Working with the Service NSW Road Safety and Fines team offered more than just insight into processes and regulations—it provided a window into people’s experiences and the role cultural awareness plays in building trust.
Part of my role involved asking a mandatory question during the identity verification process: “Do you identify as Aboriginal or Torres Strait Islander?” If a customer answered yes, they were offered the option to speak with the First Nations team or continue with the same representative. The service itself was the same, but the choice allowed people to connect with someone from a shared cultural background.
What struck me was how people responded differently. Many First Nations customers chose to continue the conversation with me, while those who requested a transfer did so politely. Meanwhile, some non-First Nations customers questioned the need for the question or expressed discomfort, which highlighted how varied perspectives can be.
This experience reinforced the importance of empathy, patience, and cultural sensitivity. Even simple gestures—like acknowledging identity or offering choice—can make people feel heard, respected, and supported. It reminded me that whether in customer service or mental health support, creating a safe and understanding environment is at the heart of every meaningful interaction.