NATASHA ROBERTS

I work collaboratively with CTPO’s (Community and Third-Party Organisations) to identify and support people experiencing extreme vulnerability and complex issues.
Through collaboration with CTPO’s, I assess and tailor outreach services, provide promotion and education sessions, identify challenges and barriers to improve service delivery, and ensure a coordinated customer centric approach for best outcomes.
I provide support to customers away from Services Australia premises at CTPO’s, based on need at:
• mental health facilities
• general crisis and support services
• specialist accommodation services
• youth services
• drug and alcohol services
• family and domestic violence services
• organised meeting places.
to help understand their payments, obligations, and suitability to uptake our self-service options to remain independent within our community.

I provide tailored services to incarcerated customers who require an elevated level of coordinated assistance for a period of time for both Centrelink and Medicare programs. My work is complex, requiring ongoing stakeholder engagement and a tailored servicing approach. I have specialised knowledge, training, and skill tags to undertake specific activities and payment processing to provide a simple, transparent, respectful and helpful service, to support individual needs and best customer outcomes.

* Compliance activities

* Customer complaints and appeals

* Jobseeker Payment / Youth Allowance

* Family Tax Benefit / Parenting Payment

* Child Care Subsidy

* Disability Support Pension / Manifest Escalations

* Crisis Payment

* ABSTUDY Lawful Custody Allowance processing

* Debt Raising / Write Off

* Medicare Enrolments/ Updates

* Quality Management Officer / Quality Check access

* Contribute to the development of best practices within the team by sharing insights gained from daily interactions with customers