10 Developing a one-stop-information-shop and improving the Workplace Modifications Scheme

10.1 Introduction

10.2 One-stop-information-shop

10.2.1 First and Second Round Submissions regarding the one-stop-information-shop

(a) Information to be included in a one-stop-information-shop

(b) Accessibility of a one-stop-information-shop

(c) Importance of a personalised inquiry service

(d) Promotion of a one-stop-information-shop

10.2.2 Consultations with DEWR on the development of a one-stop-information-shop

10.3 Improvements to the Workplace Modifications Scheme

10.3.1 First and Second Round Submissions regarding the Workplace Modifications Scheme

10.3.2 Consultations with DEWR regarding improvements to the Workplace Modifications Scheme

10.4 Issues for further discussion

10.5 Recommendations

10.1 Introduction

As discussed in Chapter 2 of this report, WORKability I: Barriers highlighted two specific areas for ongoing consultation with the Department of Employment and Workplace Relations, namely:

• developing a one-stop-information-shop
• improving the Workplace Modifications Scheme.

The Inquiry met with Department of Employment and Workplace Relations staff on 5 October 2005 regarding these two issues and continues to follow their progress.

This chapter reiterates the Interim Recommendations in this area and discusses the progress made since the publication of WORKability I: Barriers.

10.2 One-stop-information-shop

As noted in Chapter 3 of this report, WORKability I: Barriers recommended the creation of a comprehensive one-stop-information-shop for all parties involved in the employment of people with disability:

Interim Recommendation 1: One-stop-information-shop

The Inquiry recommends that:

(a) DEWR conduct multi-sector consultations on the ideal content, scope, format and cost of a one-stop-information-shop; and

(b) DEWR facilitate the launch of a site-in-progress, accompanied by an individualised inquiry service in early 2006.

In particular, the Inquiry noted the need for a clear map of government services available to actual or potential employees with disability and their employers:

Interim Recommendation 2: Map government services

The Inquiry recommends ongoing Commonwealth, State and Territory interagency consultations with a view to developing up-to-date information regarding:

(a) the programs available to employers and people with disability;

(b) the relationships between various government agencies and programs; and

(c) the outcomes of those programs.

The Inquiry recommends that this information be part of the one-stop-information-shop (see Interim Recommendation 1).

10.2.1 First and Second Round Submissions regarding the one-stop-information-shop

(a) Information to be included in a one-stop-information-shop

WORKability I: Barriers discussed the importance of ensuring that a one-stop-information-shop caters to the needs of the following groups of people:

• large, medium and small employers considering the employment of people with disability
• large, medium and small employers already hiring people with disability
• work colleagues of people with disability
• people with disability who are considering entry into the open workplace
• people with disability who already participate in the open workplace
• employment service providers
• private recruitment agencies
• carers of people with disability
• government and non-government support services
• community groups.[1]

While the one-stop-information-shop should seek to address the needs of all these groups, it is clear that priority should be given to the needs of people with disability and employers.

The First Round Submissions and consultations suggested that employers would be interested in at least the following topics:

• the business case for hiring people with disability for large, medium and small businesses
• potential costs incurred by a business when hiring people with different disabilities
• government assistance available to employers with employees with disability (for example, the Workplace Modifications Scheme, Wage Support Subsidy, Supported Wage Scheme, Disabled New Apprentice Wage Support)
• lists of government-funded employment services that can help in the recruitment of employees
• lists of private recruitment agencies that have disability-friendly policies
• clear information on any legal implications of hiring people with disability
• technical assistance regarding workplace accommodations
• training assistance and sample curricula for managers and other staff regarding working with people with disability
• guidelines regarding accessible training for employees with specific disabilities
• guidelines regarding an open and inclusive recruitment and selection process
• guidelines regarding the creation of a flexible workplace
• guidelines on how to access or run mentoring programs for employees with disability
• information about specific disabilities
• information about, and access to, ongoing support services for employees and managers of employees with disability
• best practice workplace policies and case studies
• information and promotion of employer award schemes
• referrals to experts regarding support, training and retraining for people with specific disabilities
• personalised inquiry service (with the option for confidentiality).[2]

Regarding people with disability, the First Round Submissions and consultations suggested interest in the following topics:

• the impact of potential wages on overall income for those receiving government support (for example, the interaction between salary, loss of income support and taxation rates)
• transport costs, transport concessions and available subsidies (including the Mobility Allowance)
• equipment costs and available subsidies (including the Workplace Modifications Scheme and other State-based subsidies)
• medical costs and potential loss of medical concessions
• safety-net information in the event of an unsuccessful employment relationship
• education and training options (both prior to, and during, employment), including information about associated costs and government assistance available
• lists of government-funded employment services, including agencies with specialist services in specific disabilities
• lists of private recruitment agencies with disability-friendly policies
• assistance available throughout the job-seeking and employment process
• information about, and access to, ongoing support services for employees with disability
• personal assistance and care services available at home and in the workplace
• guidelines on disclosure of disability to a potential or current employer (especially for those people with mental illness and HIV/AIDS)
• personalised inquiry service (with the option of confidentiality).[3]

