Helping Australian communities through times of disaster and crisis A support kit for Government Contents Foreword 3
Keeping communities connected in times of need 4
Our community health and wellbeing focus areas 5
Partnering to help keep Australia strong 6
Disaster and crisis support services 7
Distributing essential supplies 7
Providing access to cash and banking services 7
Keeping people informed 8
Providing access to Government assistance 9
Supporting communities in need 9
Community support checklist 10
This toolkit is provided for general information purposes only and is not intended to be specific advice for your ContentsKeeping communities connected in times of need business needs. 2 Foreword
The year 2020 has shown us that Australians have a remarkable ability to unite in the face of a crisis – and that turning that solidarity into action is critical for helping individuals and communities manage and recover from a disaster.
Natural hazards are a fact of life in In 2020, we were able to put our Australia—every year, bushfires, floods, network into action to help the bushfire cyclones and storms devastate our and pandemic responses; including communities. providing access to cash and banking services in fire-impacted communities, Overview From the city to the bush, we have and helping pharmacies to deliver seen how crises impact individuals medication to vulnerable Australians and communities in profound and Natural disasters and crises have during the pandemic. We’re ready to complex ways. caused damage and disruption do more. across Australia in recent years Partnering with organisations, across This support kit outlines ways you sectors, and leveraging their unique Putting measures in place today can help deliver vital aid and support strengths, capabilities and assets has can help you manage future to Australians when they need it most the potential to strengthen Australia’s disruptions more effectively – with the support of Australia Post. national resilience. Working with Australia Post, you By discussing service arrangements can create contingency plans to now, we can have a better understanding help give communities access to: of just how organisations can work together to prepare for and respond to a crisis situation. Essential supplies Ashley Marshall Australia Post's role in communities Van becomes heightened when disaster General Manager, Cash and other funds strikes. We've learnt a lot about how Government our network – from our Post Offices Currency and vehicles to our thousands-strong Important information workforce – can help those in need.
Information
Communication outlets
Speech bubble In-person services via Post Offices
Account
Foreword 3 Keeping communities connected in times of need
More than any year in recent history, 2020 demonstrated the importance of adaptability and speed to action.
Bushfires across the country burned and our licensees have valuable more than 17 million hectares of pre-existing relationships with, and land1 and destroyed more than 3,000 knowledge of, the local communities homes.1 The torrential rain that helped they support. In many rural and remote douse the fires also caused destructive communities, Australia Post is the sole flooding in New South Wales and provider of delivery, financial and Queensland.2 This was followed by Government services, as well as the COVID-19 pandemic and its the only point of access to retail goods significant impact on all facets of life. and broader community support. We are also one of the most trusted We're helping keep all When disasters like these leave service providers, behind only the Australians connected: Australians without homes, or access local doctor and police.3 to the businesses and services they rely on every day, one thing becomes The pandemic has set a new precedent 4,300+ very clear – staying connected is vital. for the way services are communicated Post Offices and delivered. Governments at every That's where Australia Post is well- nationwide. placed to support communities. level responded quickly to safeguard and support communities. We saw Batemans Bay Post Office on NSW’s greater collaboration across public south coast is just one example. During and private enterprises, who worked 2,500+ Post Offices in rural the 2019-20 bushfire crisis, locals relied together to achieve the best outcomes and remote locations on the Post Office as a link to for Australians. information, a place to use the internet, in Australia. With a united approach that builds and even a source of power when on the collaborative systems and electricity was cut. Locals came in to processes we've acquired through this charge their phones, get cash out and 12.3 million challenging period, we can help ensure delivery points simply talk to someone familiar. greater resilience in the 'new normal'. throughout Australia. With 460 homes lost in the Batemans With our vast retail footprint, existing Bay area, many also needed practical digital capability and extensive letters assistance – such as Mail Redirection and parcels delivery network, Australia 75,000 and Mail Hold. approx. people working Post can rapidly reconfigure and across our network. Post Offices are the most present deploy omni-channel services in service provider in rural Australia – times of crisis.
1. 2019-20 Australian bushfires – frequently asked questions: a quick guide, Parliament of Australia, 12 March 2020 2. Extreme rain douses fires, causes floods in Australia, NASA, 25 January 2020 3. Economic and social value of Australia Post in regional, rural and remote communities, Deloitte Access Economics, 2020
Keeping communities connected in times of need 4 Our community health and wellbeing focus areas
Through a range of programs Our community-focused partnerships and partnerships, Australia Post supports individuals and communities across Australia.
We are committed to supporting three important community issues from 2020 through to 2023:
Disaster response, recovery and preparedness; Mental health and wellbeing; and Australian Red Cross Indigenous Literacy Literacy. Australia Post has joined Australian Foundation Red Cross as a National Community Books are key to helping all Partner, to support our commitment young Australians learn and grow. to helping communities prepare That’s why we’ve partnered with for – and recover from – events the Indigenous Literacy Foundation 4 like bushfires, flood and drought. (ILF) to ensure children in remote Our efforts include circulating Indigenous communities are given information that can help citizens the opportunity to develop their in high-risk areas plan for disasters. literacy skills. At certain times throughout the As part of our three-year year, we also accept donations partnership with the ILF, we support to the Australian Red Cross Disaster Relief and Recovery Fund the Book Supply Program – which at participating Post Offices. These aims to deliver almost 300,000 funds are used to help Australian culturally appropriate books to Red Cross provide immediate more than 400 remote Indigenous on-the-ground assistance, to communities over the life of the help people get back on their partnership. Our Pen Pal Club feet after a disaster, and support encourages letter writing amongst communities to rebuild. young Australians to help with their literacy and communication skills.5 Learn more about our disaster response focus Learn more about our literacy programs.
