Simply the Best Customer Service Awards winners announced

12 Dec 2016

Congratulations to the following FACS employees and teams on being announced winners at our annual customer service awards.


Customer Service Individual Excellence Award

Judit P, Senior Client Service Officer Specialist, Surry Hills Housing Office

Working with the Surry Hills Tenancy Team, Judit supports clients with complex care and housing needs to establish and sustain their tenancies. This means linking them with the appropriate support services available, not just within FACS, but in the wider community as well. Judit works tirelessly to network with other government and nongovernment agencies to make sure her clients have the best possible access to the services they need.

Customer Service Manager Excellence Award

Elizabeth E, Manager, Services Our Way, Hunter New England

As Manager of Services Our Way in Hunter New England, Elizabeth is proud to be working with Aboriginal people in a culturally appropriate way.

Services Our Way is an individualised disability support program delivered to Aboriginal people with disability and their carers to plan and prepare for access to the National Disability Insurance Scheme. By recognising that her clients are the key decision makers in determining their support services Elizabeth and her team facilitates their active participation in the planning and implementation of services.

Customer Service Team Excellence Award

Mobile Child Protection Unit, Western District

The Mobile Child Protection Unit works with remote and rural communities in Western NSW. They engage with families to create meaningful and sustainable change and conducting face-to-face assessments in remote and rural communities.

Supporting Customer Service Excellence Award

Applications by Phone Team – Housing Connect Team and Housing Application Service – Housing Contact Centre

Applying for housing used to be a long and complicated process, one which could be isolating and frustrating for people in vulnerable circumstances. With the great work of the Applications by Phone and Housing Application Service teams clients can choose how they interact with FACS and manage their own information. By combining modern technology with straightforward

processes, the team has supported and empowered staff to deliver outstanding customer service. For the team, working at FACS is about more than just a job. It is about the people we serve and connecting with all aspects of society to deliver the best client experience possible.

Outstanding Performance in a Corporate or Asset Based Role

FACS Recruitment and Workforce Strategy and Planning teams – Human Resources

Our caseworker vacancy rate has been consistently low and that has a lot to do with the work the FACS Recruitment and Workforce Strategy and Planning teams do.

The Recruitment team manage all aspects of assessing caseworker candidates and filling vacancies, collaborating with other areas of the department to inform improvements in caseworker recruitment. The Workforce Strategy and Planning teams develop and implement innovative attraction strategies, partnering with universities, career expos and targeted attraction campaigns to promote FACS and the role of the caseworker. With their forces combined, the teams have maintained a low caseworker vacancy rate and improved workforce stability, leading to better outcomes

About the awards

The Simply the Best Customer Service Awards celebrate the outstanding contributions that FACS employees make by providing excellent customer service.

Over 560 nominations were received from FACS employees, service providers and most importantly our clients. These nominations were then assessed by a panel, involving FACS executives and the CEO of Service NSW, and were narrowed down to five finalists for each of the five categories. For more information, visit the finalists announcement.

Finalists attended the award ceremony, on Wednesday 7 December, which celebrated their outstanding achievements to customer service. Minister Hazzard, Minister Ajaka and our Secretary, Michael Coutts-Trotter, were on hand to present certificates to finalists and trophies to winners.