Many of the Second Round Submissions endorsed the creation of a one-stop-information-shop.[4] Some made the following additional suggestions regarding the information to be included:

• costs to all parties associated with people with a disability entering the open workplace[5]
• clear explanations of welfare-to-work issues[6]
• details of employment agencies and the services they offer[7]
• training courses and educational opportunities[8]
• specific information on blindness services[9]
• industrial information for potential employers regarding the implications of employing a person with a disability[10]
• Australian-specific data about the true costs to employers when making any necessary changes to the workplace[11]
• information about any financial or legal risks faced by employers.[12]

The Association of Competitive Employment emphasises the importance of 'service mapping' suggested in Interim Recommendation 2 given that 'the national employment services system is currently undergoing times of great change and transition'.[13] The Melbourne City Disability Advisory Committee suggests that 'attention be paid to 'duplication' of service/s with many employment networks providing similar services to identical client groups.'[14]

Centacare notes that the information in a one-stop-information-shop must be kept current and relevant to all parties.[15]

(b) Accessibility of a one-stop-information-shop

WORKability I: Barriers noted that the one-stop shop must be accessible - both in the sense that people with disability must be able to read and understand the information, and in the sense that it must be simple, cheap and comprehensive.

This issue is also discussed in the Second Round Submissions. For example, Centacare notes the importance of accessibility to 'people with a range of disabilities including hearing, vision, intellectual and physical'. It suggests that written material should be available in paper as well as electronically.[16]

The Australian National Organisation for the Unemployed also suggests that there be a CD-ROM/DVD version of the one-stop-information-shop for those who cannot access the internet, and hard copies for those who cannot access a computer at all.[17]

Blind Citizens Australia suggests that:

All information available at the 'one-stop-shop', electronic or otherwise, must be made available in accessible formats including braille, audio, large print and plain text html files. We emphasise that the option of plain text files must be provided, where information is presented in PDF format, to ensure that blind people who use screen readers have access to this information.[18]

Vision Australia also comments on accessibility for the visually impaired and goes on to suggest that:

... the one stop shop be easy to use without copious amounts of information. This will ensure that people with a disability(ies), and employers can use the site without getting disorientated.[19]

The National Ethnic Disability Alliance notes that information should be available in languages other than English.[20]

(c) Importance of a personalised inquiry service

The Second Round Submissions reinforced the view that access to an expert personal inquiry service is crucial to the success of an information service.

Centacare suggests face-to-face and phone contact:

Whilst a web-based site would form an important part of an information solution, opportunity for face-to-face and telephone contact (such as a 1800 number) should also be provided for.[21]

The Melbourne City Council Disability Advisory Committee highlighted that a 1800 number must be staffed by adequate numbers of personnel who have appropriate training in supporting clients with mental health issues.[22]

(d) Promotion of a one-stop-information-shop

WORKability I: Barriers emphasised that there is little use in an information service that nobody knows about. The one-stop-information-shop should therefore be actively promoted amongst the community sector, employment services, recruiting agencies and the business sector. One way to promote the service is to employ staff to visit workplaces with employees with disability and explain what information, advice and support is available to employers and employees.

10.2.2 Consultations with DEWR on the development of a one-stop-information-shop

On 5 October 2005 the Inquiry met with staff from the Department of Employment and Workplace Relations to discuss the government's intentions regarding the development of a one-stop-information-shop. At that meeting, the Department of Employment and Workplace Relations indicated that it was committed to developing a website and inquiry service and it was aiming to launch a site-in-progress by 1 July 2006.

As at 5 October 2005, the Department of Employment and Workplace Relations had completed an initial scoping exercise and was about to embark on community consultations.

The Department of Employment and Workplace Relations provided the following report to the Inquiry on 14 November 2005.

Background

The 2005-06 Budget announced $50 million over four years for the employer demand strategy. This included:

• an initiative to see the development of a website and advice service to further assist employers with the employment and retention of people with disabilities
• an additional $25 million over four years for the Workplace Modifications Scheme (WMS) to remove current barriers preventing employment of workers with disabilities. The additional funding will see increased demand for the Scheme and the website offers the opportunity to electronically streamline the administrative application and approval process.

Purpose of the website

The website will act as a one-stop-information-shop targeted toward potential and actual employers of people with disabilities, job seekers and workers with disabilities, and employment service providers.

