New initiatives help improve support for customers with disability

6 April 2021

It’s Disability Action Week and the Public Trustee is introducing a range of support initiatives for customers with a cognitive disability, including a new Structured Decision Making framework to support decision-making for people with impaired capability.

Acting Public Trustee of Queensland Samay Zhouand said the new framework is based on La Trobe University's Support for Decision Making Practice Framework and was developed as part of the Australian Research Council Linkage Project for People with a Cognitive Disability.

"The Structured Decision Making framework has been customised for the Public Trustee to guide our customer service staff through a series of decision-making steps and principles to help them support people who have reduced decision making capability," Mr Zhouand said.

"The new Structured Decision Making framework involves a seven step process, taking into account the views, wishes and preferences of customers and their support networks, and providing a shared decision-making experience."

"The aim of the framework is to continuously improve the quality of support given to our customers, in line with the Public Trustee's 2020-2024 goals to enhance and protect the rights, dignity and interests of our customers.

The Public Trustee has also introduced a toll-free number, upgraded website functionality and content to comply with the Queensland Government Accessibility Guidelines for people requiring assistive technologies, and increased digital communications to customers via SMS and email.

The Public Trustee helps more than 9,000 vulnerable Queenslanders who have impaired decision-making capability. In most cases, the Public Trustee is appointed by the Queensland Civil and Administrative Tribunal as a financial administrator.

"Helping people who have reduced decision-making capability, due to intellectual disability, a mental health issue, acquired brain injury or an age related condition, to manage their personal finances is a significant role of the Public Trustee," he said.

Mr Zhouand said earlier this year the Public Trustee also formed a Customer Reference Group to help shape customer services, as well as gain a better understanding of customer needs, and what a modern community wants from its financial administrators.

"The Public Trustee is proud to support Disability Action Week and we will continue to find ways to increase accessibility and ensure inclusion for our customers.

"As an organisation, we are dedicated to meeting our Human Rights obligations and ensuring our customers and their support networks are able to participate and contribute as much as possible.

"Our goal is to ensure the interests of our customers are at the forefront of our service delivery," he said.

If you would like more information about personal financial administration visit QCAT Administration for adults, the Office of the Public Guardian or contact the Public Trustee on 1300 360 044 for advice.

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Last published: 21/02/2024 1:33:33 AM