Train staff to apply correct processes and decisions
Provide staff with adequate training to increase likelihood that correct and consistent processes and decisions will be applied.
Why this countermeasure matters
Lack of adequate training for staff in how to apply correct processes and decisions can lead to:
- frustrated staff, clients or third parties – this can motivate them to commit reckless fraud or allow them to rationalise fraudulent or corrupt behaviour
- staff acting in an inconsistent way or making errors resulting in higher levels of non-compliance and fraud
- staff not applying processes and controls correctly, such as identity authentication, which fraudsters can exploit
- staff not recognising inconsistencies or red flags, such as someone providing false or misleading information or evidence to support a request or claim
- poor management of fraud and corruption risks
- staff abusing their positions of trust to commit fraud or act corruptly.
How to put this countermeasure in place
Some ways to implement this countermeasure include:
- requiring all staff to complete induction training
- providing specific guidance, training, and support to staff undertaking specialist processes
- requiring all staff to undertake ethics and code of conduct training
- making sure staff have completed mandatory qualifications and training.
How to measure this countermeasure's effectiveness
Measure the effectiveness of this countermeasure by using the following methods:
- Review statistics of completed training.
- Analyse program error rates and complaints.
- Ask staff about processes or systems to make sure they have received training.
- Confirm training needs assessments and performance agreements are in place and they communicate minimum training requirements.
- Undertake a staff census and particularly ask questions relevant to learning and development.
- Review APSC Census Results if you are Commonwealth entity.