It will have the following components:

• a comprehensive source of information about disability-related employment issues, programs and services including information on workplace modifications and adjustments via a searchable online database, based on the United States Job Accommodation Network model
• an expert individualised enquiry service available by telephone or electronically to provide advice, generate referrals to experts as required (including qualified worksite assessors) and facilitate the application and worksite assessment process under the Workplace Modifications Scheme (WMS)
• secure online lodgement and approval of WMS applications and claims

Consultation

The department has recently completed targeted consultations in Melbourne, Brisbane and Armidale. The purpose of the consultations was to discuss and prioritise the information on, and features of, the online information and advice service. Results of the consultation will be available on the Internet by the end of November 2005.

The information gathered during the consultations will be added to the research already completed by HREOC (through the Interim Report on the National Inquiry into Employment and Disability) and DEWR (through the Griffith University Scoping Proposal and market testing of JobAble). This will feed into the design and build of the website and advice service.

The department is also seeking input from the Mental Health Council of Australia, the Disability Advisory Group, other government departments including state government and various specialist providers (such as Vision Australia).

There will be an opportunity for ongoing feedback about the site both on the site itself and through user testing and focus group testing prior to its release. Future releases of the website and advice service may lead to further targeted consultation

...

Future releases

Following an initial release in July 2006, the website and advice service will be progressively expanded to include additional features and functionality. Growth of the online information and advice service will be based on feedback from users and through user testing.

10.3 Improvements to the Workplace Modifications Scheme

As noted in Chapter 3, WORKability I: Barriers recommended improvements to the Commonwealth government's Workplace Modifications Scheme (WMS):

Interim Recommendation 11: Improve the Workplace Modifications Scheme

The Inquiry recommends that any revised WMS include the following features:

(a)eligibility regarding any employee with disability, whether or not the person is referred by a government-funded employment service or working on a full-time, part-time or casual basis;

(b)expansion of the types of modifications covered by the scheme;

(c)portability of WMS-funded equipment;

(d) increased amounts available for modifications;

(e) simplified application process; and

(f) promotion of the scheme.

10.3.1 First and Second Round Submissions regarding the Workplace Modifications Scheme

The Federal government's Workplace Modifications Scheme is intended to offset the cost of making workplace modifications and provide an incentive to employers to hire people with disability. However, WORKability I: Barriers indicates that the Workplace Modifications Scheme has had little practical impact on employment decisions.

One reason for this is that many employers do not know that the scheme exists. Therefore promotion of, and clear information about, the availability of the scheme, the extent of assistance and the method of accessing that assistance, will go some way to improving its impact.[23]

However, the First Round Submissions also suggested a number of other changes in order to increase the incentive value of the scheme. In summary, the suggestions were as follows:

• increase the amount available under the scheme
• provide access to all employers, not just those who employ someone through a Disability Open Employment Service
• provide access to people with disability who are self-employed
• broaden the range of modifications that the scheme will fund (for example include Auslan interpreter costs)
• permit employees with disability to take any WMS funded equipment with them to a new job
• simplify the administration of the scheme
• look at international models for guidance on how to improve support for workplace modifications.[24]

Further suggestions in the Second Round Submissions include:

• funding for ramps and providing parking for people with disability[25]
• funding for non-physical modifications eg training of supervisors, changes in procedures[26]
• funding for specialist equipment (including upgrades, repairs and modifications) for work experience and job searches as well as applications[27]
• ensuring eligibility for people with disability who are establishing or conducting a home-based business[28]
• ensuring eligibility for those who are self-employed or who engage in consultancy or contract work[29]
• ensuring eligibility irrespective of contact with government-funded employment services.[30]

The Second Round Submissions generally reiterated the need to improve the effectiveness of the Workplace Modifications Scheme. For example, Vision Australia described some of the difficulties of the current scheme as follows:

The Workplace Modifications Scheme at present does not allow for a client to access the funding until they have completed the following;

• Secured a job
• Have an agency conduct a worksite assessment
• Submit an application to the Workplace Modifications unit
• Have the funding approved
• Purchase the equipment
• Have the equipment installed
• Finally receive training on how to use the equipment.

Far too often employees who are blind or vision impaired have been in the job for at least 4 weeks prior to receiving any adaptive equipment. This means there is a period of at least 4 weeks where the employee has not been as productive as they otherwise could have been.

