The ACT Ombudsman has delivered a scathing assessment of Access Canberra's handling of Working with Vulnerable People (WWVP) applications, highlighting significant delays that have left applicants waiting for months.
Ombudsman's Findings
In a report released on Thursday, Ombudsman Michael Manthorpe found that Access Canberra had failed to meet its service standards for processing WWVP applications, with some cases taking up to six months to finalise. The report noted that the delays were caused by a combination of staffing shortages, inadequate systems, and poor management.
“The delays experienced by applicants are unacceptable and have real-world consequences for individuals seeking to work or volunteer with vulnerable people,” Mr Manthorpe said. He called for immediate action to address the issues, including the implementation of a new case management system and additional training for staff.
Impact on Applicants
The delays have affected a wide range of people, including teachers, childcare workers, and volunteers. Many have reported being unable to start new jobs or continue their volunteer work due to the backlog. One applicant, who asked not to be named, said they had been waiting for over four months for their application to be processed, causing significant financial and emotional stress.
“I had to turn down a job offer because I couldn't get my WWVP card in time. It's been incredibly frustrating,” the applicant said.
Access Canberra's Response
In response to the report, Access Canberra acknowledged the issues and said it was working to improve its processes. A spokesperson said the agency had already begun recruiting additional staff and was exploring options to streamline the application process.
“We apologise to applicants who have experienced delays and are committed to making the necessary changes to ensure timely processing,” the spokesperson said.
However, the Ombudsman expressed scepticism about the agency's ability to make meaningful improvements without more fundamental reforms. He recommended that the ACT government consider outsourcing some aspects of the application process to private providers.
Recommendations
The Ombudsman made several recommendations, including:
- Implementing a new digital case management system to track applications more effectively.
- Providing regular updates to applicants on the status of their applications.
- Establishing clear performance targets and reporting on progress publicly.
- Reviewing the staffing model to ensure adequate resources are available.
The ACT government has accepted the recommendations and said it would provide a detailed response within three months.
Broader Implications
The report has raised broader concerns about the efficiency of Access Canberra, which is responsible for a wide range of services, including driver licences, registrations, and other regulatory functions. Critics argue that the agency is under-resourced and poorly managed, leading to widespread frustration among users.
“This is not an isolated incident. Access Canberra has a track record of poor service delivery, and this report highlights the need for a comprehensive review of the agency,” said a spokesperson for the ACT Council of Social Service.
The Ombudsman's report comes amid increasing demand for WWVP checks, driven by growing awareness of the importance of safeguarding vulnerable people. The number of applications has risen by 20% over the past year, putting additional strain on the system.
In conclusion, the Ombudsman has called for urgent action to address the delays, warning that failure to do so could put vulnerable people at risk. The ACT government has pledged to implement the recommendations, but it remains to be seen whether the changes will be sufficient to restore public confidence in the system.
