make better applications and appeals for the DSP.
Leveraging DSP Help was the next iteration of the DSP Help Project. We aimed to use the experience, skills, and resources SSRV had from that project to create a similar resource for people with Centrelink debts.
In 2023 we did just that. SSRV undertook a human-centred consolation process, and used this to design and develop a second website, Social Security Debt Help, which was launched in December 2023.
In 2024-2025, Leveraging DSP Help entered its second year. SSRV worked again to undertake a human-centre consolation process to further develop the online resource, and use our learnings from the first year to further develop the website. Importantly, we obtained feedback on the content and structure of the website, and the barriers preventing use and were provided with recommendations on how to improve the resource which SSRV is now reviewing.
We estimate that in the second year of the project, more than 2,000 people were reached through legal services, community legal education and through Social Security Debt Help.
In 2024-2025 the project delivered legal advice appointments, legal tasks, representation matters at the Administrative Review Tribunal, and representation matters at the internal review stage within Centrelink, as well as community legal education training sessions delivered to community workers including financial counsellors, social workers, disability advocates and others.
I have a Centrelink debt, what can I do?
As a first point of call, you can visit our website Social Security Debt Help. The website has general information about Centrelink debts and what you can do to address them. There is a chat-bot function that enables you to include specific information about your Centrelink debt and generates an information kit for you to download. If, after visiting the website, you need further information you can call our general intake line on (03) 9481 0299.
I’m a professional supporting a client with a Centrelink debt, what can I do?
Again, as a first point of call, we recommend that you visit our website Social Security Debt Help. You could use this as a resource with your client, for example, supporting them to complete the chat-bot information kit function, or you could refer your client to the website. If you are looking for further information on Centrelink debts or to refer a client to our legal advice service, you can call our worker helpline on 0419 793 65