The Workplace Modification Scheme is an excellent resource. However, it does not always address the access barriers faced by people who are blind or vision impaired when, for example, IT systems and software programs are not compatible with adaptive technology.[31]

The Australian Federation of Deaf Societies recommended a review of the general features of the scheme.[32] The Australian Industry Group also endorsed the need to generally expand eligibility, increase the amounts available under the scheme, simplify the application process and promote the scheme.[33]

However the Australian Industry Group expressed some reservation about the proposal to provide portability of equipment funded by the Workplace Modifications Scheme:

Whilst there should not be any prohibition on employees transferring equipment, this should not be a general, unqualified right. The different nature and degrees of disability an employee may have, and the subsequent variety in workplace modifications, means that not all workplace equipment will be suitable to be transferred with the employee when they leave the company. Consideration should be given to the fact that this program is meant to remove barriers and encourage employers to hire more people with a disability, and the mandatory portability of all WMS-funded equipment is not conducive to such aims.[34]

The Australian National Organisation of the Unemployed suggested that the Workplace Modifications Scheme be structured around tax deductions rather than subsidies.[35]

10.3.2 Consultations with DEWR regarding improvements to the Workplace Modifications Scheme

During its meeting with the Inquiry on 5 October 2005, the Department of Employment and Workplace Relations indicated that it was in the process of designing improvements to the Workplace Modifications Scheme. This redesign appears to be occurring in tandem with the development of the one-stop-information-shop.

On 14 November 2005, the Department of Employment and Workplace Relations indicated that the following changes were being considered:

• having only one application form (currently three)
• broadening access to enable more people with disabilities to apply
• greater flexibility in the assistance that will be funded
• removing the funding cap (currently $5000)
• worksite assessments only required for claims over $10 000
• no quotations required for items under $2500 and only one quote for items over $2500
• a list of suitably qualified worksite assessors available through the website and advice service.

10.4 Issues for further discussion

The Inquiry commends the Department of Employment and Workplace Relations for its commitment to launching a one-stop-information-shop by July 2006. The Inquiry understands that the service is a work-in-progress and therefore limits its comments to features that it considers fundamental to its launch, namely:

• a 1800-number and email based personalised inquiry service staffed by an appropriate number of qualified personnel
• ongoing active promotion of the information service to all sectors of the community
• responsiveness to the ongoing information needs expressed by people with disability, employment services, employers and the community more generally.

Regarding the Workplace Modifications Scheme, it appears that the Department of Employment and Workplace Relations is taking positive steps to improving the access and benefits of the scheme. However, it is difficult to determine the extent of those changes at this stage. In any event, it will be important to widely promote the scheme and respond to any ongoing concerns about its operation in order to improve its incentive value.

10.5 Recommendations

The Inquiry has amended Interim Recommendation 1 in light of the steps that the Department of Employment and Workplace Relations has already taken to develop a one-stop-information-shop:

Recommendation 1: One-stop-information-shop

The Inquiry recommends that the Department of Employment and Workplace Relations ensure that:

(a) a one-stop-information-shop is launched by 1 July 2006;

(b) the one-stop-information-shop is accessible to people with disability - this will require consideration of publication in a variety of formats;

(c) the one-stop-information-shop includes, on launch, a 1800 number, TTY and email service that can respond to individual queries promptly;

(d) the one-stop-information-shop 1800 number, TTY and email service is staffed by an adequate number of appropriately trained personnel;

(e) the one-stop-information shop publishes its strategy to maintain, update and develop the service and invites users to make suggestions;

(f) there are ongoing consultations with users, employers, employment services, community groups and people with disability regarding the development of the information site and advice service; and

(g) there is wide promotion of the one-stop-information-shop to employers, employment services, relevant government agencies, community groups and people with disability.

The Inquiry has made no changes to Interim Recommendation 2:

Recommendation 2: Map government services

The Inquiry recommends ongoing Commonwealth, State and Territory interagency consultations with a view to developing up-to-date information regarding:

(a) the government programs available to employers and people with disability;

(b) the relationships between various government agencies and programs; and

(c) the outcomes of those programs.

The Inquiry recommends that this information be incorporated into the one-stop-information-shop (see Recommendation 1).

As it is still unclear what changes the Department of Employment and Workplace Relations will make to the Workplace Modification Scheme, the Inquiry has kept most of elements of Interim Recommendation 11 and added some of the suggestions that were made in the Second Round Submissions:

Recommendation 11: Workplace Modifications Scheme

The Inquiry recommends that the Department of Employment and Workplace Relations ensure that its revision of the Workplace Modifications Scheme include the following features:

(a) eligibility for any employee with disability, whether or not the person is referred by a government-funded employment service or working on a full-time, part-time or casual basis;

(b) eligibility for people with disability who are working from home, self-employed or who engage in consultancy or contract work;

(c) expansion of the types of modifications covered by the scheme;

(d) increased funding for modifications;

(e) facility to take certain equipment funded by the Workplace Modifications Scheme to a new workplace;

(f) simplified application process; and

(g) wide promotion of the scheme to employers, employment services and people with disability.

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