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Exploring experiences of public services, through 2020 we engaged 2400+ young adults through surveys & focus groups, & analysed existing survey data & social media. The report featured in developing Australia’s 2021 Youth Policy Framework. lnkd.in/g9Ppmyk8

Our findings highlight nine focus areas where there is room for the APS to improve service-delivery to young Australians:

1. Young people are hungry for knowledge and want to learn more about public services, so they are better prepared to engage with them.

2. Information about services isn’t gathered from a single, APS source. Young adults feel services could communicate better to avoid misinformed expectations about service interactions.

3. Young adults value digital services but can find them depersonalising. This can leave them feeling like they are invisible and can see them look for assistance to interpret information.

4. Young adults want flexible service touchpoints. Along with digital options, they want the flexibility to engage on more complex issues – online, by phone, and in-person.

5. Young people’s knowledge and experience of the APS varies by social characteristics and cultural background. This can lead some groups of young adults to feel services don’t speak to them, leading to confusion or disengagement with services

6. Young adults who need consistent support report initial and ongoing barriers to access. This can lead to some vulnerable young people feeling disenfranchised and isolated – negatively impacting service interactions and outcomes.

7. Young adults report mixed experiences with third-party service providers. Because of this, young people have less confidence in service programs and are less likely to fully engage.

8. Young adults report stigma as a barrier to service engagement. As a result, and of deep concern, young adults may wait until they are in crisis before seeking support from services, or not may not access services at all.

9. Young adults feel mental health needs greater recognition and more embedding across services. Without acknowledgement or awareness of the mental health pathways available, young adults are less likely to engage with and trust services, delaying access to mental health support.

The work was conducted by a large team of colleagues from Monash and ACU. Brady Robards Ben Lyall Dr Barbara B. Neves FRSA Dr Verity Zareh Ghazarian Jonathan Smith Jacqueline Laughland-Booy Patrick Marple Callum Jones @SarahHewitt21 Madeleine Dr Chiara De Lazzari Jo Lindsay Will Lukamto & me, in collab with APS