Stigma in government services(link is external)

BETA led a review, supported by Services Australia, to understand stigma in Australian government services, and how to design services to reduce the stigma experienced by customers. View the full literature review: Stigma in government services(link is external).

Some customers experience stigma when accessing Australian government services

Stigma is when a group of people are viewed and treated negatively because of a perceived difference or characteristic that is seen as undesirable or inappropriate. Stigma is often rooted in community beliefs and biases about help seeking and deservingness.

There are 4 types of stigma

Impacts of stigma

Individuals

Stigma can directly negatively impact individuals' mental health and can lead to people not accessing services that they need and are entitled to receive. Reduced help-seeking can lead to poorer economic and health outcomes for individuals.

Research has shown that this can also lead to individuals needing government services longer than they would have if they sought help early on.

Society

Stigma can reduce uptake of government services leading to poorer outcomes in health and increased unemployment.

There is also the risk that policy makers incorrectly interpret low service uptake as low need for the service.

Designing and delivering services that reduce stigma and promote dignity

Based on a literature review, the following strategies are effective in reducing stigma in government services:

1. Promote customer dignity in how services interact with customers

Build customers' capability, self-esteem and hope for the future by working together to formulate goals and identify options.

2. Adopt a service-delivery mindset

Move towards a service delivery and customer driven experience, rather than a focus on deterrence or compliance.

3. Use non-stigmatising language

• Communicate to empower customers.
• Prioritise promoting dignity in word choices on forms, websites and information sheets, as well as wording choices by staff.

4. Create supportive and psychologically safe spaces

• Design physical and online spaces to promote dignity and support psychological safety.
• Physical spaces may include architectural and interior design choices (e.g. seating arrangements, décor and colour, avoiding sterile environments).
• Online spaces may include colour, graphics, user experience and accessibility features.

5. Support the coping strategies and psychosocial health of customers

• Although staff alone are not responsible for this, the design of services plays a foundational role in whether staff are able to create positive experiences.
• Enable staff to affirm customer dignity and experiences, minimise power differentials and include customers in decision-making.

6. Facilitate and encourage positive engagement between staff and customers

• Consider using consultation and co-design to reduce the unintentional exacerbation of stigma in policy design.
• Increase awareness of the range of circumstances that lead people to need government support, and challenge existing stigma.

7. Emphasise the universality of Australia's social safety net

• Highlight the universality of services as a public safety net available to anyone who may find themselves in need of support.
• This could be done through a campaign to educate the public and challenge the stigma of using government services.

Read our report - Stigma in government services literature review(link is external)

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