AGL, the Commonwealth Bank, Telstra, Transurban, and Yarra Valley Water have provided seed funding to develop and pilot the One Stop One Story digital platform with the Thriving Communities Partnership and the community sector to make it easier for Australians experiencing vulnerability to connect and access support services.
We are pleased to announce that Infoxchange as the official technology partner of the One Stop One Story Hub digital solution.
Program Development (Nov 2020)
The One Stop One Story Hub project has well and truly kicked off with the frontline working group meeting weekly and the strategic working group meeting monthly with representation from 5 corporate organisations - AGL, Commonwealth Bank, Telstra, Transurban, Yarra Valley Water - and 7 community organisations, including Brotherhood of St Laurence, Consumer Action Law Centre, Financial Counselling Network, Queensland University of Technology, Queensland Council of Social Service (QCOSS), Uniting (Victoria & Tasmania) Ltd and Women's Information & Referral Exchange (WIRE).
Throughout our co-design sessions with the working groups, we developed unique Ways of Working commitments using partnership brokering principles and aligned our vision for the project. With the pilot cohort being family violence, we have shared stories of customers/clients who may have experienced vulnerability and gained a better understanding of the associated psychological and physical impacts to both customers, staff and advocates.
Led by our tech partner, Infoxchange, we have conducted a thorough review of the as-is referral processes in both the corporate and community sectors in order to capture the requirements needed for platform.
The One Stop One Story Hub Solution
The One Stop One Story Hub will allow people to contact one organisation seeking support and they will then have the option of having a referral made which will eliminate the need to repeat their story to different organisations. Businesses will also be able to share information with the customer about other support that is available.
“The only way to build a strong recovery, is to build a strong recovery together. When organisations collaborate and work well together, we have a better chance of ensuring access to essentials for all Australians.
The One Stop One Story Hub is a positive example of this, and we need to see more organisations getting involved.”
- Tim Costello, Thriving Communities Partnership Chief Advocate
Why do we need a Hub?
In Australia, the cumulative financial impacts of this year’s bushfires and the coronavirus are currently being likened to that of the Great Depression. It is estimated that 1.4 million Australians are currently in mortgage stress and almost 100,000 could default on their mortgage after JobKeeper ends.
The unemployment rate rose to a two-decade high in June at 7.4 per cent. Australia’s Treasurer, Josh Frydenberg recently admitted it could have reached above 13 per cent without support from programs like JobSeeker.
As many as 1.8 million Australians are underemployed, and long-term solutions are needed to help people maintain access to essential services in this difficult period.
Customers presenting in vulnerability or hardship experience distress as they are required to continuously repeat their story to each organisation. This emotional burden creates an additional barrier to access as it discourages people from seeking help. Vulnerability and hardship is complex and often deals with customers who have multiple issues that require a range of services.
Prior to the coronavirus and bushfires, 49% of Australians sometimes or always struggle to pay their bills, and within this group 44% are too embarrassed to ask for help and 66% don't know what support is available.
We are thrilled to be working with TCP partner Infoxchange to deliver the Hub, and are thankful to have had their input and support to date and look forward to the next steps together.
For more information or to get involved, please email Gabby Sundstrom or Gabby.Sundstrom@yvw.com.au