Beyond Blue Australia Post and Beyond Blue6 have formed a national partnership to help Australians stay mentally well and build stronger, more connected communities. Together we can use our vast network to help deliver information that supports mental health and wellbeing across Australia. Because when we connect, 4. Supporting communities, Australia Post website 5. Improving children's literacy, Australia Post website we feel better. 6. Supporting mental health and wellbeing, Australia Post website Learn more about our mental health focus. Our community health and wellbeing focus areas Partnering to help keep Australia strong
Given the complexities of the natural disaster recovery process, pre-planning and coordination is essential. The recovery process should draw governments, non-government organisations, businesses, communities and individuals together. More will be required of all. Neither individuals nor any one level of government will be able to cope alone.7
Across sectors, organisations have Australia Post can work with you unique strengths, capabilities and to service five essential community assets to contribute. Leveraging needs that emerge in the wake of them has the potential to strengthen an emergency event: Australia’s national resilience. Part of this idea puts the philosophy Distributing of ‘shared responsibility’ – which essential supplies emerged from the devastating More than a postal service impact of the 2002–03 Australian – the Batemans Bay story 8 bushfires – into practice. Providing access Bushfires tore through Batemans As people in crisis look for support to cash and Bay on New Year’s Eve in 2019, banking services destroying 460 homes and and reassurance, Australia Post is one Cash in wallet of the entities they turn to. For others 600 outbuildings. not directly impacted, we are relied Keeping people In the face of such devastation, the upon for our major infrastructure and informed Batemans Bay Post Office quickly network – to help them connect and transformed into a community 9 Speech bubble contribute to the recovery effort. hub. With banks closed and ATMs Providing access offline, residents used Bank@Post to Government services to withdraw cash. assistance The Post Office offered free Mail Government Redirection and Mail Hold for those who had lost their homes, and Supporting the building’s generator provided communities in need electricity for charging phones and
Happy customer using the internet. Some residents even used the Post Office as a gathering place, where they could have a chat with fellow community members or grieve together.10
7. Royal Commission into National Natural Disaster Arrangements Report, 28 October 2020 8. Disaster and its impact on mental health: a narrative review, Journal of Family Medicine and Primary Care, 31 October 2019 9. Australia Post submission to the Royal Commission into National Natural Disaster Arrangements, 15 May 2020 10. In difficult times, human connection matters, Australia Post, 24 June 2020
Partnering to help keep Australia strong 6 Disaster and crisis support services
Cash in wallet Distributing Providing access to essential supplies cash and banking services
From food and clothing to educational When ATMs are offline, banks are materials, the need to deliver everyday closed or inaccessible, and card necessities to impacted communities transactions are disrupted, people and individuals is typically one of need access to cash to purchase the first considerations when essential items. This can be especially disaster strikes. important for those in rural or remote areas, where the Post Office may be Our unrivaled delivery network the only place to bank for miles.9 With 75,000+ employees, 13,800+ Bank@Post vehicles, 12.3 million delivery points and more than 4300 Post Offices Bank@Post allows customers of across Australia,4 our network has more than 70 banking and financial the scale and reach to deliver smaller institutions to make withdrawals and care packages and medical supplies deposits, and check balances at over to individuals and manage larger bulk 3,500 participating Post Offices distribution to service providers. around Australia. The service also enables banks to give their customers Establishing a plan for distributing access to emergency relief funds essential items and assistance, and during a crisis.9 having contingency plans for road closures, grounded flights or other Emergency cash logistical issues, can help us mobilise disbursements quickly to get vital support into the hands of Australians when needed. Australia Post's cash disbursements service also supports agencies and other organisations with the distribution of emergency relief funding. Recipients are sent a barcode by phone, email or physical mail, which they then present at their nearest Post Office to obtain emergency funds.9
9. Australia Post submission to the Royal Commission into National Natural Disaster Arrangements, 15 May 2020
Disaster and crisis support services 7 Speech bubble Keeping people informed
Staying connected in times of crisis evacuation sites, from in-store displays is important to stay safe and support at the Post Office.12 Our Post Offices recovery – because when we connect, can help emergency services and other we feel better. providers inform Australians about Power outages can make digital how to prepare for potential disasters, communication difficult or impossible and provide essential information and during a disaster, and more than updates in the immediate aftermath 2.5 million Australians are not online of a crisis. 