Operational Blueprint Document (lex 84624): Personalised Services 101-17021300. 1 Document Released In Part. LEX 84624 Sections Of The Act : Sections 22 And 47e(d) Exemptions : Section 47e(d)

Written by Claude Haiku 4.5 from the extracted text on 27 Feb 2026. It can miss or misread redacted and scanned pages. Check the source before relying on it.

Services Australia released an operational blueprint for its Personalised Services program, which provides dedicated case management for customers with complex issues, vulnerability concerns, or behavioral challenges. The document outlines the roles of Personalised Services Service Officers (PSSOs) and managers in managing difficult cases, including customers experiencing aggressive behavior, persistent complaints, or crisis situations. Key responsibilities include determining outstanding issues (privacy breaches, compensation claims, FOI requests), documenting special contact conditions, coordinating with specialist decision-makers, and facilitating customer self-management and external referrals. The program uses a "One Main Contact" arrangement and Managed Service Plan authentication protocols to streamline interactions. Significant portions were redacted under section 47E(d), limiting full visibility into operational procedures and decision-making guidelines.