Staff recruitment and training are important for ensuring people are treated fairly and respectfully, as well as for informing them about their entitlements and obligations. In addition, agencies are promoting awareness of their services (for example, through engaging with the community). They are making efforts to ensure that all their communications and websites are easy to read and understand. Specific access needs that agencies are working to meet include language, cultural, mobility and literacy needs. Several agencies have developed specific staffing roles in order to tailor their approach to the community.
