Sue and Emma lend a helping hand
Victoria media release
Friday, 16 April 2010
Drought, natural disaster, economic change and isolation are just some of the issues faced by rural communities - issues that are only too familiar to Centrelink Rural Services Officer, Sue Mitchell, and Rural Social Worker, Emma Petersen. Both from farming families, Sue and Emma have lived and worked in rural communities for most of their lives.
This understanding of rural issues is being put to good use as the Echuca-based pair travel Victoria’s northern country district together, as part of a Centrelink visiting service.
"It’s about showing the community that Centrelink is not just a faceless bureaucracy – we both come from farms and live in rural communities. We can relate to what people are going through – we know it can be difficult," explains Sue.
"That’s right," agrees Emma. "We try to get out on the road as much as we can – that’s the point; we visit you. We know it’s not easy to take time out from farming to speak with Centrelink, so we’re trying to make it as easy as possible to do business with Centrelink."
Centrelink Rural Services Officers, like Sue, provide support to rural customers in need all across Australia – farming families, small businesses that supply goods and services to farmers, recently arrived migrants moving to rural areas, people experiencing natural disasters and people struggling to find a job because of their isolation.
"We are equipped with portable office equipment to provide comprehensive assistance, wherever you may be.
"We connect rural customers to the support available through Centrelink, and provide referrals to other Government and non-government agencies where necessary," says Sue.
"Because Emma and I travel together whenever possible, we are able to offer a holistic service.
"For example, I might visit a family to go through an Exceptional Circumstances claim. Emma will jump in the car with me and have a general chat to the family.
"I will assist individuals and families to complete their claim forms and gather the necessary documents, with as little disruption to their busy work load as possible.
"Emma can pick up on other issues that may be addressed either by Centrelink or through referral to another agency.
"Working as a team, we can cover more than just financial support in the one visit."
Emma agrees. “In rural communities, it’s often about more than the financial support. It’s just as important to know that there are people and services there to support you when times are tough.
"Travelling with Sue, I am able to build relationships with our customers right from the beginning."
"At the end of the day, both Sue and Emma agree that one of the most important aspects of the visiting service is the opportunity to build relationships with the community.
"Once the community gets to know our faces they feel comfortable contacting us again, or passing on our numbers to a friend or neighbour.
"We can use this network to make sure everyone in the community is fully aware of Centrelink’s payments and services and, most importantly, they receive all the support they need."
To make an appointment, call Sue Mitchell on 0411 674262 or Emma Petersen on 0429 568591.
For more information, telephone the relevant Centrelink media contact.