11 to begin with. At the same time, the We also offer Mail Redirection and destruction of homes can result in Mail Hold services to help keep people no longer being able to receive communication and the flow of physical mail at their home or information open. Our digital channels Going above and beyond business address. can also be useful tools for sharing Adapting to evolving circumstances Helping to keep people updates with Australians. During the quickly was critical when delivering connected 2019–20 bushfire crisis, hundreds of aid to Victorians impacted by the thousands of people turned to our bushfires in 2019–20. In a 2020 survey of 2,020 Australian website for service updates.9 consumers, commissioned by Australia When bushfires left farmers Post and conducted independently by With a robust information distribution struggling to feed their livestock, Bastion Insights, 63% of respondents plan in place, we can help you share a team from Dandenong Letters said they would find it valuable to important news with more Australians Centre (DLC) in Victoria led a receive information about local and help keep them from feeling convoy to deliver three truckloads services, including bushfire and flood isolated in times of disruption. of hay to Gippsland. Wayne Bezzina, the Delivery Manager from DLC received donations from his local community of Arthur's Creek, and with money raised by the DLC and Research Delivery Centre teams, they were able to deliver a whopping 98 bales of hay and 60 small squares. The team members involved gave up their long weekends to take part in the convoy to help deliver these important farming supplies.9
9. Australia Post submission to the Royal Commission into National Natural Disaster Arrangements, 15 May 2020 11. Digital inclusion and COVID-19 CSI Response, Centre for Social Impact 12. Effectiveness of Mail for Government, 2020, Bastion Insights. N=2,020
Disaster and crisis support services 8 Government Happy customer Providing access to Supporting communities Government assistance in need
The sooner Australians can apply Australians have proven their for, and access, Government grants willingness to pitch in during disasters. and funding, the sooner individuals, Australia Post's Community Grants and families and communities can start Workplace Giving initiatives can help working toward recovery. support impacted communities.
Identity verification Community Grants Australia Post’s in-person identity The Australia Post Community checks can help verify the identity Grants program invites not-for-profit of those who have lost personal community organisations to apply for documents during a disaster – grants of up to $10,000. The program The giving spirit such as a driver’s licence which is is subject to strict eligibility criteria of Australians important for helping facilitate aid. and organisations must deliver In November 2019, we supported community benefits aligned to the Australian Red Cross by helping Document digitisation enterprise Community strategy. them raise money for their Disaster When a crisis keeps agency staff from Workplace Giving Relief and Recovery Fund. This working in their office, our Decipha helped Australian Red Cross to document digitisation service enables We also run a Workplace Giving provide immediate on-the-ground organisations to review and process Program that provides the opportunity physical and psychological letter applications for aid and support, for eligible Australia Post Group assistance to communities in times from any remote work location. employees to make a pre-tax donation of need. to charities they are passionate about. Donations can be made to any charity More than $1.4 million was raised registered on the Good2Give platform through our channels, including used by many organisations. Australia $1.2 million in over-the-counter Post matches donations made by donations at Post Offices, another eligible employees up to $200 per year $41,000 via a donation link on the per employee. Australia Post website and $62,000 from the Australia Post Workplace Giving Program.9 We have since strengthened our alliance with Australian Red Cross by forming a formal partnership. Australia Post is now a National Community Partner and Official Postal and Logistics Provider of Australian Red Cross.
9. Australia Post submission to the Royal Commission into National Natural Disaster Arrangements, 15 May 2020
Disaster and crisis support services 9 Community support checklist
Distribute essential supplies
Be prepared to distribute essential supplies at short notice. Send food, care packages, medical supplies, personal radios, batteries, mobile phones, SIM cards
and more to disaster-affected communities. Tick
Establish plans for the distribution of bulk supplies and large items. With 13,800+ vehicles and access to 14 freighters, your Account Manager can discuss available
solutions to help you deliver vital support quickly to disaster-affected communities. Tick
Provide access to cash and banking services
Implement a solution to provide fast financial relief to those in need. Disburse emergency cash to disaster-affected communities through their nearest Post Office.
Tick Promote the availability of banking services at Post Offices. Let Australians know they can transact with more than 70 banking institutions at participating
Post Offices. Tick
Keep people informed
Leverage Australia Post's channels for distribution of information. In-store displays at the nearest Post Office can be used to provide critical news and updates
to Australians. Tick
Help keep the flow of communication open. Australia Post offers free 12-month Mail Redirection and free 4-month Mail Hold for victims
of natural disaster. Tick
Provide access to Government assistance
Help disaster-affected individuals identify themselves, even without physical identity documents.
Offer in-store identity checks through Post Offices to help individuals access aid quickly. Tick
Enable agencies to work remotely with minimal interruption in the wake of a disaster. Establish digital workflows with Decipha, to ensure agency staff can review and process
applications from anywhere with an internet connection. Tick
Support communities in need
Encourage eligible groups to apply for the Australia Post Community Grants program. Elibigle not-for-profit community organisations are able to apply for grants of up to $10,000 which
can help build community resilience. Tick
Community support checklist 10 We welcome the opportunity to build long-term partnerships with organisations that share our belief in the importance of reliable disaster response, recovery and preparedness for all communities. Together, we can help serve Australians to the best of our abilities when the next disaster hits.
Get in touch with your Account Manager or Service Partner today to discuss how Australia Post can help you support Australians when they need it most.