We all have the right to be heard and understood

16 November 2022

We all have the right to be heard and understood. This is why the Public Trustee has developed its Structured Decision-Making Framework to ensure people who have lost capacity can participate in financial-decisions to the greatest extent possible. More information:

  • watch the Structured Decision-Making Framework webinar hosted by QCOSS and featuring Professor Christine Bigby, Director of La Trobe University and Samay Zhouand, the Public Trustee of Queensland.
  • Read the experience of one of our customers below.

Suzanne* lived with her mother from the time she was born until her mother died unexpectedly. Suzanne was 42 years old and she had an intellectual disability. When she was left alone without her mother to take care of her, she became very sick and was admitted to hospital.

When staff at the hospital contacted authorities, the Queensland Civil and Administrative Tribunal (QCAT) appointed the Public Trustee to look after Suzanne’s finances. Suzanne had never had an income and had to learn how to take care of her money on her own.

Suzanne’s Trust Officer used the Structured Decision-Making Framework – a seven step process - to understand her wishes, views and preferences. The Framework provided a shared decision-making process that involved Suzanne and her support network. Together, they helped Suzanne apply for Centrelink payments and open her first bank account. With assistance from her Trust Officer and her support network, Suzanne has also applied for her own NDIS plan and is now making plans for independent living arrangements.

Last published: 2/04/2024 4:47:50 AM